Purchasing and Returns

When it comes to purchasing and returns, Lorraine Miniatures and The Dolls House Store is committed to providing a seamless and satisfactory experience for our customers. We understand the importance of transparency and customer satisfaction, which is why we have implemented the following policies:


At Lorraine Miniatures and The Dolls House Store, we offer a convenient and secure shopping experience. You can place your order through our user-friendly website, by telephone, or by email. Our dedicated customer service team is available to assist you during our customer service hours, ensuring that your questions and concerns are addressed promptly.

We accept various payment methods, including PayPal, Apple Pay, and credit/debit cards. Rest assured that all online payments are processed through highly secure systems, using 128-bit encryption to protect your personal information.

For customers in the UK and Channel Islands, we offer postage rates ranging from £4.50 to £8.00, depending on the value of your order. Overseas customers can expect postage rates between £7.00 and £18.00. We strive to keep our postage costs as low and reasonable as possible, ensuring that you receive your order in a timely and cost-effective manner.

Upon receiving your order and cleared payment before midday, we will dispatch your goods within 4 working days. Please note that all prices quoted on our website include VAT at 20%. However, we are not responsible for any import duty or local taxes that may apply to international orders.


While we aim to provide complete satisfaction with your purchase, we understand that there may be instances where a return is necessary. Our returns policy is designed to ensure a hassle-free process:

If you are not entirely satisfied with your purchase, you may return the goods within 14 days of receipt. To initiate the return process, please email us to request a refund number and shipping details. Please note that returned goods should be in their original condition and unopened packaging, accompanied by the invoice as proof of purchase.

It is important to note that we do not accept returns or issue refunds for bespoke items or sale items. Additionally, we do not accept returns for items purchased in error, as each item clearly states its scale in its description. These policies are in line with our commitment to providing accurate product information and ensuring customer satisfaction.

When returning goods, we recommend using a recognized carrier that provides proof of delivery and insurance. Please note that the cost of return postage is the customer's responsibility.

It is essential to understand that our policies do not affect your statutory rights as a consumer. You have the right to cancel any order within 14 days of ordering, as protected by the EU Distance Selling Directive and the 2014 Consumer Contract Regulations.

While we take great care in packaging and shipping your order, we cannot be held responsible for any damage or loss that may occur during transit. However, we do send items or packages over £25 by recorded delivery and orders over £50 by special delivery within the UK. For international orders, we use tracked and signed for services for added security and peace of mind.

At Lorraine Miniatures and The Dolls House Store, we strive to provide a seamless purchasing experience and ensure customer satisfaction. If you have any further questions or concerns regarding our purchasing and returns policies, please do not hesitate to contact us. We are here to assist you and make your miniature world even more enchanting.