What are my delivery options to the UK and how much do they cost?
2nd Class Signed for Standard delivery is 2 - 3 days from the date of despatch - £2.00 for orders under £15 and free for orders over £15
1st Class Signed for Express delivery is 1 - 2 days from the date of despatch - £3.00 for orders under £15 and £1.00 for orders over £30
Next Working Day - £5.00 - Please note orders placed after 1pm Thursday will be despatched Friday and may not be delivered till Monday morning, if you need it for Saturday please select Next Day Saturday delivery option at checkout.
We despatch all goods by Royal Mail Signed for Express Air Mail for shipments up to 2 KG in weight, beyond 2KG you will be given a price for an international courier shipment. You will find that when ordering over 2KG, it might be more cost effective to split your order into 2 and order twice keeping each shipment below 2 KG in weight.
Yes, when we despatch your order we will email you with the tracking number, this email will have an active link where you can click and go directly to the delivery companies web site to check the order status. Also if you log into your account your tracking numbers are available within your order shipment details.
Can I track my European or International order on my own countries postal service?
Spain
Please follow this link to the Spanish Postal Service Correos http://www.correos.es/eng/13-menurec2/01-menurec21/2010_c1-localizadore.asp
France
A signature is not always required. If you are not at home when La Poste attempts to deliver the package, it will be held at the post office for 15 calendar days. If the tracking status is unclear and there has been no delivery attempt or notification within your Estimated Delivery Date please contact La Poste Customer Service (in French): +33 (0) 810 800 800. Please have your parcel tracking number ready.
Germany
Deutsche Post, there is currently no online tracking available. Please wait for possible late delivery. If there has been no delivery attempt or notification within this time then please contact your local Deutsche Post Office.
In most countries the UK Royal Mail tracking number can be tracked on your local postal services website!
If you would like us to ship to an alternative address rather than your registered billing address, simply tick the box (when you are checking out) and complete the address details.
Unfortunately for PayPal users and overseas customers we can only ship to your registered billing address. These restrictions are online fraud prevention measures issued by the banking community and are beyond our control.
Will I have to pay any Customs charges in my country?
There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the VAT (TVA) included.
Shipments sent outside the European Union are sold exclusive of VAT and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.
Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
Some countries (including but not limited to Israel, Norway, Switzerland and Turkey) do not impose import duties on products shipped from the EU, however in some cases you may be required to pay a local sales tax; you will be notified by the courier that delivers your goods if this is the case.
Next Day and First Class we aim to despatch always within 24 hours on in stock items, if for any reason the item is not in stock we will contact you within 24 hours.
Second Class we also aim to despatch within 24 hours. If for any reason the item is not in stock we aim to contact you within 24 hours.
European & International orders are normally despatched within 24 hours. If for any reason the item is not in stock we aim to contact you within 24 hours.
Missing Goods or Damaged Delivery, what can we do?
If your goods have either been received as damaged or are missing please contact customer services immediately, either by email sales@Teddybearland.co.uk or by calling us on 01278 550467 or from outside the UK +44 1278 550 467.
If the goods are damaged we will need a proof of the damage, either by the item being returned to us, or in some cases an image sent via email. Customer Services they can advise you on the best course of action. Once we have verified the damage we can then rectify the situation.
Order has been shipped but not arrived yet who do I contact??
Royal Mail 2nd class
Please wait for possible late delivery until 8 days after dispatch. If there has been no delivery attempt within this time, please contact Royal Mail delivery depot for more information regarding delivery. Your Royal Mail Hotline: 08457 740740.
You can track your Royal 2nd Class Signed for parcel via the link below:
The tracking number was sent to you by email on order despatch and can also be found by login in to your account on Teddybearland and checking your current order shipping status
Please wait for possible late delivery until 6 days after dispatch. If there has been no delivery attempt within this time, please contact Royal Mail delivery for more information regarding delivery. Your Royal Mail Hotline: 08457 740740.
You can track your Royal 1st Class Signed for parcel via the link below:
The tracking number was sent to you by email on order despatch and can also be found by login in to your account on Teddybearland and checking your current order shipping status
The tracking number was sent to you by email on order despatch and can also be found by login in to your account on ProSwimwear and checking your current order shipping status
If you don't have access to the online tracking results and your Estimated Delivery Date has passed please contact your delivery depot with your parcel tracking number. Your Royal Mail Hotline: 08457 740740. Please have your parcel tracking number ready.
