Terms and Conditions

At Bears and Bows we offer handmade and personalised gifts. We are a small business based in South Gloucestershire.
We hold ownership over all intellectual property (such as photographs, graphics etc.) and all original material contained on this website and our social media profiles. They are not to be replicated or used for any other context.

How to Order

You can order any of our products using the Shop section of our website. Here, you can select the item you wish to purchase and complete the personalisation options to let us know how you would like your product to be finished. Once you have finished shopping, you can use the Checkout to pay for your goods, we accept all major credit/debit cards and Paypal. Your postage costs will be added to your total amount before payment is required, this is based on the size of your order and will adjusted automatically. You will receive a confirmation email from us once your order has been accepted. We will then contact you again to let you know when your order is dispatched or if there are any issues that need clarifying.
It is your responsibility to ensure that all details are correct at time of ordering. If your contact details change for any reason, this must be communicated with us otherwise your order will not be updated.

Memory Keepsakes

To order a Memory Keepsake, please select the item you would like, add on any details you would like embroidered and follow the checkout process as standard. Once your order has been completed, we will contact you to finalise the details and give you an estimated turnaround time. We will also send you our address and where to ship the items that you would like to use. When ordering a Memory Keepsake we recommend the items are sent to us through recorded delivery as we cannot be held responsible for damage or loss during transit. Once we have received your items we will create your Keepsake and send them back to you.

By ordering a Memory Keepsake you are agreeing to the items being cut up and used as needed. If you would like the excess material to be sent back with your items, this must be stated at the time of ordering otherwise it cannot be guaranteed. It is not possible to CE test the Memory Keepsakes due to the nature of the fabric they are constructed out of, therefore they are not intended for play and are created to be Keepsakes only.

Prices and Payment

All items are priced according to the cost of materials required and the time it takes to create the final product. Payment must be completed on ordering so as to secure your order. If sufficient payment is not received, your slot will not be secured and your order will be delayed until payment has been accepted.

Shipping and Delivery

Our postage costs are calculated based on the size of your order. All UK items are sent through signed for delivery using the Royal Mail. Our expected time frame to complete your order is 2-3 weeks. For Memory Keepsakes, this may be longer depending on demand at the time you place your order. This will be confirmed with you at the time you order. If for any reason there is a delay with your order, you will contacted through your given email address linked with your order and informed.
We do offer International delivery, but this is calculated on each individual order. If you wish to order something for International delivery, please use the Contact us form and we can finalise your order and postage.

Returns, Refunds and Complaints

As all items are handmade and personalised, refunds are not granted in accordance with the Consumer Contracts Regulations (2014) unless the item is faulty. This does not affect your consumer rights. If your product is faulty we will be happy to make it to the same requirements and send to you again. The replacement item will be made using the same details as the first to ensure it is a direct replacement rather than a new order. Contact regarding a fault must be made within 5 days of receiving the item in order to qualify for a replacement.
If you have any complaints to make about our work, please us the Contact us form on our website. State clearly what your complaint is, your name and how we should contact you to resolve any issue. We will endeavour to contact you as soon as possible and reach an agreement. Where an agreement cannot be reached, assistance will be sought from a third party to resolve the issue. For any complaint concerning the transit and delivery of your order, please contact us to let us know, as well as contacting Royal Mail directly to resolve the issue. Please use this link to find out how you need to proceed with a Royal Mail dispute- https://personal.help.royalmail.com
Bears and Bows will not be held liable for any indirect damages that may occur.

Privacy Policy

Your personal data will only be used for the completion of your order. These details will be stored safely and never distributed to a third party.

Governing Law

This agreement, and any dispute, controversy, proceedings or claim of whatever nature arising out of or in any way relating to this agreement or its formation (including any non-contractual disputes or claims), shall be governed by and construed in accordance with English law.