Frequently Asked Questions
Shipping and Delivery
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Delivery and shipping costs
We deliver all across the UK with next day delivery via our courier DPD.
Customers will delivery notifications via text and/or email.
Standard shipping cost is £4.99
Track my package
Parcels can be tracked using the tracking link which will be sent via email from both Dolly's Desserts and DPD.
When will I receive my order?
We aim for orders to arrive at your door within 10 workings days* from when the order has been placed.
*This excludes weekends and bank holidays
Making changes to an order
Any changes to your order must be made within 24 hours from when the order has been placed*. We cannot offer refunds or replacements of items which have been ordered incorrectly if your order has already been sent out to you.
To make changes to your order, please email us on dollysdessertscustomerhelp@gmail.com and include:
- Your order number (e.g. #1304)
- The change requires (e.g I need to change the postcode)
*We will try our best to make any amendments to orders but this may not always be possible.
Do I have to be home to receive my order?
We do reccomend that you are at home to receive your Dolly's Desserts order as this is a consumable item and might get returned back to us you are not there to receive the order.
If you are not going to be when your order is scheduled to be delivered, you can make changes to your delivery date or designated safe place via the DPD app.
Refunds and returns policy
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Shipping Delays
We do not offer refunds for delayed shipping/delivery.
We aim for orders to arrive at your door within 10 workings days* from when the order has been placed, however there may be external factors which delay this e.g. bad weather conditions slowing couriers delivery times.
*This excludes weekends and bank holidays
Cancellations
If you wish to cancel your order, we will hold 10% of your order cost as an admin fee*.
*This covers the transaction costs charged by the payment providers.
Returns Policy
We understand that you may wish to return your products to us, however as we sell food products and these cannot be sold once being dispatched. Therefore we are unable to accept product returns.
Issues or Faults
Our team will try their best to resolve any issue which may arise with your order.
Please email dollysdessertscustomerhelp@gmail.com within 48 hours of your delivery with:
- Your order number
- Image of the issue
All issues are dealt with on a case by case basis.
Refunds
Refunds requests are dealt with on a case by case basis. We require the following information in order to raise a case with DPD, without these images we are unable to refund you for your damaged goods.
Please email dollysdessertscustomerhelp@gmail.com within 48 hours of your delivery with your order number and the following images:
- Photo of the outer package
- Photo of the inner package
- Photo of the damage to the products
- Photo of the label
Refunds can take 1-10 days to process depending on the bank.
Dessert toppings
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Shelf Life
For best before date, check bottom of individual bottle.
Storage Directions
We recommend storing our dessert toppings in a cool and dry place such as a cupboard. Further storage directions can be found on the bottle.
Removing the seal does not affect the shelf life of the product.
My sauce isn't properly sealed
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 during shipping.
The seal is just there for extra protection against leaking during transit.
My sauce has seperated
As stated on the back of the bottle, fat separation may occur within this product. This is completely normal. Make sure your sauce is at room temperature and give it a good shake for 30 seconds before use.
baking bottles
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Shelf Life
Our baking bottles have a shelf life of 6 month, the best before date can be found on the bottom of the bottle. Once baked, we recommend eating your bakes within 10 days.
Cookie Bottle Instructions
Lost your tag? Click here for cookie bottle instructions!
Brownie Bottle Instructions
Lost your tag? Click here for brownie bottle instructions!
Postal bakes
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Shelf Life
Postal bakes are shipped out the day after they are baked. Each box lasts 8-10 days. A best before date can be found on the bottom of each individual brownie.
Can I choose my flavours?
We understand that some people may not want their bakes to be a mystery, therefore if you have any requests feel free to leave these in the order notes. We will do our best to pack the flavours you are wanting or similar ones although this isn't guaranteed.
Allergies
Allergens are displayed on the back of each packet.
Click here to view all allergens.
Please note, that although we take upmost care to avoid cross contamination this product is made in a kitchen which handles other allergens. Therefore this product may contain traces of soya and nuts (if not listed in the ingredients).
When do you restock?
Mystery cookie boxes are restocked at 10am every Friday.
Mystery brownie boxes are restocked at 10am every Monday.
Store FAQ's
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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!
Can I book a table?
There is no need to book a table, just walk in and order a delicious treats!
Are you dog friendly?
Absolutely, we love to see your adorable pooches.
Are you wheelchair friendly?
Yes, we have seating available downstairs and an accessible toilet available to use.
Do you do home delivery of your desserts?
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!
Do you offer vegan options?
Yes we sell vegan gelato, vegan bakes and vegan waffles in store!
Although we have dairy free options, our products are not suitable for anyone with severe allergies as trace may be present due to being produced in a kitchen which handles milk and dairy products.
Do you offer gluten free options?
Yes we sell gluten free gelato and gluten free bakes.
Although we have gluten free options, our products are not suitable for Coeliacs or severe gluten allergies as trace may be present due to being produced in a kitchen which handles wheat.
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.