Shipping & Delivery

Shipping & Delivery

At Dolly & Dotty EU, we are committed to providing fast and reliable delivery throughout the European Union.

All orders are dispatched from our European fulfilment centre located in the Netherlands.

We currently deliver only to addresses within Member States of the European Union (EU).

1. Delivery Countries

We currently ship exclusively to countries within the European Union.

Unfortunately, we are unable to deliver to countries outside the European Union at this time.

If an order is placed with a delivery address outside the EU, we reserve the right to cancel the order and issue a full refund.

2. Order Processing & Dispatch

Orders are processed Monday to Friday, excluding weekends and public holidays.

We aim to dispatch all orders placed before 2:30 pm Central European Time (CET/CEST) on the same business day.

Orders received after 2:30 pm, or on weekends or public holidays, will normally be processed on the next business day.

While we make every effort to dispatch orders within these timeframes, dispatch times are estimates only and cannot be guaranteed.

Occasionally, dispatch may be delayed due to circumstances beyond our reasonable control, including but not limited to:

  • exceptionally high order volumes;
  • inventory verification;
  • payment verification or fraud prevention checks;
  • severe weather;
  • transport disruptions;
  • technical issues; or
  • other unforeseen operational circumstances.

Where a significant delay occurs, we will make reasonable efforts to keep you informed.

3. Dispatch Confirmation

Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking information, where available.

Please allow up to 24 hours for tracking information to become active after dispatch.

4. Delivery Services

Depending on your delivery destination and the shipping option selected during checkout, orders may be delivered using trusted logistics partners, including:

  • Spring Post NL (Standard Delivery)
  • DPD (Express Delivery)
  • Other carefully selected delivery partners where appropriate.

5. Delivery Times

Estimated delivery times vary depending on the destination country and the shipping service selected.

Estimated delivery times displayed on our website, during checkout or within our Shipping Rates guide are provided for guidance only.

Delivery times commence from the date your order is dispatched.

Although most deliveries arrive within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control, including:

  • carrier operational delays;
  • severe weather;
  • public holidays;
  • transport disruptions;
  • security inspections;
  • peak seasonal demand; or
  • other unforeseen events.

Such delays do not constitute a breach of contract and do not automatically entitle the customer to compensation.

6. Shipping Charges

Shipping charges are calculated automatically at checkout based on one or more of the following factors:

  • delivery destination;
  • shipping service selected;
  • total weight of the order;
  • parcel dimensions or volumetric weight;
  • number of items ordered where this affects parcel size or weight; and
  • any promotional shipping offers applicable at the time of purchase.

The applicable shipping charge will always be displayed before you complete your purchase.

Shipping rates displayed on our website are indicative starting prices. The final shipping cost for your order will be calculated automatically during checkout based on the characteristics of your order.

7. Tracking Your Order

Where tracking is available, you will receive tracking details after dispatch.

Please note that tracking updates are provided by the delivery carrier and may not appear immediately after dispatch.

8. Delivery Address

Please ensure that all delivery information provided during checkout is accurate and complete.

We cannot accept responsibility for delays, failed deliveries or additional delivery costs resulting from incorrect or incomplete address information provided by the customer.

If you notice an error after placing your order, please contact us immediately. While we will make reasonable efforts to update the delivery details before dispatch, we cannot guarantee that changes can be made once order processing has begun.

9. Failed Deliveries

If delivery cannot be completed because:

  • the delivery address is incorrect or incomplete;
  • the parcel is refused;
  • the parcel is not collected from a collection point within the carrier's specified timeframe; or
  • repeated delivery attempts are unsuccessful,

the parcel may be returned to us.

Where a parcel is returned due to circumstances within the customer's control, additional shipping charges may apply before the order can be re-dispatched.

If you choose not to have the parcel re-dispatched, any refund will be processed in accordance with our Returns & Refunds Policy. Original shipping charges are generally non-refundable unless required by applicable law.

10. Split Shipments

Where operationally necessary, we reserve the right to dispatch your order in multiple shipments.

You will not be charged any additional shipping costs for split shipments initiated by us.

11. Lost, Damaged or Missing Parcels

We take great care to ensure that every order is securely packed before dispatch.

If your parcel is lost, arrives damaged or appears to be missing, please contact our Customer Support team as soon as possible so that we can assist you.

Damaged Parcels

If your parcel arrives with visible damage, we recommend that you:

  • inspect the parcel before accepting delivery where reasonably possible;
  • ask the delivery driver to record the parcel as "Received Damaged" if visible damage is present;
  • take clear photographs before opening the parcel, where possible, including:
    • the outer packaging;
    • all sides of the parcel;
    • the shipping label;
    • the internal packaging;
    • the damaged product(s); and
    • close-up photographs of any damage;
  • retain all packaging materials and damaged items until the investigation has been completed.

If concealed damage is discovered after opening the parcel, please notify us as soon as reasonably possible and provide photographs together with your order number.

Lost Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us as soon as reasonably possible.

Where possible, we ask that you notify us within 10 calendar days of receiving your dispatch confirmation email to enable us to begin an investigation with the delivery carrier while shipment records remain current.

Please include:

  • your order number;
  • your delivery address;
  • a description of the issue; and
  • any information that may assist our investigation.

Parcels Marked as Delivered

If the carrier's tracking shows your parcel as delivered, but you have not received it, please contact us as soon as possible and, where possible, within 10 calendar days of the recorded delivery date.

Before contacting us, we recommend that you:

  • check around your property;
  • check any designated safe place;
  • ask members of your household;
  • check with neighbours or your building reception, where applicable;
  • review any delivery photographs or proof of delivery provided by the carrier; and
  • contact the delivery carrier if additional delivery information is available.

If the parcel cannot be located, we will initiate an investigation with the carrier.

To assist with the investigation, we may ask you to provide:

  • confirmation of your delivery address;
  • a description of the circumstances;
  • a signed declaration confirming that you have not received the parcel; and
  • any additional information reasonably requested by the carrier.

Carrier investigations may take several business days to complete. We appreciate your patience while the investigation is ongoing.

Resolution

Following completion of the investigation, we will provide an appropriate resolution in accordance with applicable consumer protection laws. Depending on the circumstances, this may include:

  • replacement of the goods;
  • repair, where appropriate;
  • a refund; or
  • another appropriate remedy.

We reserve the right to decline claims where fraudulent activity is reasonably suspected or where information reasonably required to investigate the claim is not provided. Nothing in this policy limits or excludes your statutory consumer rights.

12. Contact Us

If you have any questions regarding shipping or delivery, please contact our Customer Support team via our Contact Us page.