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Continue ShoppingReturns & Refunds Policy
We want you to be completely happy with your new bear. If something isn’t quite right, we’re here to help. Please read the policy below before requesting a return.
1. Eligibility for Returns
You may request a return within 14 days of delivery (update if needed).
To be eligible, items must be:
- Unused and in original condition
- Free from damage, odours, or signs of handling
- Returned with all original tags, accessories, and packaging
Please contact us before sending anything back so we can confirm eligibility and provide return instructions.
2. Non-Returnable Items
Due to their unique nature, One of a Kind (OOAK) and limited edition bears are non-returnable, unless the item is damaged or significantly not as described.
If there is an issue with your OOAK/limited bear, please get in touch so we can make it right.
3. Returns Shipping Costs
Return postage is the customer’s responsibility unless:
- The item is faulty
- You received the wrong item
- The bear arrived damaged
We strongly recommend using a tracked service for your peace of mind.
4. Starting a Return
To begin a return, please contact us with:
- Your order number
- The bear’s name
- The reason for return
- Photos if the item is damaged or faulty
We will confirm whether your return is accepted and provide the return address.
5. Refunds
Once your returned item is received and inspected, your refund will be processed within 7 working days (update if needed).
Refunds are issued to the original payment method only. Your bank or payment provider may take additional time to display the refund.
6. Exchanges
Exchanges may be possible depending on stock availability.
In most cases, we may ask you to return the original bear (if eligible) for a refund and then place a new order for the bear you prefer.
7. Damaged or Faulty Items
If your bear arrives damaged, faulty, or not as described, please contact us within 3 days of delivery.
Include your order number and photos of the issue.
We will offer a repair, replacement (where possible), or refund.
8. Condition of Returned Items
Bears must be returned in new, unused condition. Items showing any of the following may not qualify for a full refund:
- Signs of wear, handling, or play
- Damage caused after delivery
- Exposure to smoke, perfume, or strong odours
- Missing tags or packaging
9. Sale Items
Choose one option (delete the other):
Option A (strict):
Sale or discounted items are final sale and cannot be returned unless faulty.
Option B (flexible):
Sale items can be returned under the same conditions as full-price items within the standard returns window.