What Payment Types do you accept?
You can make payments via Amex, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay and Visa.
Why isn’t my discount code working?
Our discount codes exclude Mystery boxes as it’s already almost too sweet of a deal.
If you’re still having trouble, please email email@example.com!
Products & Sizing:
What size do I need?
We’ve done our best to add a detailed size guide specific to each item, this can be found on the product page. This includes the garment measurement in relation to size and the body measurement in relation to size.
What is Pre-order?
As our products are embroidered and printed on demand, occasionally some of our products will be available to purchase on a pre-order basis. The estimated release date is available on the product page at the time of purchase. Once it gets to this date, we’ll have finished printing or embroidering the pre-order items and can start dispatching!
Will you be restocking this item?
Since we make our stuff on an on demand basis to reduce any waste and create a more sustainable business model that works for us, if an item hasn’t been as popular as we hoped it would be, we likely won’t be restocking. You can sign up on the product page to be emailed once an item is back in stock or you can email us at firstname.lastname@example.org and we can give you more information.
How do I care for my items?
We recommend washing your tees and hoodies at 30 degrees, then tumble dry on a low heat or use a washing line, whichever works! Please don’t iron directly onto the artwork, if you really want to iron, do so inside out.
Can I purchase an item as a gift?
Aren’t you lovely, of course you can! We have a gift receipt option available at checkout which will remove the pricing from the invoice and you can then send the gift directly to their address.
Where is my order?
We’re a small team but we try our best to dispatch your orders as soon as possible. This is usually within 2 - 10 working days of the order being placed. Although we send UK orders on Tracked48, please allow up to 7 working days for UK orders to arrive and 14 working days if you are an international customer, as shipping times can vary depending on the courier. Any problems or concerns, please contact us at email@example.com.
What do I do if there’s any issue with my order?
Take a deep breath, we’re really sorry! Should you be so unfortunate as to receive an incorrect item, damaged item or item missing from your order please contact us at firstname.lastname@example.org. If you can send us a photo of the incorrect/damaged item (we know you can’t send a picture if it’s missing) this will help us get any issues resolved quicker.
Can I cancel my order?
We’ll be sad, but yes you can. As long as your order has not already been dispatched, just email us at email@example.com. It is required that you contact us before 11am, otherwise we can’t guarantee we’ll see the email before we do our daily dispatch. Being a small team, we do not have someone available to monitor emails constantly.
How do I make a complaint?
In the unhappy event that you might have an issue and need to air your grievances please contact us at firstname.lastname@example.org and we'll do our very best to turn that frown upside down.
Shipping & Returns:
Why is my order taking so long?
Since COVID and Brexit, we’re seeing orders can take longer than previous years. If your order doesn’t not arrive, please let us know so we can submit a missing parcel form with the carrier. We’ll do this as soon as possible, but it is required that we wait 15 working days from dispatch for UK customers and 20 working days for International/ EU customers before we can replace or refund your order.
Is my order tracked?
Yes! You should receive an email complete with your tracking number once your order has been dispatched. If you don’t just email us at email@example.com and we’ll be happy to get this for you.
How do I make a return?
We offer free returns on UK orders.
To make a return you must submit a return request. Details on how to do this can be found on our Refund Policy https://thebearhug.com/policies/refund-policy
You will be notified if your returns request has been approved or denied. You will then receive an email with a link to generate a free returns postage label. Click the link and fill out all the details. Your order number starts HUG____. The product code is the sequence of number and letters beneath the SKU heading on your invoice. If you’ve lost your invoice and are unsure of the code, type in the item you wish to return (Fleece, Cap, T-shirt etc.)
Once you’ve filled out your details and clicked ‘create your label’ you will be taken to a page where you can select how you’d like to get the parcel back to us. You will also receive an email from Royal Mail titled 'Your Royal Mail Tracked Returns label for The Bearhug Company Ltd’ with your returns label attached and a QR code (check your spam folder if you can't find it in your inbox)
You can return the parcel 1 of 2 ways:
The parcel can be collected from your home, please note that Royal Mail may charge a small fee for this service. This option is handy if you're unable to print your returns label as the Postie can bring you a label when they come to collect the parcel. You can also leave your parcel in your designated safeplace and it can be picked up from there, should you be out of the house.
The 2nd way is you can drop your parcel off at your local Post Office. The QR code that was on the Tracked Returns email can be shown at a Royal Mail Customer Service Point or Post Office, where they will scan the code and print the label for you. Or you can simply print the returns label yourself if you are able.
We recommend that you get a proof of postage receipt just in case anything goes wrong!
If you still have your paper invoice and don’t want to keep it for your records, then please include it in your parcel. This makes it easier for us to find your order.
If you a returning item(s) for a refund and you received a free gift with your order, the free gift will also have to be returned for the refund to be processed.
Please note: To be eligible for a return, your item/s must be in the same condition that you received it/them in, unworn and unwashed. We reserve the right to refuse a refund/exchange if the item/s show any signs of wear, alterations, misuse or damage.
If you need any help, send us an email at firstname.lastname@example.org
Customers from international locations are responsible for all shipping costs and customs charges when receiving and sending parcels to The Bearhug.
To begin your return, please email email@example.com and we will let you know if your item(s) are eligible for return and details on how to get the return back to us.
Can I exchange?
We are able to offer exchanges to UK and international customers. Please note; if you are an international customer, you will be responsible for all shipping costs and customs charges.
We ask that you return your item(s) for exchange within 30 days of receiving your order and that the item(s) you wish to exchange are in the same condition that you received them in, unworn and unwashed. We reserve the right to refuse an exchange if the item(s) show any signs of wear, alterations, misuse, or damage.
To exchange an item, you must submit a return request and include a completed returns and exchanges form in your parcel. If you don’t have access to a printer, don’t panic! A handwritten note is fine but, you must include all the information that is on the returns and exchanges form. Our returns and exchanges form can be found here: https://thebearhug.com/pages/returns-form
Once your parcel has been received at Bearhug HQ we’ll get in touch via email to organise the exchange postage fees invoice. This is £3.45 for UK addresses. For international customers the cost can vary depending on the destination country, weight and value of item(s) purchased, we will email to let you know the price. Postage fees can be paid through PayPal or Bank Transfer. The details for these will be on the bottom of the postage fees invoice.
If you choose not to pay the postage fees, we will refund your order/item for exchange after 14 days.
Sometimes, we will be unable to exchange your item(s). This is usually due to stock levels so, to avoid disappointment you should submit your return request and exchange ASAP!
If you have any questions regarding exchanges, get in touch at firstname.lastname@example.org and we’ll do our very best to help!