FAQ
Are your bears safe for children?
Our Teddy Bears are 100% safe. Please remove any accessories before giving to a child 3 years or younger. (Mohair Bears are not recommended for children 3 years or younger.)
Can I order a custom/bespoke bear?
Many of our bears can be customized by adding embroidery or a unique personal touch. Please refer to our bespoke page for more information.
When will I be charged?
If you paid by debit card or PayPal, payment will usually be taken immediately. If you cancel your order before it is processed, we will refund you through your original payment method. If you paid by credit card, payment will usually be taken once your order is approved and ready for shipping. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period. If you cancel your order before it is processed, we will simply cancel the transaction and there will be no need to process a refund.
Will there be additional duties or taxes payable on my purchase?
For some customers, import duty is not included in the prices you see online. You may have to pay import duties upon receipt of your order or at a later date depending on your customs authority in your country.
How do I track the delivery of my order?
You will receive an email updates on the delivery status of your order which will include a tracking number for you to follow the progress of your shipment.
How do I clean my bear?
We recommend you clean your bear by spot cleaning with soapy water with a flannel or small towel
How will I know when my order has been received?
After your purchase has been made you will receive a confirmation e-mail. This does not mean that your order has been accepted. Your order will be accepted and dispatched once your credit card and address details have been verified.
How much will I be charged shipping?
Shipping costs are calculated based on country of shipment. Shipment to the UK is free. Our shipping partner CSM handles shipments.
Can I cancel my order?
Grin & Bear is happy to accept cancellations, for any reason, up to the moment your order has been processed by us. After that, you cannot cancel your order, but you may return it. Please note bespoke orders cannot be cancelled once we have started creating your bear.
How long will it be before I receive my order?
Once your payment details have been verified and approved, we will ship your order with the service you have selected. Please refer to our shipping section for more information.
Can I exchange my item?
If you would like to exchange your bear, you will need to return the original bear and then place a new order. You will receive a refund for the original item, excluding the original cost of shipping, according to our returns policy. Please be aware bespoke orders cannot be exchanged.
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