Returns Due to faulty merchandise or errors of bearsbymail.com
If you are returning a Bear because of an error on our part, or in the case of damaged merchandise, we will be happy to refund any delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.

Refunds due to late delivery
If UK customers have requested Royal Mail’s ‘Special Delivery’ service and your Bear was not delivered by the guaranteed time on the day specified then a full refund of delivery costs will be provided on request.

Returns within 7 days of delivery
You are entitled, within 7 of receipt of the order, to return your order for any reason, for a full refund, including any delivery charges. However, we cannot refund your return postage costs in this situation.  These returns are subject to our general notes below.

To arrange a return, please contact us first by e-mail or phone to notify us of your intention to return.

Returns after 7 days of delivery
After 7 days, we may accept returns at our discretion. In any case, a 20% restocking fee will be levied to cover our administrative costs.  These returns are subject to our general notes below.

To arrange a return, please contact us first by e-mail or phone to notify us of your intention to return.

Items undeliverable due to invalid or incomplete addresses
If an item is returned to us as 'undeliverable' due to an incomplete address, which was at no fault of our own, we will offer two options:

1: a refund of the sale price of the item, minus any postage charges incurred
2: to re-send the item, once you have provided the complete address, charging you for the extra postage.

It is vital that you ensure you have the correct address when you place your order, as we cannot be held responsible for items undeliverable due to incomplete or invalid addresses.

We will contact you by email if your order is returned to us undeliverable.  If we do not hear from you within 30 days, your bear will be donated to a charitable organisation.

General Notes
No Bear can be returned without the owner first contacting Bearsbymail.com, either by email or by phone, to inform them of the problem surrounding the Bear.

A Bear can only be returned if it is a resalable condition, as decided by Bearsbymail.com, conforming to the following criteria:

· Product tags must still be attached to the Bear.

· The Bear must not smell of household odours i.e. cigarette smoke, perfumes, deodorants, air-fresheners, animals, children, or cooking.

· The Bear must not have suffered any damaged between the period of receipt and return.

· The Bear must not have been exposed to damaging external products e.g. water, food, or other stainable substances.


All owners are encouraged to return their Bear in protective/supportive packaging to ensure that it arrives in a resalable condition.

All owners are encouraged to return their Bear in a ‘Signed For’ Royal Mail Postage as Bearsbymail.com cannot not be held responsible for any returned items lost after owners have posted their bear.

If a Bear is returned by its owner and it does not conform to the above criteria no refund will be provided and Bearsbymail.com will not re-dispatch the Bear without charging a re-dispatch fee (all re-dispatch fees are charged at cost). It is at the customer’s discretion whether they wish their Bear to be re-dispatched.

As per distance selling regulations, chocolates and other perishable items have no cancellation rights once dispatched.  We cannot accept returns of any chocolate items, as we are unable to re-sell them.

Order Corrections and Alterations
No order may have corrections and/or alterations made to bear, postage option, gift card message, or delivery address after 15:00 on the day of dispatch.

Exchanges
Unfortunately we cannot exchange Bears unless they are received damaged or the wrong Bear is received incorrectly.

Quality Control
Every Bear undergoes a full inspection before they are dispatched.

Problems and Questions
If you have any problems with your order, please don’t hesitate to contact us;
E-mail: bears@bearsbymail.com
Telephone: 0870 3212783
Fax: 0870 2312782

Feedback
If you have any comments or suggestions, please send them to: bears@bearsbymail.com