STORE POLICIES / TERMS & CONDITIONS
Because We Care
At The Doll Emporium, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies, terms and conditions of sale should be fair, clear and transparent. Below you’ll find a list of all our policies, terms and conditions of sale. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
SHIPPING AND DELIVERY
What You Need to Know
DOMESTIC SHIPPING POLICY
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We offer free delivery for all UK orders over £100
Shipment processing time
We aim for all orders to be processed within 2-3 business days. Orders are not shipped at weekends or on public holidays.
Please allow additional days in transit for delivery.
If we are experiencing a high volume of orders, shipments may be delayed by a few days.
If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.
Shipping rates & delivery estimates
Shipping charges for your order are based on size and weight and will be calculated and displayed at checkout, but they start from £2.99 for large letter items.
Our preferred shipping method is Royal Mail Tracked but under certain circumstances we will need to use a different provider, such as Evri.
Using Royal Mail we aim to deliver items in 3-5 business days from purchase. However, delivery delays can occasionally occur and this is beyond our control.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
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INTERNATIONAL SHIPPING POLICY
The Doll Emporium currently ships Worldwide (excluding Australia and some other country locations).
Please be aware that it is the customers duty to ensure the items they purchase are allowed into their region and adhere to their country's rules and regulations.
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout and are based on size and weight.
International shipping is more variable in price and delivery time than domestic shipping but our estimates are:
Europe 5-10 business days (using Royal Mail International Tracked and Signed) prices start from £13.99
Rest of the World and USA 7-15 business days (using Royal Mail International Tracked and Signed) prices start from £19.99
Customs, Duties, and Taxes​
All international customers will have to pay import duties and taxes via their local customs prior to delivery. International customers will be responsible for any customs and taxes imposed during or after shipping and are the sole responsibility of the customer (tariffs, taxes, etc.).
OUR RETURN POLICY
Everything You Need to Know
Cancelling your Order
You may cancel your order, if it is yet to be dispatched, by contacting us at thedollemporium@yahoo.com, quoting your order number and “Cancellation Request” in the email subject.
Orders may not be cancelled if they are being prepared for dispatch.
Returning your Order
In the event that an item is defective, faulty or sent in error, the purchaser should contact us to arrange the return of the item(s) within 14 days after delivery. Please submit a return request to thedollemporium@yahoo.com, quoting your order number and “Return Request” in the email subject.
Please include a description of why you wish to return your item(s) and photos if applicable. If accepted, you will be provided a free return label with instructions on how to post it back to us.
All 'New In Box' item(s) must be returned in the original packaging and in a re-sellable condition with all seals and wrapping in tact, within 14 days to qualify for a refund.
All 'Unboxed' items must be returned in the same state they were sent out to you.
These items are usually second-hand and do tend show the normal signs of previous use. It is important that you read the description fully and study the photos carefully before you make a purchase as the items are sold as seen. For items that aren't defective, faulty or sent in error, a return can be organised but return postage must be paid for by the customer.
Please note: we cannot accept returns from international customers.
Defective and Damaged Items
Most of our products are rare and we often only have one in stock. This makes a replacement unlikely. In the event we cannot offer a replacement we will refund the cost of the item(s) where applicable.
In the event that a package should arrive noticeably damaged, we insist that you sign for the package as damaged and retain all of the original packaging, in line with both Royal Mail and Parcel Force claims policies, you accept that failure to do this may render a shipping claim null and void, at which point The Doll Emporium cannot be held responsible for any losses.
We do not provide refunds or replacements for goods damaged by the customer. We also do not offer returns for various quality control issues, including slightly damaged boxes (small creases or turned up corners). This is due to the natural fragility of product boxes. Imperfections such as paint on the inside of the window, or other paint errors on the item(s) themselves is also not considered damaged. Unboxed items are considered second-hand and thus do show the normal signs of previous use. It is important that you read the description fully and study the photos carefully before you make a purchase as the items are sold as seen.
Lost Parcels
If you have not received delivery of your item(s), you must notify us within 14 working days of the dispatch notification. Outside of this time frame we are unable to raise a dispute with our delivery partners.
For international customers, you must notify us within 21 days of the dispatch notification.
If any item is delivered to your address and the signature on the parcel is not correct and you claim not to have the parcel, it is your responsibility to contact your local delivery depot first to resolve this issue before contacting us. We can only deliver to the addresses provided to us, and we cannot be responsible for who signs for the parcel at your address.
Refunds
Cancellation
Once you have requested an order cancellation, it can take up to 7 working days for your request to be processed by us.
You will receive a confirmation email when your cancellation request is processed and approved. Please then allow up to 7 working days for a refund to then be processed to your original payment method.
Returns
Once we have received your item(s), they will be inspected. If approved, you will receive a confirmation email. Then please allow up to 7 working days for a refund to be processed to your original payment method.
Shipping Costs
The original shipping costs of any approved returned item(s) will not be refunded.
For fully cancelled orders before being dispatched, the shipping costs will be refunded.
Exclusions
Please note we do accept returns and refunds for the following type of items:
​Sale items;
Pre-order deposits;
Gift cards;
Sold as damaged stock
International Orders
Unfortunately we are unable to process returns for international orders.
However, please do get in touch if you have defective or damaged items, or your package has been lost. We will do all we can to assist you or provide a partial refund (subject to our discretion).
TERMS AND CONDITIONS
This website is operated by The Doll Emporium. Throughout the site, the terms “we”, “us” and “our” refer to The Doll Emporium. The Doll Emporium offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.
