Help centre
Frequently asked questions
Everything you might want to know about our handmade dolls — from the yarns we use to how your order reaches you. Can’t find your answer? Our team is always happy to help.
Questions and answers by category
Are your dolls suitable for both children and adults?
Absolutely. Our pieces are designed to be loved by everyone — soft, safe companions for children, and beautifully crafted collectibles and decorative pieces for adults. Many customers buy them as keepsakes and heirloom gifts.
Is every doll one of a kind?
Because each doll is knitted individually by hand, no two are ever exactly the same. Small variations in the yarn and stitching are the signature of genuine handwork — a mark of character, never a flaw.
Can I request a custom colour or design?
We love a special request. For custom colours or bespoke commissions, please contact our studio and we’ll let you know what’s possible and the timeline involved.
What materials are your toys made from?
Our dolls are knitted from 100% natural cotton yarn and filled with hypoallergenic, recycled polyester stuffing. Facial features are hand-embroidered — we never use plastic eyes or small parts.
Are your toys safe for babies and young children?
Yes. Every piece is tested to EN71 toy-safety standards and made without buttons, plastic eyes or detachable parts, so they’re suitable from birth. As with any toy, we recommend adult supervision during play.
Are the dyes non-toxic?
All of our yarns use non-toxic, azo-free dyes that keep their soft colour without harsh chemicals — gentle on little hands and safe for the whole family.
How long does it take to make my order?
As each piece is handmade to order, please allow 1–2 weeks for your doll to be knitted before it’s dispatched. You’ll receive an email as soon as it’s on its way.
Can I change or cancel my order?
If your order hasn’t entered production yet, we can usually change or cancel it. Just get in touch as soon as possible and we’ll do our best to help.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay and Google Pay at checkout.
Is my payment information secure?
Completely. All payments are processed over an encrypted, 256-bit SSL connection, and we never store your full card details on our servers.
Do you ship worldwide?
Yes — we happily ship our handmade pieces all over the world. Delivery times and costs are calculated at checkout based on your destination.
How much is delivery?
UK delivery is free on orders over $120; standard delivery is otherwise a flat rate shown at checkout. International rates vary by country and are always displayed before you pay.
How can I track my order?
Once your order is dispatched, we’ll email you a tracking link so you can follow your parcel every step of the way. You can also find it under My Orders.
What is your return policy?
We offer a 30-day return window on unused items in their original condition. Because custom and personalised pieces are made especially for you, these are non-returnable unless faulty.
How do I start a return?
Simply email us at hello@janedolls.com with your order number and we’ll guide you through the process and provide a return address.
How do I clean my handmade doll?
Spot clean gently with a damp cloth and a little mild soap, then reshape and air dry away from direct heat. This keeps the natural fibres soft and looking their best.
Can I machine wash it?
We don’t recommend machine washing or tumble drying, as this can felt the natural yarn and distort the doll’s shape. Gentle spot cleaning is always best.