FREE SHIPPING ON UK ORDERS OVER £50
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 firstname.lastname@example.org 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.
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.
2. 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:
Bear & Bear
James & James
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 sale”product 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 sale”and 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.