Refund & Returns Policy
Personalised Items
Because each teddy is made to order — often with your chosen name, message, or photo — we’re unable to accept returns or offer refunds for personalised items unless they arrive damaged or faulty.
We don’t hold stock. Every bear is created just for you — so once it’s in production, it can’t be resold or reused.
Damaged or Faulty Items
If your teddy arrives damaged, faulty, or with an error on our part, we’ll put it right. Please contact us within 7 days of receiving your order with:
- A photo of the issue
- Your order number
- A short description of the problem
We’ll either remake and resend your item, or offer a full refund — whichever you prefer.
Changes or Cancellations
You can request changes or cancel your order up until the teddy goes into production.
Because we work quickly, this may be just a few hours after your order is placed — so please contact us as soon as possible if you’ve made a mistake.
Once production begins, changes and cancellations are no longer possible.
Non-Personalised Items
If you’ve purchased a non-personalised teddy or gift item, you have 14 days to request a return. The item must be unused and in its original condition. You’ll be responsible for return shipping.
Need Help?
If you have any concerns at all, just reach out. We’re a small team and always happy to help.
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