Returns

All the information you need about making returns both from the UK and Internationally is contained below.

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

Please select one of the tabs below to choose UK or International returns.  You can read the FAQs below for further information. If anything is not covered please use the chat option for the fastest response.

We offer a free returns service in the UK via Collectplus.

If your item is faulty or breaks please contact us on [email protected] with details, a photo and video (if possible) as it may not be necessary to return your item in order to get an exchange or refund.

If you decide you don’t like a purchased item for any reason then you can  make a return using our 2 step returns process:

  1. Register your return on the Viewport System using the button below. You will need your order number, email and postcode to complete this.

Step 1: Register Your Return

  1. Once your return is registered then you can print your returns label by pressing the button below. For this you will just need to reconfirm your order number.

Step 2: Print Your Label

We are always working to improve the ease of our returns systems and are developing a more seamless system.  For the moment this two step process allows us to efficiently offer free returns in the UK, quickly identify your order, process your return and get you a refund.

Please click the headlines below to view more information:

30 Day Return Window

You can return any full price or sale/discounted product within 30 days of receipt and receive a full refund. Items received outside of this 30 day period will incur a £7.50 administration charge that will be deducted from any refund.

Items Must Be Returned In Perfect Condition...

All items returned must be in perfect unused condition including original packaging and labels in order to be eligible for refunds. The order number must be included in the return parcel as well otherwise it will be difficult for our returns team to identify your order.

Time Taken To Process Return And Issue Refund

Once we receive the returned item and confirm that it is in perfect, resaleable condition then we will issue you a refund. It normally takes 3-5 days for us to receive the return and 24 hours to process it.

Refunding Shipping Charges

Please note that if your original order included a shipping charge, this will not be refunded if you have chosen to return your item (unless otherwise stated). If there is a fault or defect with your item and the best resolution is a refund then in most cases we will also refund any shipping charges.

Preparing And Tracking Your Return

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.

 

On Sale Items

Please note that 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.

We do not currently have an International returns provider, but it’s something we are working on!

If your item is faulty please contact us on [email protected] with details, a photo and video (if possible) as it may not be necessary to return your item in order to get an exchange or refund.

In the event that your item is defective and does need to be returned then after our agreement we will need you to organise and pay for this via a tracked service back to our UK warehouse.  This amount will be refunded to you.

Please ensure you read all the relevant terms and conditions before making your return.

Please click the headlines below to view more information:

2 Step Return Process

If you decide you don’t like a purchased item for any reason then you can  make a return using our 2 step returns process:

  1. Register your return on the Viewport System using the button below. You will need your order number, email and postcode to complete this.

Step 1: Register Your Return

  1. Once your return is registered then you will need to send your return items back to our warehouse in the UK using a tracked or recorded service:

Warehouse address:
Bear & Bear
James & James
Liliput Road,
Brackmills,
Northampton,
NN4 7DT,
UK

30 Day Return Window

You can return any full price or sale/discounted product at your cost on a tracked service within 30 days of receipt and receive a full refund. Items received outside of this 30 day period will incur a £7.50 administration charge that will be deducted from any refund.

Items Must Be Returned In Perfect Condition...

All items returned must be in perfect unused condition including original packaging and labels in order to be eligible for refunds. The order number must be included in the return parcel as well otherwise it will be difficult for our returns team to identify your order.

Time Taken To Process Return And Issue Refund

Once we receive the returned item and confirm that it is in perfect, resaleable condition then we will issue you a refund. It normally takes 3-5 days for us to receive the return and 24 hours to process it.

Refunding Shipping Charges

Please note that if your original order included a shipping charge, this will not be refunded if you have chosen to return your item (unless otherwise stated). If there is a fault or defect with your item and the best resolution is a refund then in most cases we will also refund any shipping charges.

Please note that we will also not refund the cost of returning an item to us on a tracked service unless the item is faulty.

Do I Need To Use A Tracked Service?

Yes you do! If you return an item on a delivery service that is not tracked then there is no way to trace it.  We just have to hope that it arrives in the warehouse and can be identified (always include your order number in the returns package).

On Sale Items

You can return any full price or on saleproduct within 30 days of receipt as long as it is in perfect condition, in the original packaging and with all the correct labelling.

If an item was purchased on saleand then returned we will charge a £7.50 administration fee that will be deducted from any refund. This will not apply to faulty or defective items.

It is the International customer’s responsibility to pay for this items to be returned to our UK warehouse at their cost on a tracked service.  We will refund the full item price, but no outbound or return shipping costs.

General FAQs

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]