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1. It is the duty of the customer to ensure they have read the item description in full and studied the associated images carefully to make sure they are happy with the item to be purchased. This is especially true of all unboxed used items as they are sold as seen. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations. It is therefore important you have asked any questions about any aspect of the item(s) that are important to you.
2. The Doll Emporium have made every effort to display as accurately as possible the colours and images of our products that appear on our store. However, we cannot guarantee that your computer monitor's display of any colour will be 100% accurate.
3. Prices displayed are exclusive of any shipping costs which are added in the checkout process. All transactions are charged in GBP and The Doll Emporium cannot be held responsible for any exchange rate variance at the time of checkout.
4. The Doll Emporium is in no way responsible for any customs fees, import tax or any other associated charges incurred concerning the delivery of your item. All packages will be marked with the full purchase price of the item. All charges incurred are the sole responsibility of the customer. Should any customer refuse delivery of an order and request a refund from The Doll Emporium they agree to forfeit 25% of the purchase price in addition to all relevant shipping costs incurred by The Doll Emporium.
5. While The Doll Emporium endeavours to ensure that the information on the website is correct, The Doll Emporium does not warrant the accuracy and completeness of the material on the website. The Doll Emporium may make changes to the material on the website, or to the products and prices described in it, at any time and without notice.
6. By entering into a payment plan you agree to pay the relevant instalments as agreed at the time of checkout, over the period of time specified at the time of ordering. You also agree that any payment plans may not be cancelled without the agreement of The Doll Emporium management.
7. In the event of a refund being issued for any reason The Doll Emporium reserve the right to refund any monies in the same time scale over which the payments were originally received, such as monthly payment plan payments may be returned over the same time period they were received, on a monthly basis, or otherwise, by entering into a payment plan you accept these terms.
8. All items are sold for collector display purposes only and are not deemed fit for any other use or purpose, The Doll Emporium, in displaying this notice, passes all risk of loss, damage and/or injury, personal or otherwise, to the purchaser of the product. The Doll Emporium is in no way responsible, and shall not be held liable, for any loss, damage or injury due to the use or misuse of an item used for any other purpose than display.
9. Unless otherwise stated, all product images and other material on the website is copyright The Doll Emporium and may not be reproduced without prior written consent. No part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without the prior written permission of The Doll Emporium.
10. The Doll Emporium, any other party (whether or not involved in creating, producing, maintaining or delivering the Website), and any of the company's group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with the website in any way or in connection with the use, inability to use or the results of use of the website, any websites linked to the website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing the website or your downloading of any material from the website or any websites linked to the website.
10. If entered into a payment plan, every payment should be made on the agreed date per month. If 2 payments in the allotted time frame are missed the item is then released back for resale and the contract ended, all other monies will be refunded to the buyer except the original 20% non refundable deposit.
11. The Doll Emporium reserve the right to change these terms and conditions, at any time, without notice.
12. The Doll Emporium reserve the right to refuse service to anyone for any reason at any time.
13. Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
14. The Doll Emporium do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
15. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
16. In no case shall The Doll Emporium or associated employees be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility.
17. Questions about the Terms of Service should be sent to us at thedollemporium@yahoo.com
OUR PRIVACY POLICY
Your Data is Secure
This privacy policy covers all data that is shared by a visitor with us whether directly via www.thedollemporium.co.uk or via email.
Our Privacy Policy provides an explanation as to what happens to any personal data that you share with us, or that we collect from you either directly via this Website or via email.
We do not store credit card details nor do we share customer details with any third parties under any circumstances.
1. Information We Collect
In operating our website we may collect and process the following data about you:
1.1 Details of your visits to our website and the resources that you access, including, but not limited to, traffic data, location data, weblog statistics and other communication data.
1.2 Information that you provide by filling in forms on our website, such as when you register to receive information, a newsletter etc or make a purchase.
1.3 Information provided to us when you communicate with us for any reason.
2. Use of Cookies
On occasion, we may gather information about your computer for our services and to provide statistical information regarding the use of our website to our advertisers.
Such information will not identify you personally it is statistical data about our visitors and their use of our site. This statistical data does not identify any personal details whatsoever. It is used by use to analyse how visitors to thedollemporium.co.uk interact with the Website so that we can continue to develop this website and make it a better experience for our visitors.
We may gather information about your general internet use by using a cookie file that is downloaded to your computer. Where used, these cookies are downloaded to your computer automatically. This cookie file is stored on the hard drive of your computer as cookies contain information that is transferred to your computer's hard drive. They help us to improve our website and the service that we provide to you.
All computers have the ability to decline cookies. This can be done by activating the setting on your browser which enables you to decline the cookies. Please note that should you choose to decline cookies, you may be unable to access particular parts of our website.
3. Use of Your Information
The information that we collect and store relating to you is primarily used to enable us to provide our services to you. In addition, we may use the information for the following purposes:
3.1 To provide you with information requested from us, relating to our products or services. To provide information on other products which we feel may be of interest to you, where you have consented to receive such information.
3.2 To personalize your user experience.
3.3 To notify you about any changes to our website, such as improvements or service/product changes, that may affect our service.
3.4 If you are an existing customer, we may contact you with information about goods and services similar to those which were the subject of a previous sale to you.
4. Storing Your Personal Data
Data that is provided to us is stored on our secure servers. Details relating to any transactions entered into on our site will be encrypted to ensure its safety.
6. Third Party Links
From time to time you may find links to third party sites on our website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as they are not controlled by The Doll Emporium