Rooti Dolls: Frequently Asked Questions

Is it safe to use my creditcard?

Yes it is absolutely safe. Our website uses Innovative Security processing system which uses the highest security standards available to the credit card processing industry, including 128-bit SSL protection, Card Security Codes (CSC), and Address Verification Service (AVS).

Do you charge VAT?

NO we do not charge VAT

How can I pay for my order?


We accept Master Card, Visa, American Express, as well as PayPal. Personal checks and money orders should be made to Rooti Creations UK Ltd. Please allow 10 days for personal checks to be processed.

How much will shipping be?

Shipping is based on weight and distance. When ordering, the total cost of goods and shipping as well as VAT, if applicable, will automatically calculate and be displayed before the order is submitted. You will see a pull-down showing the available shipping methods and rate for each so you can choose the method you prefer. Preorders must ship separately and must be entered as a separate order to calculate the shipping correctly. For domestic orders, Royal Mail is our most economical shipping options. 3-4 days Royal mail, and Royal Mail Express Next-day Service are available for rush orders.

For UK Orders:

● 3 to 4 days delivery - Royal Mail Service: £6
● Next Day – Royal Mail Express Signed For: £12

For all international Orders:

● 8 to 10 days delivery – Royal Mail Service: £22

FREE SHIPPING FOR ALL ODERS OVER £150 (Please note that this offer does not include wholesale orders)

International orders have the choice of 8 to 10 days Royal Mail delivery or our Next day Royal Mail Express Guaranteed / Priority Delivery Shipping Service.

International customers are responsible for any customs fees which may be charged by your country upon delivery.

What are your wholesale terms?

Wholesale minimum order quantities: 100 dolls per style
Delivery time: 3-4 days after placing your order
Shipping costs: Please note that all general shipping terms and conditions apply

What drop shipping services do you offer?

For all our drop shipping services, please see our drop shipping terms and condition page.

What if I return or cancel my order?

If not satisfied with your purchase, please email us for a Return Authorization Number. We at Rooti Creations UK Ltd believe you will be delighted with all your purchases. However, if for any reason you are not fully satisfied with your items, we will be happy to give you a refund. Please return your items unopened and in perfect condition with all packaging intact.

Unauthorized returns will be refused or charged a 15% restocking fee at our discretion; cancelled orders subject to a 15% fee. Returned merchandise must be received by us IN ITS ORIGINAL CONDITION within 14 business days from date of receipt; we suggest using Royal Mail Special Delivery Service or insured mail for your return. Shipping charges are not refundable. Returns of free shipping items will have original shipping savings deducted from refund. No refunds, returns or exchanges on layaways / Installments, preorders or special orders. After a return has been received, please allow 1 week to process. Your refund will be credited to your credit card.

What if I order items not in stock?

Items marked, "Preorder Only" have not been released yet or are out of stock. Preordered items will be reserved for you and will be shipped as soon as we receive them. Preorders will be charged a 20% nonrefundable, nontransferable deposit when order is placed, and minimum £10. Balance will be charged when order is shipped. If we have an estimated arrival date, it will be listed in the description. Please note, we have no control over release dates; arrival dates are estimates, subject to change, and not guaranteed. If you cancel your preorder, your deposit will be considered a cancellation fee. If you need immediate shipment, please select only items marked, "In Stock." Please submit orders for "In Stock" items separately from "Preorder Only" items so shipping calculates correctly.

What happens if I order "In Stock" merchandise and "Preorder Only merchandise together to save on shipping?

Mixed orders of "In Stock" and "Preorder Only" items will be manually split into separate orders and shipping will be calculated separately and charged on each order. All "In Stock" merchandise will be shipped on our next shipping day. Preordered items will be shipped upon their arrival. We cannot hold in stock merchandise until the arrival of preordered items due to the variable times of arrival of preordered items. If you wish to have your complete order shipped together, you must order only "In Stock" items. If you don't wish to pay the extra shipping for a single "Preorder Only" item, simply wait to place your order until that item is also "In Stock," or check its availability again the next time you are placing an order.

What is your policy on privacy?

We do not sell trade, rent or otherwise share your personal information.

How do I track my order?

Once your order has been placed, an Order Confirmation will be automatically emailed to you at the email address you placed on your order. Once your order has been shipped, you will receive an Order / Shipping Confirmation by email from us containing your order tracking number.

Do you have Layaway / Installment Pay Plan?

Yes, layaway is available for any item(s) priced at £150.00 or more. Layaway splits your purchase plus shipping into 4 equal payments. For layaway, order as usual; then immediately send us an email telling us you have submitted an order and wish to have it set up on our Layaway Plan. We'll charge your first 25% Layaway Payment and will send a receipt showing the payment and balance of your order. You'll automatically be charged another 25% each of the next 3 months with doll being shipped with last payment. Deposits and layaway payments are nonrefundable and nontransferable.

Have Another Question or Comment?

When contacting us, please follow these guidelines:

Please place all orders over our website and use email for inquiries, keeping in mind that we are in London, England.

If you just placed your order online and made an error that affects it, please email us immediately before the day's orders are shipped, or we may not receive your email in time to make the change before it is shipped.

When contacting us by email about your order, please give us your name and order number, as well as the item number and name of the item(s) ordered.

Due to the high volume of emails, we regret we cannot respond to inquiries about dolls we do not carry or services we do not provide.

Rooti Dolls

Rooti Creations UK Ltd
2 Woodberry Grove.
North Finchley.
London. N12 0DR