We’re available to answer all your Bear & Bear related questions, but these are the most frequently asked questions we get. We’ve compiled this list to make it easy and fast to get answers, but please let us know if we’ve missed anything and contact us at [email protected]
We are happy to offer an extended returns window on all orders made until Tuesday 22nd December 2019. Customers will have until 31st January 2021 to return an item under the conditions of our regular returns policy. This includes items purchased from our Sale section.
We only offer exchanges for the same product if your purchase is faulty. If you’re not happy with your item then you will need to purchase another item and return the one you’ve bought.
On sale items are those which have a discount to the regular retail price, this does not include full price items that have a discount code applied.
We do offer free returns for “on sale” items. “On Sale” purchases have the normal 30 day returns window (or Extended Festive Period).
We aim to dispatch all orders as quickly as possible, however if you have noticed an error in your delivery details or wish to cancel your order, please let us know as soon as possible and we will try our best to do so in time.
This is not a service we are currently able to provide. However, we are working on it and it will be available soon.
Our loyalty scheme is open to anyone who creates an account with us. You will receive a 5% cash back into your account for every purchase. Our loyalty scheme is called “Coconut Reward Points” and you can read more about it here.
In the event that item you’ve purchased from us experiences a defect during use at any point then please contact us. We will always try and do what we can to reach a satisfactory resolution and many of our products carry an extended use warranty or even lifetime guarantees that we can action on your behalf with the manufacturer. We believe in a buy well, buy once policy, so we are here to help with any issues or faults.
If you have followed the processes as outlined in our returns policy for your region and there are no issues with the state of the item returned then you should receive your refund within 3-5 working days of receipt by our returns team. We try to process refunds as quickly as possible. If there are any issues then we will notify you as soon as possible to come to a resolution.
We use Stripe to accept Visa, Maestro and American Express cards
We are fully online and don’t have a physical store (at the moment…)
Here is a full list of the countries we currently have shipping settings for:
|Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States|
If your country is not listed then please contact us and we can look at adding it.
Due to GDPR reasons and privacy concerns, card information cannot be taken over the phone. If you have any problems in checking out online, please get in contact.
We use DPD and Royal Mail in the UK. For International orders we additionally use DHL and Fedex depending on the service level cost and speed. To see the shipping options available in the country you want to deliver to it is best to go to checkout and enter the item and country. If you don’t see any shipping setting for you country then please get in contact with us.
Yes you can! Using a personalised link that you will receive as part of your order confirmation email you will have real time oversight into your order and be able to see every stage of the process as it makes its way to you!
We offer an extensive range of shipping options based on different service levels and locations. The best way to determine the cost of shipping is to put your order into the basket and select the delivery postcode and country. If you have any questions about a country or a shipping cost then please contact us.
All orders placed before 4pm will be processed the same day. Please check that you’ve entered your postcode correctly as that’s the main reason orders get slowed down! We do not currently offer Saturday delivery, so items ordered after 4pm on Friday may not be delivered until Tuesday even on an urgent / fast shipping service. We offer fantastic real time order tracking through a personal link that you will receive in your confirmation email.
We dispatch all orders as quickly as possible so unfortunately, we cannot hold orders for dispatch on specific days.
Your username will be the email address that you used to make your first purchase or to sign-up with us. If you search for “Bear & Bear” in your email folder you should find our welcome email. Otherwise you can go to our lost password page Here:
Enter a selection of your email addresses to see which one we have on record.