We have put together some questions that we think you may want the answers to, if you think we are missing a question, please use the contact us form to let us know.
Do you ship abroad – Yes we will ship all around the world.
Do you charge postage – Yes, depending on the size of the bear, there is a charge of £4.95 (within the UK), a £15.00 flat fee for Europe and £20.00 flat fee for the rest of the world. However for AUS, NZ and RSA you will need to contact the bear cubs for a shipping quote as additional charges may apply for these regions.
How long will my order take to arrive – We aim to dispatch all orders that are in stock within 24 working hours using a next day service with a courier. Please however allow up to 5 working days for delivery – if you live overseas this may take a little longer. If any item cannot be delivered within this time we will inform you of the reason for delay, along with a proposed delivery date.
Can I pay for my club bears on this site – If you have supplied us with an email - we will send you a email with a link to pay for your ordered club bears when they are ready to be dispatched - after the club year is up, any bears left over from that year will appear on this site for purchase.
Can I pay for Best Friends Club membership on this site – Yes! Please click HERE!
What do I get with my order – Your order will contain your chosen bear and a bag – Poem’s are exclusive to QVC. Please note that Baby Boutique bears do not come with the Charlie Bears bag but their own box instead.
Can I return the bear – Yes, please refer to our returns policy under our Terms and Conditions.
How do I know if a bear I want is available – This website is a moment in time website – if it appears it is available – if it doesn’t then it isn’t – keep checking back for up to date stocks!
Can you order by phone – Yes you can – please call customer services on 01566 777092 – if no one is available to take your call – please leave a message and one of the team will get back to you as soon as they are free.
How will my order be delivered – Within the UK we use a next day courier, outside of the UK bears will be despatched using the normal postal service or through a courier.
Do you take pre-orders? – Not at the moment, however please subscribe below for regular updates on our bears and services.
Do you offer a layaway service – No unfortunately we are unable to offer a layaway service through Charlie Bears Direct.
Order Status Explanations;
‘Pending’ - This means that the order has been placed by the customer and is yet to be acknowledged by the bear cubs and is still awaiting to be ‘processed’.
‘Processing’ - This means that the order has been received by the bear cubs and they are sending the order through to the warehouse.
‘Shipped’ - This means that this order has been shipped and is either with our courier or Royal Mail.