Shipping, refund and returns policy; including gift items, cancellations and exchanges of items ordered from Wiggles Bear.
Standard Royal Mail Second Class is used for all items classed as large letters (value £1.15-£2.70 P&P depending on size), this is not a signed for/tracked service. Items should be with you within 2-3 working days of me sending them, however once posted delivery is out of my control and delays are experienced at times. I always have proof of postage should there be any problems. Royal Mail does not consider an item lost until 10 working days after postage, after this time a refund or a replacement can be processed.
Evri is used for small parcels (value from £2.62 P&P, depending on weight) and this is fully tracked through their system. UK deliveries should arrive in 3-5 working days, however once sent delivery is out of my control and delays are experienced at times. If not delivered after 7 working days Evri will investigate, after this time a refund or a replacement can be processed.
Postage is included in the price of the item.
Ready to go items – sent out as soon as possible, frequently next working day, but please allow up to 3 working days.
Made to order items – This includes bespoke and custom orders as well as non-stock items. The dispatch time varies due to the making process and there is an estimated dispatch time in each item description. I will contact you if there are any delays as soon as I can and keep you updated with your order.
Delivery – I am happy to send direct to another address for you with a personalised note. Please add details to the notes section of your order.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your returns or exchanged product to reach me/you may vary.
If not using a tracked service for your return, proof of postage is needed in case the item is lost in post and a claim needs to be made. I don’t guarantee that I will receive your returned item. In this case you would need to claim against the service you used as a lost item.
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Certain types of goods are exempt from being returned; this includes all bespoke commissions and personalised items, gift vouchers and downloadable products.
There are certain situations where only partial refunds are granted:
Damaged or Lost Items: On the rare occasion that items are lost in the post or arrive damaged please let me know as soon as possible. Lost items can be refunded once we reach the current Royal Mail/Evri lost items time limits. The time set by the company when they consider the item lost – see postage policy. I will contact them as soon as you let me know that the item has arrived but is damaged. For damaged items I need photos of the damage and packaging within 48 hours of delivery to process your return/refund. Alternatively we replace items if they are lost, defective or damaged, photographic proof of damage needed. If you would like to arrange a replacement instead of a refund please let me know when you contact me.
Non-personalised/bespoke items: If you order a non-personalised/bespoke item and you are not happy with it once it arrives then you are welcome to return the item. This is at your own cost within 14 days of delivery. Please contact me to let me know you wish to return the item and why. I will refund the cost of the item once I receive it back. The item needs to be returned in original packaging or similar to ensure safe return. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Proof of postage will be necessary.
Personalised and bespoke Items: Personalised and bespoke items are not eligible for return/refund. The only exception is if they are damaged or defective, then please follow the steps for damaged items.
Sale items: These will be refunded at price they were bought for. Not the price listed on the site at time of return.
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. Once your return is approved, then your refund will be processed. A credit will automatically be applied to your credit card or original method of payment.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wigglesbear@icloud.com.
Ready to go items: These need to be cancelled prior to me sending them out. I aim to send next day when possible. If I have already dispatched, you can return item at your own cost for refund within 14 days of delivery. Please see refund policy.
This includes personalised, bespoke and custom items. These need to be cancelled within 24 hours of order for full refund. After this time a partial refund can be offered due to the cost of ordering/cutting specifically for such orders.
See refund policy for full details of what items can be returned, how and when to return
Exchange policy: Damaged or defective items can be exchanged instead of refunded for the same/similar item. Please message/email me within 48 hours of receiving the item to arrange. Photos of damage/fault are needed to proceed.
If you wish to return a gift that was shipped directly to you this is possible. It is covered in the same way as other items listed in the returns and refund policy. Once I received the item, a gift certificate for the value if your returned item will be emailed to you.
Contact me at wigglesbear@icloud.com for questions related to refunds and returns.
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