FAQs

Ordering

  • Which payment methods are accepted?
    We accept Visa, Maestro, American Express and Paypal.
  • Do you have a physical store?
    We are fully online and don’t have a physical store. However, if you have any specific product questions, please don’t hesitate to get in touch.
  • Can I order for delivery outside of Europe?
    We currently only ship to European countries
  • Can I order over the phone?
    Orders cannot be taken over the phone, but if you have any problems in checking out online, please give us a call
  • Can I send my order to a collection point?
    Yes, you have the option to send your order to a collection point. This is for UK orders and can be selected at checkout. There is no additional charge for using this option. Orders under £50 will still have a shipping fee.
  • 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.
  • I’m ordering to the Channel Islands, will VAT be deducted?
    If your billing address and delivery address is in the Channel Islands, please drop us an email and we can arrange for the VAT to be refunded after your order is placed – [email protected]

Shipping

  • Which courier services do you use?
    We currently use DPD, Royal Mail and Yodel for UK orders. Orders to Europe may be shipped with DPD or DHL.
  • How much does it cost to deliver?
    All orders over £50 ship for free in the UK. Orders under £50 will have a delivery charge. We offer the option for next day delivery on UK orders. Please note, to receive your order the next working day, your order must be placed by 1.30pm. All orders over £150 ship Next Day for free. You can see further details on our delivery options here: https://bearandbear.com/delivery-returns/
  • When will my order be dispatched?
    We dispatch all orders which we receive before 1.30pm the same working day. Orders received after this will be dispatched the next working day.
  • Is there a charge for using Click and Collect?
    There is no additional charge for using the Click and Collect service in the UK. Therefore, orders with a basket value of over £50 ship for free, and orders under £50 will have a delivery charge
  • 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.
  • How do I track my order?
    All our orders are fully tracked. You will be emailed tracking details as soon as your order leaves our warehouse. If you have not received your tracking information please get in touch with us at [email protected] or by telephone on 02037359002
  • What if my order hasn’t been delivered?
    If your order hasn’t reached you in the expected time, please get in touch with us at [email protected] or by telephone on 02037359002
  • What if there’s a problem with my order when it arrives?
    If for any reason your product is not in perfect condition when it reaches you, please let us know within 48 hours and provide pictures where possible. We’ll get it sorted!

Returns

  • What is your return policy?
    We want you to love your products as much as we do! If you are not completely happy with your order, as long as it is in perfect condition, you can return it to us within 30 days. You can read further details here: https://bearandbear.com/delivery-returns/
  • How do I return an item?
    This can be returned via our Free CollectPlus service in the UK. You simply need access to a printer. If you have had your order delivered outside of the UK, please get in touch with us at [email protected]arandbear.com to arrange a return. You can
  • How long will it take to get a refund?
    We try to process all refunds as quickly as possible. Please allow one week after posting your return for us to process your refund. 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.
  • Can I Exchange Size/Colour?
    If you have received your order but would like to exchange your item for a different size/colour, then please place a separate order for the one you would like. You can return your original order free of charge for a full refund. Any discounts from the original order will be honoured on the replacement order as well. If you have any questions regarding this, please get in touch with us at [email protected] or by telephone on 02037359002

 

My Account

  • How do I create an Account?
    Create an account to earn Coconut Reward Points on all your purchases by registering here: https://bearandbear.com/my-account/ Simply fill in the details and then hit Enter (if you’re using desktop) or Return/Go (if using mobile).
  • What if 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 this page Here and enter your email addresses to see which one we have on record.
  • Coconut Reward Points
    Coconuts reward points can be collected and used to gain discounts on purchases as soon as you have registered an account with us. You can read about Coconuts here https://bearandbear.com/coconuts/