Dinkum Dolls Pretend Pack
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Receive Free Standard Shipping storewide when you spend over £75 sitewide (For all Domestic and UK orders) 

Free shipping is for all Domestic and UK orders over £75. For orders under £75, we offer a flat rate of:

• £4.95 for standard packages within England, Wales and Scotland
• £11.95 for Northern Ireland.

We also offer express shipping at a rate of:

• £6.95 for England, Wales and Scotland 
• £29.95 for Northern Ireland

International customers - Yes!  We can ship to you!  Please refer to our shipping estimator in cart for shipping rates.

*Please note that all our rugs have free shipping for UK only.

Orders placed before 12pm GMT will be processed same day. Orders placed on weekends or bank holidays will be processed next business day. We will endeavour to process all orders within these times frames, however there may be delays during busy sale periods.

Once an order has been placed, please allow 2-5 business days for standard delivery. Express shipping is available for UK orders and will take 1-2 days to be delivered.

If delivery is unsuccessful the customer will be responsible for any redelivery charges should they arise.

Please note that we will be unable to cancel orders, change shipping methods or product during busy sale periods.

Please allow up to 5 business days for orders to be dispatched during busy sale periods. Our warehouse will be working overtime to ship out an increased volume of orders during sales periods so please keep this in mind as we are unable to change or cancel orders once your order has been finalised.

Once your order is dispatched you will receive shipping confirmation, plus tracking details for your order.

Great! We'll get that shipped out to you as soon as your item is in stock. Please note that if you have any other items in your cart that are not on pre-order, your whole order will ship together once your pre-order item is in stock.

If you have any questions about this, simply reach out to our Customer Happiness team at customerservice@olliella.com or catch them on the live chat, via our website.

Please note that we are be unable to cancel orders, change shipping methods or product after an order has been made.

As there is a small window between when you place your order and our warehouse team picking and packing it, we are often unable to change an address once the order has been placed. If you have entered the wrong address, please contact our customer happiness team immediately at customerservice@olliella.com, ensuring your email subject title is “Urgent – Address Change” and they will do their best to try and catch it.

If you have received a tracking number already, we recommend giving your courier a call and asking them to redirect your order.

Olli Ella cannot be held accountable for failed deliveries resulting from an incorrect address entered at purchase. If your package is returned to sender, please contact us and we’ll be happy to issue a store credit for the value paid, minus any shipping fees.

Please note: Any delivery addresses received incomplete or that require changing on an order will delay the dispatch and delivery time.

We ship to over 80 countries worldwide - view our Shipping Regions page for a full list of countries we ship to and select your shipping destination to see which site to order though.

We now offer shipping to selected countries in Europe. Orders to the value of £135+ will be subjected to duty fees. These charges must be covered by the recipient. Orders being shipped to Europe are not eligible for free shipping & will occur the below shipping fees at checkout.

We now offer shipping to the below countries. Any additional charges must be covered by the recipient. Orders being shipped internationally are not eligible for free shipping & will occur the below shipping fees at checkout.

We work with Royal Mail for our standard shipping. DPD for our express shipping for UK orders & UPS for international orders.

Express shipping is available for all UK orders and will take 1-2 days to be delivered. Express shipping is at a rate of £6.95 for England, Wales & Scotland as well as £29.95 for Northern Ireland.

All orders shipping to the EU will be subjected to VAT. Orders to the value of £135+ will be subjected to VAT & duty fees. These charges must be covered by the recipient. Orders being shipped outside of the UK are not eligible for free shipping.

As we have a warehouse in the EU, any orders shipped to EU countries will not have to pay import duties on their order. Please ensure you are shopping through our EU store. VAT will be added at the cart. If you are in a country that is outside of the EU, you may be subject to customs fees. To check these duties, please check with your local customs authority. For further information please visit our EU delivery page.

Olli Ella is committed to delivering high quality products to our customers. We understand that sometimes things can go wrong.

We offer full refunds or 110% credit notes, if the product does not meet quality standards or if you change your mind.

Some conditions as follows;

• Is returned within 30 days of order delivery
• Item arrived faulty
• Has not been used or worn
• Is not soiled or damaged
• Has original packaging and tags
• Return authorisation number has been issued
• Due to hygiene reasons underWARES briefs are unable to be returned for a change of mind or incorrect size purchase

For all change of mind returns on products outside of our WARES range, shipping is at the customers expense. Simply reach out to customerservice@olliella.com to begin your returns process. 

If all of the above conditions are met, please use the below process when requesting to return product:

1. Contact our Customer Happiness Team on customerservice@olliella.com to request your return. Please explain reason for return, request a credit note or a refund, and reference your order number. If you believe you have received a faulty item, please send in photos to support your claim.
2. Please return your product in its original packaging and return within 30 days of receiving your order.
3. Download and complete your returns form, please pop this in with your return item.
4. Please return your product to the below address:
   
   Attn: Olli Ella Returns
   Hemisphere Freight Services
   53-65 Whitehouse Road
   Ipswich, Suffolk
   IP1 5PB

Please note returns sent to any other Olli Ella address will not be accepted and/or may incur a £10 redelivery fee

Packages received after this period will not be accepted. We suggest using a tracked service to ensure your return reaches us safely.

Once we receive returned goods and they prove to be in original condition with packaging and documentation, we will process the credit note or refund. Please note that Olli Ella is not responsible for transit costs for returned items. These are at the customer's expense unless a product has a fault. *Excluding WARES

If you’d like to contact us about a product that you received as a gift. Please make sure to provide us with the name or email address of the original purchaser so we can locate their order and assist you further.

If the purchase was made through one of our stockists, please refer to the below section “I purchased through a stockist”

If your purchase is still within their returns window, please reach out to them directly and they will be more than happy to look after you. Alternatively, if this period has been exceeded, you can reach out to our wholesale team on b2b@olliella.com, who will be happy to look into this for you.

To ensure they can help you as quickly as possible, please provide the following information:

• Product Name
• Photos of any fault along with the swing tag, showing the Olli Ella batch number
• Stockist Name
• Date of purchase
• Any proof of purchase you may have

Where a credit note is issued, it will be at 110% of your order value, excluding shipping costs. Credit notes will be sent via email once your return has been processed, it will then be available to use immediately through our online store.

Faulty or damaged items can be returned by following the above process. Please contact customerservice@olliella.com

We now offer free returns on WARES apparel (excludes underWARES briefs and bodysuits) for all domestic orders. Please reach out to our Customer Happiness Team following the returns process and our team will issue you a returns authorisation number for your return. You will receive a free shipping label inside your parcel. Easy!

For all change of mind returns on products outside of our WARES range, shipping is at the customers expense. Simply reach out to customerservice@olliella.com to begin your returns process. 

Please note shipping costs, sale items (sale apparel returns accepted) and gift certificates are non-refundable.