FAQ's

What is our Returns policy?

 

You can return your items within 14 days of receipt of your item.

  • They must be in original condition
  • For clothing, unwashed and unworn
  • In the original packaging

You can find our full policy on our 'Refunds Policy' page and the returns portal under 'Returns' in the footer menu.

Are there any charges for return?

  • Original shipping charges are non-refundable
  • Returns are free for an EXCHANGE
  • Returns for any other reason are charged at £4.40.  Creating a returns label is free, we simply deduct £4.40 for your refund.

 How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment.

Can I cancel my order?

Unfortunately we are unable to add to or amend orders once they have been processed.

Faulty Items?

Oh no! We’re really sorry you have received a faulty item.  Please get in touch with our returns team with the details and photos so we can get this sorted for you, email hello@bearhuggoods.com

Received the wrong item?

Sometimes you might get an item that you didn’t order.  It doesn’t happen often but if it does please get in touch with us at hello@bearhuggoods.com  We will obviously cover the return costs and send out a replacement free of charge!

When will you dispatch my order?

We will aim to dispatch your order within 7 working days.  This lead time will increase during promotional sales and new product launches.  You will always receive a dispatch email when your order has left our HQ.  Orders are sent via Royal Mail First Class or you can upgrade to Special Delivery. .

Can you combine my postage?

We cannot combine postage on multiple orders.

How long will my order take?

We dispatch all orders via Royal Mail First Class or Special Delivery if you upgraded.  We can only go by the Royal Mail guidelines on deliveries and due to the global pandemic orders can longer to arrive.  Once the parcels have left us, we are at the mercy of Royal Mail and can not be held responsible for delays beyond our control.

I haven’t received my order?

If you have not received your order, we would ask to you wait 10 days before getting in contact with us.  If you item has not been received after 14 days, we will open a claim with Royal Mail and look to send you a replacement.  Royal Mail are working incredibly hard to deliver parcels, but the reality is, there are delays.

International Orders

Bear Hug Goods is based in the UK.   If you live in a county where duty is payable on goods purchased from the UK, then please note this is not included within the cost of the item.  You are responsible for the duty and customs that may become payable.

We are not responsible for custom delays.

Out of stock?

Please sign up to our back in stock notifications on our product page to keep up to date with when we release stock.

Size Guides

If you are unsure about size please check the size guides in the product description.  The customer reviews on our website may also give you a better indication of which size to go for.