Frequently Asked Questions

How do I subscribe?
You can subscribe in one of 3 ways; online, by telephone on 0344 892 7214 and by post by filling in a subscription form which can be found in issues 1, 2 and 3 of the collection.

What payment methods are available?
Direct Debit, Visa, Mastercard, PayPal or via invoice.

Have you received my subscription request - I have not had confirmation?
If you have subscribed online, you will receive a confirmation email followed by your welcome letter, both will be sent within 24 hours of placing your order. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form. If you subscribe via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your order reference number and details of your subscription. If you haven’t received a welcome letter after 10 days, then please contact our Customer Service Team. If you email the team, please include your name in the subject line.

When will I receive my superb free gifts?
Gifts are reserved for those starting their subscription with issues 1, 2, 3 or 4.

With your 1st delivery, you will receive 2 issues* (1 FREE) and your Cutting Mat.
With your 3rd delivery, you will receive your FREE Collection Binder & Dividers.
With your 5th delivery, you will receive your FREE House Accessories.
With your 7th delivery, you will receive your FREE Daisy & Minnie Figurines.

Please note, some gifts may be dispatched separately from the issues.
*Your 1st delivery will contain between 2 and 4 issues dependent on your starting issue.

I have not received all my issues or gifts; how can you help?
We are sorry to hear that. If you have recently subscribed, please allow up to 28 days for the delivery of your first parcel. Our Customer Service Team can resolve this for you, please just get in touch using one of the methods on the contact page. If you email the team, please include your name and subscription number in the subject line. Please note that gifts are part of a special offer only available to people who start their subscription with issues 1, 2, 3 or 4.

What are your delivery methods?
All our dispatches are sent by Royal Mail. Some parcels that we send out which include free gifts may be too large to fit through letter boxes. If Royal Mail has attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a ‘we tried to deliver’ card which should have your sorting office contact details on it.

Can I get the free subscription gifts without subscribing?
No, sorry, but if you’d like to subscribe you can do so via our ‘subscribe’ page. Please note that gifts are part of a special offer only available to people who start their subscription with issues 1, 2, 3 or 4.

How does the premium subscription work?
The premium subscription is an exclusive offer giving you the opportunity to receive additional gifts throughout the collection by paying only £1 (€2) extra per issue. That means as a premium subscriber you get all the benefits of a regular subscription, plus you’ll receive 5 premium figurine sets! You can begin a premium subscription by subscribing here and selecting the premium subscription option. If you have already begun your subscription but wish to upgrade to a premium subscription, you can do so before you reach issue 5. In order to upgrade, please contact our Customer Service Team.

When will I receive my premium subscription gifts?
You will receive your premium figurines with issues 11, 36, 61, 86 and 111.

What are the premium subscription gifts?
As a premium subscriber, you will receive 10 exclusively designed Disney character figurines.

When I start my premium subscription, what issue will I start paying the additional £1 (€2) from?
You will start paying the extra £1 (€2) from your starting issue. The free issue you’re entitled to as a subscriber will of course remain free. If you start your subscription at a later issue you just have to pay an additional £1 (€2) per issue for the issues you have missed. Please note that you can only upgrade to a premium subscription up until issue 5.

I want to cancel the premium side of my subscription and continue to receive the issues at the regular price. Can I get a refund for the premium payments that I have already paid?
Please contact our Customer Service Team if you want to cancel the premium side of your subscription.

• If you have not yet received your first set of figurines, you will be entitled to a refund.
• If you have received your first set of figurines and then decide to cancel before you receive the second premium set of figurines, you will only receive a refund on the issues you have paid the extra £1 (€2) on since the first premium set of figurines.
• If you have received your second set of figurines and then decide to cancel before you receive the third premium set of figurines, you will only receive a refund on the issues you have paid the extra £1 (€2) on since the first and second premium set of figurines.

If I cancel my subscription am I able to pay the remaining premium payment to receive the additional items?
No, premium items are only available if your subscription is still running.

How do I cancel my subscription?
You can cancel at any time giving 28 days’ notice - please contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference.

How do I return an issue?
If you subscribe and decide for whatever reason not to keep a received issue, you must send it back unopened within 14 days following the receipt of your despatch to the following address:

Disney Dolls’ House
Staci
Swift Park
Old Leicester Road,
Rugby,
CV21 1DZ

Please include your subscription number with your parcel. A parcel kept more than 14 days means acceptance and the invoice should be paid promptly.

How can I get back issues?
To order back issues, please visit the Hachette Partworks shop. Alternatively, you can contact our Customer Service Team by one of the methods stated in the Contact section but please note that it can take up to 28 days to deliver your back copies from receiving your request

Why have I received the wrong issue(s)?
We will replace all your issues with the correct copies. In order for us to arrange for a replacement, please contact our Customer Service Team via phone or email. If you email the team, please include your name and subscription reference in the subject line.

I cannot find copies in the shops – what do I do?
You can ask your newsagent to place a regular order for you so you can pick up your issues from them. If you need back copies you can ask your newsagent to order them for you or just contact our Customer Service Team. Don’t forget, if you become a subscriber, issues will be delivered to your door free of charge and you will receive some free superb subscription gifts!

What should I do if I receive a damaged issue?
We replace any damaged issue free of charge. Just send us back your damaged issue and contact our Customer Service Team. It might be also a good idea to mention the problem to Royal Mail.

Why can’t I get through on the telephone number given?
We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Services Team at disneydollshouse@hachette-service.com

I cannot access some of the website pages. What can I do?
It may be a temporary problem, so please click refresh to reload the page. If you are experiencing problems getting through to the secure order area when trying to place a subscription, please get in touch with our customer services team using one of the methods on the contact page.