Delivery & Returns

Please note that we do not use yaks at any stage in our delivery or returns process, and we rarely send anything over the Himalayas.  However, we endeavor to get your order to you as quickly as possible, wherever you are (subject to our delivery locations specified below).  And we love Yaks.

We greatly appreciate all our customers and aim to provide exceptional levels of customer service wherever possible. If you are unsatisfied with your purchase at any point in time or have any questions with regards to our returns policy please feel free to contact our customer services team by e-mail on info@bearandbear.com or by phone on +44 (0) 203 735 9002. We’ll pull out all the stops to make your shopping experience with us is as enjoyable and hassle free as possible.

Shipping Policy

Whilst we aim to process, ship and deliver your order as fast as possible, the stated delivery period within which you will receive your order is approximate. We only work with trusted carriers, but it’s logistics and things can take longer.

Goods will be sent to the address given by you in your order. If you are ordering more than one item, your goods may be sent to you in installments if certain items are out of stock.

Your order will be processed through our warehouse systems on the same working day if it is placed before 1pm. Orders placed after 1pm will be processed the morning of the following working day.

UK Orders

UK Orders

We have a range of delivery options in the UK designed to give you the most flexible and lowest-cost delivery charges possible without compromising on service levels.

  • Any basket value of £19.99 or below will be charged a £3.50 Shipping Charge.
  • Any basket value between £20-£25 will be charged a £2.50 Shipping Charge.
  • All basket values of £25.01 or over will be dispatched with no Shipping Charge.

Whilst all of our Free Shipping Services are tracked, there are three different tiers and the purchase will be sent on the most economical:

  • If your order fits into an envelope it will be sent Royal Mail 1st Class Signed For
  • If your order weighs over 1kg or totals more than £100 then it will be sent via DPD Next Day *
  • All other orders will be sent using Royal Mail 48 Tracked

We provide the option to upgrade from all of our Delivery options for even more flexibility:

To upgrade from Royal Mail 1st Class Signed For ® to DPD Next Day = £5.00 surcharge

To upgrade from Royal Mail Tracked 48 ® to DPD Next Day = £3.00 surcharge

Explanation of the delivery service tiers **:

Royal Mail 1st Class Signed For ®:
Aims to deliver in the UK the next working day, including Saturdays. Confirmation online that the order has been delivered. Proof of delivery including signature from the receiver.

Royal Mail Tracked 48 ®:
Aims to deliver in the UK within 2-3 days, this service has online tracking.

DPD Next Day:
Parcel delivery in the UK before close of business the following working day. This is a fully tracked service. A text message will be sent to the mobile phone number entered into the order with a delivery window.

* This includes checkout baskets containing items with a combined value of over £100 or combined weight of over 1kg

**Please note that these estimated delivery times do not include the processing time for picking and packing the orders which we aim do the same day if the order is placed before 1pm.

We also use Amazon’s warehousing services (FBA) for certain products and for back-up stock, so there maybe times when items purchased on our website are dispatched by them. This may mean that a multiple item order could be processed in two parts. We aim to minimise the risk of this occurring, but please contact us should you place and order and be notified of this.

European Orders

European Orders:

In an effort to provide our European customers with the lowest possible delivery charges, we have had to break down the region into different price bands based on our costs.

We use a single service across Europe for consistency and the high level of service they provide: DPD Tracked & Signed.

Please refer to the list of countries and costs below:

Area 1:
Delivery Time: 2 days
NETHERLANDS
LUXEMBOURG
GERMANY
BELGIUM
Order Value Over £30 = £7.5
Order Value Under £30 = £12.50
Area 2:
Delivery Time: 2 days
DENMARK
FRANCE
REPUBLIC OF IRELAND
Order Value Over £30 = £9.5
Order Value Under £30 = £14.50
Area 3:
Delivery Time: 3-4 days
CZECH REPUBLIC
ITALY
SLOVAKIA
SPAIN
Order Value Over £30 = £13.5
Order Value Under £30 = £18.5
Area 4:
Delivery Time: 4-5 days
AUSTRIA
ESTONIA
FINLAND
HUNGARY
POLAND
PORTUGAL
SWEDEN
Order Value Over £30 = £15.5
Order Value Under £30 = £20.50
Area 5:
Delivery Time: 4-6 days
BULGARIA
LATVIA
LITHUANIA
Order Value Over £30 = £20
Order Value Under £30 = £25

For international orders you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information prior to placing your order.

Returns

 

Standard Return

You can return any FULL PRICED or SALE/DISCOUNTED product within 14 days of your order being received for either:

  1. Full refund with free return shipping
  2. Exchange for another product of equivalent value with free shipping

All items returned must be in perfect unused condition including original packaging and labels in order to be eligible for the above options. Once we receive the returned item and confirm that it is in perfect condition we will issue you a refund or exchange.

How To Make A Return

Please note: Items must be returned to us in perfect unused condition in the original packaging and labels still attached.

