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Online FAQs

When will I receive my order?
We aim for orders to take 3-7 working days (this excludes Saturdays, Sundays and Bank Holidays) to arrive from placing your order.

I have contacted you but I haven’t gotten a reply?
We aim to reply to messages within 48 hours however at busy times it can be longer, but don’t worry we will get back to you!
Contact us via our Dolly’s Desserts Customer Service email – dollysdessertscustomerhelp@gmail.com
Or you can also contact us on Facebook or Instagram.

Do you post all over the UK?
Yes! We post all over the UK.

I have selected in store collection from your website, when can I collect my order?
For collections from our Dolly’s store in Barnsley, please contact us via our email with at least 48 hours notice from when you wish to collect your order.

When do you restock?
We restock all of our products on Wednesdays, including our freshly baked postal boxes. Our products can sell out really quick so if there is none left in stock on our website, check out our TikTok Shop as there might still be some in stock there!

How do I make my Cookie Bottle?
Our Cookie Bottles come with step by step instructions on how to create your loaded cookies from home, however we do also have a video guide to aid your baking if you should need it!

The seal is in the lid of my Dessert Topping?
All of our sauces are hand bottled by us in store meaning that we have no fancy machine to seal the bottles. The foil cap is there to stop the sauce from getting through the cap when it is lifted up and is for extra security during delivery. Sometimes the foil cap gets stuck in the lid as these come attached to the lid. This is completely normal and will not effect your sauce at all, it should still be just as tasty. We are excited for you to give it a try!

How long do my postal bakes last?
Our postal bakes are posted out the day after they are baked to keep them as fresh as possible! Each box lasts around 8-10 days, please see the card in your box for storage instructions.

Store FAQs

What time do you open?
Both of our stores open at 10am!

What is the difference between your Market Kitchen and Glass Works stores?
Our stores may be close to each other but they both have different things to offer!
Market Kitchen is located in a busy food court amongst many other food stalls (and even a bar!) so it is great if you love to have lots of options. It is also the only place where we sell our famous crepes and pancake stacks!
Glass Works is our stand alone shop and is perfect if you are wanting the full Dolly’s Experience! There is lots of seating including an upstairs area and is a luxurious place to enjoy our delicious desserts! Here we sell a full range of our gelato flavours, and hot treats such as our cookie dough and bubble waffles!

Do you have any other locations?
Our only locations are in Barnsley. However don’t worry if you can’t visit us, you can still get your Dolly’s fix at home with our postal bakes and other products!

Do you do home delivery?
Unfortunately we do not offer delivery on desserts that you might find in store. It is important to us that you enjoy your dessert when it is at its best and this is only possible through visiting the store!

Can I book a table?
There is no need to book a table, just walk in and order a delicious treats!

Do you offer vegan options?
Yes we sell vegan gelato and vegan waffles in store!

I have an allergy, can I still visit?
Yes, we take care to minimise cross contamination across our products so that most allergy’s and intolerances can be catered for, however we cannot guarantee everything is allergen free as we sell products that contain nuts, dairy etc. Please inform a member of staff of your allergy when ordering so that we can further advice you. If you have any queries about this, don’t hesitate to email us.

I have a different enquiry.
If we haven’t answered your question just send us an email at dollysdessertscustomerhelp@gmail.com we will get back to you as soon as possible!

Shipping

We use DPD Next Day Delivery to post out our orders, so delivery should take place within 48 hours from when your order left us. It is the consumers responsibility to check where your parcel is located i.e. if DPD have left it in a safe place, with a neighbour or if it has returned to your local Post Office for collection or redelivery.

It is the customers responsibility to ensure that all details are entered correctly at the time of purchase, for example your email address, billing address and shipping address. If you have entered any of these details incorrectly then you can contact us at dollysdessertscustomerhelp@gmail.com with amendments, and we will try to make these for you before your order is been sent out.
If your item has been damaged during transit then you will need to provide us with clear images and as much evidence and details as possible so that we can investigate this with our delivery service. 

Please see our Refunds & Returns Policy for more information about goods damaged during transit and delayed shipping.  

 

Refunds & Returns Policy

We understand that you may wish to return your products to us, however as we sell food products and these can not be resold once being dispatched from us this will only be done under certain circumstances for example if the box is totally squished upon arrival. If a product is slightly damaged this will not be allegeable for a refund. This can sometimes happen with items such as postal bakes, but don’t worry, these are still as delicious and edible to eat!

If you wish to change the flavour or item that you have ordered then you can contact us at dollysdessertscustomerhelp@gmail.com with amendments, and we will try to make these for you before your order has been sent out. Unfortunately we can not offer refunds or replacements of these items if you have ordered incorrectly and your order has already been sent out to you. 

We will also not be offering refunds for delayed shipping/delivery. If there is any issue with your order this must be raised within 48 hours of delivery. If an item is lost or states delivered on the tracking but you do not have the good, we will raise this with DPD however if the claim isn’t accepted we won’t be held responsible for a lost or damaged item. 

You may notice that the seal on the sauces may have lifted slightly during transit. This is completely normal and can just be due to the product being put under pressure. The seal is just there for extra protection against leaking whilst being sent and removing this seal does not affect the shelf life of the product. Unfortunately, we are unable to send a replacement or refund a product due to a damaged seal as this needs to be removed in order to consume the product. 

If you wish to cancel your order we will hold 10% of your order cost as an admin fee. 

Refunds can take 1 to 10 days to process depending on the bank. 

By entering your information into our website, you agree to our policies.