FREE SHIPPING ON UK ORDERS OVER £50
We’re available to answer all your Bear & Bear related questions, but these are the most frequently asked questions we get. We’ve compiled this list to make it easy and fast to get answers, but please let us know if we’ve missed anything and contact us at email@example.com.
- What's your festive returns policy?
We are happy to offer an extended returns window of 60 days on all orders placed before Christmas Day 2020. This includes items purchased from our Sale section.
- Do you offer exchanges?
We only offer exchanges for a product with the same or lower retail selling price. If the price is lower the difference in cost will be refunded on the original order. If you’re not happy with your item and would like to swap for something of a higher value then you will need to purchase another item and return the one you’ve bought.
Exchanges will also be offered on any faulty items but please contact customer services with full details first.
- 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 offer free returns for “on sale” items. “On Sale” purchases have the normal 30 day returns window (or Extended Festive Period).
- 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 don't offer a specific click and collect service. However, we use DPD for all our next business day deliveries within the UK. Once you receive your DPD tracking number you can then choose to collect from a DPD collection point - of which there are 1000s to choose from accross the country.
- Do you operate a loyalty scheme?
Our loyalty scheme is open to anyone who creates an account with us. You will receive a 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 3-5 working 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 – firstname.lastname@example.org
- Which courier services do you use?
We use DPD and Royal Mail in the UK. For International orders we additionally use DPD, Royal Mail, Norsk, 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 returns policy?
For more details on our returns policy and how to return items please go to our Returns page.
- How do I create an account?
Create an account to earn Coconut Reward Points on all your purchases by registering here.
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.
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@example.com