Delivery & Returns Policy
Delivery charges
Free standard shipping available on orders over £39.
Standard UK Shipping (2-4 days)
Orders up to 1.9kg - £3.50
Orders 1.9 – 4.9kg - £5.50
Express UK Shipping (1-3 days)
Orders up to 20kg - £7
Delivery method
Orders choosing Standard UK Shipping will be sent via Royal Mail or Evri*.
Orders choosing Express UK Shipping will be sent via DPD**.
* If you have a preferred carrier, please leave a comment in the order notes box at checkout and we will accommodate this where possible.
** UK refers to mainland UK and excludes the Scottish Highlands, Scottish Islands, Channel Isles, Scilly Isles, Isle of Wight, Isle of Man and Northern Ireland. Orders to these locations will be shipped via Royal Mail due to courier surcharges in these locations.
Processing time
We dispatch orders Monday to Saturday (excluding public and bank holidays). Orders placed before 11am will usually be dispatched the same day (excluding Wednesday).
Do you offer worldwide shipping?
No, currently we only offer UK shipping.
Need help?
If you have received an incorrect or damaged item, please notify us on info@poodleandbear.co.uk within 48 hours* of receiving your order. Please provide your name, order number and a description of the problem, including a photo.
Please note, we cannot offer a solution for damaged products which we are not notified of within 48 hours of receipt, which have been disposed of or where photographic evidence is not provided.
*Damaged goods must be reported within 48 hours of you receiving the order, or we cannot claim against the carrier for the loss. Please do not open or use a product if it has been damaged, as this signifies you are agreeing to it being in good, useable condition.
Returns
Should you wish to return a product, we will be happy to refund any product(s) returned to us within 14 days of delivery, provided they are as new and in fully resalable condition. Costs associated with return shipping will be at your own expense, unless the goods are faulty. We would strongly advise you to get proof of postage and postal insurance, as we cannot offer a refund for any item(s) not returned to us due to loss in transit.
Refunds can only be made to the original card used to make the purchase. We will process the refund in no more than 7 days after the day the product(s) is received by us. The refund amount will include the product(s) price only, the original shipping fee will not be refunded. If we find that a product has not been returned to us in as new and fully resalable condition, we reserve the right to refuse a refund on the item or deduct up to 50% of the original selling price from the refund amount.
How to return an item
Contact us on info@poodleandbear.co.uk within 7 days of receiving your delivery with your name, order number and notification of the product(s) you wish to return. We will then provide you with a returns number and further instructions.