To make a return, simply follow this link to the CollectPlus website. Enter your order number that you received with your order confirmation email from Bear & Bear and your email address.

Print out your returns label and attach it securely to the original packaging that you received your order in or packaging of similar quality. When sending a return parcel please ensure that any previous shipping labels used are removed or completely covered with the new returns label. Drop it off at any shop offering CollectPlus services – you can find a map of the closest shop offering the CollectPlus service by entering your postcode into the “find a store” search bar at the top of this page. The shopkeeper will scan your parcel and you will be given a receipt as proof of postage. You can use the code generated on your receipt to track your parcel here. Please send us an email to info@bearandbear.com with this code as that will assist us in tracking your return.

Please allow 5 working days for the return to reach us. The CollectPlus service operates Monday – Saturday (Excluding Bank Holidays). If you have not been notified of your return but you believe your return parcel should have arrived with us, this may be because our warehouse team is in the process of checking through returned items. Please allow our friendly team time to process your parcel, you will be notified and refunded as soon as possible.

Feel free to contact us at info@bearandbear.com or by phone on +44 203 735 9002 at any stage in this process, we are here to make it as easy as possible.

Damaged or defective products

All items must be checked upon receipt of delivery. If there are any defects, breakages or damages you must notify us within 48 hours by e-mail to our info@bearandbear.com or write to us on our Contact Us page. We will usually reply requesting a photograph of the damaged/faulty item. We are unable to replace or refund any such items if we are not notified within this time period.

In the event of an item being damaged or defective we will offer the following options:

  1. If stock is available we will send a replacement on expedited delivery
  2. A full refund
  3. Exchange for an alternative product of the same value

Defective products outside of the returns window

In the event that your purchase experiences a product defect during use after this initial period 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 that we can action on your behalf with the manufacturer.

Returning an Order from outside the UK

We offer a European return service in most countries for the cost of posting locally.  You can see the full list of countries where we offer this service below.

You can return any FULL PRICED or SALE/DISCOUNTED product within 14 days of your order being received for either:

  1. Full refund
  2. Exchange for another product of equivalent value

All items returned must be in perfect unused condition including original packaging and labels in order to be eligible for the above options. Once we receive the returned item and confirm that it is in perfect condition we shall issue you a refund or exchange.

To make a return, please Contact Us within 14 days of receipt of the item at info@bearandbear.com or by telephone on +44 203 735 9002 to be eligible for a return/exchange. Once we have confirmed that the order qualifies for the returns service, we will email you a returns label.

Print out your returns label and attach it securely to the original packaging that you received your order in or packaging of similar quality. When sending a return parcel please ensure that any previous shopping labels used are removed or completely covered with the new returns label.

You can then take the parcel to your local post office and return it to us for only the cost of a local postage charge. All items returned must be in perfect unused condition including original packaging with labels attached in order to be eligible for a refund or exchange. Once we receive the returned item and confirm that it is in perfect condition we shall notify you and issue a refund or exchange.

We can offer local-cost returns service in the following countries:

Austria
Belgium
Czech Republic
Denmark
Finland
France
Germany
Hungary
Ireland
Italy
Luxembourg
Netherlands
Poland
Portugal
Slovakia
Spain
Sweden

Unfortunately we CANNOT currently offer local-cost European returns in these countries:

Bulgaria
Estonia
Latvia
Lithuania

If you do not qualify for local-cost returns, you will need to cover the cost of the return via a tracked delivery service. Please Contact Us within 14 days of receipt of the item at info@bearandbear.com to be eligible for a return/exchange with details of your order number.

All items returned must be in perfect unused condition including original packaging with labels attached in order to be eligible for a refund or exchange. Please also include the packing list you received so that we can reference your order number. We advise that you keep your return tracking information until your refund has been processed by our team.

Once we receive the returned item and confirm that it is in perfect condition we shall notify you and issue a refund or exchange.

Returns will need to be sent to the address below, but please contact us first:

Bear And Bear Returns C/O The Fulfilment Company
Unit 34 Boyton Hall Farm
Boyton Hall Lane
Chelmsford
Essex
CM1 4LN
UK

Damaged or defective items

All items must be checked upon receipt of delivery. If there are any defects, breakages or damages you must notify us with 48 hours by e-mail to our info@bearandbear.com or write to us on our Contact Us page. We are unable to replace or refund any such items if we are not notified within this time period.

We will ask you to either return the item to us or to take a photograph of the problem depending on the item and the circumstances. We will refund you your return postage charges on receipt of the item and send you a replacement from stock on the fastest available delivery service.

If we have no stock left then we will offer a full refund including the cost of your returns postage.

How Long Does It Take To Receive My Refund?

We strive to process refunds as quickly as possible. Once we’ve received the product(s) you’d like to return, we will refund your credit / debit card which usually takes 3-5 working days to process. A member of the team will notify you via e-mail once we’ve received your return and your refund has been processed.