Payment
All payments to The Bear Wood are process through Paypal.
Don’t forget that PayPal accepts credit card payments even if you don’t have an account with them.
Please make sure that your Paypal address is complete and up to date before completing your order. The address shown on the Paypal invoice will be the address the order is shipped to, in order to comply with Paypal Protection. Changes of address cannot be made after a purchase is complete.
The processing of an order starts after a payment confirmation has been received. Processing time can vary depending on the items purchased, but generally this is 1-3 days.
If you need something ASAP or for a particular occasion or date contact us first via the contact page before placing an order.
Shipping
All shipping from The Bear Wood is currently done via Royal Mail/Parcelforce postal services.
Within the UK all products are shipped with the 2nd class tracked and signed for delivery service.
For orders outside of the UK shipping will always be at least tracked or signed for depending on the country the order is shipping too.
Damaged Goods
A lot of time an effort is spent carefully packaging all the items which leave The Bear Wood, however please inform us immediately at [email protected] if the package arrives damaged.
If a package does arrive damaged, please take photographs of the parcel BEFORE you unwrap it, as well as the items inside, showing clearly, in both cases any damage there may be.
Photographs should be sent via email to [email protected]
Both of these steps will need to be completed within 48 hours or sooner if possible.
This is a crucial step to filing a claim with the post office or delivery service.
Charges
The postage and packing charges are calculated automatically based on the items which are ordered.
If at the time of posting the charges are actually lower than those charged to you the customer, then a refund will be provided via Paypal for any difference in cost above £2.00 GBP.
A nominal fee for packaging materials is included in the p&p charge, however no profit is made from these charges.
Customs/Fees/Taxes
Orders can be shipped world-wide where ever possible but the recipient is responsible for all potential local duties, taxes, custom or carrier fees.
These costs can vary from country to country, so please check with your local customs agencies and post offices before you complete an order.
There are websites available to help you calculate how much you might have to pay. If you require the weight or package size to be able to do this more accurately please contact us and we will be happy to help.
Expected Delivery Times
*Delivery times within the UK:
1-3 working days (expect the item within a full week of ordering)
*Delivery times within the EU:
5 working days (expect the item within 10 days of ordering)
*Delivery times to USA, AUS, ASIA and the rest of the world:
5-10 working days (expect the item within one calendar month of ordering, especially if it has been held up in customs)
*If you do not have your item after the estimated times have elapsed and you’re worried feel free to track your parcel with the provided code in your dispatch notice, (where tracking service is available).
*Please note, the shipping times are ESTIMATED only, and Royal Mail will not consider packages ‘missing’ until 30 WORKING days.
*Please be patient.
Undelivered Parcels
If the parcel is returned to us undelivered, you will be contacted via email to let you know it’s turned up, and if you wish for it to be sent back the postage will be at the customer’s expense.
If you request for a returned item to be sent again, a small handling fee will be charged to you via paypal to cover the time in processing your order again.
If you decide to cancel the order within a week of the parcel being returned, then a refund will be issued, minus the any Paypal and shipping fees.
If we have not heard back from you in a week the item will be re-listed, and no refund will be given. This will cover the time, the cost of materials and any Paypal and shipping fees incurred.
To help try and avoid undelivered parcels please consider the following:
Rechecking your address before purchasing.
Reserving an item to be mailed out when you know you will be available to sign for it (i.e. for when you are away or moving)
Arranging a friend or family member to sign on your behalf.
Cancelling an Order
If you wish to cancel an order please contact me first with a reason.
If you wish to cancel an order for any reason before I have started the shipping process you may be liable for any Paypal Fees.
Whether or not I choose to accept a cancellation at this point is entirely at my discretion.
If you wish to cancel an order and I have already begun the shipping process/ posted the item, then it will be treated under my normal returns policy and you may still be liable for Paypal and return postage fees.
Please refer to my returns policy for more information.
I understand that you may change your mind when making a purchase, but communication before checkout is advised to clear up any questions or doubts you may have, so as to minimise buyers remorse.
I am always happy to reserve an item for you for up to three days if you are still unsure as to whether it is what you want.