FREQUENTLY ASKED QUESTIONS
Everything you need to know about shopping with Lily Doll Boutique. Can’t find what you’re looking for? Get in touch with us at hello@lilydollboutique.com ♡
ABOUT LILY DOLL BOUTIQUE
ARE LDB PIECES HANDMADE?
Lily designs every Lily Doll Boutique piece, with many of our designs handmade or featuring hand-finished details.
WHERE ARE YOU BASED?
Lily Doll Boutique is a UK-based brand, with our LDB HQ located in Birmingham, UK.
You can also find selected LDB pieces at our stockists. Head over to our Stockists page to find your nearest LDB location.
CAN I SHOP LDB IN PERSON?
Yes! Selected LDB pieces are available to shop in person at Lily Doll HQ and through our stockists.
Visit our Stockists page for locations, addresses and directions.
ORDERS
I’VE PLACED AN ORDER — WHAT HAPPENS NEXT?
Once your order has been placed, you’ll receive an order confirmation by email.
Our team will then get your Doll pieces ready for you. Once your order has been dispatched, you’ll receive another email with your shipping information and tracking details where applicable.
CAN I CHANGE OR CANCEL MY ORDER?
We start processing orders as quickly as possible, so we can’t guarantee that changes or cancellations can be made once your order has been placed.
If you’ve made a mistake, contact us as soon as possible at hello@lilydollboutique.com with your order number and we’ll do our best to help.
I HAVEN’T RECEIVED MY ORDER CONFIRMATION?
First, have a little check of your junk/spam folder as our emails sometimes like to hide in there!
If you still can’t find it, contact us with the name and email address used to place your order and we’ll look into it for you.
SIZING & PRODUCTS
HOW DO I KNOW WHICH SIZE TO ORDER?
Please refer to our Size Guide before ordering, as sizing can vary slightly between different designs and styles.
If you’re still unsure, get in touch with us before ordering and we’ll be happy to help you choose your best fit ♡
WILL MY LDB PIECE LOOK EXACTLY LIKE THE PHOTO?
We always aim to represent our pieces as accurately as possible.
However, due to the nature of handmade and hand-finished details, there may occasionally be tiny variations between pieces. We think that’s part of what makes them so special!
AN ITEM I LOVE IS SOLD OUT — WILL IT COME BACK?
Maybe! Some of our pieces are produced in limited quantities and may not return once they’re gone.
Restocks will be announced through our website and socials, so keep your eyes peeled ♡
DO YOU MAKE CUSTOM PIECES?
At Doll, we LOVE creating custom pieces...
If you have something special in mind, contact us with as much information as possible and our team can let you know whether it’s something we’re able to accommodate.
SHIPPING
WHERE DO YOU SHIP?
We ship WORLDWIDE!
Available shipping methods, costs and estimated delivery times will be shown at checkout based on your location.
HOW LONG WILL MY ORDER TAKE?
Please remember that processing time and shipping time are separate.
Some Doll pieces require additional preparation before they’re ready to leave us, particularly designs involving handmade or hand-finished elements.
HOW CAN I TRACK MY ORDER?
If tracking is available for your chosen shipping service, you’ll receive your tracking information by email once your order has been dispatched.
DO I HAVE TO PAY CUSTOMS OR IMPORT FEES?
International orders may be subject to customs duties, taxes or import fees depending on the destination country.
These charges are determined by your local customs authority and are the responsibility of the customer.
MY PARCEL IS DELAYED — WHAT SHOULD I DO?
Occasional courier delays can unfortunately happen and are outside of our control.
We recommend checking your tracking information first. If you’re concerned about your parcel, contact us with your order number and we’ll help wherever we can.
RETURNS & EXCHANGES
CAN I RETURN MY ORDER?
We understand that sometimes things just aren’t quite right.
Please visit our Returns Policy for full information regarding return eligibility.
WHAT IF MY ITEM ARRIVES FAULTY?
We take so much pride in our pieces and want you to love your order.
If you believe you’ve received a faulty or incorrect item, please contact us as soon as possible with your order number and clear photos of the issue so our team can help.
COLLABORATIONS & CREATORS
DO YOU WORK WITH INFLUENCERS & CONTENT CREATORS?
We do — but we’re very selective with the collaborations we take on.
We’re incredibly grateful for the amount of people who want to work with LDB. However, an enormous amount of time, love and dedication goes into creating our pieces, which means we unfortunately can’t offer complimentary pieces for every collaboration request we receive.
HOW CAN I APPLY TO COLLABORATE WITH LDB?
Please send your collaboration proposal, social links and any ideas to hello@lilydollboutique.com.
We receive lots of requests, so unfortunately we may not be able to respond to every application.
STOCKISTS
I’D LOVE TO STOCK LILY DOLL BOUTIQUE — WHO DO I CONTACT?
We’d love to hear more about you!
For stockist and wholesale enquiries, please contact hello@lilydollboutique.com with information about your store, location and any relevant links.
STILL NEED HELP? ♡
We’re always happy to help.
For order enquiries, product questions or anything else DOLL, contact us at:
If your enquiry is about an existing order, please include your order number so we can help you as quickly as possible.
Love,
Lily Doll x