Shipping policy

At The Doll House, we are dedicated to providing our customers with fast, reliable, and transparent shipping services, including free shipping on all orders. This Shipping Policy outlines our delivery timelines, costs, procedures, and support to ensure you enjoy a seamless shopping experience.

Order Processing

  • We aim to process all orders within 1–3 business days. Please note that business days are considered Monday through Friday and exclude weekends and public holidays.
  • This processing time is separate from the shipping time and does not include the delivery period.

Orders placed on Friday afternoons or over the weekend may take a little longer.

  • After processing, the order will be shipped.

Average delivery time is 8–12 business days, because of the clearance sale.

We always strive to make the ordering and shipping process as simple as possible for our customers. If you have any questions or concerns, please don't hesitate to contact our customer service team.

Order Cancellation

Once an order has been placed, it enters our processing system immediately. For this reason, it is not possible to cancel an order after it has been submitted. However, you may return your item(s) within 14 days of delivery in accordance with our return policy.

Delivery Times

Once your order has been processed, delivery typically takes 8 to 12 business days. While we strive to work as efficiently as possible to deliver your order on time and according to schedule, please be aware that external factors beyond our control may occasionally cause delays. As a result, delivery could take up to 21 business days to reach you.

  • Weather Conditions: Severe weather events such as heavy rain, snowstorms, hurricanes, or typhoons can disrupt transportation networks. These conditions may delay flights, road transport, or shipping schedules, causing temporary delays in delivery.
  • Peak Demand Periods: During high-volume shopping seasons or holidays, courier services and customs offices experience increased workloads, which can slow down processing and delivery times. Examples of such peak periods include:
    • Black Friday and Cyber Monday sales
    • Christmas and New Year holidays
    • National holidays such as Easter, Thanksgiving, and local public holidays in your country or the shipping origin
  • Customs Clearance Processes: For international shipments, packages must pass through customs inspections in the destination country. Customs clearance involves verifying the contents, value, and legality of the goods to ensure compliance with local import regulations. This process may include:
    • Payment of import duties or taxes by the recipient
    • Physical inspection of the package by customs officers
    • Verification of required documentation such as invoices or certificates

Customs clearance times vary by country and can sometimes cause delays beyond the estimated delivery window.

Tracking Information

You will receive your tracking details by email once your order has been processed and is ready for collection by the courier. Please allow 1–2 business days for your tracking number to be updated in the carrier's system. (For example, if you receive tracking information on a Friday, it may not update until Monday when the shipment is collected from our warehouse.)

You can track your order conveniently on our store page by visiting: https://zelorava.com/apps/parcelpanel

To track your order, please enter your order number, email address, and the tracking number provided in your shipping confirmation email. This allows you to monitor the progress of your package and know exactly when to expect delivery.

Order Cancellation

Once an order has been placed, it is immediately processed to ensure fast delivery. Therefore, it is not possible to cancel an order once it has been completed.

Shipping & Order Fulfillment

All orders are shipped directly from our trusted suppliers outside the UK. These suppliers are well-established and reputable. They adhere to strict quality control standards and operate in full compliance with UK laws and regulations. This ensures that every product you receive meets the highest quality standards, reflecting our commitment to excellence and customer satisfaction.

Free Shipping & Additional Charges

We offer free shipping on all orders as part of our commitment to convenience and affordability. However, in rare cases, additional shipping charges may apply due to exceptional circumstances such as oversized or unusually heavy items, or delivery to remote locations.

You are responsible for all applicable taxes and fees related to the delivery of your order, including but not limited to:

  • Sales tax
  • Value-added tax (VAT)
  • Customs duties
  • Excise duties

Damage on Delivery

  • If any items are damaged upon delivery, please contact us within 5 days of receiving your order.
  • Provide photos or videos of the damage along with your order details to help us resolve the issue promptly.

Restrictions and Exceptions

While we strive to meet all estimated delivery times, unforeseen circumstances may cause delays, including:

  • Customs inspections and clearance
  • Severe weather conditions
  • Force majeure events beyond our control

The Doll House is not responsible for delays caused by these factors.

Customer Support

If you have any questions or concerns about your order or our shipping policy, our customer service team is here to assist you.

Please contact us at:
Email: info@thedollhouse.com

The Doll House is committed to delivering an exceptional online shopping experience, including fast and dependable shipping. By adhering to this Shipping Policy, we ensure that every customer receives their orders as quickly and smoothly as possible.