We want you and your new furry friend to be completely happy! If your teddy bear isn't quite what you expected, here is how we can help.

1. 14-Day Cooling-Off Period

Under the UK Consumer Contracts Regulations, you have the right to change your mind and cancel your order within 14 days of receiving your items. You then have another 14 days to return the goods to us.

2. Return Conditions

To be eligible for a return:

The teddy bear must be in the same condition that you received it (unworn, unused, and unhugged by pets/smoke).

It must have all original tags attached and be in its original packaging. You’ll need the receipt or proof of purchase.

3. Non-Returnable Items

Personalised Bears: Any bears that have been custom-embroidered or personalised cannot be returned unless they are faulty.

Gift Cards: These are non-refundable.

4. How to Start a Return

To start a return, please contact us here. If your return is accepted, we will send you instructions on how and where to send your package.

Please note: Unless the item is faulty, customers are responsible for paying their own return shipping costs.

5. Damages and Issues

Please inspect your order upon arrival. If the teddy bear is defective, damaged, or if you receive the wrong item, contact us immediately so we can make it right. For faulty items, we will cover the return postage costs.

6. Refunds

Once we’ve received and inspected your return, we will let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund, too.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new teddy bear.

8. International Returns

We welcome orders from all over the world, but please note the following for returns outside the UK.

Return Shipping: International customers are responsible for all return shipping costs, including any customs duties, taxes, or processing fees incurred when the package re-enters the UK.

Customs Documentation:

You must clearly mark your return parcel as "RETURNED GOODS" on the customs declaration form (CN22 or CN23). Failure to do so may result in the package being held at customs or returned to you at your expense.

Original Shipping Fees:

Original international shipping fees and any import duties paid at the time of purchase are non-refundable.

9. Tracked Postage Requirement

To ensure your teddy bear arrives safely back at our workshop, we strongly recommend using a tracked and insured shipping service.

Proof of Postage:

Always obtain and retain your proof of postage until your refund has been processed.

Risk of Loss:

We cannot issue refunds for items that are lost or damaged during transit back to us. If a return is not tracked and goes missing, we will be unable to process your refund.

High-Value Returns:

For any returns with a value over £50, a service that requires a signature upon delivery is mandatory to guarantee receipt.