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 [email protected] 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.

General Shipping Policy

All items marked as “In Stock” are available for immediate dispatch. If there is any issue with your order we will contact you as soon as possible.

Orders placed before 1.30pm, Monday – Friday, will be processed the same day. Orders placed after 1.30pm will be processed the following working day.

If you do not receive a dispatch notification from us within 24 working hours, please get in at [email protected] or via chat.

The stated shipping time is approximate. We only work with trusted carriers, but delays can happen. Our on time delivery rate is exceptionally good as many of our reviews state.

Your order will be sent out to the delivery address provided. Please make sure this address is correct when placing your order.

We ship from multiple warehouses. Therefore, if you are ordering multiple items there is a chance your order could arrive in more than one parcel.

Please note, DPD is a Monday-Friday service and will not deliver over weekends.

DPD Saturday service is available as a separate option.

UK Orders

UK Orders

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.

  • 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 Day service free of charge

Upgrade Options

  • Any order with a basket value under £150.00 can be upgraded to DPD Next Day for a £3 delivery charge on top of any base shipping charge
  • Any order with a basket value below £149.99 can be upgraded to DPD Saturday for a £10.00 delivery charge.
  • Any order with a basket value above £150.00 can be upgraded to DPD Saturday for a £5.00 delivery charge.

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

Royal Mail Tracked 48 ®: 
This service aims to deliver in the UK within 2 days and has online tracking. This service operates on Monday – Saturday. Please note that orders will not be dispatched from our warehouse on Saturdays.

DPD Next Day:
Parcel delivery in the UK before close of business the following working day. This is a fully tracked service. A one hour time slot for delivery will be sent to the mobile phone number provided for with your order. Orders placed before 1.30pm will be processed the same working day. Orders received after 1.30pm will be processed the following working day. Please note, DPD is a Monday-Friday service and will not deliver over weekends.

DPD Saturday
Place your order before 1.30pm on a Friday and select the DPD Saturday service to receive your order the next day. Please note that if you select DPD Saturday service earlier in the week, you order will not be held until Saturday but will be dispatched on the earliest possible service.

Please note that these estimated delivery times do not include the processing time for picking and packing the orders. We aim do this the same day if the order is placed before 1.30pm. We try our very best to process order as quickly as possible, but at peak times this timescale may be affected.

We sometimes use Amazon’s warehousing services (FBA) for back-up stock, so there maybe times when items purchased on our website are dispatched through this channel. 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.

Offshore UK Postcodes

Due to some technical limitations with our shipping settings, we categorise the postcodes that begin with the following within the UK as “offshore”:

GY, HS, KW, JE, ZE, PH, PO3, TR2, KA27, KA28, PA78, IM,BT

We apologise for any difficulties this may cause with your orders and if you place an order and select Off Shore shipping and we can deliver at the normal rate, we will try and refund the difference.

 

European Orders

European Orders:

August 2018 – Updated European Pricing

There are now more detailed pricing breaks to provide even better value to our European customers.

The following countries benefit immediately from our new pricing:

Category A: Austria, Belgium, Germany, Netherlands, Luxembourg

Category B: Italy, Spain, France

There is now free shipping in all the European countries we ship to on orders over £150 and we are expanding cheaper shipping options as soon as we can.

Category AUnder £30£30-£50£50-£150£150Shipper
Any Weight9.497.004.00FreeUKMail
Category B
Under 500g10.997.995.99FreeRoyal Mail
Over 500g11.498.995.99FreeUKMail

Area 2:

  • Denmark
  • Republic of Ireland

Estimated Delivery Time: 2 days
FREE shipping for orders over £150
£9.50 for orders over £80
£14.50 for orders under £80

Area 3:

  • Czech Republic
  • Slovakia

Estimated Delivery Time: 3-4 days
FREE shipping for orders over £150
£13.50 for orders over £80
£18.50 for orders under £80

Area 4:

  • Estonia
  • Finland
  • Hungary
  • Poland
  • Portugal
  • Sweden

Estimated Delivery Time: 4-5 days
FREE shipping for orders over £150
£15.50 for orders over £80
£20.50 for orders under £80

Area 5:

  • Bulgaria
  • Latvia

Estimated Delivery Time: 4-6 days
FREE shipping for orders over £250
£20.00 for orders over £80
£25.00 for orders under £80

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 if you have questions about any additional costs.

How to return a purchase

For orders placed between 8th November and 20thDecember 2018 please refer to our festive returns policy.

 

Standard UK Return

You can return any full price or sale/discounted product within 30 days of receiving your order.
You can return your order 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.

Please note, if your original order included a shipping charge, this will not be refunded (unless otherwise stated).

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. Please make sure to include your order paper work in the return parcel so our team can identify your order.

Please note that we do not offer free returns on sale items unless they are faulty. Sale purchases have the normal 30 day sales window (or Extended Festive Period), however we will not refund you any applied postage charges.

Non-faulty  On Sale purchases returned to us will incur a £5.00 charge deducted from any refund. In order for a sale item to qualify as faulty the purchaser must notify us within 48 hours of receipt of the item, clearly stating the nature of the fault and have received notification from the seller that the faulty condition is accepted.

This Sale items returns policy doesn’t apply to items that have had either Coconut Reward Points or discount codes applied.

 

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 [email protected] 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 [email protected] 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 [email protected] 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 a purchase from outside the UK

European Returns

 

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 30 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 30 days of receipt of the item at [email protected] 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 30 days of receipt of the item at [email protected] 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

Returning an On Sale Purchase

For details on how to return your purchase please refer to the Returns section.

Please note that we do not offer free returns on sale items unless they are faulty. Sale purchases have the normal 30 day sales window (or Extended Festive Period), however we will not refund you any applied postage charges.

Non-faulty  On Sale purchases returned to us will incur a £5.00 charge deducted from any refund. In order for a sale item to qualify as faulty the purchaser must notify us within 48 hours of receipt of the item, clearly stating the nature of the fault and have received notification from the seller that the faulty condition is accepted.

This Sale items returns policy doesn’t apply to items that have had either Coconut Reward Points or discount codes applied.

 

 

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 [email protected] 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 will it take to get 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.