Delivery
Every bear is made in Nottinghamshire and posted anywhere in the UK by Royal Mail tracked delivery. Your bear travels gift-wrapped, with a care card tucked alongside — and if you have asked for your remaining fabric to be returned, it comes home in the same parcel.
Making time
Each bear is handmade to order, so making time and delivery time are two different things. Your expected making timescale is confirmed at checkout, before you pay, and the work begins once your clothing has arrived and the design is agreed. Before anything is posted, you will receive a photo of your finished bear for approval — your bear only travels once you are happy.
Returns and your rights
Every memory bear is made to order from your own clothing and personalised to you, which makes it a bespoke item in the eyes of UK law. Under the Consumer Contracts Regulations 2013, personalised and made-to-order goods are exempt from the usual 14-day change-of-mind cancellation right that applies to off-the-shelf online purchases. In plain terms: once your bear has been made, it cannot be returned simply because you have changed your mind.
Your rights when something is genuinely wrong are a different matter, and they are untouched. Under the Consumer Rights Act 2015, everything you buy must be as described, of satisfactory quality and made with reasonable care and skill. If your bear arrives faulty, damaged or not as agreed, Debbie will always put it right — with a repair, a replacement where the fabric allows, or an appropriate refund. Nothing on this page reduces your statutory rights.
The approval photo exists for exactly this reason: nothing is dispatched until you have seen your bear and said you are happy, so surprises on arrival are rare indeed.
If something isn’t right
Please get in touch as soon as you can, with your order number and, if possible, a photo of the problem. If the parcel itself arrived damaged, keep the packaging — it helps with any claim against the postal service. Debbie will reply personally and agree the best way to put things right, gently and without fuss.