Payment, Returns & Shipping Information

Payments.
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All payments will be processed via Wix or PayPal payments,  you don't need to have a Wix or PayPal account in order to process your payment with us. Both Apple Pay and Google Pay are available through Wix Payments.
All payments are made in GBP, and will be converted by Wix or PayPal Payments into your currency once payment is complete. 
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Returns & Refunds
Because memory bears are bespoke items made using clothing you provide, they are exempt from the standard 14-day cooling-off period under UK consumer regulations.
Please read the following carefully before placing your order.
Cancellations

• If you wish to cancel your order before sending your clothing, please contact me with your order number and a full refund can be arranged.

• If I have received your clothing but work has not yet started, a refund can be processed minus a 25% handling fee.
  This covers administration and preparation time.

• Once work has started on your memory bear, the order cannot be cancelled or refunded.
   

Returns
Due to the personalised and handmade nature of memory bears, returns are not accepted unless there is a fault caused by workmanship.
I take great care to ensure every bear is made to a high standard. If your finished item arrives in an unsatisfactory condition due to a genuine workmanship issue, please contact me within 14 days of receiving your order so I can review the concern and work with you to resolve it.
Returns are not accepted for:

• change of mind

• personal preference

• variations in fabric placement

• signs of wear present in the original clothing

• handmade characteristics
   

Return of clothing
If your order is cancelled before work begins and you would like your clothing returned, return postage must be paid before items are dispatched back to you.
I strongly recommend sending clothing using a tracked and insured postal service, as I cannot be responsible for loss or damage caused by postal providers.

Postage and Delivery.

All clothing should be sent to me using a tracked and insured postal service. This helps ensure your items arrive safely and can be tracked during transit.
Once your memory bear is complete, it will be returned to you via Royal Mail Tracked 24 or Tracked 48, depending on the option selected at checkout. You’ll receive tracking details once your order has been dispatched. Parcels can be tracked using your tracking number on the Royal Mail Website

​​Once your keepsake is complete it will be collected the next working day by Royal Mail . All orders are shipped via Royal Mail, options of tracked 24 or 48 are available at checkout.
If there is to be a delay in shipping for periods such as holidays etc there will be a banner on the website and notification at checkout to make you aware.
Please allow up to 10 working days for your parcel to arrive. These are the conditions set by Royal Mail before any claim for a missing parcel can be opened for investigation. By placing an order you are agreeing to this. If you parcel hasn't arrived after 10 working days please get in touch with me, and I will raise a claim and investigate with Royal Mail. Further details can be found on the Royal Mail website​
Please note we currently only ship to the UK.
​Upto 2 bears 
48hr tracked  £6.95
24hr tracked £7.95

Upto 8 Bears
48hr tracked  £9.95
24hr tracked £10.95

Over 10 bears
24hr tracked  £15.95
48hr tracked £17..95

​ If you are over charged for postage once the parcel has been packed and weighed any difference will be refunded.
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If you need to add to your order once it has been placed and paid for, please get in touch I can update the order and send an invoice for any payment that needs to be made.​ 

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If you wish to drop off your clothing and collect your finished keepsake a drop off/collection slot can be booked by visiting the booking page.