DELIVERY AND RETURNS POLICY
DELIVERY POLICY
DELIVERY TIMES FROM DISPATCH ON A WORKING DAY
United Kingdom
£5 per order UK Mainland, additional fees for non-UK Mainland minimum order is £20.00. We currently use Royal Mail Tracked, who aim to deliver in 1-2 days, delivery to remote areas, during busy seasons and severe weather may take longer
Europe
We use Royal Mail for Europe
France, Germany, Netherlands, Spain, Ireland, Italy, Austria
- £21 shipping for orders < £100,
- £15 shipping for orders between £100 - £200
- Free of charge shipping for orders over £200
Croatia. Estonia, Finland, Hungary, Poland, Portugal, Sweden, Czech Republic, Luxemburg, Slovakia, Denmark
- £39 shipping for orders < £150
- £15 shipping for orders between £150 - £200,
- Free of charge shipping for orders over £200
Bulgaria, Greece, Latvia, Lithuania, Romania
- £39 shipping for orders < £150
- £28 shipping for orders between £150 - £200,
- £10 shipping for orders between £200 - £300,
- Free of charge shipping for orders over £300
Belgium
- £27 shipping for orders < £100
- £15 shipping for orders between £150 - £200,
- FOC shipping for orders over £200
Recipient will be liable for import duties and taxes as deemed by in country customs
World Wide
Royal Mail to USA, Canada, Hong Kong, Singapore and Australia £30 per parcel subject to maximum size, if more than one parcel is required an additional fee will be required, in this case we will contact you before processing.
DPD New Zealand £40 per parcel subject to maximum size, if more than one parcel is required an additional fee will be required, in this case we will contact you before processing,
Japan £60 per parcel subject to maximum size, if more than one parcel is required an additional fee will be required, in this case we will contact you before processing,
Recipient will be liable for import duties and taxes as deemed by in country customs.
RETURNS POLICY
If you need to return a full or partial order, send us an email at stonegateteddybears@outlook.com and send your item(s) to: Stonegate Teddy Bears, 13 Stonegate, York, YO1 8AN. UK. To complete your return, we require a receipt or proof of purchase.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Gift cards are non-returnable.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
Refunds take between 10-15 working days to be processed. After such time if you have not received the refund contact your bank to check the status of the delay. If this does not resolved your query please contact us at stonegateteddybears@outlook.com.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at stonegateteddybears@outlook.com and send your item to: Stonegate Teddy Bears, 13 Stonegate, York, YO1 8AN. UK.
SHIPPING
To return your product, you should mail your product to: Stonegate Teddy Bears, 13 Stonegate, York, YO1 8AN. UK. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.