The tracking number was sent to you by email on order despatch and can also be found by login in to your account on ProSwimwear and checking your current order shipping status
If you don't have access to the online tracking results and your Estimated Delivery Date has passed please contact your local delivery depot/post office with your parcel tracking number. Your Royal Mail Hotline: +44 8457 740740. Please have your parcel tracking number ready.
All items despatched by Teddybearland are shipped signed for postage.
UK 1st Class & 2nd Class Postage if undelivered 15 working days after despatched from Teddybearland, we will re despatch the order items to you
UK Next Day Delivery if undelivered 10 working days after despatched from Teddybearland, we will re despatch the order items to you
European Signed for Postage if undelivered 20 working days after despatched from Teddybearland, we will re despatch the order items to you
International Signed for Postage if undelivered 30 working days after despatched from Teddybearland, we will re despatch the order items to you
Teddybearland will process an insurance claim for the lost goods and you may be contacted by your local postal service to confirm the non reciept of goods.
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
Customers outside of the UK must follow the instructions below along with our standard returns procedure
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
At Teddybearland.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 28-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 28 days of the date you received the item. Further terms and conditions on returns in this section and our full terms & condition section http://www.Teddybearland.co.uk/terms
By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
To cancel your purchase within the seven-working-day cooling-off period, please return the item or items as per our returns procedure, giving the reason for the return as "I just don't want it anymore". Please package the relevant item securely and send it to us within 28 days following the date that the item was delivered to you.
For your protection, we recommend that you use a recorded-delivery service or proof of postage.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
As soon as we receive the items back for your cancellation of order, we will refund the relevant part of the purchase price for that item -we cannot refund any upgrade postage charges you have selected. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html
Returns All items returned for refund or replacement must be returned within 28 days from receipt! All goods that are returned must be accompanied with proof of purchase. We recommend that a certificate of posting should be obtained for returns, supplied free of charge by the post office by handing your parcel over the counter, this gives you a limited insurance with royal mail if the goods are lost, For added security either ship the items Signed for postage or for higher insurance use Next day special delivery. For International returns International Signed For postage is recommended incase of loss. All returned goods must be returned in their original packaging with all tags in place in the original unused condition. Costumes that have been worn in a pool cannot be returned for exchange or refund. It is the customers responsibility to make sure the product is adequately packed to avoid any possible damage in transit. Faulty Goods: Goods returned as faulty should be returned with proof of purchase to our returns department, this product will be assessed by a returns department in conjunction with the manufacturer, should the item be deemed to be faulty this will be replaced or in case of an obsolete product an alternative item will be agreed or a refund will be given. Returns Address Teddybearland Ltd, Unit 3, Owery Farm, Middlezoy, Somerset, TA7 0PJ, United Kingdom Replacement items will be despatched free of charge to UK addresses for the first return, further returns on the same order will incur a £2 postage charge, if the return is from an international customer, a re charge will be applied to cover the replacement items international or european signed for postage. Unless the replacement is due to an error in shipping by Teddybearland, where we will cover the additional postage. When items are returned without prior consent outside the 28 days warranty period, Teddybearland reserve the right to deduct 10% of the item as a re stocking charge for the return as long as the item/items are in sellable condition and with all tags and packaging intact. If the item being returned has been discontinued by the manufacturer or Teddybearland, then Teddybearland can either refuse the return or charge up to a 50% restocking charge, based on the current saleability of the return.
The web site default currency is £ Pounds Sterling, you can select in the top left hand corner a different currency and this will change the site to display this currency and you will be charged in this currency at check out. To change this currency change the currency in the top left hand box before check out.
All returned goods must be returned in their original packaging with all tags in place in the original unused condition. It is the consumers responsibility to decide the suitability and fit of all items before using the item making the item un sellable if returned! It is the customers responsibility to make sure the product is adequately packed to avoid any possible damage in transit, such items damaged in transit will be returned to the customer and not exchnanged or refunded.
You will pay for your order in the currency displayed on the order confirmation page.
The web site default currency is £ Pounds Sterling, you can select in the top left hand corner a different currency and this will change the site to display this currency and you will be charged in this currency at check out. To change this currency change the currency in the top left hand box before check out.
You will pay for your order immediately on checkout, if the item you are selecting is on back order, you can select to place your order by Telephone order as the payment method and then pay for the item over the phone when it arrrives into stock.
Where payment is taken immediately for items market as being in stock, then we believe them to be in stock, but occasionally figures entered on the system may be in correct, in these cases we will try to contact you within 24 to 48 hours of order placement to inform you and will either put the item on backorder or refund the payment, depending on your choice.
