Returns

We want you to be completely happy with your purchase.  If you are not, just return within 30 days of receipt and we will give you a full refund, including any original standard UK delivery charges, or replace the item if you prefer. Please note that if you used our Expedited Shipping service, we are unable to refund you for the additional cost of this service. We are also unable to refund delivery charges for orders shipped outside the UK.

Before returning your item, please call us on 0203 026 5426 or email info@dottyhippo.co.uk so that we can advise you on how to return it.  We may send a courier for larger items and the delivery address may vary depending on the items ordered.  Also, there are occasions when it may not be necessary for you to be inconvenienced by sending a product back to us.

We cannot refund delivery costs for returning items unless they are faulty.  Please ensure you have proof of posting your item back to us from the Post Office.  

When you make a purchase online you have the legal right to cancel the contract without reason up to 14 working days starting the day after delivery of goods. You do not have to give any reason for cancellation, however, a brief explanation will help us to improve the service we offer to customers in the future. 

If you cancel the contract within this time you are required to return the product(s) in question to us at your own cost.  You have a duty of care for the products during the cancellation period in order for a refund to be given.  You are advised to return the product with the original packaging to ensure that the product is not damaged on the return journey.

Any payments you have made will be refunded in full within 7 days. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection.  If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.  This cancellation policy does not affect your legal rights – for example, if goods are faulty.

If you wish to exercise the right to cancel the contract prior to despatch of goods, please email info@dottyhippo.co.uk. If your order has already been despatched please follow our returns information.

Please note that your right to return products does not apply on personalised items.  These may only be returned if they are faulty.

Faulty Items

Please inform us of any fault within 30 days of receiving your item and return it within 14 working days for a full refund.

Delivery Information

The majoriry of our items are delivered within 2 working days from the date of dispatch although this is not guaranteed and can take up to 4 working days, especially during busy periods. We aim to dispatch orders received by 10.30 a.m on the same day. We also offer Expedited Shipping within Mainland UK for many products, with delivery within 1 - 2 working days from the date of dispatch. We do not ship on weekends or Bank Holidays. Deliveries are by Royal Mail 48 (Standard Delivery), Royal Mail 24 (Expedited Delivery) or, for heavier items, by courier. The following items are send direct from the manufacturer/supplier and delivery information is as follows.

WIN GREEN playhouse are dispatched within 1 - 2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.

KIDDIEWINKLES playhouse are dispatched within 1 - 2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.

MILLHOUSE playhouse are dispatched within 1 - 2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.

EASY2NAME playhouse are dispatched within 1 - 2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.

MUNGAI MIRRORS playhouse are dispatched within 1 - 2 working days by Fedex next working day delivery. Smaller items are sent by Royal Mail.

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 supplier. 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.