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Delivery - United Kingdom
Delivery across Mainland UK costs £3.99 with orders of £100 or more being free of charge. Delivery is by First Class Post or the Interlink Express 24 hour service.
For all other areas in the UK, shipping costs have been calculated based on the weight and size of the goods ordered. For orders under 2kg we use First Class Post and for orders over 2kg we use Interlink Express 48 hour service. Where possible we use First Class Post for smaller items which keeps the cost down. At checkout you will need to select United Kingdom as the Delivery Method and enter your postcode. You will then see the charge for shipping for your order. Please note that Interlink Express can deliver a great deal of dolls for the same price!
If for any reason the website tells you that 'We are very sorry but we cannot deliver to you', please get in touch as this is not the case.Please note that if we receive an order with an incorrect delivery charge we will contact the customer to take a further payment where required. The order will be dispatched once the right postage and packing has been paid.
Delivery Charges - UK
Cost of Order
Cost of Delivery
First Class Post or Interlink Express
£100 or more
Scottish Highlands*, Northern Ireland,
Size of Parcel
Cost of Delivery
First Class Post
First Class Post
Interlink 48 hour
Scottish Islands**, Scilly Isles, Isle of Man, Isle of Wight, Channel Islands
Size of Parcel
Cost of Delivery
First Class Post
First Class Post
Interlink 48 hour
*Scottish Highland postcodes for purposes of delivery include AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-43, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30-41, PH49-50
**Scottish Islands postcodes for purposes of delivery include HS1-9, IV40-51, IV55-56, KA27-28,KW15-17, PA20, PA30, PA32-34, PA41-49, PA60-78, PH42-44, ZE1-3
Postal charges are based on the weight of a parcel. Smaller orders are sent by Airmail and cost £3.99, and larger orders too large for the post are sent by courier which costs £16. Please select the Irish Republic as the Delivery Zone during checkout.
How long will delivery take?
We will endeavour to prepare your order for posting as quickly as possible, normally between 1 or 2 working days of receiving your order (excluding weekends and bank holidays). On the day that your order is dispatched you will be sent an email letting you know that it has been sent. Please then allow a further 1 or 2 working days for your order to reach you. Most orders are therefore delivered within 4 working days at the latest (most are 1 to 2 days) but some may take a little longer especially at Christmas!
Next Day Delivery
Very soon we will have this option available on the website, but for the time being if you need your order quickly please let us know and we will do our best to help you. Orders placed by 11.30 can usually be sent out on the same day, but do let us know so that your parcel can jump the queue!
Delivery by Royal Mail First Class Post
First Class post is supposed to arrive the next day and most of the time it does. Please allow extra time for delivery by Royal Mail at Christmas.
If your parcel does not arrive, the first thing we will do, is ask you to check at your local sorting office because sometimes, for whatever reason, postmen don’t leave a card. Take some ID with you and in most cases missing parcels are found there safe and sound.
Delivery by Courier
We have been using the delivery services of Interlink Express for quite some time now and we are very impressed! The standard service we use for Mainland UK is 24 hour.
Deliveries to other areas of Great Britain use a 48 hour courier service with either Interlink or another courier.
Don't forget that it may take up to 2 days for us to process your order before handing it over to a courier so it is not a guaranteed 24 hour or 48 hour delivery, however, we are normally very speedy! If you do need something urgently please let us know as we can send out orders very quickly when required.
Delivery by Interlink Express
On the day before delivery you will receive either a text or email (a text if you provide a mobile number during checkout) confirming that you will receive a delivery from Interlink the following day. You can change your delivery at this stage if the day in question isn't suitable - just select 'Rearrange Delivery'. On the day of delivery you will receive a further text or email from Interlink giving you a one hour slot during which time you can expect the package to be delivered. Customers have been really pleased to receive their orders so quickly and to not have to wait in all day. Again if this time slot isn't convenient you are once again given the option of 'Rearranging Delivery'.
If you choose to 'Rearrange your delivery', you are given various options. You can change the day, request delivery to a neighbour who will be in, request to have the parcel left in a safe please (you have to confirm that you accept responsibility should the package disappear) or have the parcel delivered to a nearby Pick Up shop. This is a chain of shops, many with extended opening hours, where you can just pop in and collect the parcel at a time that suits you.
You can now have your Interlink Parcels delivered to a local store
If it's difficult for you to be at home to accept a delivery you can now arrange for your order to be delivered to one of Interlink Express Pickup Shops, local shops that have been signed up by Interlink to offer this service. Many have extended opening hours into the evening, are open on both Saturday and Sunday and have convenient parking right outside. To arrange this, when you receive your email or text from Interlink, select 'Rearrange delivery' and then select the option of 'Find a Pickup Shop'. You can then see which shops in your locality offer this service.
To see which shops are participating in this scheme before you order click here to go to Interlink's map and enter your postcode. Opening hours are included too.
What happens if I haven't been at home when Interlink have tried to deliver my order?
