- Customer Service
Please note that orders will be dispatched on Friday 6th April as our office is currently closed for the Easter break.
If you would rather not wait for your order to be dispatched when we reopen, please email us at Customercare@dottyhippo.co.uk and we will arrange a refund upon our return. We apologise for any inconvenience caused.
Most items are dispatched by Royal Mail 48 and are typically delivered within 2-4 working days from the date of dispatch. We also offer Expedited Shipping within Mainland UK for many products, with delivery within 1 - 2 working days from the date of dispatch. Orders received before midday may be dispatched on the same day.
Deliveries are by Royal Mail 48 or Yodel (Standard Delivery), Royal Mail 24 (Expedited Delivery) or, for heavier items, by courier.
The following items are sent direct from the manufacturer/supplier and delivery information is as follows:
- Win Green playhouses are dispatched within 1-2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.
- Kiddiewinkles playhouses are dispatched within 1-2 working days by Yodel 2 day delivery. Smaller items are sent by Royal Mail.
- Millhouse items are made to order. Please allow up to 2 weeks for delivery.
- Easy2Name items are dispatched within 3-5 working days (if you select one of the special colours for an additional £2 the delivery time is up to 21 days).
- Mungai Mirrors are dispatched within 1-2 days by Royal Mail 48. Larger mirrors (60cm and over) are dispatched by UK Mail and usually arrive in 1-2 days.
If at any point we think that we will take longer than this, we will inform you as soon as possible. Please contact us for special delivery requests.
We hold the majority of our ranges in stock and get regular deliveries from our suppliers. We do everything we can to keep our stock levels up to date. In the unlikely event that you order an item that is not in stock we will contact you within 24 hours to ask if you want to wait for your item or would prefer a full refund.
The postage cost for most items sent to the UK mainland is £2.95 and Expedited Delivery is £5.85 (Band 1). The following items have a delivery charge of £5.95 (Band 2):
- Mirrors, Babyface, Millhouse and Tidy Books products
- Large Win Green and Kiddiewinkles products(playhouses, wigwams, pavilions, hanging tents)
- 3 Sprouts Toy Chests (all other 3 Sprouts items are £2.95 for delivery)
If you order multiple items you will only pay one delivery charge (if your basket includes one of the items listed above with a £5.95 delivery charge you will be charged £5.95 for your full order),
Delivery charges will be calculated automatically at the checkout.
We can deliver to some countries overseas. We are however unable to deliver to USA or Canada. When you enter an overseas address that we can ship to, you will be asked to select the appropriate delivery charge. Please note that we are unable to send acrylic mirrors overseas.
As delivery charges overseas can be very variable we reserve the right to cancel and refund your order if the delivery costs would be considerably in excess of this. However, if the delivery charge is lower we will refund the difference minus a small charge for packaging.
Isle of Wight, Northern Ireland and Channel Islands including Jersey
Parcels within the Royal Mail parcel size limits for a medium parcel cost the same for us to dispatch to the Channel Islands, Isle of Wight and Northern Ireland as to the Mainland UK. Unfortunately, larger parcels need to be sent by courier and can be very expensive. For this reason, we apply a standard charge for delivery. If your parcel is within the Royal Mail limits we will refund the difference between this standard charge and the charge we apply for Mainland UK delivery. As well as furniture items, some of our very large wall sticker sets including the Scroll Tree, Pirate Ship and Pirate Headboard are too long to be sent as a medium parcel. Please contact us if you would like advise on whether your parcel is likely to exceed the Royal Mail sizes.
For other countries, please email firstname.lastname@example.org for a delivery quote.
You may specify delivery instructions and / or have your order sent to a business address, however this is at your own risk and Dotty Hippo will not accept claims for missing parcels where you have instructed us to ship to an address that is different to the billing address, or for the couriers to leave the parcel anywhere outside the billing address.
Delivery to multiple addresses are not possible from a single order and customers should submit separate orders and be subject to separate delivery charges for each address.
Dotty Hippo Ltd cannot be held responsible for incorrect billing or delivery addresses being submitted at the time of order. Please double check your delivery address prior to submitting your order.
If failed deliveries are returned by the third-party delivery organisation to Dotty Hippo Ltd due to incorrect address information provided, a failure to react to delivery cards left by the courier or misplacement of the cards a charge for re-delivery to the customer address will be made.