Name: Dolly and Dotty
Address: GEMINI HOUSE, 136-140 OLD SHOREHAM ROAD, Brighton, East Sussex
Rating: 4.81

“Please note the above score refers to your refund process ONLY. At the end of March I ordered two dresses. Unfortunately, one of these was too big and was returned to you on 3rd April. Royal Mail tracking indicates that this was delivered on 6th April. To date ( 16th April) I have not received any contact from you to confirm or acknowledge this, I have also not yet received the expected refund which is disappointing. Whilst there was no invoice enclosed with the order - I enclosed my full details, order reference number and reason for return to enable a speedy refund. I had a similar experience when last year I ordered two of the same dress in different sizes. I returned one and after two weeks of hearing nothing contacted you by email chasing the refund. Whilst I am more than happy with the five dresses and petticoat I have purchased - your refund process needs to be reviewed.”

Helpful Report

Posted 3 days ago

Dear Sandra, We're truly sorry for the inconvenience and frustration caused by the delay in processing your refund. We understand how important it is to promptly handle returns and issue refunds. Please accept our sincerest apologies for any inconvenience this may have caused you but we are thankful for your feedback so we can do better next time. As a small team, we sometimes encounter delays in processing returns, especially during busy periods. However, I'm pleased to inform you that your refund for the returned dress has already been processed. If you haven't received it yet, there might be a delay in the banking system, but rest assured, the refund has been initiated from our end. If you have any further concerns or questions regarding the refund, please don't hesitate to reach out to us via email or chat. We always make sure our customer service is top-notch to ensure customers' complete satisfaction. Thank you for your understanding and patience. We look forward to resolving this matter for you swiftly. Best regards, Dolly & Dotty

Posted 2 days ago

“Poor quality so I sent it back. Still not received a refund though.”

Helpful Report

Posted 6 days ago

Dear Julia, We're truly sorry to hear about your recent disappointment with the fabric quality of the dress you purchased. Our fabric selection can indeed vary between designs, resulting in different thicknesses and textures. We genuinely apologize that the material of this particular design didn't meet your expectations, especially after your positive experiences with our previous dresses. Your feedback regarding the fit and fabric is crucial to us, and we'll strive to ensure consistent quality across all our designs. We've already processed the refund for the returned dress, and it should be reflected in your account shortly. We value your loyalty and support towards Dolly and Dotty. If there's anything we can assist you with or if you have any further feedback, please feel free to reach out. Your satisfaction means a lot to us. Warm regards, Your Dolly and Dotty Team

Posted 4 days ago

“My dresses were lovely but the experience was very poor. I paid for next day delivery which did not happen. I did receive the delivery refunded but it did not make up for the poor service.”

Helpful Report

Posted 1 month ago

Hello Sarah, Thanks for your feedback and we're sorry if there was any hiccup with getting your dresses to you on time. After a quick look, we noticed your order came in on Feb 19 around 7:30 pm. Just a heads up, our cutoff time for zipping out orders on the same day is 2:30 pm, and you can find this info in our shipping details on the website. Your order got the green light on Feb 20 and landed at your door on Feb 21. We get how crucial it is to have things when you expect them, and we apologise if the cutoff time threw a curveball. To make things right when you contacted us last time, we refunded your shipping fee as a one-time friendly gesture. If you've got any more thoughts, please let us know. Your understanding means a lot to us. Cheers, Dolly and Dotty

Posted 1 month ago

“My dress was never delivered. No card left from the delivery company. Then I got the email the dress was returned. Definitely not by me as I never even saw it. About 5 weeks now and money not in my account. I lost out on a beautiful dress at a great price in the sale and lost out on money. I will be chasing with the customer service.”

Helpful Report

Posted 1 month ago

Dear Denisa, We sincerely apologise for the inconvenience you've experienced regarding the delivery of your dress. Upon investigating, it has come to our attention that there was an issue with the address on your order, leading to the non-delivery of the dress. We regret any confusion or frustration this may have caused, especially as you were looking forward to the beautiful dress you ordered at a great price during the sale. To address this matter, we would like to offer two options: Resend the Dress: If you still wish to receive the dress, please provide us with the correct delivery address to ensure a successful delivery. We want to avoid any further issues, and your satisfaction is our priority. Refund: We completely understand if you prefer a refund due to the inconvenience caused. We will process the refund promptly, and you can expect the funds to be returned to your account in no time. Please let us know your preferred option, and if you choose to have the dress resent, kindly provide the correct delivery address to avoid any further complications. Once again, we apologize for any frustration or disappointment this situation has caused. Our customer service team is here to assist you. I appreciate your understanding, and we appreciate the opportunity to make this right for you. Best regards, Dolly and Dotty

Posted 1 month ago

“Returned dress as to big ...paid for track and sign...was signed for as delivered on 10th Feb still waiting for refund on 21st Feb...sent 2 emails and had no response.. really disappointed as was going to order smaller size when money went back in account won't bother now”

