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FAQ

The Bear Necessities

Charlie Bears

This is by far our biggest Collection & features a host of stunning fully jointed bears & other characters. Guaranteed to delight & manufactured from the most unique and luxurious plushes. It really isn’t hard to see why they are called “Bears with Personalities” Highly sought after by Collectors and often appreciating in price they are suitable for bear collectors and lovers over 3 years of age. Charlie Bears can be surfaced cleaned with care.

Isabelle Collection

A highly collectable Limited Edition Range made with great attention to detail and the finest materials available. Designed by Charlie in collaboration with world-renowned bear artist Isabelle Lee.

Lovingly made by hand each bear has their own unique characteristics.

Bearhouse Bears

Designed with the younger bear lover in mind these delightful non-jointed characters have been created using child friendly plush. Machine washable and suitable for 18 months and over they are of course equally at home in the arms of grown up collectors too !

Minimo

These gorgeous limited edition jointed bears and unique characters may be tiny little dots however they are still big on charm and personality. Made with meticulous attention to detail from tactile natural fibres such as mohair, alpaca & wool felt. Recommended for collectors over 14 years, they may be surfaced cleaned with care….and won’t take up much room at all !

Baby Boutique

Suitable for all ages, easy to love and truly one of the nicest baby toys we have come across. Fully jointed like the good old fashioned days they are perfect for your nursery & will become your little ones treasured companion in no time at all. Machine washable.

Kaycee Bears

Handmade in England by Kelsey Cunningham and selling in Hamley’s the biggest toy store in England. We are so pleased to be official stockists of this very exclusive and limited range of handmade bears and hope to be introducing more characters from this stunning collection in the near future

Alice's Bear Shop

Alice's Bear Store has re opened it's doors. Riley Austin first brought us the stories and characters of Alice's Bear store over 20 years ago. In 2018 with new design and production partners (Charlie Bears) Alice's Bear Shop is making it's welcome return.

Images

Images are an indication of design only and actual colours may vary slightly due to the lighting and your individual monitor settings. Where a supplier photo has been used your actual bear may vary slightly as many of the bears we stock are hand made or hand finished.

We feel these slight differences are to be embraced and are actually what makes the bears special and unique. Where our bears vary significantly we have taken the time to individually photograph them for you and you can use the drop down box when ordering to “ Select your Bear “

What methods of payment do you accept & is my Online transaction secure?

We offer both Credit Card and Paypal. All Credit Card transactions are processed through Shopify’s Payment Gateway which adhere to strict security standards outlined by the PCI Security Standards Council, please refer to our Privacy Policy for more information. No Credit Card information is stored on our website.

What is your Returns Policy?

We are happy to offer a 14 day money back guarantee. Please refer to our Customer Guarantee / Returns policy for details.

Returns are not accepted for international transactions.

Can I pre Order ?

We typically order our bears more than a year in advance and then have to wait patiently for them to arrive in Australia. We have no direct control over when each new release will arrive but can sometimes give a rough estimate. Please use the "Contact Us “ link so we can confirm if we will be receiving the bear you are looking for.

Our Limited Edition Bears may be offered for pre-sale. A pre-order will guarantee you will receive the bear when it arrives however unlike our " in stock" individually photographed bears we are unable offer a choice with pre-orders due to the very limited supply. The supplier image will be used for all pre-orders.

A $25 re stocking fee will be applied to any pre-order which is subsequently cancelled.

When can I expect my parcel to arrive?

Australia Wide

Orders are usually dispatched within two business days from our Melbourne based Warehouse. Parcels will typically be in transit for:1 to 3 Business Days (VIC) 3 to 5 Business Days (NSW) 4 to 6 Business Days (TAS / SA) 5 to 9 Business Days (QLD/ WA / NT) Please contact us for a weight based quote if you require Express Post Shipping.

International Post

International Postage is currently only available to New Zealand, China, Hong Kong, Japan, Canada, United States, Singapore, United Kingdom, Italy, France & Germany will be sent via Pack & Track or Express Post Courier International. Delivery usually occurs within 6 to 14 Business days and your parcel is trackable Online, anytime. Local taxes and import duties may apply & we can not be responsible for or predict what these additional cost might be.

How can I track my parcel?

You will receive an email confirming your Australia Post tracking number on the day of dispatch. By logging onto the Australia Post website and entering your tracking number you will be able to see the progress of your delivery from start to finish.

Can my order be delivered to a PO Box Address?

Yes all orders are sent via Australia Post and can be delivered to an Australian Post Office Box.

Do you accept lay-bys?

Due to the high demand and limited availability of some of our bears we are unable to offer payment plans.

Can I collect my order from your Warehouse?

Due to occupational health & safety regulations we are unable to offer local pick however all orders are dispatched within two business days and we can provide an express post quote on request.