Delivery & Returns

Personalised to order, handled with care

Every teddy is personalised individually using the details you provide. Because of this, delivery and returns work slightly differently to non-personalised products.

Delivery

How long delivery takes

All teddies are personalised to order.

Orders typically arrive within 5–7 days from the date the order is placed. This timeframe includes:

  • personalisation and preparation
  • manual quality checks
  • dispatch and delivery

Delivery times are estimates, not guarantees, and may vary slightly during busy periods or due to circumstances outside our control.

Delivery locations

We currently deliver to:

  • United Kingdom
  • Northern Ireland

International delivery is not available at this time.

Shipping method

All orders are sent using Royal Mail Tracked services.

Depending on the order and dispatch timing, we use:

  • Royal Mail Tracked 24, or
  • Royal Mail Tracked 48

Tracking and delivery confirmation are included. Once your order has been dispatched, delivery times are managed by Royal Mail.

You’ll receive a dispatch confirmation email when your order leaves us.

Delivery responsibility

Please check your delivery address carefully at checkout.

We cannot be held responsible for:

  • delays caused by incorrect or incomplete address details
  • orders delivered to the address provided during checkout

Risk passes to you once the order has been delivered to the specified address.

Returns and refunds

Change of mind

All of our teddies are personalised, which means we’re unable to accept returns or offer refunds if you change your mind after ordering.

This includes changes of mind about:

  • wording or images
  • layout or placement
  • personal preference

This does not affect your statutory rights if an item is faulty or not as described.

Faulty or damaged items

If your teddy arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible after delivery.

When getting in touch, we’ll ask for:

  • your order number
  • a clear photo showing the issue

This helps us understand what’s gone wrong and resolve things quickly.

Refunds or replacements

If a fault or damage is confirmed, you can choose between:

  • a full refund, or
  • a replacement teddy, personalised again using the same details

We’ll always aim to resolve issues fairly and with care.

Returning a faulty item

If a faulty or damaged teddy needs to be returned:

  • we’ll provide a returns label free of charge
  • you won’t be asked to cover return postage

we’ll explain the next steps clearly once you contact us

Please don’t return any items without contacting us first.

Cancelling or changing an order

If you need to cancel or amend an order, please contact us as soon as possible.

If personalisation has not yet started, we’ll do our best to help. Once a teddy has been printed and personalised, the order can no longer be cancelled or amended.

Need help or have a question?

If you’re unsure about anything before placing an order, or if you have a question about delivery or returns, you’re welcome to get in touch via the contact page or by email.

We’re always happy to help.