Deliveries

As of October 2019 we have upgraded our fulfilment infrastructure to provide an even more efficient and speedier service. You should now experience delivery speeds that surpass your expectations.

Please send any delivery or returns feedback to [email protected], we rely on your comments to continue to improve our service.

For more information on our UK and International delivery services please select one of the tabs below or read our FAQs. If anything is not covered please use the chat option for the fastest response.

To see details on our Returns policy please click here.

We have a range of delivery options for customers in the UK designed to give you the most flexible and low-cost delivery charges possible without compromising on service. All orders are fully trackable using the link you will receive in your order dispatch confirmation.

This is a breakdown of the services for areas not designated as “remote”:

  • Saturday Delivery (Thursday 4pm-Friday 4pm Only): This Saturday delivery service is available exclusively after 4pm on Thursday and before 4pm on Friday. It is not possible to hold orders placed outside of this window for Saturday delivery.
  • Next Business Day Before 12pm: Order before 4pm and your parcel will be with you before midday on the next working day via DPD.
  • Next Business Day: Order before 4pm and your parcel will be with you on the next working day via DPD.
  • Standard – Tracked 24 delivery: Order before 4pm and your parcel will be with you on the next working day via Royal Mail Tracked 24.
  • Economy – Tracked 48 delivery: Order before 4pm and your parcel will be with you in 2 working days via Royal Mail Tracked 48.
  • Economy – 2nd class packet: Order before 4pm and your parcel will be with you in 2-3 working days via Royal Mail Packet Services (not tracked or signed for).

Please note: Our delivery cut off for same day processing is 4pm, so if you order after 4pm on a Friday you should expect your order to arrive on Tuesday on the “Next Day” service.

Below is a breakdown of our costs:

  • Orders with a basket value of £9.99 or less will incur a £7.00 delivery charge
  • Orders with a basket with a value between £10.00-£19.99 with incur a £5.00 delivery charge
  • Orders with a basket value of £20.00 – £49.99 will have a incur a £3.00 delivery charge
  • All orders with a basket value over £50.00 will be delivered using the most appropriate service free of charge
  • All orders with a basket value over £150.00 will be delivered on a Next Business Day service free of charge

Please click the headlines below to view more information:

Upgrade Delivery Speed

Any order with a basket value under £150.00 can be upgraded to Next Day Signed For services for a £3 delivery surcharge on top of any base shipping charge.

Click And Collect

You can select Click & Collect as a free option at checkout to have your order delivered to one of over 4000 collection points via Hubbox. You can see all their locations via this link: Hubbox Locations

Remote / Offshore Locations

We use Royal Mail and DPD as our UK carriers.  If you are lucky enough to live somewhere remote you are probably well aware of some of the differing service levels and costs you can expect. Please add on 2-3 days to our stated delivery times.

Remote places are defined by DPD services as: Scottish Highlands, islands, Northern Ireland, Channel Islands and Scilly Islands.

Orders with DPD will incur an additional charge (specified at checkout) and take longer to arrive, Royal Mail do not charge more, but they will take a little longer to deliver in certain locations.

We offer international shipping to a growing number of regions and we are actively working to offer the Bear & Bear range to more customers globally.

Due to the complexity of cost and service levels, the best way to determine the cost of shipping to your delivery location outside of the UK is to add your order to the basket and then select the delivery address.

If you cannot see your delivery country listed or there is no shipping option then please send us an email at [email protected] and we should be able to add the country to our list.

Please click the headlines below to view more information:

Here is a full list of the countries we currently have shipping settings for:

 

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States

General FAQs

What's the latest I can order to receive my items for Christmas?

All orders placed for UK delivery* before 4pm on these dates have a very high probability of arriving before Christmas day:

2nd Class – 18th December
1st Class & 48 Hour Tracked – 20th December
24 Hour Tracked – 21st December
DPD Next Day – 22nd December

*This doesn’t include orders to remote locations, or orders that are held due to incorrect postcodes or other address issues

What's your festive returns policy?

We are happy to offer an extended returns window on all orders made until Sunday 22nd December 2019.  Customers will have until 31st January 2020 to return an item under the conditions of our regular returns policy. This includes items purchased from our Sale section.

Do you offer exchanges?

We only offer exchanges for the same product if your purchase is faulty.  If you’re not happy with your item then you will need to purchase another item and return the one you’ve bought.

Do you offer free return on purchases of “on sale” items?

