Shipping & Returns

SHIPPING

DISPATCH 

We aim to dispatch your order within 3 working days. 

 

All orders are dispatched with Total Mail Postal Service. Shipping times after dispatch are in accordance with what Royal Mail quote for your selected method. See more at Royalmail.com

Note that all countries outside the EU will be subject to local duty and taxes, thresholds do differ from country to country. Please check your local customs office. 

Please note these delivery times are not guaranteed especially during promotions periods such as UK Bank Holidays, Black Friday and Christmas / New Year etc. See product pages for any differing details for promotional products. 

If you have still not have received your items after the estimated delivery times, please contact enquiries@getabearhug.com 

  

RETURNS & EXCHANGES

 

RETURNS/EXCHANGES PORTAL

CLICK HERE TO LOG YOUR RETURN/EXCHANGE

 

21 DAY RETURN POLICY

If you are unhappy with your goods we will happily issue a replacement or refund assuming they are returned within 21 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 21 days of receipt of your order.

You can contact us regarding faulty or damaged items at enquiries@getbearhug.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 transit. We strongly encourage our customers to send returns by a tracked and insured service as Bearhug 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.


 

RETURNS

For returns, we will inspect the item(s) upon arrival and process the refund within 3 working days. This will be minus any postage charges, shipping costs are non-refundable. Please allow sufficient time for any refunds to credit your account or card.

Please follow the instructions at our returns/exchange portal here.

 

EXCHANGES

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 follow the instructions at our returns/exchange portal here.

 

INTERNATIONAL RETURNS & EXCHANGES

Please mark ‘Returned Items’ on both your parcel and on all paperwork enclosed to try prevent it incurring import charges and taxes. Bearhug is not responsible for any return custom charges made.

 

SALE ITEMS

Sale items are not eligible for return or exchange.

Please note “discounted” items where a code was applied at checkout are eligible for a refund or exchange within the 21-day return period. The refund or exchange can only be for the amount paid for the product. 

 

RETURN ADDRESS

Please follow the instructions at our returns/exchange portal here.

 

Bearhug, 
Office 17, Block G, 
Western Industrial Estate, 
Caerphilly, 
CF83 1BE
United Kingdom

 

RETURNS/EXCHANGES PORTAL

CLICK HERE TO LOG YOUR RETURN/EXCHANGE

 

 

 

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 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.

 

MISSED & UNDELIVERED ITEMS

Any items not delivered due to recipient bot being present at the delivery address will be dealt with in accordance to Royal Mail procedure for the shipping method you selected.

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 enquiries@getabearhug.com. Once the shipment is dispatched from Bearhug it is the carriers responsibility to deliver your package to you. We have very little power if any to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim process.