Customer Guarantee / Returns
We are happy to offer a 14 Day money back guarantee if your product proves to be unsuitable ( excluding Sale items, Extra Large Sitting and Standing Bears & all Isabelle Limited Edition Collection Pre-Orders ), however delivery charges are non refundable and the below conditions apply.
- To complete your return we require a receipt or proof of purchase.
- No responsibility will be taken for returns not received and it is therefore important that you keep the tracking number for your return parcel. Once your return has been received and inspected we will send you an email to notify you that we have received your returned item. We will also notified you of the approval or rejection of your refund. Upon approval your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds will typically be processed within three business days.
- Sale Items : Please choose carefully as we don’t typically accept change of mind returns on sale & discontinued items.
- Pre-Orders : Please choose carefully. We are unable to accept change of mind returns or cancellations once your order has been dispatched.
- Guarantee period commences on receipt of goods at the delivery address.
- Goods must be returned unopened in original packaging and in a re-saleable condition.
- A return authorization number is required for all returns & exchanges. Please use the Contact Us link for your return authorization code before posting.
- Buyer pays return postage costs for change of mind and additional postage charges will be applied for exchanges.
- International Postage : Please note customer pays all postage costs for international returns and exchanges.
We are very particular about the products we range however should you receive goods in a damaged or defective state, please use the Contact Us link within 7 days of receipt of goods at delivery address so we can resolve the issue for you. Details including your invoice number, description of the fault and photo where possible will assist us in finding a timely solution. We will replace or refund items deemed to be faulty at no charge once the goods have been returned to us at our expense.