On sale items are those which have a discount to the regular retail price, this does not include full price items that have a discount code applied.

We do not offer free returns for “on sale” items unless they are faulty. “On Sale” purchases have the normal 30 day returns window (or Extended Festive Period), however “On Sale” purchases that are not faulty or defective and are returned to us will incur a £7.50 charge deducted from any refund.

Can I cancel or amend my order?

We aim to dispatch all orders as quickly as possible, however if you have noticed an error in your delivery details or wish to cancel your order, please let us know as soon as possible and we will try our best to do so in time.

Do you offer click and collect so I can pick it up from a convenient place?

We work with Hub-box who have a large network of collection points all over the UK.  You can select this option for free at checkout.  Any other shipping costs will still apply.  We can’t currently offer this service to customers outside of the UK.

Do you operate a loyalty scheme?

Our loyalty scheme is open to anyone who creates an account with us. You will receive a £5 signing up bonus that can be used on any order (including your first one) and then 5% cash back into your account for every purchase.  Our loyalty scheme is called “Coconut Reward Points” and you can read more about it here.

My order is faulty but I've missed the 30 day returns window – help!

In the event that item you’ve purchased from us experiences a defect during use at any point then please contact us. We will always try and do what we can to reach a satisfactory resolution and many of our products carry an extended use warranty or even lifetime guarantees that we can action on your behalf with the manufacturer.  We believe in a buy well, buy once policy, so we are here to help with any issues or faults.

How long will it take to receive my refund?

If you have followed the processes as outlined in our returns policy for your region and there are no issues with the state of the item returned then you should receive your refund within 3 days of receipt by our returns team. We try to process refunds as quickly as possible.  If there are any issues then we will notify you as soon as possible to come to a resolution.

Which payment methods do you accept?

We use Stripe to accept Visa, Maestro and American Express cards

Do you have a physical store?

We are fully online and don’t have a physical store (at the moment…)

Do you have a list of all the countries that you deliver to?

Here is a full list of the countries we currently have shipping settings for:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States

If your country is not listed then please contact us and we can look at adding it.

Can I place my order over the phone?

Due to GDPR reasons and privacy concerns, card information cannot be taken over the phone. If you have any problems in checking out online, please get in contact.

I’m ordering to the Channel Islands, will VAT be deducted?

If your billing address and delivery address are both in the Channel Islands, please send us an email and we can arrange for the VAT to be refunded after your order is delivered – [email protected]

Which courier services do you use?

We use DPD and Royal Mail in the UK. For International orders we additionally use DHL and Fedex depending on the service level cost and speed. To see the shipping options available in the country you want to deliver to it is best to go to checkout and enter the item and country. If you don’t see any shipping setting for you country then please get in contact with us.

Can I track my order?

Yes you can! Using a personalised link that you will receive as part of your order confirmation email you will have real time oversight into your order and be able to see every stage of the process as it makes its way to you!

How much will my order cost to deliver?

We offer an extensive range of shipping options based on different service levels and locations.  The best way to determine the cost of shipping is to put your order into the basket and select the delivery postcode and country.  If you have any questions about a country or a shipping cost then please contact us.

When will my order be dispatched?

All orders placed before 4pm will be processed the same day. Please check that you’ve entered your postcode correctly as that’s the main reason orders get slowed down!  We do not currently offer Saturday delivery, so items ordered after 4pm on Friday may not be delivered until Tuesday even on an urgent / fast shipping service.  We offer fantastic real time order tracking through a personal link that you will receive in your confirmation email.

Can I select a specific date for delivery?

We dispatch all orders as quickly as possible so unfortunately, we cannot hold orders for dispatch on specific days.

What is your return policy?

For more details on our return policy and how to return items please go to our Delivery And Returns page.

How do I create an account?

Create an account to earn Coconut Reward Points on all your purchases by registering here:

Account Page

Simply fill in the details and then hit “Enter” (if you’re using desktop) or “Return/Go” (if using mobile).

You should receive an account confirmation email.

I can’t access my account?

Your username will be the email address that you used to make your first purchase or to sign-up with us. If you search for “Bear & Bear” in your email folder you should find our welcome email. Otherwise you can go to our lost password page Here:

Lost Password Page

Enter a selection of your email addresses to see which one we have on record.

I can't see my question here!

These are the most common questions we get ask, but this list is being developed all the time.  Please contact us if you can’t see the answer you need: [email protected]