Kruselings Vera Doll Deluxe Set

Damaged or Faulty Goods 

In the unlikely event that you receive an item that is damaged or faulty, we can offer a full refund within 30 days of the customer receiving the order. We simply require photographic evidence of the damaged/faulty item with tracking number.
 
To return a damaged or faulty item is free of charge, please Contact Us with your name, address & order number and our customer service team will help you.
 
Once the item has been received and inspected by our customer care team, you will be notified that a refund has been issued and feel free to order the item again from our website.

Returning an Order

Sometimes you just don't want to keep an item, and we understand that. If you've changed your mind and want to cancel your order, we ask that you contact our customer service team and return the item in its original packaging with the security ties unbroken within 30 days to:
 
My Doll Best Friend Ltd, Unit 36 Little Boyton Hall Farm, Chelmsford, Essex, CM1 4LN

Unfortunately, we aren't able to cover the cost of returning unwanted items, so the postage cost of returning these items is the responsibility of the customer. Please ensure that you obtain proof of posting as items being returned are the responsibility of the customer until the items reach our offices.
 
Once the item has been received and inspected by our customer care team, you will be notified that your refund has been issued. Please note the item must be returned with the original packaging, as new, unused, and free of defects.
 
If you cancel your order before the items are shipped out a refund will be issued right away.

Exception - where an order may not be returned for reimbursement

By exception, unless the parties have agreed otherwise, the right of withdrawal may not be exercised in the following cases
 a) for the dolls known as "collector" or "of artist" considering the very particular character of those (dolls appearing in the category "collector" and the Zwergnase dolls).

By placing your order on the site and accepting our General Terms and Conditions of Sale, the customer expressly confirms that he/she waives the right of withdrawal for the products mentioned above. This waiver means that the order for these products, once validated on the site, cannot be reimbursed. In addition, no return of these artist products will be accepted by the seller.

All orders will be debited in the currency in which the order is placed.

We accept the following payment methods at checkout:

Visa (VISA, VISA ELECTRON)
Mastercard
Maestro
Solo
American Express*
Paypal
Paypal Credit
Union Pay
Apple Pay
Google Pay
Bancontact
Giropay
Ideal
Sofort

Klarna

Pay in 3: For full details read the Klarna Pay in 3 Terms and Conditions (a new window will take you to Klarna).

Pay in 30: For full details read the Klarna Pay in 30 days Terms and Conditions (a new window will take you to Klarna).

Partial.ly

*Please note we are currently only able to accept £GBP, $USD and €EUR payments via American Express.

Do you pay immediately when you preorder?

Yes, your payment is taken at checkout.

Can I pay for a preorder with Klarna?

Klarna requires immediate shipment of the order. However, we cannot immediately ship a preorder. Please pay by another method for any items we do not have in stock in order to secure your doll.

Is it a good idea to preorder?

Preorders allow you to pay for an item you want ahead of its release day. If a product might sell out due to demand then it is a good idea to purchase on preorder so as not to be disappointed.

What happens when you preorder a doll?

The order you create at checkout proceeds to our warehouse system where it then waits ready to capture the reserved stock which it does the instant the new inventory is added to the system by the warehouse team. With inventory now allocated, the invoice is automatically printed by the system for picking and packing.

Why do preorders take so long?

Preordered items are not available to ship at the time of purchase. 

Do preorders arrive on release day?

The estimated release day on the product page is the best estimate we have. As 100% of our products are imported, and preorders are often not produced until later than the time of purchase, there are many factors that can alter the real release day. It is simply the best estimate we have based on the information provided to us by the supplier.

Should I buy a preorder item for a birthday, Christmas or for a gift?

We recommend you buy only 'in stock' items that you need for specific dates. Even if a product should have arrived according to the estimate, it may not, and to avoid disappointment it is better to buy a product we can definitely ship to you in time. 

If one item in my shopping bag is in stock and one item is a preorder, when will you ship my order?

Unless otherwise stated, any order that includes a preorder item will not ship until all items are available.

Can I add other items to a preorder that you have not shipped?

Each order is shipped according to the invoice created at checkout. Therefore, if you would like to buy more items please create a new order on the website for them.

Will you contact me at any time after I have preordered an item?

No, we will not contact you again, but if you contact us we will write back and answer any queries you have.