Shipping & Returns

Shipping

What are your Shipping Costs and Pricing?

UK, Europe & International: Standard delivery worked out from the weight of your items. We send via Royal Mail Tracked First or Second Class, we will provide you with the tracking information. Where a large order is placed, we may choose to send the item via courier to reduce the shipping costs for you.

 

What are your International Shipping Costs and Pricing?

For some areas of the world, a tracked, express service may be available at an additional cost. Please check what options are available at checkout. If you have any questions about shipping, please contact our team.  

 

When will my order ship? (Processing Time)

Many of our products are made just for you, with a lot of thought and care gone into the making of each item. While majority of our orders are shipped within 2/3 business days, some may occasionally take up to 10 business days. This may be the case during peak periods such as Celebrations and Holidays. We will email you as soon as your order is dispatched. 

If you need an order urgently such as for a last-minute birthday present, please contact us and we may be able to speed an order up for you.

 

How long will my order take to arrive?

We use many different couriers and Royal Mail to ship an order depending on its size, weight and delivery destination. As an overview, UK shipping takes on average 2-5 working days. For Europe, estimate 5-10 working days, and for International estimate 10-15 working days. This is in addition to the processing time. If your order has not arrived by this time, please contact our team who will be happy to look into this for you.

A tracked service with reduced shipping time may be available - you will be able to check options available to you at checkout. If your order is tracked, we will include this tracking information when we send your dispatch confirmation email. 

 

Do you ship worldwide? 

Yes. We ship all over the globe. Please check our estimated delivery times or shipping costs, to find out more information. 

 

Do I need to pay import/customs duties or tax?

Depending on your location and what you order, there is a possibility of an additional duty fee. These are unfortunately outside our control and paid to your host country based on your country's regulations. Any customs-related costs shall be paid by the buyer. 

 

Where is my order?

Please first read 'How long will it take for my order to arrive?' If it is passed this estimated time, please contact our team and we will look into its whereabouts. Please note that not all items are posted with tracking. 

 

Returns

What is your Returns Policy?

Buy with confidence with our 30 day Return Policy! If you are not happy with your purchase, for any reason, you can return it to us within 30 days of delivery. All items being returned must be in an unused condition and returned at the customer's expense.

Where an Item has been personalised or has been designed specifically for you

When returning any items, please include a note with your name and order number inside. If you require any assistance, please contact our team who will be happy to help. The return address is: 

 

Returns at Taffy Bear Ltd

37 The Croft

Sherburn Hill

Durham

DH6 1QL

Please note, that all personalised, bespoke and competition products are non-refundable. The unique nature of these items means they cannot be resold, and so we're unable to accept returns on them.

We will contact you after we have received your package to confirm that your order has been cancelled and your refund processed. We aim to do this within 10 working days but usually much sooner!

 

How can I exchange an item?

If you would like to exchange an item - such as for a different design or size, please contact our team with your name, order number, and reason for exchange, and we will be happy to help. If the replacement item is a different price, we will process like a regular return - refunding you and asking you to kindly place a new order in our web shop.

 

Do I need to return a damaged item?

No. You do not need to return a damaged item.

If there is a problem with your order, please contact us with detailed information so we can fix this for you right away. For damaged items, you do not need to return them. We kindly ask that you please send us a photo of the damage. Damages must be reported to us within 7 working days of receipt or we may not be able to help. 

Many of our items are shipped from different locations. If part of your order is missing, it may be it was processed and dispatched separately, and will arrive separately. Feel free to contact us if you'd like to check. 

Orders

Can I cancel or change an order after it is placed?

We recommend contacting us within one hour of placing your order, if you'd like to cancel or amend it. We often have a quick turnaround on our orders, so after one hour (and possibly sooner), your order may be processed, and we may be unable to make any changes. Please contact us as soon as possible. 

Although we are unable to add items to an order, if you contact us quickly enough, we may be able to combine orders to help reduce your shipping cost for you. If your order has already dispatched, please see our Returns and Exchanges section.

 

An item is damaged or missing from my order?

If there is a problem with your order, please contacting us with detailed information so we can fix this for you right away. For damaged items, you do not need to return them. We kindly ask that you please send us a photo of the damage. Damages must be reported to us within 7 working days of receipt or we may not be able to help. 

Many of our items are shipped from different locations. If part of your order is missing, it maybe it was processed and dispatched separately, and will arrive separately. Feel free to contacting us if you'd like to check. 

 

What are your Gift Card terms?

Taffy Bear’s Gift Card must be used fully in one purchase, and can be used as part-payment for a transaction with the remaining paid by another payment method. Gift Cards cannot be exchanged for cash. Where products purchased online with a gift card are returned, monies owing will be refunded by a Gift Card. We cannot accept responsibility if a Gift Card is lost, stolen, destroyed or used without permission by the recipient. Have a Gift Card query? We welcome your questions.  

 

How do I use my Gift Card?

When you get to the first checkout page, you will see a box that says "Discount code". Simply enter the code that is on your gift voucher and click 'Apply'.

 

Is my personal information safe?

Yes. Taffy Bear Ltd respects your privacy and security. We will never distribute any of your personal information. Please read our full Privacy Policy here.

 

I haven't received a confirmation email?

As soon as you place an order, an order confirmation email is automatically sent. If you don't receive it, please check your spam/junk folder in the first instance. If it is not there, it may be you entered your email address wrong at checkout. Please contact us so we can help. 

 

Is payment secure on your website?

Yes. We confirm that payment on our website is encrypted and secure. You can read more about our SSL certificate by clicking the LOCK icon to the left of our URL www.Taffybear.co.uk.