FAQ - Frequently Asked Questions

Dolly & Dotty FAQ

General FAQs

Q. Do you have a minimum order value?
A. Yes, our minimum order value is GBP 150.

Q. What is the shipping cost?
A. Shipping costs depend on the size of your order and your location. You can visit our shipping page for an estimate, and the final shipping cost will be calculated at checkout.

Q. When will my order be dispatched?
A. Our warehouse typically dispatches orders within 3 working days. However, during busy periods or under certain circumstances, dispatch may take a little longer. We will do our best to ensure timely processing and shipping.

Q. I'm an EU customer, can I order EU and non-EU stock together?
A. Yes, but please place separate orders as the stock would be shipped from different warehouses, which may involve different shipping and tax implications.

Q. How do I contact you?
A. You can email us at info@dollyanddotty.com or use the contact form on our website.

Q. Can I make a pre-order?
A. Yes, if we have pre-order products available, they will be listed in our pre-order collection. We recommend placing separate orders for in-stock and pre-order items to avoid confusion and delays.

Q. Can I visit you?
A. Unfortunately, visits are not possible at this time.

Q. I want a size that is out of stock. When will it be available?
A. You can sign up for an email alert by clicking 'Notify When Available' on the product page. For a delivery estimate, email us at info@dollyanddotty.com with the relevant product information.

Q. Do you ship worldwide?
A. We ship to many countries. If your country isn’t listed at checkout, please contact us and we’ll see what we can do.

Q. How can I track my order?
A. Once your order is dispatched, you will receive a tracking link via email. If you do not receive it, please contact us, and we will provide the information.

Q. Can I pay via bank transfer?
A. Yes, please see our bank transfer page and follow the steps to avoid delays. Feel free to notify us once the payment has been made. We will not pack or ship your order until payment is confirmed.

Q. Do you have an international measurement chart?
A. Yes, our international measurement chart is available on our measurement guide page.

Q. I have a question or problem with my order. What should I do?
A. Please contact us with all relevant details and photos, and we will assist you promptly.

 

1. How can I place a wholesale order with Dolly & Dotty?
Log in to your wholesale account on our platform. If you're a new customer, please register, and once approved, you will gain access to our wholesale collection.

2. What are the payment terms for wholesale orders?
We accept payments via bank transfer or PayPal (additional charges apply for PayPal). For pre-orders, prompt payment is required to avoid delays, and a 30% deposit may be charged for future orders if payment is not received on time.

3. How do I request a pre-order payment via bank transfer?
You will receive an email with payment instructions for pre-orders. If you choose PayPal, please note the additional charges.

4. Can I get exclusivity on Dolly & Dotty products?
At the moment, we do not offer exclusivity on products, but we are exploring this option for the future.

5. How can I track my order status?
You will receive tracking details via email after your order is dispatched. You can also view your order status by logging into your account.

6. I need to make changes to my order. Who should I contact?
For any changes such as quantity adjustments, product variations, or shipping details, contact our customer service team immediately. We will assist as long as the order has not yet been processed.

7. What should I do if my shipment is delayed or returned?
If there are issues with your shipment, contact us immediately. We will work with FedEx and other couriers to resolve the issue. Ensure that you provide the correct address, phone number, and email for courier contact.

8. Can I get a refund for shipping charges in case of an error?
Refunds for shipping charges may be possible if the delay or return was due to an error by our shipping provider. Refund options will depend on whether you opted to have your order sent insured or not. Contact us for further review.

9. Can you update us on future product releases or stock availability?
Yes, we send regular updates to our wholesale customers. To ensure our emails don’t go to spam:

  • Add our email address (info@dollyanddotty.com) to your contact list.
  • Check your spam/junk folder and mark our emails as "Not Spam."
  • Whitelist our domain (@dollyanddotty.com).
  • Make sure your email preferences are updated to receive our communications.

10. What is the process for dealing with customs and duty charges?
Customs and duty charges are the responsibility of the recipient. We will provide necessary documentation for customs clearance, but import fees may still apply depending on your country's regulations.

11. How can I handle returns or product exchanges?
We only offer returns or exchanges in case of a manufacturing fault. Contact our customer service team with your order details for assistance.

12. What are the current lead times for wholesale orders?
Orders from our UK and EU warehouses are generally processed within 3 working days. Please contact us for specific lead times if required.

13. Can I see product samples before placing a larger order?
Yes, you can purchase single items as samples before placing a larger bulk order.

14. How do I resolve issues with product quality or incorrect items received?
In the rare event of quality issues or receiving incorrect items, contact our customer service team with your order number and issue details, and we will work to resolve the issue promptly.

15. Do you offer special promotions or discounts for wholesale customers?
Yes, we occasionally run promotions or offer special discounts to our wholesale customers. Subscribe to our newsletter to stay updated, and follow the steps above to avoid our emails going to spam.

16. How can I get marketing or promotional materials?
We are happy to provide marketing materials such as high-resolution images, banners, and more. Contact us if you need specific materials for your store or online platforms.

17. I haven’t placed an order yet, but my account is approved. What should I do?
If your account is approved but you haven't placed an order yet, we encourage you to explore our latest collections. Please note that inactive accounts may be closed if orders are not placed for a long period.

18. Can you assist with event planning or promotions?
Yes, we regularly collaborate with our wholesale customers on events and promotions. Feel free to reach out with your ideas, and we’ll be happy to assist.