Interlink will attempt to deliver twice. On both occasions on the day of delivery they will have sent an email or text with the estimated one hour delivery slot. If this isn't convenient the day can be changed and again, another email or text is sent on this alternative day with a one hour delivery slot. If the parcel is then returned to us due to non delivery, we will book the parcel in for re-delivery but you will be required to pay the full cost of delivery without any subsidy from Petalina.
PLEASE NOTE: We cannot pass on delivery instructions to Interlink such as 'Leave in the blue bin by the porch if I'm out', or, 'Please leave with my neighbour at number 32 if I'm out'. Instead they give customers a one hour delivery slot and if that isn't suitable, customers can advise Interlink about what to do via the messages they send.
Delivery - International
Which countries do we ship to?Please refer to the tables below to see if we ship to your country. If your country is listed then you can place an order on the website.If we don’t deliver to your country, please send us a precise list of what you would like to order and we will let you know how much shipping will be. It is inadvisable to order heavy wooden dolls furniture and prams to be delivered outside of Europe due to the size and weight, and they will be very expensive to ship.
How much does Petalina's shipping cost?
Our shipping prices for all countries are based on weight, so as items are added to the shopping basket the shipping cost will increase.
There are several methods available and some countries will be given a choice:
This is a very cost effective method that utilises worldwide postal systems. Orders are delivered by your normal postal delivery service. Limited tracking available.
As a guide this is how long delivery takes using our Economy Service. These times are the aims of our shipping company and not guarantees, so please allow up to 4 weeks for delivery.
Europe – From 4 to 8 working days
USA and Canada - From 7 to 12 working days
Rest of World – From 10 to 15 working days
DPD - Europe only
We use DPD all the time at Petalina and our customers really appreciate the service that they provide. Most countries within Europe are able to choose DPD as their shipping method if they wish. Parcels travel by road, all orders can be tracked, and DPD sends messages by text or email to keep customers informed of delivery. Customers can very easily change the delivery day if needed, and on the day of delivery every customer is given a one hour delivery slot so that they don't have to wait in all day. It's a fabulous service.
Delivery times in across Europe range from 4 to 8 business days. Further information is provided about the delivery time to your country when you choose the shipping method.
Express - USA only at the present time
This service is the fastest shipping method available. Orders are sent with major international couriers and take between 2 and 4 days to arrive. At the current time this is only available for the USA, but we will happily provide quotations to upgrade any order to express if requested. You would then be sent a Paypal invoice to pay the extra shipping charges.
Delivery Costs - Europe
Delivery Costs - Rest of World
* Price to ship a 50cm doll in an average sized box using our standard economy shipping method
After your order has been dispatched you will be sent an email containing tracking information. All of our shipping services provide tracking although our economy service is less thorough. Small parcels going to Australia are the only items that can't be tracked.
If you require very detailed tracking and precisely timed deliveries then it would be advisable to choose DPD or Express if available.
Payment of Value Added Tax (VAT)
If you reside in the European Economic Community (EEC) you will be charged 20% Value Added Tax (VAT) on the total cost of your order including the delivery charge.
If you reside outside the EEC you will not be charged VAT.
The Petalina website will display prices either including or excluding VAT based on two factors. Firstly, it will use the IP address of your device to decide which prices to display. IP addresses are registered by different countries and the website will use this information to determine whether to show VAT inclusive prices or not. The second factor is determined by the customer using the website and selecting their correct Delivery Zone. All of the zones are set so that the prices displayed are correct. Therefore, when a customer purchases and selects their delivery zone, they will be shown the correct prices to be paid for their country. A confirmation email showing the prices paid will also be sent to the customer after purchase.
If Petalina does not deliver to your country and you would like to calculate the cost of our products without VAT, just divide the price shown by 1.2 to give the price without VAT.
If you are buying from outside the EEC but the goods are to be sent to an address within the EEC, you will be charged 20% VAT at the time of purchase as the goods will be used within the EEC and therefore VAT must be paid.
Russia - we are unable to ship to Russia and Belarus due to restrictions put in place by Russian Customs.
International Returns - our returns policy still stands for all purchases wherever in the world they are coming from. However, it is the responsibility of the customer to pay for the cost of returning the item to us. We still require the goods to be returned in pristine condition in their original packaging so that the goods can be resold.
If a product arrives faulty or damaged then Petalina will do it's best to rectify the situation and replace goods as required. However, we ask that our customers help us by returning the faulty goods to us by the most cost effective method available which we will then refund.
In order to help conserve the planet we recycle boxes and packing where possible and also use some packaging materials that are made from recycled material. We try to use packaging materials that can be easily reused or recycled, so please do so if you can.
Petalina hopes that you will really love your purchase. However, if for any reason you do not, then simply return it to us. All we ask is that you return your purchase to us in perfect condition in it’s original display box/packaging within 28 days of receipt. Please ensure that the item is well protected and wrapped carefully to avoid damage in the post. Finally, you just need to include a copy of your receipt with your return, together with a brief reason for the return. We will be happy to exchange the item for you or provide you with a full refund.
