Returns and Refunds

What is our returns policy?

For eligible standard, non-personalised items purchased online, you have 14 days from receiving your order to tell us you wish to cancel. You then have a further 14 days to send the goods back. This does not affect your statutory rights if goods are faulty or not as described.

You may inspect items as you would in a shop. Please return them in their original condition and packaging where possible. We may make a deduction from your refund if handling beyond what is necessary to inspect the goods has reduced their value.

How do I start a return?

Email hello@dollyandco.uk with your order number and tell us which item you’d like to return. We’ll confirm the return address and instructions. Please keep proof of postage.

Do you offer refunds?

For eligible change-of-mind cancellations, refunds go to your original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever comes first. Your bank or payment provider may take longer to show the refund. We also refund the standard outbound delivery charge for a statutory cancellation, but not any extra paid for faster delivery. We do not charge restocking fees.

Can I return personalised items or treats?

Items genuinely personalised or made to your individual specifications cannot normally be cancelled for a change of mind. Perishable goods, including treats where applicable, may also be excluded. These exceptions do not affect your rights if goods are faulty or not as described.

Can I return jewellery?

Standard jewellery is covered by the usual online cancellation rights. Please handle it only as necessary to inspect it and return it with its original packaging where possible. Goods sealed for hygiene reasons may be excluded from change-of-mind cancellation once unsealed, where that legal exception applies.

What if my item arrives damaged or incorrect?

Oh no! Please contact us with your order number and, if possible, a photograph so we can help put things right. Your statutory rights to remedies for faulty, damaged or misdescribed goods apply to both standard and personalised products and are not limited to 14 days. Where a return is needed because goods are faulty or we sent the wrong item, we will cover reasonable return postage.

Do I need to pay return postage?

For change-of-mind returns, you are responsible for return postage. Please package the item securely and keep proof of postage. For faulty or incorrect items, please contact us so we can arrange the return at our expense where required.

Can I exchange an item?

Need a different size or width? Message us and we’ll help arrange an exchange where possible, subject to availability. Additional postage may apply for voluntary exchanges. Your statutory rights are not affected.

Need a hand?

We’re only a message away at hello@dollyandco.uk. Thank you for supporting our little Yorkshire business and shopping the Dolly Way. ♡