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Elpa's 'elpful tips

The bear cubs have put together some questions that they 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.



What does 'Pending' mean when I place an order? When you placed an order with Charlie Bears Direct is will automatically be marked as 'pending' and you will receive a confirmation e-mail telling you this. This simply means that your order is yet to be acknowledged by the bear cubs and once they see your order in the morning they will then mark it as 'processing' or if there are any problems then they will give you a call.



Do you ship abroad?  Yes we will ship all around the world – Postage for Europe is £15.00 and the rest of the world £20.00


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


How long will my order take to arrive? We aim to despatch all orders that are in stock within 24 working hours using a next day service with our 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 use my hug notes on-line? Yes, you can use one hug note per Charlie Bear Direct order. To use more than one hug note, please contact the bear cubs on 01566 777092



Can I pay for my club bears on this site? If you have supplied us with an email - we will send you an 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 visit the club membership part of this site to signup or renew



Need to remove an item from your shopping cart? You can remove an item by simply clicking the cross next to the item in your 'picnic basket'. If you simply cannot remove the item then please call the bear cubs for assistance on 01566 777092



What do I get with my order? Your order will contain your chosen bear who will be lovingly wrap in tissue paper, a returns form, compliment slip and name suggestion card – Poem’s are exclusive to QVC. 


Can I return the bear?  Yes, please refer to our returns policy under our Terms and Conditions and there will also be a slip in with your bear explaining our returns policy


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 The Bearhouse on 01566 777092.  If no one is available to take your call then 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 called Interlink Express, outside of the UK bears will be despatched using the normal postal service or through a courier (Interlink Express or Fedex)



Are these brand new bears? Yes, there bears are part of Charlie's Secret Collection and so they are only available from The Bearhouse or QVCUK!


Do you take pre-orders? No unfortunately not, we do not know what bears will be listed on this website in advance, so we are unable to take pre-orders


 Do you offer a layaway service? No, unfortunately we are unable to offer a layaway service through Charlie Bears Direct




I hope that these FAQ's will 'elp! 


Lots of hugs,


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