Returns and Refunds Policy

We want you to be completely happy with your new bear. If something isn't quite right, we're here to help. Please read the policy below before requesting a return.

1. Eligibility for Returns

You may request a return within 28 days of delivery. To be eligible, items must be: unused and in original condition, free from damage, odours, or signs of handling, and returned with all original tags, accessories, and packaging. Please contact us before sending anything back so we can confirm eligibility and provide return instructions.

2. Non-Returnable Items

Because every memory bear is made from your own clothing, memory bears and other personalised items are non-returnable, unless the item is damaged or significantly not as described. If there is an issue with your bear, please get in touch so we can make it right.

3. Returns Shipping Costs

Return postage is the customer's responsibility unless: the item is faulty, you received the wrong item, or the bear arrived damaged. We strongly recommend using a tracked service for your peace of mind.

4. Starting a Return

To begin a return, please contact us with: your order number, the reason for return, and photos if the item is damaged or faulty. We will confirm whether your return is accepted and provide the return address.

5. Refunds

Once your returned item is received and inspected, your refund will be processed within 7 working days. Refunds are issued to the original payment method only. Your bank or payment provider may take additional time to display the refund.

6. Exchanges

Exchanges may be possible depending on the item. In most cases, we may ask you to return the original item (if eligible) for a refund and then place a new order.

7. Damaged or Faulty Items

If your bear arrives damaged, faulty, or not as described, please contact us within 3 days of delivery. Include your order number and photos of the issue. We will offer a repair, replacement (where possible), or refund.

8. Condition of Returned Items

Items must be returned in new, unused condition. Items showing any of the following may not qualify for a full refund: signs of wear, handling, or play, damage caused after delivery, exposure to smoke, perfume, or strong odours, or missing tags or packaging.

9. Sale Items

Sale or discounted items are final sale and cannot be returned unless faulty.