-We’re a small team, but we do our best to send your order as soon as possible. We aim to dispatch orders within 2-10 business days of purchase however, pre-order items may take a little longer to ship.
- A confirmation email will be sent to you to let you know we have received your order, and you will also receive an email confirmation when your order has shipped.
-We ship worldwide Monday-Friday. Please allow up to 7 working days for UK orders to arrive and 14 working days if you are an international customer, as shipping times can vary depending on the courier.
-We work hard to dispatch your order as quickly as we can, but please note: Our 48 hour courier service starts once the goods leave our warehouse and doesn’t include the time it takes us to process your order.
-If you’d like to amend or cancel your order just get in touch with us before your order is dispatched at info@thebearhug.com. It is required that you contact us pre-11am (UK time) to ensure that your request will be processed in due time.
UK Customers: Your parcel will be shipped via Royal Mail’s Tracked 48hr Service which is charged at £3.45 or FREE for orders £40 and over. Royal Mail aims to deliver your parcel within 2-4 working days of dispatch.
International Customers: Your parcel will be shipped via Royal Mail’s International Tracked Service (Worldwide) and European Tracked Service (EU) so we can monitor it’s journey for peace of mind. Shipping is £12.95 for US customers and £17.95 for ROW.
EU Customers: Your parcel is also shipped via Royal Mail’s International Tracked Service (Worldwide) and European Tracked Service (EU). The shipping rate is £9.95 for EU customers. Due to the UK leaving the European Union, you may also be required to pay customs charges as of January 2021. These customs charges vary depending on destination country and cost of items purchased. Please check your country’s customs rates for more information.
-As our products are embroidered and printed on demand, occasionally some of our products will be available to purchase on a pre-order basis. The estimated release date will be provided on the product page before you make your purchase and all goods must be paid for in full to secure your pre-order.
-If you place an order that contains pre-order items, we will dispatch the entire order on the release date given. If you require the other items before the date provided please contact us by email at info@thebearhug.com and we’ll try to accommodate your request where possible.
-While we aim to dispatch all pre-orders on or before the date given, delivery dates for pre-orders are subject to change and can sometimes vary from the estimated arrival date, but we’ll keep you informed if this is the case.
-You are welcome to cancel your pre-order anytime before it has been dispatched for an exchange or a full refund, but we ask that you contact us 24hr hours in advance of the release date to ensure that your request can be processed.
-If your order can't be delivered it will be returned to us by the courier, in which case we will be happy to resend your goods however, additional postal costs will apply. International/ EU Customers: Please note it can take 30+ days for your order to be returned to us.
-If your order does not arrive, please let us know so we can submit a missing parcel form with the carrier. We’ll do this as soon as possible, but it is required that we wait 15 working days from dispatch for UK customers and 20 working days for International/ EU customers before we can replace or refund your order.
-We cannot be held responsible for any damages incurred during transit, faults of this nature will not be covered under our refund policy. In this case, you must file a complaint with the carrier.
-If you’re not 100% satisfied with your purchase, please return the item(s) within 30 days of receiving them for a full refund. (Now extended to 60 days due to COVID-19)
-Items returned must be in the same condition as sold- not worn, washed, marked or altered in any way. We reserve the right to refuse a refund/ exchange if the items have any signs of wear, alterations, misuse or damage.
-Please note that all original shipping and handling charges are non-refundable.
-We are not responsible for lost returns or exchanges or for items damaged in shipping, if these instances occur you must file a complaint with the courier.
UK Customers: We offer FREE returns using Royal Mail’s tracked return service which is available here: http://www.royalmail.com/track-my-return/create/3262
International/ EU Customers: Please return your items to: The Bearhug Co. LTD, Stokesley Business Park, 22 Ellerbeck Way, Stokesley, Middlesbrough TS9 5JZ.
-Please include a completed Returns Form with your item(s), which can be downloaded here: RETURNS FORM Just get in touch if you do not have access to a printer at info@thebearhug.com to tell us what you would like to return.
-International/ EU customers are responsible for the shipping costs incurred when returning items to us and shipping costs are non-refundable.
-We are only able to offer exchanges to our UK customers
-Please return your item(s) within 60 days of receiving your order
-Once we have received your package please be assured we will process your exchange as soon as possible, however, this can take up to 14 days.
-Once we receive your exchange item(s) we will get in touch via email to arrange additional postage fees for the exchange to be sent back out, (this is £3.45 for UK addresses). This fee can be paid via Paypal or bank transfer.
-Please include a completed Returns Form with your item(s), which can be downloaded here: RETURNS/EXCHANGES FORM
Just get in touch if you do not have access to a printer at info@thebearhug.com to tell us what you would like to exchange.
-For free Royal Mail Tracked returns and exchanges (UK customers only) use the link below: http://www.royalmail.com/track-my-return/create/3262
If you have any further queries regarding shipping, returns or exchanges you can reach out to us via email at info@thebearhug.com and one of our team will be happy to help.
