From our shop to your home
Tracked delivery is included for every supported country, with customs and duties covered by us. If you change your mind, our 30-day return policy applies to orders from the UK, EU, US, Canada and Australia.
Free tracked delivery
Tracked delivery is included for the UK, EU, US, Canada and Australia. When your order is dispatched we email you the courier name, tracking number and a link to follow your parcel.
Order updates by email
You will receive three emails from support@lolasdolls.com: your order confirmation straight after payment, a note when we begin preparing your order and a dispatch email with your tracking details.
Estimated delivery times
UK: 6–9 days. EU: 7–10 days. US: 8–12 days. Canada: 10–14 days. Australia: 12–18 days. These are estimated delivery windows, not guaranteed arrival dates. For a birthday, Christmas or another time-sensitive gift, contact us before ordering.
Customs and duties included
Customs charges and import duties are included in the price for delivery to the UK, EU, US, Canada and Australia, so there is nothing extra to pay when your doll arrives. For destinations outside these regions, email support@lolasdolls.com before ordering.
Our 30-day return window
For a change-of-mind return, email support@lolasdolls.com within 30 days after the day your order is delivered. You do not need to give a reason. After telling us, send the order back within the next 14 days. This voluntary policy applies to customers in the UK, EU, US, Canada and Australia, alongside any additional rights provided by the law where you live.
Before sending anything back
Include your order number when you contact us. We will confirm the return instructions and correct return address. Do not send a return to an address printed on the parcel and do not send it cash on delivery. Unauthorised returns can be delayed.
Condition of a change-of-mind return
You may open the packaging and inspect the doll as you would in a shop. Return the doll, outfit, accessories and supplied paperwork together, securely packed and in their original condition. Please do not wash, bathe, powder, scent, alter or damage the doll. Where the law allows, we may reduce the refund if handling beyond a reasonable inspection has reduced the item’s value.
Return postage
For a change-of-mind return, you are responsible for the return postage and for arranging a tracked, adequately insured service. Keep the receipt and tracking details until the refund is complete. Customs charges and import duties on your original delivery are covered by Lola Dolls, so there are none for you to reclaim.
Refund timing and method
We refund eligible returns to the original payment method. The refund includes the product price and any standard outbound delivery charge paid to Lola Dolls; upgraded delivery costs are not refundable beyond the standard amount. We may wait until the goods arrive back or you provide evidence that they were sent. We then issue the refund within 14 days, unless local law requires it sooner. Your bank or card provider may take additional time to show it.
Faulty, damaged, incorrect or misdescribed orders
Email support@lolasdolls.com promptly with your order number and a description of the problem. Clear photographs of the parcel, label and item may help us resolve it quickly. Do not post the item before we provide instructions. When the problem is our responsibility, we arrange or reimburse a reasonable return method and offer the remedy required by applicable law. This policy does not limit your statutory rights.
Cancelling before dispatch
Email us as soon as possible if you want to cancel before dispatch. If the order has not entered dispatch, we will stop it and refund the original payment method. If it has already been dispatched, follow the return process after delivery.
Simple cancellation wording
You can write: “I am cancelling order [order number], ordered on [date] and received on [date]. My name is [name] and my delivery address is [address].” Send this from the email address used for your order to support@lolasdolls.com. An ordinary email containing the same clear decision to cancel is also acceptable.