FAQs

Your questions answered here.

General FAQs


What is Dollibox?


Dollibox is a monthly subscription service. Five deluxe miniatures have been carefully selected and delivered straight to your door. The content of the boxes are a surprise. Dollibox uses your beauty profile to send you products most suited to you so it is important to complete the beauty profile quiz. Please note we will use this information as a guide, but we cannot guarantee specific brands or products in your Dollibox

What products are offered in a dollibox?


Dollibox never reveals in advance what the products will be, it would simply spoil the surprise, however we will let you know what was in the previous months box to give you an idea of what you might expect to receive with a Dollibox subscription.

How much does a dollibox subscription cost?


There are three subscription options: Postage and packaging is £3.25 per delivery.

Are there any hidden fees?


Don't worry, there are no hidden fees at Dollibox. Full price at checkout includes Postage, Packaging and VAT.

Do i have to order my dollibox every month?


The monthly subscription is renewed automatically every month. For 6 and 12 month subscriptions, we will automatically renew your subscription unless you chose to opt out of this. We will always give you notice of this before charging.

Are the orders also shipped outside the uk and northern ireland?


Not at this present time but we may offer this in the future.


Account FAQs


May i return my dollibox?


Should you happen to be dissatisfied with a box, please let us know. It's very important for us to receive feedback from our subscribers. Please email us on: contact@dollibox.co.uk we will respond to all enquiries as quickly as we can.

How can i cancel my dollibox subscription?


We're sorry to hear you wish to end your subscription to Dollibox . Please note that we need to receive cancellations prior to the 14th day of the month. Any cancellation past that date will end with the following months box. If there's anything we can do to help you or find a more suitable plan for you, please email contact@dollibox.co.uk with your account details and our Customer Care team will endeavour to help you.

A 6-month or 12-month fixed term subscription may be cancelled no later than 14 days following receipt of the first box. 6-month and 12-month subscriptions cannot be cancelled past that point.

Delivery FAQs



Do I have to pay extra for shipping?


The cost paid at checkout for a Dollibox includes the shipping charges and VAT. Of this fee paid, postage and packaging has been charged at £3.25 per delivery.

My Dollibox has not arrived yet


There are several reasons you may not have your box yet. Here we aim to help you through the steps to identify these.

Track & Trace

All Dolliboxes being dispatched to addresses in the UK are sent by Royal Mail's tracked service. You can track your Dollibox after receiving the dispatch email using your tracking number at http://www.royalmail.com/track-trace.

If your Dollibox is lost or the status remains the same for more than five days and you are still yet to receive your box, please email contact@dollibox.co.uk with the details and our Customer Care team will endeavour to help you.

When is my Dollibox usually shipped?


Dolliboxes are much like periodicals in that they arrive once a month. We always ship around the middle of each month.

My dollibox states it is at the do


Should your box not be able to be delivered, the postal worker will take your box back to your local delivery office (DO). You can track your Dollibox using your tracking number at http://www.royalmail.com/track-trace.

If the box is at the local delivery office please take your ID and tracking number (on the red card where possible) to collect it from there, or you can re-arrange delivery using their online service.

My product has arrived damaged, what can i do?


We're sorry to hear you've received a damaged item. Sometimes contents of the box may be disturbed in transit. Please take a photo of the damaged item and send it to us at contact@dollibox.co.uk and we will look into it for you. We aim to respond as quickly as we can.

My tracking says my box is being returned, what do i do?


Your local post office will attempt to deliver the item once. Failing that, they will leave you a card informing of the failed delivery. They will hold your box for 18 days in order for you to collect or organise redelivery. After this period, or if there is something else preventing the delivery of your Dollibox, the couriers will return the box to us. Please email contact@dollibox.co.uk with your tracking details and our Customer Care team will endeavour to help you as quickly as possible.


Payment FAQs


Which payment types do you accept?


We currently accept Paypal.

When is my next payment / delivery due?


Payments are normally taken in the first week of the month, and boxes are normally dispatched in the middle of the month.

What happens if i don't have enough money to pay on the day you charge my account?


Dollibox will attempt to charge your account at a later date. If we are unable to charge you after numerous attempts, unfortunately, you will not be able to receive your box for that month. If you have any questions, please email contact@dollibox.co.uk and our Customer Care team will endeavour to help you.

I wish to continue my subscription once it has expired, what do i need to do?


Once your subscription has ended you will need to re-subscribe again by selecting a new subscription package.

Can I temporarily suspend my subscription?


Unfortunately, subscriptions cannot be temporarily suspended at this time. If you desire a time-out for one or two months, you may cancel your monthly subscription at any time but will need to set up a new plan should you wish to resume. Please note that subscriptions of a fixed length (6-months or 12-month) cannot be cancelled prior to expiration. Those subscriptions can be cancelled at contract end.

What to do when the code on my voucher will not work?


It may be a voucher limited to certain subscriptions and thus is good only for a monthly Dollibox subscription. Of course, those restrictions are included with the voucher. You can also re-load our Dollibox.co.uk website and insert the code once again. If the problem persists, please contact us via the contact form and we'll be happy to assist you.

May I insert several voucher codes for a single order?


Only one voucher code per order can be inserted.


Product FAQs


Will I find out before its receipt which products the Dollibox contains?


The surprise is all part of the Dollibox concept therefore we will not reveal the contents of the box until shipping. You can get a general idea about our latest Dolliboxes by checking out our previous months boxes on the site.

Are the dolliboxes being individually packed? Will I like the products?


Each box contains an assortment of products that we chose in conformity with your beauty profile, together with products destined for our subscribers at large. Unfortunately we are not able to be spot on when it comes to your preferences, tastes and so on but what we do promise to introduce you to unique trends, products, brands and colours you may not have been aware of or tried in the past.

WHERE CAN I FIND A LIST OF BRANDS YOU ARE WORKING WITH?


Our current partners are listed on the brands page and the list keeps growing. If there is a special brand name you'd like to recommend to us please let us know via the contact form or by emailing us on contact@dollibox.co.uk

I loved the product! Where can i buy it?


Select the item which impressed you so much from the products of the most recent Dollibox: You'll find additional information about the product, plus a link to the store selling it.

What to do if I don't like the products in my Dollibox?


Please let us know - it's very important to us and we promise to respond. Perhaps a friend or family member may like to try the items out in the meantime

What to do when receiving the same product twice?


Some individual products may make a re-appearance in your box, especially after they have proved their popularity however we do make every effort to create a product mix for your Dollibox that is as exciting and variable as possible.

Missing or damaged product?


Please let us know. Send us an email via the contact form or email us on contact@dollibox.co.uk Please include a photo of the damaged item; it will help us to process your query quickly.

I suffer allergic reactions from some products. What should I do?


Regrettably we are not in a position to guarantee that your Dollibox is free of certain substances or compounds. Unfortunately a person's allergy problems are outside our control. If you suffer from a known allergy against certain substances or compounds, we urgently recommend you to thoroughly go over the ingredients of a respective product before using it.

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