Helpful Report

Posted 1 month ago

Dear Suzanne, We sincerely apologise for any inconvenience you've experienced regarding your recent return. We appreciate your patience and understanding. Upon investigating your case, we acknowledge that we did not receive any emails from you apart from the one sent yesterday. We regret any oversight in communication. Please be informed that your refund has already been processed. You should see the funds reflected in your account shortly. We understand the frustration caused by the delay and assure you that we are working to improve our response time. We value your business and would like to extend our sincere apologies for any inconvenience this may have caused. If you have any further concerns or questions, please feel free to reach out, and we will do our best to assist you promptly. Thank you for your understanding, and we look forward to serving you better in the future. Best regards, Dolly and Dotty

Posted 1 month ago

“My items were left outside my house, I never received these when reported to Dolly and Dotty this still is not resolved. The party these were ordered for is tomorrow”

Helpful Report

Posted 2 months ago

Hello Fiona, We're sorry about the inconvenience of your lost package. I understand your frustration, and I apologise that your package might be stolen. It's challenging when the proof of delivery indicates that the order reached your doorstep. The courier also won't respond to us. These are 3 items all in good condition when dispatched that are now lost, which is why it's hard for us to just refund or ask you to just choose 3 products as replacements because the tracking showed that the package is on your doorstep which you also confirmed it's your doorsteps, it's just that they might have been stolen. I hope you can understand us as a small company. If you want to expedite the investigation, I highly recommend reaching out to the courier directly to investigate further or check if there are any additional details they can provide. If you have any supporting information or documentation, sharing that with the courier may also be beneficial in resolving the issue. Kind regards, Dolly & Dotty

Posted 2 months ago

“We received the dresses in good time , but on opening them we found them to be of very low quality , more like cheap fancy dress costume .. the sizes ordered were size 10 and the fit was very different on each dress .. we was very disappointed and had to return them .. We had ordered one dress the week before which was a bit better , but since trying it on a few times the zipper has broken .. so again this is being returned.. We really wanted to like these but wasn’t up to standard ..”

Helpful Report

Posted 2 months ago

Dear Andrew, We sincerely apologize for the disappointment you experienced with our dresses. We deeply regret that the quality and fit did not meet your expectations. This falls short of the standard we strive to uphold, and we genuinely appreciate you bringing this to our attention. Please know that we take your feedback seriously, and we are actively working to address these issues within our product line. We understand the importance of your special moments and regret any inconvenience caused. We would like to make things right for you. If you are open to it, our customer service team is here to assist you with your returns and explore potential solutions. Your satisfaction is our priority, and we value the opportunity to improve based on your input. Once again, we apologize for any frustration this may have caused and appreciate your understanding. Warm regards, Your Dolly and Dotty Team

Posted 2 months ago

“Dress was lovely but didn’t fit. I’m still waiting for my refund. There was no delivery note in my package either.”

Helpful Report

Posted 5 months ago

Hello Allison, We regret the sizing issue and appreciate your feedback. We've processed your refund; it should be reflected in your PayPal account shortly. Our warehouse is paperless, hence no delivery note, but you can always include any proof of order in the package. We apologize for the delay, attributed to our current staffing situation. Your patience is valued. If uncertain about sizes, feel free to contact us; we're here to assist. Kind regards, Your Dolly&Dotty Team

Posted 5 months ago

“Very thin material and tight across the chest, sent it back (once I had paid for the postage) and as yet have still had no refund”

Helpful Report

Posted 5 months ago

Dear Tracy, We sincerely apologise for the inconvenience you've experienced and the delay in processing your refund and that you did not like the fabric of the dress. Your feedback is valuable to us, and we appreciate your patience. We're pleased to inform you that we have processed a refund of £50, which will be credited back to the original form of payment within the next 3 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider. We understand your frustration and want to clarify that our team has been short-staffed, leading to the delay. However, we're continuously working to improve our processes to prevent such issues in the future. Once again, we apologise for any inconvenience you've encountered and greatly appreciate your understanding. If you have any further questions or concerns, please feel free to reach out to us. Thank you for your patience. Sincerely, Your Dolly&Dotty Team

Posted 5 months ago

“The drees has not arrived yet”

Dolly and Dotty 1 star review on 17th August 2023

Helpful Report

Posted 8 months ago

Hello Patricia, Thank you for bringing this to our attention. We understand your eagerness to receive your package and apologize for any inconvenience caused by the delay. We are pleased to provide you with the tracking details for your order: Tracking Link: https://www.packet.deutschepost.com/webapp/public/packet_traceit.xhtml?barcode=LY456799429DE You can use the provided tracking link to monitor the progress of your shipment. The most recent movement was on August 14 and your order shipped out the same day when you placed it. By clicking on the tracking link, you will be directed to the carrier's website, where you can view real-time updates on the whereabouts of your package. Please note that shipping information may take some time to be updated, especially during peak seasons or if the carrier's tracking system is experiencing delays. We kindly request your patience and assure you that we are committed to ensuring your order reaches you as soon as possible. If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your continued support and look forward to serving you again in the future. Warm regards, Your Dolly&Dotty Team

Posted 8 months ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

Dolly and Dotty Reviews