Frequently Asked Questions
Find answers to common questions about our 1:12 scale miniatures, ordering, delivery, returns and product care. If you can’t find what you need, please get in touch and we’ll be happy to help.
Ordering & Products
Are your miniatures suitable for children?
No. Pretty Miniatures products are designed for adult collectors and are not toys. They are not suitable for children due to small parts, delicate components and materials that are intended for display rather than play. Our products are intended for collectors aged 14 years and over.
What scale are your miniatures?
Pretty Miniatures specialises in 1:12 scale dolls house miniatures, designed for adult collectors. Unless a product listing clearly states otherwise, our furniture, accessories and décor are made for 1:12 scale dolls houses.
Are your miniatures made to order?
Many of our miniatures are made to order in our Sussex workshop. Our usual processing time is up to 1 week before dispatch, although some items may be ready sooner. Any different lead time will be shown on the individual product page.
Can I request a custom size or colour?
Yes. We can often accommodate custom sizes, colours or small design changes, depending on the product and materials involved. We may also be able to produce selected items in 1:16 or 1:24 scale on request. We do not produce 1:6 scale items for Barbie, Sindy or similar dolls. If you have something specific in mind, please contact us before ordering with the dimensions, colour or finish required, and we’ll confirm what is possible and provide a custom price where needed.
Do your miniatures arrive assembled?
Yes. Unless a product listing clearly states otherwise, our miniatures are supplied as finished items rather than flat-pack or part-assembled kits. We do not normally supply products dismantled for customers to assemble themselves.
Delivery & Shipping
How will my order be sent?
Orders are sent using a tracked delivery service. UK orders are normally dispatched with Royal Mail, and international orders are sent using the most appropriate tracked service for the destination. Tracking details will be provided once your order has been dispatched.
Do you ship internationally?
Yes. We ship to a range of international destinations. The countries currently available, delivery options and shipping charges will be shown at checkout. Depending on the destination and delivery service, import taxes or duties may either be collected at checkout or handled as part of the international delivery process.
How long will delivery take?
Delivery times are separate from our processing time. Once dispatched, UK orders usually arrive within 1–2 working days, although Royal Mail delivery times are not guaranteed. International delivery times vary by destination and service, with the estimated delivery window shown at checkout. Tracking will be provided once your order is on its way.
Will I have to pay import duties or taxes?
This depends on the delivery country and the service used. Where duties or taxes are collected as part of your order, this will be shown at checkout. If they are not collected in advance, local customs authorities may charge the recipient before delivery. We recommend checking the information shown at checkout for your destination before placing your order.
Returns, Damage & Order Problems
What should I do if my order arrives damaged?
Please contact us as soon as possible if your order arrives damaged. Include your order number and clear photographs of the item, the packaging and any visible damage. We’ll review the issue and arrange the most appropriate solution, which may include a replacement, repair or refund depending on the circumstances.
Can I return an item if I change my mind?
Yes, subject to our Returns & Refunds Policy. Please contact us before sending anything back so we can provide the correct return instructions. Items should be returned in their original condition and packaging. Certain bespoke, personalised or specially made items may have different return conditions, which will be explained before purchase where applicable.
What if I receive the wrong item or something is missing?
In the unlikely event that you receive the wrong item or believe something is missing from your order, please contact us as soon as possible with your order number and details of the issue. If possible, include a photograph of the items received and the packaging. As part of our quality-control process, orders are packed under video recording, which can help us review any query accurately. We’ll check the order and arrange the appropriate resolution where required.
Can I cancel or change my order after placing it?
Please contact us as soon as possible if you need to cancel or change an order. We’ll always try to help, but many of our items are made to order and production may begin shortly after purchase. Once work has started, or where an item has been personalised or made specifically to your requirements, changes or cancellation may no longer be possible.
Product Care & Materials
Why does my acrylic mirror look cloudy or scratched?
Our acrylic mirrors are supplied with a protective film over the mirrored surface to protect them during manufacture, packing and delivery. This film can make the mirror appear cloudy, dull or marked and must be removed before use. Carefully peel away the protective film to reveal the clear mirrored finish underneath.
How should I clean my miniatures?
Use a soft, dry or slightly damp cloth for general cleaning. Avoid abrasive cleaners, solvents and harsh chemicals, as these can damage painted, printed, mirrored or plastic surfaces. Acrylic mirror should be cleaned gently with a soft cloth to help prevent scratching.
What materials are your miniatures made from?
Materials vary depending on the product and design. We use a range of materials including wood-based sheet materials, acrylic, 3D-printed components, fabrics and other specialist miniature-making materials. Where the material is important to the product, details will be shown on the individual product page.
Will colours and finishes look exactly the same as the photos?
We aim to represent colours and finishes as accurately as possible, but slight differences can occur between batches of materials and because screens display colour differently. As many of our products are made in small batches or made to order, minor variations may also occur during manufacture. These small differences are normal and do not affect the quality or function of the item.