Frequently Asked Questions

Some answers to our most frequently asked questions.

If you have a query that isn’t answered below and would like to contact us, you can do so via email, Live Chat or via the contact form on our Contact Us page.

Personalisation FAQ

Personalising your teddy is super easy. To see the steps involved have a look at our How To Order page.

If you’re having trouble detailing the personalisation or are not sure of all the options just Send Us A Message and we’ll get back to you asap.

We will send you a visual mockup of your order via email for you to confirm before we begin the manufacturing process.

If you’re having difficulty submitting your order and need more personalisation help – just send us a message.

You can contact us via email (orders’, or through the contact form on our Contact Page, or alternatively send us a message through the Live Chat.

We’ll get back to you ASAP to walk you through the personalisation process to ensure you receive a teddy exactly to your requirements.

Yes, ofcourse. Just let us know as soon as you realise!

Everytime we receive an order our design team will create a mock-up image of the desired personalisation. We then email this over to the customer for final confirmation on the design.

Please note that we will be unable to make any changes or amendments to orders that have been approved for production by customers themselves.

Fundraising FAQ

Our goal is to support a wide range of good causes in the UK, from established well known charities right through to local independent causes.

You can select a different Charity to donate to for every teddy that you order. Currently we are unable to split donations for individual orders.

But you can donate to two separate Charities if you were to order two teddies for example.

This may vary from charity to charity. We will contact you via email to let you know when the donation has been made on your behalf.

We’re also making this a viewable option from within your online account with us.

We operate just like any other online retailer. You can browse and order our items – the only difference is we donate 10% of every order we receive to a good cause. A good cause that you the customer chooses!

This doesn’t affect the price of your order at all.

If you’d like to register your charity – we’d love to hear from you!

Please contact us here and we’ll get back to you asap.

We are partnered with a number of charities and good causes. You can find more information on the causes we support on this page.

If you’d like to add your organisation or would like to suggest a charity please contact us.

We operate like any other Ecommerce website (online shop). We enable our customers to order beautifully personalised teddy bears and soft toys for a wide range of occasions.

For every order we receive, we donate 10% to a good cause that the customer chooses.

All donation amounts we display represent the amount the charity will receive – a 10% donation means a 10% donation!

For example, if you order a personalised medium sized teddy (£19.99), then the charity of your choice will receive £2. It’s really that simple.

We pay donations raised through shopping to your charity every month providing the ordered item has been delivered and received by the customer.

For example, orders placed and received in January will have their donations made at the end of February. Orders placed in February will receive their donations at the end of March, etc.

There are no minimum amounts required, if you raise a donation of £3, then that’s what we’ll send.

You can view the status of every donation within your account. A donation will typically move from ‘pending’ to ‘approved’ to ‘paid’ over the course of a couple weeks after the order has been received.

Order & Delivery FAQ

Due to the nature of personalised products there are production lead times, we always aim to complete production as quickly as possible and once production is complete they will be shipped using your chosen method.

During busy periods such as Mothers Day, Fathers Day, Christmas etc, production times may be longer.

If you haven’t received your order yet, please contact us by using our Contact Us form and we will look in to the delivery further for you.

Due to the wide range of products/suppliers and production times we have, it isn’t always possible to ship all products together, meaning some items may arrive before others.

If you haven’t received all your items, please Contact Us.

All goods that have been personalised, bespoke or made to your specific requirements and perishable products are non-refundable, unless damaged or faulty.

Your statutory rights are not affected.

We always endeavour to ensure your order is recieved safely. However, on rare occasions a product my be damaged during shipping.

If you have received a damaged product, please Contact Us.

Due to the nature of personalised products, we are only able to cancel and refund orders before they have been produced/personalised.

If you want to cancel your order, please Contact Us ASAP.

Delivery FAQ

Due to the personalised nature of our products we aim to dispatch all orders within 5-7 Working Days.

All orders are dispatched via Royal Mail Tracked 48 delivery service, and we will update you with a tracking code once your order has been personalised and dispatched.

Delivery is FREE for all orders in the UK.

Unfortunately, our lead times for orders are currently 5-7 working days and we are unable to offer an expedited service.

We do our best to dispatch orders as soon as possible but as we’re a small team and want to ensure all products are personalised to the highest standard.

No. We currently only delivery to UK mainland.