Frequently Asked Questions
Do I receive a confirmation email for my order?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add orders@dollbeauty.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact customerservice@dollbeauty.com.
How do I know you’ve received my order?
Once you’ve placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you. Once our warehouse team have processed your order, you will receive a second email to let you know that your order is on its way to you.
How will I know when a product is back in stock?
You are able to select a reminder email on each product page so you’ll be the first to know once it has landed back in stock.
Where else can I buy Doll Beauty products?
We are sold in a wide range of Boots stores if you want to go and see the product and on-line stores; Look Fantastic, Harvey Nichols Beauty Bazaar, Pretty Little Thing, Beauty Bay, False Eyelashes and BPerfect Cosmetics.
Do you sell replacement bands for your eyelash curlers?
No we don’t, with a lot of use after time the rubber band in your curlers may not be as spongy, this longer term use will also effect the springs in your handles………..so unfortunately this will be the time to purchase a new pair of eyelash curlers and say RIP to the trusted pair who have got you through day to day glamour-fying!
How often should I clean my brushes?
If you use your brushes daily on yourself we recommend once a week shampoo clean but in between this we recommend using an alcohol makeup brush cleanser.
How do I clean my brushes
Use a gentle shampoo and water and wash the brush head only, repeat until water runs clear. Place brushes to dry on a flat surface on a towel or kitchen roll, never leave brushes standing upright as this will cause the brush head and handle to break contact………remember to look after your brushes and your brushes will look after you for years 🙂
Can I apply mascara over my false lashes?
We don’t recommend that if you want the maximum uses out of your lashes but this can be done if you choose.
How should I look after my lashes?
Handle your Dolls with care 🙂 Carefully peel them from your lash line and then we recommend with tweezers to gently peel any glue which is visible from the lash band. Place them to bed in your lash tray/box to keep them safe until you are ready to use them next. Remember looked after lashes can be used up to 20 times.
What are your opening hours?
Monday – Friday 9-5pm
How do I contact you?
Please email customerservice@dollbeauty.com or call 0330 088 6480 and we aim to respond to all messages with 24 hours.
Can I change my shipping address once my order has been completed?
We will try our best to change this for you but your order may have already been picked, packed and despatched by the time we receive your email. Please email customerservice@dollbeauty.com as soon as you can with your name, order number and new delivery address you would like your parcel to be shipped to.
My item has been returned back to you?
If delivery attempt has been made, you will generally get an email/while you were out card for this to be re-delivered. If you don’t arrange re-delivery this will get returned back to the sender (us), once this comes back to we will contact you and ask if you would like this redelivered or refunded, if this gets re-delivered you may have to pay shipping costs again.
I’ve tracked my parcel and it shows delivered but I haven’t received it?
Please check with your neighbours or your ‘safe’ place where parcels are sometimes left, if you still can’t locate your parcel please email customerservice@dollbeauty.com and we will contact the courier on your behalf for further information.
Can I track my order once it has been despatched?
Depending on the service you selected you will be issued a tracking number as soon as it leaves our warehouse, you will then be able to track the progress of your parcel.
What couriers do you use?
For all UK orders we use Royal Mail and Amazon Shipping and for all International orders we use DHL.
Will I be charged for import duty?
You won’t be charged any import duty if your having your parcel delivered to the UK but other destinations may incur charges. We cannot be liable for any customs charges incurred once the parcel reaches your country. Any customs charges must be paid by the recipient of the parcel. Doll Beauty has no control over these charges as custom polices change frequently. If choosing DHL Express the custom fees will be paid by the carrier and notified to you via their automated solution to ensure no delays in transit. If you have any customs related questions you are advised to contact your local customs office.
How long does shipping take and what are your prices?
UK
Next Working Day delivery £5.00
International – DHL Express
All Express Worldwide shipments are dispatched via DHL Express offering the fastest possible shipping solution. Delivery depends on your country but within 1-2 days your order will be delivered and is from £10.00
Europe – Next Day
US – 1-2 Days
Australia 2-4 Days
Once your order is shipped you will receive a shipping notification from DHL (On Demand Delivery)
DHL On Demand Delivery will then keep you fully up to date via email or SMS on the preferred shipping date, time and final mile option, if this doesn’t fit your schedule that’s ok, you are in control and have the ability to change to an option that suits you for no additional costs
DHL On demand provides the below free delivery options:
Deliver my package on another day – Schedule Delivery
Deliver my package to another address – Alternative delivery to work or family
Delivery my package at a safe place – Authorise shipment release
Deliver my package with a neighbour – Leave with Neighbour, Reception or Guard
Delivery my package to a DHL Service Point – Hold locally for collection
Request to hold my package – Vacation hold for us to 30 days
What countries do you ship to?
