Ordering/Delivery | Terms & Conditions
Making a Purchase
Making a purchase could not be easier. Just browse our online shop and add any items that you wish to buy to the basket. After you have finished your selection use the options at the foot of the basket page to proceed to the checkout where you will be asked for further details needed to complete your order. You have the option to create an account (which will make purchasing quicker next time) but you do not have to create one and can proceed as a guest.
Secure on-line payment is available via PayPal. If you do not wish to pay online, you may call our shop and we can take your details over the phone. Please note PayPal payments are immediate.
If you have made a mistake in your order and cannot correct it in the basket, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We have included this term to protect us in the case that a mistake has been made in pricing, i.e. we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Please note products may vary as library pictures are used, sizes are generally tip to toe, so for bears sitting they around around 2/3 of the size. Items are handmade so airbrushing, stuffing, finishing, looks, colour etc can vary, if you are after a specific face look, we are more than happy to take a photo on request of the actual item to be shipped.
In the unlikely event the item has sold out, you can be rest assured its already on order, and should be dispatched to you within 28 days. Where this is not feasible due to supply problems we will let you know.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Our business is operated from United Kingdom and VAT is added to all orders, and is inclusive within the price shown. Currency of the transaction is pounds sterling.
All Terms & Conditions are governed under English law.
Delivery is available in the UK only:
- Free : UK Standard Tracked within 5 working days from dispatch
- £2.00 : UK Priority Tracked within 2 working days from dispatch
Please note these are estimated times only and during severe weather or busy periods are subject to taking longer.
Please note we process priority delivery then standard delivery.
Bears and Friends are sent for postage Tuesday to Friday excluding bank holidays.
We use Parcel Force for most items but may use another delivery service as required.
All options include emails to keep you up to date, any problems on dispatch we will inform you as soon as we can.
Mail is collected from us working days only, so if you get a dispatch notification on a non-working day, it is all packed up ready for next working day collection.
All goods sent are insured to your front door for your peace of mind, with proof of delivery which means they require signing for.
If you've changed your mind about keeping your purchase, please return it, at your cost, in its original condition with proof of purchase and we'll exchange or refund it. Unless faulty, this should be within 30 days of receiving your order. By original condition, we'd expect this to mean that you’ve kept packaging and labels, and that the item and packaging is undamaged and unused.
We will not refund the cost of giftwrapping, or personalised products, or your costs in returning the item to us, or for upgraded postage options and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.
Any goods returned should be in saleable condition, with labels attached, all packaging, and certificates where supplied, i.e. in the condition that you received them and not contaminated.
For trade sales (to businesses, paid by business cards, business paypal, personnel card, volume sales and multiple items) all sales are final. Any shortages must be reported within 24 hours of receipt. Any returns subject to agreement.