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Shipping and Delivery

COVID-19 UPDATE

Last updated on Monday 23rd March - 23.30pm

We have reviewed the updated advice from the government and taken the tough decision to temporarily close the studio and the fulfilment side of our online store. We will continue to accept orders online but please note that any orders placed after midday on 24th March will be dispatched as swiftly as we can when the studio reopens.

If you are able to place an order now and wait for delivery we will REALLY appreciate your support. In addition we will also be selling gift cards that are valid for 2 years.

In the coming weeks our priority will be to protect our staff, family, friends and community from illness. As soon as we have further details of when we are able to reopen the studio and start dispatching orders we will advise all customers via email and notices on our website and social media.

We are regularly checking emails (albeit at home in our pyjamas) so please do not hesitate to get in touch if you need anything. Contact details can be found either on your confirmation of order email or your confirmation of shipping email or on the contact page of our site.

Stay safe and healthy!

All at Dorothy

Please scroll down for details of what to do if your order is late or arrives damaged.

We ship internationally. We offer FREE standard shipping to orders over £50 (UK) and to orders over £100 (Europe and Rest of the World).

We aim to ship the majority of products within 1-2 working days of receiving an order, however there can be small delays during our busiest periods. Shipping estimates are based on traditional working days (Monday - Friday). Calculations do not include Saturdays or Sundays.

Estimated delivery dates are only a guideline and are not guaranteed. Although the majority of parcels arrive on time external factors beyond our control can delay your order. Your order is important to us.

Shipping Options

The shipping options available to you will be displayed at checkout when you enter your delivery address and location.

Shipping to the UK - We offer two services within the UK. Our Standard service is sent via Royal Mail 24 (delivery aim 2-3 working days) and our Next Day service is sent via Royal Mail’s Special Delivery service. For next day delivery orders have to be placed before 2pm (Monday to Friday only). Orders placed over the weekend are dispatched on Monday for a Tuesday delivery.

Shipping to Europe - We offer two services to Europe (EU Countries). Our Standard service is sent via Royal Mail International (delivery aim 5-7 working days) and our Priority tracked service is sent via Royal Mail International Tracked or Royal Mail International Signed (delivery aim 4-6 working days).

Shipping to Rest of World Zone 1 (including North America, Australasia, Norway and Switzerland) - We offer two services to Rest of World Zone 1. Our Standard service is sent via Royal Mail International (delivery aim 8-10 working days) and our Priority tracked service is sent via Royal Mail Tracked or Royal Mail International Signed (delivery aim 6-8 working days).

Shipping to Rest of World Zone 2 (including Africa, Asia, Central and South America, Far and Middle East) - We offer two services to Rest of World Zone 2. Our Standard service is sent via Royal Mail International (delivery aim 15-20 working days) for and our Priority tracked service is sent via Royal Mail Tracked or Royal Mail International Signed (delivery aim 10-15 working days).

We receive proof of posting with all our Standard services but only our Priority services are tracked. If you are ordering from overseas and time is of the essence please consider using our priority tracked service.

Orders sent outside the EU may be subject to import duties and tax depending on the country of destination and the value of the order. All parcels are sent with the relevant paperwork needed to clear customs. The recipient is responsible for paying any tax levied.

Late Orders

Estimated delivery dates are only a guideline and are not guaranteed. Parcels can be subject to small delays beyond our control especially at busy periods such as Christmas.

We have to wait 7 working days after a parcel’s estimated delivery date to declare it lost so if your order has not arrived by its estimated delivery date we would suggest that, if possible, you wait a further 7 working days before contacting us. Many missing parcels will arrive within this time frame. For the purpose of calculations we use traditional working days (Monday - Friday).

Your order is important to us and we are always here to help so if you need further information or advice about a missing parcel please do not hesitate to contact us by replying to the confirmation of order or confirmation of shipping email we will have sent you. We are committed to resolving issues as fast as we can.

Damaged Orders

The majority of our order do arrive safely but unfortunately some do get damaged in transit. We always replace damaged parcels. Please contact us with your order number to report a parcel damaged.

Wrong Orders

We do occasionally mess up! But we will always rectify our mistakes. Please contact us with your order number if you have received a wrong order.

Dorothy Creative Limited is a limited company no. 6634344. VAT registration no. 935 5892 80. Dorothy is a registered trademark.