Shipping policy
Shipping Policy
Dispatch
All orders are handcrafted to order and typically dispatched within one week. If you need your order by a specific date, please contact us before ordering and we'll do our best to help.
You'll receive an email with tracking information once your order has been shipped.
UK Delivery
We use Royal Mail First Class Signed For for all UK orders. Shipping costs start at £1.50 and vary by parcel size and weight. Delivery is typically 1–3 working days after dispatch, though Royal Mail does not guarantee delivery times.
International Delivery
We ship worldwide using Royal Mail International Tracked. Your parcel is tracked to your country's border and then handed to the local postal service for final delivery.
Typical delivery times:
| Destination | Estimated delivery |
|---|---|
| Europe | 5–7 working days |
| USA, Canada, Australia | 7–10 working days |
| Rest of world | 7–14 working days |
These are estimates only and do not account for customs processing, which can add several days. All shipping times are beyond our control and we cannot guarantee any particular shipping times.
Customs & Import Duties
For orders shipped outside the United Kingdom, the recipient is responsible for any customs duties, import taxes, or fees charged by the destination country. These are not included in our prices or shipping charges, and we have no control over them. We recommend checking your country's import regulations before ordering.
Once Your Order Has Shipped
Once an order has been dispatched, we are unable to change the delivery address or influence delivery times. If you need to update your address, please contact us before your order ships.
Packaging
We take great care with packaging. Heirloom dolls arrive in a white cotton glitter dust bag with a numbered letterpress tag. Keepsake dolls include a letterpress round tag. All orders are packed securely for safe transit.
Please note: for international orders, we may need to omit dust bags to keep parcel weight within limits.
Problems with Your Delivery?
If your order hasn't arrived within the expected timeframe, or if it arrives damaged, please contact us as soon as possible and we'll help sort things out.