We ship worldwide.
I have received the incorrect product?
So sorry Doll! Please email our team customerservice@dollbeauty.com within seven days of receiving your order with your name, email address, order number and what you received and we’ll get it corrected asap.
How long do refunds take?
Please allow up to 7 days for your refund to be processed, you will be refunded back to the original payment method you paid with and this usually clears into your bank within three working days.
Will my shipping costs be refunded?
If you have received your order but choose not to keep it (or part of it) and return it to us, your postage will not be refunded as it has paid for the shipping service that got the parcel to your delivery address.
Will you refund my return postage?
Sorry we cannot reimburse you for the cost of you shipping your unwanted items back to us.
Can I return my order?
Yes; we accept returns as long as they are returned back to us within 14 days of you receiving your order and items have not been used and are in perfect selling condition. We recommend sending back your items via a registered service as we can take no control over lost parcels being returned back to us. Please return your items back to:
Doll Beauty
PO Box 138
OL10 9BH
How long is your return policy?
14 days from receiving your item.
What is your return addres?
Doll Beauty
PO Box 138
OL10 9BH
What is your return policy?
We offer full refunds or exchange on all items as long as they have been unused, in the original packaging and in a saleable condition within 14 days.
Why has my payment not gone through?
Your order will only be confirmed if the payment has been successfully processed. You may have entered incorrect details please try again and double check the information you are inputting. Please contact us if you continue to have difficulty placing your order at customerservice@dollbeauty.com
What currencies and payment methods do you accept?
We accept PayPal, Shopify Pay, Apple Pay and Google Pay, so all currencies and major credit and debit cards are accepted. Unfortunately, we don’t currently accept PayPal credit transfers. We also accept Klarna, and Clearpay, buy now pay later payments.
Is my payment information safe?
Absolutely! Your payment information is transferred over to us via PayPal/Shopify so we don’t hold or see any of your financial information.
Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
How can I increase my chances of being accepted for Pay later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Am I eligible for Pay later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
How does Pay later in 30 days work?
Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
I haven’t received an email with my statement/payment information.
Pay later in 3 interest-free instalments:
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
Pay later in 30 days:
If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I have asked for a refund. How will I be refunded?
Pay later in 3 interest-free instalments:
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
Pay later in 30 days:
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I have cancelled my order. How long will it take until I receive my refund?
Pay later in 3 interest-free instalments:
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
Pay later in 30 days:
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I’ve received a statement, but I’ve not yet received my goods.
Pay later in 3 interest-free instalments:
In the event that your goods have not been received please call Doll Beauty to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
Pay later in 30 days:
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Doll Beauty to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens to my statement, when I’ve returned the goods?
Pay later in 3 interest-free instalments:
Once Doll Beauty has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
Pay later in 30 days:
Once Doll Beauty has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.
Have you received my payment?
Pay later in 3 interest-free instalments:
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
Pay later in 30 days:
If you pay by card, Doll Beauty will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.
Can I pay before the due date?
Pay later in 3 interest-free instalments:
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Pay later in 30 days:
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Doll Beauty. All transactions take place via connections secured with the latest industry standard security protocols.
I have been asked to go to the Klarna site. Is this correct?
Pay later in 3 interest-free instalments:
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Pay later in 30 days:
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.
What happens if I don’t pay for my order?
Pay later in 3 interest-free instalments:
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Doll Beauty from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.
Pay later in 30 days:
Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.
What happens if I cancel or return my order?
As soon as Doll Beauty have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What are my payment options with Klarna?
Pay later in 3 interest-free instalments:
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
Pay later in 30 days:
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app. What happens if I cancel or return my order? As soon as Doll Beauty have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Doll Beauty run credit searches against you that could impact your credit rating.
What do I need to provide when I make a purchase?
Pay later in 3 interest-free instalments:
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Pay later in 30 days:
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Doll Beauty and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
What is Clearpay?
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
How do I use Clearpay?
Just shop on Doll Beauty and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you've used Clearpay before, just log in to your Clearpay account.
Then complete your order!
Where can I use Clearpay?
Take a look at the Clearpay Shop Directoryto check out our amazing partners where you can use Clearpay.
Who can use Clearpay?
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
How does the Clearpay payment schedule work?
Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
What if I can't pay a Clearpay instalment?
If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes like any order from Doll Beauty website.
Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, your order value including shipping must be between £1 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
Can I use another form of payment with Clearpay?
Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
How do I return or exchange an item purchased with Clearpay?
Items purchased with Clearpay follow our standard return process.
Please note, refunds for Clearpay purchases will be refunded from Merchant Site to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
Where can I find out more about Clearpay?
Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.
