Frequently Asked Questions
If you cannot find an answer to your question, please visit our
Contact Us page and send us a message!
Delivery Where does Dolly Rose deliver to?
We deliver to the UK, Europe, and the United States and Canada, but you can only order via the website for UK and Europe. To place orders for anywhere else in the world please email us or visit our
Contact Us page and send us a message. back to top How much does delivery cost?
For UK deliveries there is only one charge per order, regardless of size and value of your order. For deliveries to the rest of Europe (including Republic of Ireland) the prices are staggered depending on the size of your order. For deliveries to the USA and Canada the price depends on the weight of your order - we ask you to place your order by email for these destinations so that we calculate the actual cost.
The current delivery charges for UK and Europe are:
UK and Republic of Ireland 1st Class Recorded Delivery (signature required) - £3.97 per order Europe and Ireland - £9.95 per order for one item Europe and Ireland - £12.95 per order for two - four items Europe and Ireland - £14.95 per order for five - nine items Europe and Ireland - £19.95 per order for ten or more items USA, Canada and rest of world – contact us for a price back to top Can you deliver to a different address than my billing address?
Yes. This can be a work address or another residential address if you are sending a gift. If you are selecting a work address please put the name of the company or organisation in the address field, as well as the contact name to make sure your order is successfully delivered.
back to top What time will my delivery arrive?
Deliveries can be made any time between 7am and 9pm, so please ensure there is access to the delivery address at all times during this period.
back to top Orders Do I have to order online or can I buy from Dolly Rose over the phone?
Unfortunately we do not have the facility to take credit card payments over the phone. All of our sales are done through the website as this is the safest and most secure method of paying.
back to top Is it safe to order online?
Yes. Dolly Rose uses Payal to take secure online payments and is Paypal verified. Paypal does not reveal your credit card number to us or anyone else, so using PayPal ensures that your financial details are never shared. Dolly Rose is also secured by a SSL Secure Payment certificate from GeoTrust, one of the world's largest digital certificate provider. Sites secured by GeoTrust SSL certificates provide up to 256 bit encryption, offering the highest level of encryption and security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.
back to top I have placed an order online but I am not sure that it went through - how can I be sure?
You should receive an email once you place the order and again once your order has been dispatched. If you are still uncertain please contact us and we will verify for you whether your order has gone through.
back to top Can I make changes to my order?
Unfortunately once you've submitted your order it is not usually possible to amend it. If you change your mind about a product please refer to our Returns Policy for information on how to return products.
back to top Can I cancel my order?
Unfortunately once you've submitted your order it is not possible to cancel it. If you change your mind please refer to our Returns Policy for information on how to return products.
back to top Can I track my order?
Yes, we will send you a tracking number for your order in the email telling you that your order has been dispatched. You can then follow the link in this email to the Royal Mail website (or an alternative courier's website for some larger orders), where you can input your tracking number and see where your parcel is.
back to top What if my parcel does not arrive?
Please contact us if your order has not arrived within seven working days of placing it so we can investigate further, and if necessary action a claim with the carrier on your behalf. Please note that it can take up to 21 days to process the claim with the carrier.
back to top Does Dolly Rose offer a gift service?
Not yet, but we are hoping to offer this service soon.
back to top Returns I'd like to return something, what should I do?
Just send it back to us within 14 days of receipt, in saleable condition, along with the returns form you find in your package. If you misplace this form or it is missing just contact us and we'll email you another one. Make sure any items being returned are in the original condition they were received in - that is unworn, unwashed and in the original packaging with all labels still attached.
Please allow 14 days from when we receive your return for your refund or replacement to be processed. Refunds will be credited to your original method of payment. You will not be refunded for the original delivery cost but if you would like a replacement item you will not be charged for the delivery of that item.
Please visit our Returns Policy page to view our full returns policy.
back to top How long do I have to return items?
Please return unsuitable items within 14 days of receiving your order.
back to top I've received an incorrect or faulty item, what shall I do?
Please return the item to us following the same procedure described in our Returns Policy. If you are returning all items ordered just state the reason for the return on the returns form, and you will be refunded the delivery costs as well as the item.
back to top Promotional Codes I've got a promotional code, how do I use it?
