SHIPPING TIME FRAMES
We aim to dispatch your order within 3 working days. 99% of the time orders are shipped immediately or the next working day. Cut-off time for same day order dispatch is 12:00 GMT.
Orders placed on weekends will not be dispatched until the next working day.
Place your order before 12:00 GMT, Monday to Thursday, you’ll receive your order within 2-4 working days from dispatch.
Place your order before 12:00 GMT, Monday to Thursday, you’ll receive your order 7-14 working days from dispatch.
Place your order before 12:00 GMT, Monday to Thursday, you’ll receive your order 14-21 working days from dispatch.*
All countries outside the EU will be subject to local duty and taxes, however some do have high thresholds, others have lower. Please check your local customs office.
THE SMALL PRINT
Please note these delivery times are not guaranteed especially during promotions and around mega-busy periods such as UK Bank Holidays and Christmas / New Year.
Please allow an additional 5 days during these periods before contacting us.
If you still not have received your items after the estimated delivery times, please contact firstname.lastname@example.org
If you place a pre-order in conjunction with products that are currently in stock, they will be sent together with your pre-ordered items. If you wish to receive your in-stock items sooner please order separately.
RETURNS & EXCHANGES
14 DAY RETURN POLICY
If you are unhappy with your goods we will happily issue a replacement or refund assuming they are returned within 14 days of receipt of your order, unworn, complete with all original tags, and in original and resalable condition.
If your items arrive faulty or damaged, we will be sure to assess the condition and arrange a replacement or refund providing we are contacted regarding the issue within 14 days of receipt of your order. You can contact us regarding faulty or damaged items at email@example.com
We are not responsible for the return shipping costs of the items. Initial postage costs are non-refundable. Please ensure all returned items are well packed, so as not to be damaged in the post. We strongly encourage our customers to send returns by a tracked and insured service as Bearhug Sports will not take responsibility for items damaged or lost in the return transit.
If it does not meet these criteria this policy will not apply.
For returns, we will inspect the item(s) upon arrival and process the refund within 1-3 business days. This will be minus any postage charges. Shipping costs are non-refundable. Please allow any refunds enough time to show up in your account or on your card.
Upon receiving your item for exchange, we will inspect the items and if it complies with our standard stated above we will then process the order and despatch the new item(s) within 1-3 working days. Standard shipping time will apply on top of the processing time. If any problems occur with your exchange, such as size desired or colour being sold out or item not passing inspection, we will immediately notify you by email.
Please note: When exchanging for different sizes please check online stock before hand to avoid disappointment.
Please mark ‘Returned Items’ on both your parcel and on all paperwork enclosed to try prevent it incurring import charges and taxes. Bearhug Sports is not responsible for any return custom charges made.
SALE / LAST CHANCE TO BUY” ITEMS ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES.
Please note “Discounted” items where a code was applied at checkout are eligible for a refund or exchange within the 14-day return period.
Please send all exchanges and returns to the below address, ensuring you include a returns form to process a return/exchange.
Bearhug, Office 17, Block G, Western Industrial Estate, Caerphilly, CF83 1BE
CUSTOMS & MISSED PARCELS
CUSTOMS & DUTIES
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot determine what the cost might be, as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.
The customer must take full liability for any parcels returned to Bearhug Sports due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card or requested exchange due.
Any items not delivered due to recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to Bearhug and we will issue a refund of goods MINUS our postal charge and an admin cost for returned items. We advise customers to select an address that they can guarantee someone being there to receive the item (home or place of work) if they will need to be signed for.
For UK, Europe & International, please contact the relevant carrier and refer to your tracking code. If you do not have a tracking code, please contact firstname.lastname@example.org. Once it leaves our hands it is the carriers responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes.