01736 799640

Delivery and Payment - Refunds, Repairs & Exchanges

Delivery and Payment

For orders placed online and by telephone:

Unless we communicate with you to notify you of a delay, orders will normally be despatched within 3 working days after your payment has been made, and you can expect to receive them within 5 working days. The website offers you the choice of paying by PayPal or credit / debit card.

In some cases, such as when items are out of stock or there are conditions making postal deliveries difficult, then items may take longer to arrive – in such cases we will contact you to let you know how long the delivery is likely to take, and you can choose whether to wait for the order or to cancel it.

In cases where orders are placed with incorrect address, phone or e-mail details, The Wonderful Bear Emporium may not be able to contact you to keep you informed of your order progress, or indeed may not be able to fulfil delivery of your order. Please ensure that you enter details carefully to avoid this from happening.

Refunds, Repairs & Exchanges

For orders of products placed online and by telephone:

Our offer of goods online and your purchase of these amounts to a sales contract, and The Wonderful Bear Emporium is under a legal duty to supply goods that are in conformity with the contract. Furthermore, under the Consumer Contracts Regulations 2013 you have certain rights as a customer making a purchase without physically inspecting the products prior to sale.

You have the legal right to change your mind about your purchase for a period of 14 days following your purchase; The Wonderful Bear Emporium ® (a trading name of The Wonderful Bear Factory Ltd) go beyond this and offer you a period of 21 days from the date of order – this allows a reasonable period of time for the product to reach you and still give you at least 14 days ‘cooling off’ period. If your order took longer than 7 days to arrive then we extend the 21 day period to ensure that you have 14 days possession of the item. 

So at any point up to 21 days after placing your order (longer in cases where delivery has been delayed), you may return the product or products to us. If you decide that you no longer want to keep the product please phone us on 01736 799640 or e-mail office(at)bear-emporium.co.uk, then send the items back to us in the post to:

The Wonderful Bear Emporium
50 Fore Street
St Ives
TR26 1HE

Please include details of your name, address, and date of order. You will be responsible for the postage costs and we recommend you acquire a tracking number as The Wonderful Bear Emporium will not be responsible for lost returns.

As long as the product or products are returned to us in the same condition they arrived with you (including packaging where applicable), we will make a refund within 14 days of receipt of the goods back with us. If you prefer you may exchange the goods for alternative items, so please make it clear what you would prefer to happen. 

Cancellation of party and event bookings; booked online and by telephone or in our retail outlets:

You may have paid a deposit to secure a party booking or other event. If you wish to cancel or change the party or event booking then the following conditions apply:

  1. If you cancel 7 or more days before the party/event date, we will refund your deposit within 14 days 
  2. If you cancel within 7 days of the party/event (or less than 168 hours before it is due to start for the avoidance of any confusion), you will not be entitled to a refund of your deposit.

For orders placed online and by telephone, or purchased in our retail outlet:

If a product is faulty you are entitled to a replacement or a refund if you return it within a period of 40 days from the date of purchase, and we will refund reasonable second class postage costs to you.

If your purchase was made 41 days ago or more, we may agree to repair or replace the product if the product is not fit for purpose or did not last a reasonable length of time, you will however be responsible for the costs of return postage to us. 

Please contact us if you have any concerns about returning an item. No matter how you purchased your product our aim is to have happy customers, and we will refund or replace in most cases.

Nothing in this guidance affects your statutory rights under UK and EU law, which may change over time, and with which we will always comply.

There is guidance on your consumer rights at https://www.gov.uk/consumer-protection-rights

Legal Terms

Delivery and Payment - Refunds, Repairs & Exchanges

Terms and Conditions