At the checkout stage enter your promotional code into the promotional code box and if the code is valid your discount will be applied.
back to top I forgot to use my promotional code, can I apply it after submitting my order?
Unfortunately we are unable to manually enter discounts after the order has been completed.
back to top Sizing What size clothing should I buy for my child?
Each child is individual so it's very difficult to say but generally go for the size that matches the age of your child. Some brands come up differently to others but after one purchase you will probably get to know a brand. For further help please view our Size Guides page.
back to top What size wellingtons or rain boots should I buy for my child?
When buying wellingtons or rain boots select the same size as the current shoe size of your child, or go a size bigger if you think they are going to grow out of their current size soon. The beauty of wellies is that you can always wear a pair of chunky socks with them to keep the toes cosy.
If you don't know your child's shoe size you can get their feet measured in any good shoe shop or measure their feet using a tape measure and refer to our shoe size guide on our Size Guides page. Remember if you get the wrong size you can always return the boots to us for an exchange or a refund.
Make sure you check whether the sizes shown are UK or US sizes, as Hatley rain boots come in US sizes and Powell Craft wellingtons come in UK sizes. Each product states this clearly and Hatley rain boots show the age that the size is suited for, but you can also refer to the shoe size guide on our Size Guides page to convert the sizes to what you are familiar with.
back to top What size ladies nightdress should I buy?
All our ladies cotton nightdresses are one size but each style differs in the size it fits up to. Please see each product description to find out if it is suitable for your size, and if you require further help please see our Ladies Nightdresses Size Guide on our Size Guides page.
back to top Products/Stock I need more information about a product, can you help me?
We try to give as much information in the product descriptions as possible, but if you have any further queries please contact us and we will try to find out the answer to any questions you may have.
back to top Will you be getting more stock in?
Often if an item is out of stock we will be getting more stock in but please feel free to contact us with the item name or code (and size if applicable) and we'll try to find out if or when we'll be receiving the new stock. If you see an item you like but we do not stock the size you'd like just contact us and we'll find out whether we can get the size you require.
back to top Does Dolly Rose produce a catalogue?
back to top Does Dolly Rose have a shop?
No, we do not have a bricks and mortar shop, we are purely an online retailer store.
back to top I've seen something in a shop that I have not seen online - how can I get it?
If you've seen a Powell Craft or Hatley product that you would particularly like but cannot see it on our website, drop us an email or send us a message via our Contact Us page describing the item and we'll see whether we can get it in stock for you.
back to top Washing/Materials What are the recommended washing instructions for your clothes?
We recommend washing at 30 degrees and not tumble drying because this is best for our planet, but each garment has its own washing label with instructions.
back to top How do I wash the kids' raincoats?
You can wash them in cold water, on the delicate cycle, and with a mild detergent. Hang them up to dry, and do not put them in the dryer.
back to top Are your clothes fire-retardant?
No. Industry standards dictate that if a piece of children's or infant clothing is going to be fire-retardant it has to be coated with a chemical. The manufacturers of the brands we supply try to keep their clothes as natural as possible using mostly natural fibres.
back to top Technical Help I've forgotten my password, what should I do?
On the login page, click the 'forgot your password?' link by the login button and follow the instructions. If you continue to experience problems please contact us.
back to top I've changed my email address, what should I do?
Log in to your account using your old email address and password. Click on 'Edit Email Address/Password' under 'Account details' make your changes and press continue.
back to top I'm having problems entering my payment card details, what shall I do?
Firstly make sure that you have put in the correct details by checking all information carefully. Make sure your billing address exactly matches that on your card details.
After that contact your bank to ensure there are no problems with the card, and then contact us with details of any error messages received and we will investigate further. Sometimes Paypal experiences problems accepting debit and credit cards if the information given is not accurate or if it suspects a security risk.
back to top How do I unsubscribe from your newsletters?
Just click the 'unsubscribe' button at the bottom of the email newsletter.
back to top How can I contact you?
You can contact us by the following methods:
send us a message via our Contact Us page send us an email to firstname.lastname@example.org call us on +44 (0)844 332 1226
We aim to respond within a maximum of 48 hours (Monday-Friday).
back to top Whilst every effort is made to ensure that the information on this website is correct, Dolly Rose cannot accept responsibility for any errors made. Patterns and packaging may vary from those shown.