FAQ

FAQ

Shipping & Delivery

How long does it take for my products to be made and delivered?

Production and delivery time varies depending on the item(s) ordered, your customisation options and your location. We always aim to deliver within 4 weeks from the date of your order.

Can I pick up my order direct from Jollydoll?

Sorry, this is not possible. Currently we do not have a showroom or a store to pick-up products directly.

How can I track my order?

To track your order, you will receive an email with our delivery service tracking details of your order.

Does someone need to be home to accept delivery?

Yes. It is necessary for someone to be available to accept delivery as we use a secure courier who requires a signature as proof of receipt.

Furthermore, our carriers provide a door-to-door service, which does not include carrying the items inside, carrying items up stairs, placement, or removal of packaging. If your order includes larger items or you are not comfortable carrying your items, we suggest having an additional person to assist with the placement of your items inside.

My items haven’t arrived yet. What can I do?

Please allow up to 4 weeks from the day you received the order confirmation. For any additional concern, please do not hesitate to email us at [email protected]

How do I change my shipping address after my order has been placed?

Simply email [email protected] with the address change.

How will I know how my order is progressing?

Once your payment is received, your purchase is sent directly to the workshop. So that you can monitor the progress of your purchase you will receive three emails regarding the status of your order. You will be alerted by email at the following stages;

Once your payment has been accepted

Once your order is dispatched from our manufacturer into your chosen address

Once your order has been delivered

Warranty

What are your Warranty Terms and Conditions?

Jollydoll warrants all goods for a period of three years under normal usage, to be free from defects in material and workmanship. Jollydoll’s liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.

This warranty does not cover:

Normal wear and tear;

Damage arising from abnormal use, or abuse;

Products which have not been maintained, or which have been modified;

Any indirect or consequential loss.

This warranty applies only to the original purchaser. Order Number or invoice is considered proof of purchase. All works carried out by a party under instructions from Jollydoll will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by Jollydoll to be faulty a new item will be provided. All other warranties, express or implied, are excluded.

How long is your warranty?

All products are backed by a three year warranty.

What do I do if I have a problem with a Jollydoll product?

We will help you with any queries after your purchase. Contact us at [email protected] if you require any assistance with your product after purchase.

Special order and Customisation

What can I customise in the furniture range?

Customisation options vary depending on the product you have selected. You will be able to select the size, shape, material and color of the components and we will let you know about feasibility and cost. Then we can produce it for you.

Can I request colors to be used that are not in the Jollydoll offer?

In your Special Order Request email, you can specify a color and Jollydoll will decide if it is possible and send you an email about price and delivery time.

Can I request custom dimensions of my product?

Yes, with products ordered as a Special Order.

I have purchased from you before. How can I match materials and finish from this earlier purchase with my next?

All purchase information would have been outlined in the receipt that was sent to you from [email protected]. Please email [email protected], state the email address that was used to make your purchase and we will supply your previous order information.

How do I purchase multiple quantities of the same design?

To purchase quantities of the same design, simply add your item to your cart and edit ‘quantity’ .