Frequently Asked Questions

Do you ship internationally?

Do you ship to my overseas shipping location?

How much will shipping to my location cost?

Can I see the dolls?

Can I talk to someone for advice about dolls?

There was a doll on the website but now I can't see it, why is that?

Do you take telephone orders?

Can I write to you in a non-English language? Can I create my order using a non-English alphabet?

Do you offer layaway?

Can I buy a doll that I do not see on the website?

I am trying to place an online order and I am receiving an error message/ the order is not completing. What should I do?

I placed an order online, but now I've thought of somthing I'd like to add, what should I do?

Can you help me identify or value an existing doll in my collection?

Can you repair my doll? Do you know of a doll hospital?

Do you ship internationally?

We ship internationally every day that we are open, which is all year, apart from a limited time over the Christmas and New Year period. 

Do you ship internationally?

We ship throughout the world, with just a few exceptions. The best way to check if we ship to your country is to add an item to your basket and proceed to checkout. A shipping price will be added to your shopping basket if we ship to your location.

Do you ship internationally?

This depends on what is in your basket, and where you want it to be shipped. The best way to check how much it will cost for what you want to be sent to you is to add it to your shopping basket and proceed to checkout. A shipping price will be added to your shopping basket based on the weight and dimensions of the final parcel when you enter your location.

Can I see the dolls?

My Doll Best Friend is an internet only business. We do not have shop premises where products can be viewed and purchased. Stock is not stored at our office address, but in a safe distinctly separate location, so with regret any viewing is not possible.

Can I talk to someone for advice about dolls?

By all means give us a try! We take calls and answer as we can, but specialist doll consultation is not something we promote as being available all the time. The best person to have the conversation with might be unavailable at the time your call. Our friendly receptionist will ensure that you do not go through to voicemail between 8.30am and 6pm Monday to Friday, and will happily take your  message if no one is available.

There was a doll on the website but now I can't see it, why is that?

If a doll is no longer in stock it will not show up on the website. As soon as we receive stock it will be visible again.

Do you take telephone orders?

We do not currently operate a telephone ordering service due to the extensive online nature of this business. If you are having any difficulties with online payment please send an email to our Customer Service team who will be happy to help. Please allow for any difference in time zones where applicable.

Can I write to you in a non-English language? Can I create my order using a non-English alphabet?

We cannot respond helpfully to correspondence in any other language but English and staff will only reply in English. We cannot accept orders where the address is not legible to our team of packers, or our UK postal service. All correspondence and shipping addresses must be typed in English, and in the English alphabet.

Do you offer layaway?

In the past we have offered layaway. At this time and with regret, it is not available. 

Can I buy a doll that I do not see on the website?

We might be able to order in a specific doll for you, particularly if we have an existing commercial relationship with the brand. We might also as a business have an order in the pipeline with an existing brand, or a new brand. In this case it would be best to send Customer Service an email and we'll provide you with whatever help and information we can.

I am trying to place an online order and I am receiving an error message/ the order is not completing. What should I do?

If we don't have other errors reported of the type you refer to and are unable to replicate the problem you are experiencing, it is likely to be only at the user end. 

Some trouble shooting tips you can try are:

  • close the window down and open it up in a new browser
  • try a different browser, for example Chrome or Firefox...
  • reboot the computer
  • try to place the order on a different device

Google search gives information regarding specific error codes you can usually find out more detailed information, and often what needs to be done by typing the error code into Google.

If you wish to contact us with your concern, please include the following information:

1. What operating system are you using (windows, Apple, etc)
2. What version of operating system are you using (windows 10.0.1 for example)
3. What Internet Browser are you using (Internet Explorer, Safari, Firefox, Chrome, etc)
4. What version is your internet Browser.
5.  Are you using a Laptop, Tablet or mobile device, if so which one.
6. What were you doing when the error occurred
7. Try rebooting your device, refreshing your browser, do you still get the same error.
8. What payment method are you trying.

I placed an order online, but now I've thought of somthing I'd like to add, what should I do?

If your order hasn't shipped yet it is possible for us to add something to the parcel. We recommend that you first email us as quickly as possible with your name, order number and name of additional item that you would like. If it is possible we will hold your original order whilst we reply to you and make arrangements. We will ask for you to place an online order for the extra item and refund postage on the second order, or make a partial refund if the extra item will increase the original shipping cost. We do not add items to existing orders via email communication; all additional items must be ordered and paid for through the website. This keeps the stock inventory accurate 24/7 which is important for customers buying throughout the world, and in different time zones.

Can you help me identify or value an existing doll in my collection?

We do not offer this service. Facebook doll groups, Ebay and doll auction sites may provide you with the information you seek. Good luck!

Can you repair my doll? Do you know of a doll hospital?

If you purchased your doll from My Doll Best Friend then please contact Customer Service. Otherwise we regret to inform you that we do not offer a doll repair service, and therefore we cannot repair your doll or send it away to be repaired, even if we offer the same doll brand. Currently we do not know of a doll hospital to recommend, but this section will be updated if we find somewhere reliable for you to send your doll for repair.