Contact us

Please note, we are experiencing issues with payments via PayPal. We would recommend trying to opt for an alternative payment method or emailing us directly to facilitate a PayPal payment. Thank you for your understanding.

Feel free to contact us anytime at customercare@loridolls.co.uk
(please, include your phone number in case we need to reach you right away)
or call us at 01206 984 454

We’re around Monday through Friday from 9:00 a.m. to 5:30 p.m.

We’d love to hear from you!

ADDRESS

Loridolls.co.uk
6 Blue Barn Business Park
Old Ipswich Road
Ardleigh, Essex
CO7 7FX

WAYS TO REACH US

The best way to reach us is at customercare@loridolls.co.uk. You can also call us on 01206 984 454

CONNECT WITH LORI

SHIPPING

Due to COVID-19 restrictions, orders may arrive slightly later than expected.

Standard Shipping (United Kingdom – Incl.NI & Scottish Highlands)

FREE for orders of £25+

£3.95 for all orders £15-£24.99

£5.95 for all orders under £14.99

Order by 5pm for standard UK shipping with 2-3 working days. Orders placed after 11am Friday and on weekends will be dispatched on Monday (excl. Public Holidays) for delivery on Tuesday.

Standard Shipping (Republic of Ireland)

FREE for orders of £100+

£10 for all orders under £100

Order by 5pm for standard shipping with 3-5 working days. Orders placed after 5pm Friday and on weekends will be dispatched on Monday (excl. Public Holidays) Please note, due to COVID-19 all orders going to Ireland may take up to an additional 11 days.

Europe Shipping (excl. Ireland)

£15 for all orders

Order by 5pm for standard EU shipping up to 10 working days. Orders placed after 11am. Friday and on weekends will be dispatched on Monday (excl. Public Holidays).

Please note, there may be additional customs charges for orders coming from the UK. For further information, please contact your local customs office.

RETURNS

  1. Returns

Our policy lasts 14 days. If 14 days have gone by since the delivery date of your order, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:
– Products with obvious signs of use
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 14 days after delivery

  1. Refunds

Once your return is received we will send you an email to notify you that we have received your returned item. We will inspect the item returned and notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 working days.

  1. Late or missing refunds

If you haven’t received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not yet received your refund, please contact us at customercare@loridolls.co.uk.

  1. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at customercare@loridolls.co.uk with your order number and details of the defective or damaged item to arrange this. Please include photographs to substantiate your claim.

  1. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

  1. Returning your item

To return your product, please mail your product to:
Cygnia Logistics, FAO: loridolls.co.uk, Gowerton Road, Brackmills, Northampton, NN4 7BW

Important: To allow us to identify your order please ensure your return parcel is clearly labelled with your order number.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item, you should use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item and accept no liability for items lost during return transit to us.

FAQ

Caring for Lori

How should I clean and preserve my Lori dolls and accessories?

Lori takes good care of all her things – and we’re so glad that you do too! For doll faces and bodies, simply wash the surface gently with a wet, soapy cloth, and then air dry at room temperature. For all of her stylish clothing and accessories, simply spot clean with cold water and a mild soap, then air dry. Do not put any Lori doll, clothing or accessory in the washing machine, dryer or near any direct heat source.

How should I care for Lori’s hair?

For best results, use a wire brush!

  1. Divide the doll’s hair into small sections and gently brush them one at a time. Make sure to brush out the tangles starting from the bottom of the hair, then move on up.
  2. If you are having a hard time detangling it, mist the doll’s hair lightly with water from a spray bottle.
  3. If the doll has wavy hair, be very gentle when brushing the ends – this will help preserve her curly hairstyle!
  4. For tight curls, finger style the doll’s hair. Separate a small section of the hair and work your fingers through it, twirling as you go.
  5. For braided styles, tightly braiding the doll’s hair while damp will help control those frizzy ends.
  6. Avoid using styling products like gel or mousse, as this may damage the doll’s hair.
  7. Always keep the doll’s hair away from extreme heat.

What materials do you use to make your products?

We use plastic, Citroflex®, fabric, ribbon, and many other materials when making our dolls and accessories. In addition to carefully choosing our materials, we are also passionate about our eco-friendly packaging. Read more about it under: FAQ – The Environment.

The Environment

Is your packaging recyclable?

Yes! We have been relentless in choosing the most recycled and recyclable materials we can to package our dazzling dolls. Reduce. Reuse. Recycle. It’s a way of life around here! We start with using recycled materials – all of our boxes are made from recycled paper that is easily recycled again and again. Where possible, we create packaging that doubles as a toy. And the plastic that holds our toys in place, so they arrive at your house safely? We’ve carefully chosen and invested in #1 PET plastic because it’s the most easily and widely recycled. It can even become polar fleece in its next life! (Meaning today’s package could become tomorrow’s mittens). On top of all that, the inks we use in our packaging are soy-based and our varnishes are water-based, which is a lot friendlier for the environment. As you can tell, we poured our hearts into making as little impact as possible on our planet – and we wouldn’t have it any other way.

Are your toys recyclable?

We make durable dolls and accessories so that they can be collected, saved, or recycled the old-fashioned way – by being passed from one fashionista to another. Want to switch styles? Consider having your friends over for a Lori swap! You can all bring outfits you’ve had for a while and trade them for different ones to create a brand-new wardrobe. Suddenly, what’s old is new!

Safety

Are Lori dolls and accessories safe?

Rest assured that all Lori dolls, clothes and accessories go through stringent testing procedures that meet or exceed all U.K. safety standards, all regulations regarding age guidelines, and contain the CE mark. We then retest products with our own engineers, both on-site during the manufacturing process and again before they are shipped out. Tests, tests and more tests!

I have a safety concern. Who do I notify?

We want to hear about any concerns or issues you might have right away! Please email us at customercare@loridolls.co.uk with the words SAFETY ISSUE in the subject line so we can make it our first priority. Be sure to include your name and telephone number in case we have questions.

Reaching Us

How can I reach out to Lori?

We’re always up for a chat! Feel free to email us anytime at customercare@loridolls.co.uk (please include your phone number in case we need to reach you) or call us at 01206 984 454. We’re around Monday through Friday, from 9:00 a.m. to 5:00 pm British Standard Time. We’d love to hear from you!

I’m a reporter or a blogger who wants to write about you or review Lori Dolls. Can you help?

Please email us at customercare@loridolls.co.uk and we’ll be happy to answer your questions!

BRAND AMBASSADOR PROGRAM

If you’re an influencer interested in getting the word out about Lori, please contact us at customercare@loridolls.co.uk. Make sure to include any handles so we can also find you on social media!

PRIVACY

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TERMS & CONDITIONS

To read the terms and conditions associated with your use of our website, please consult our Terms & Conditions.