FAQs

Payment:

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.

Save for Dave items are also excluded because 20% of all orders is being donated to WWF.

If you’re still having trouble, please email info@thebearhug.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 info@thebearhug.com 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.


Orders:

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 info@thebearhug.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 info@thebearhug.com. 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 info@thebearhug.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 info@thebearhug.com 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 info@thebearhug.com and we’ll be happy to get this for you.

How do I make a return?

Please download our returns form first: RETURNS FORM

Don’t have a printer? We appreciate a handwritten note, it’s fine!

For UK customers: We offer FREE returns using Royal Mail’s tracked return service which is available here: http://www.royalmail.com/track-my-return/create/3262

(Again, no printer, no problem! There’s an option to get a QR code and Royal Mail will print it for you)

For International/ EU Customers: Please return your items to: The Bearhug Co. LTD, Stokesley Business Park, 22 Ellerbeck Way, Stokesley, Middlesbrough TS9 5JZ.


Can I exchange?

We are only able to offer exchanges to our UK customers. Please return your item(s) within 60 days of receiving your order. Please just include a completed returns and exchanges form: EXCHANGE FORM. Then use the Royal Mail Free Returns service:http://www.royalmail.com/track-my-return/create/3262. We’ll then get in touch via email once we receive the return to organise the exchange postage fees (this is £2.95 for UK addresses). This fee can be paid via Paypal or bank transfer.

If you have any questions about an exchange, just email us at info@thebearhug.com and we’ll do what we can to help!