As of November 2015 we now offer a FREE returns service with DPD/Interlink Express to those customers residing in 'Mainland UK' (you will have either paid £3.99 for original postage or free delivery). This would involve you dropping the parcel at one of DPD/Interlink's many PickUp stores at your convenience. You can see where your local PickUp stores are by clicking here and entering your postcode. If there is somewhere convenient locally and you would like to use this service, please complete our Request a Return form which you will find at the bottom of this menu. We will then send you an email with instructions and a label to print out to attach to the parcel. (From February 2016 this service will only be free to Petalina account customers. Non account customers will be charged £3.99 for this service which will be deducted from any refund given. We will not charge for any returns that are due to faulty goods being received, or items received in error).
If you are unable to use the DPD/Interlink Returns service, we recommend either using Royal Mail First Class Post or booking another service through one of the many delivery websites such as Parcels2Go. These websites offer a range of services including collection from your address or taking a parcel to drop off points. Please note that it can be very expensive sending parcels of 2kg or more with Royal Mail (approximately £14) and in this case I would look at the Parcels2Go website. However, if you are really not sure what to do, then please do get in touch so we can help.
Please let us know of your intention to return something before doing so, just to make sure there is someone available to take in the parcel. May we suggest that you keep your postal receipt as proof of posting, and maybe consider returning more expensive items using a trackable insured method, as Petalina cannot be held responsible for any returns lost or damaged in the post.
We will let you know by email when we have received your parcel and that a refund or exchange has been processed for you.
If not using our free DPD/Interlink Returns Service, customers are required to pay for their own postage when returning items to us, unless the items are faulty, and in which case we would refund the cost of the return postage. Customers returning goods within the EU are protected by the Distance Selling Regulations and we will therefore refund the cost of the original postage and packing should the customer return the complete original order to us. If only part of the order is returned we will not refund the original postage charge.
Please send your returns to: Petalina Ltd, 55 Ashley Road, Epsom, Surrey, KT18 5BN
If you are concerned that your order has not arrived and may be lost please let us know and we will confirm how the order was sent to you.
First Class Post
Orders sent by first class post should normally reach you within 1 to 2 days of posting but sometimes may take longer. Generally Royal Mail First Class is fantastically reliable but occasionally things do go wrong. The severe weather during 2010 severely interrupted Royal Mail deliveries.
If your order hasn't arrived, the first thing you will be asked to do is confirm that the address you provided is correct. Then we will ask you to check at your local sorting office to see if your order is being held there for you. Sometimes cards aren’t left by postmen or are mislaid and very often missing parcels can be found here. However, don’t leave it too long before visiting the sorting office as uncollected parcels will be returned to us. Unfortunately, we we are unable to replace goods that have been posted to an incorrect address provided during the checkout process.
If your parcel still hasn’t arrived after 16 working days from the date of posting, Petalina will send a replacement package or provide a refund if you would prefer. You will also be refunded accordingly if any of the items originally ordered are not available.
Delivery by Courier
Delivery by courier is very reliable. However, if your order doesn’t arrive you will be asked to confirm that the address you provided us with is correct and we will then do our best to trace your order for you. If it cannot be traced we will send out a replacement order for you or process a refund, if that is what you would prefer. You will also be refunded accordingly should any part of the original order no longer be available.
Faulty or Damaged Goods
Over the Christmas period if you need help with any of our products please email us using the contact form here. We will be in touch on the next normal working day and will do our utmost to put the situation right. Unfortunately, we are unable to replace any products until the warehouse reopens on January 4th.
Whilst we do our utmost to ensure that your goods reach you in perfect condition, if you do find a problem with your order on receipt, please let us know immediately. It is extremely helpful to send us a photograph of the problem. In this situation we will arrange for a replacement to be sent to you as soon as possible.
If you reside on mainland UK you will be offered the use of our Free Returns Service. If this isn't convenient then you may use Royal Mail or a courier of your choice, using the cheapest method available, and we will refund your shipping costs. (Royal Mail is best for items under 2kg but becomes very expensive for items over 2kg). You should send faulty items to us at:
Petalina Ltd, 55 Ashley Road, Epsom, Surrey, KT18 5BN
Out of Stock Items
The stock control system is automated and stock is allocated to orders on a first come first served basis. If a product in your basket is unavailable at the time of check out you will not be able to purchase it. If you would like us to let you know when the item is available again, please click the button to request an email once the item is back in stock.
Our warehouse is based in Leatherhead, Surrey, and customers do have the option of placing an order and collecting their purchase from these premises. To do this you would need to place an order online, and during checkout select 'UK Mainland' and then 'Customer Collection'. If you wish to collect your order on the same day please contact us to ensure your order goes to the front of the packing queue and is ready for when you plan to visit. Please allow 2-3 hours for us to prepare your order. You will know when your order is ready to collect as you will receive an email letting you know that your order has been dispatched (to reception)! To collect your order please go to reception of the RBLI at the address below during office hours, 8.30am - 4pm Monday to Friday and take a copy of your order confirmation email with you. The warehouse closes promptly!
RBLI, Brook Way, Kingston Road, Leatherhead, KT22 7NA (by Leatherhead Tesco)