CUSTOMER CARE FAQS FOR PINDYDOLL
Hey…I got a Q?
What plastic do you take?
We accept all major credit and debit cards. We also accept payment via PayPal.
Are my deets safe?
Yes, your personal information will be treated with care and is only transferred over to us via a secure server connection.
No financial information is held on our systems. We are a member of "Verified by Visa" and "Secure by Mastercard" which provide additional security when using your payment cards for online
I’m international! What currency do you accept?
We accept payments in Pounds Sterling, US Dollars, Euros and Australian Dollars United Arab Emirates Dirham.
OMG my payment has failed?
Sorry doll your order will only be confirmed if the payment has been successfully processed. Make sure the card details are right, please try again and double check the information you are inputting. Just give us a holla if you need help …. firstname.lastname@example.org
Bae, I've got a discount code!
Great - you can use the discount codes on all items unless stated in the promotion. Unfortunately discount codes can't be applied to sale items.
Whats the damage on delivery?
Standard UK delivery is £2.99 or free for orders over £60. This is for 2-3 working day delivery to United Kingdom mainland.
Need it fast?
UK next day delivery is £6.99 with the cut off time being 2pm.
I'm totally European! How much is delivery?
The price for this is £6.99 for 4-5 working days delivery or free for orders over £120.
Im from the U.S OF A!!!!
We have two options for US customers. Standard delivery is £12.99 and takes 7-10 working days, and Express which is £14.99 and delivered within 1-2 working days using FedEx - you can totally get this free if you spend over £120.
Wheres my order at??
Don’t worry doll! If your order has not arrived by the estimated delivery date we’re here to help, but it's worth checking a few things before gettin in touch…
Our standard delivery service takes 2-3 working days and we will confirm when your order is on its way. If you order with next day delivery before 2pm Monday to Friday you will receive your goods the following day.
Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.
If you are uber busy and weren’t in to receive the delivery then the courier may have left the parcel with one of your neighbours or in a safe area at your palace, such as in a porch or garden shed. In this event the courier will post a note through your door to tell you where the parcel is.
If you still can’t find your parcel contact our Customer Service team via the contact us form or by emailing email@example.com quoting your order number.
Have you got my order?!
Once the order has been processed you will be sent a confirmation email. This is usually sent within a few hours. Check out your junk/spam folders if you haven’t shopped with us before and ensure you add us to your list of safe senders.
I need it like now! Can you send to my work?
Yes, we deliver to work addresses. When you are in checkout, please enter your work address in the Shipping Details section.
Do you deliver to BFPO?
Yes! We deliver to BFPO addresses. When you are in checkout, please enter your work address in the Shipping Details - Next day available at £8.99.
Help! My order says delivered but its not here!!
If the tracking is showing as delivered but you have not received your order then we need to contact the courier on your behalf.
Please email us on firstname.lastname@example.org with your name, order number (if you have this) and address. We can then look into this for you asap!
OMG my order has been sent back to you?
Our couriers attempt to deliver twice before returning items back to us as undelivered.
If your order has been returned to us, just give us a holla at email@example.com with as much information as possible so that we can arrange to send this back out to you.
Whats the 411 with returns? How long have I got?
You can return your item within 30 days provided the product is in its original, unused condition.
I need to send my item back
You can return your order in adherence to our returns policy* by post to our warehouse within 30 days of receiving it
The address for returns is:
PindyDoll Returns Department
3 Canary Way
We recommend you always obtain proof of postage from the post office or courier as we cannot offer compensation on items that get lost in transit before reaching us.
How do I get my item back to you?
1. Repackage the item in the original box and packaging.
Can I swap my item?
Yes, you can return your order back for an exchange within 30 days provided the product is in its original, unused condition. Please complete the return form so that we have all the information we require to process the exchange as soon as possible.
How long do returns take??
Please allow 2-4 working days from receipt of your return for it to be processed.
OOPS! I lost my return form!
If you do not have a returns form, you can include a note with your return. This must have your Full name, address, email address, order number and reason for return.
Bae my item was faulty!
If you have received a faulty item, please send this back to us using the returns form so that we can resolve the issue. You can also email us on firstname.lastname@example.org if you need to ask us a Q!
I got the wrong order! HELP!
If you have received a wrong item in your order, please send this back to us using the returns form so that we can resolve the issue. You can also email us on email@example.com if you need to raise
Get in touch!
Hey, how do I contact you?
You can contact us via our Contact Us page or by emailing firstname.lastname@example.org or by telephoning our Customer Care Team Monday to Friday 8.30am – 4.30pm and please note that we aim to come back to you within one working day.
Can I call my order through?
Unfortunately we are currently unable to accept telephone orders.
THE IT STUFF
I cant sign in
First, please check that you are using the correct email address and password to sign into your account. You can use the Forgotten Password link which will remind you of your password. If this does not help, please email us on email@example.com
If you have signed up to receive our Newsletters and have not received them, they may be going to your spam!. To correct this, please add firstname.lastname@example.org to your address book or safe email list.
I haven’t had an order confo!!
If you have not received a confirmation email, please email us on email@example.com and we will resend this email to you.
My payment failed?
When entering your card details, please ensure that you enter the correct details including the Billing address. If you need further assistance, please email us on firstname.lastname@example.org including your name, email address and type of card that you are using to place the order.
I wanted a new password?
It can take a few minutes for the email to come through, if you haven’t received anything after 30 minutes then email our Customer Care Team who will be happy to help.
How do I use my promo code?
We love a promo! If you have a promotion code you need to enter this on the basket page where instructed and press ‘Apply’. Please note that only one code can be used at any one time.