Terms & Conditions

Free gift giveaway

Giveaways are limited to the time limits set per promotional activity. If you purchase before or after this dedicated time then we cannot apply a free gift to your order. Our giveaways will not include any Best Friends Club products (membership, badges or bears) due to these already being available to members at discounted rates. The free gifts are limited to one per order but you are able to place as many orders as you would like separately. The total amount spent does not include the cost of postage and packaging. If a promotional code is not applied at the time of placing your original order, this cannot be applied once the order has been confirmed.


We aim to dispatch all orders that are in stock within 24 working hours via a courier service. Please allow up to 5 working days for delivery. If any item cannot be delivered within this time we will inform you of the reason for delay, along with a proposed delivery date. Please let us know if you would like your order to be sent to an alternative delivery address.

Returns Policy

You are entitled to cancel your order and return the goods within 14 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone (see contact us page). Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or mis-described. Any goods returned should be in saleable condition, with any seals and wrappers unbroken. These terms apply to your order. We may change our terms and conditions at any time. None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforce-ability of the remainder.

Customs and import duties - Customers outside of the UK

If you live outside the UK, please be aware that local customs or import duties may be charged when your parcel reaches your country. We have no control over these charges, so unfortunately cannot predict what they will be. Any orders placed could be subject to cross border or exchange fees by your card issuer, and Charlie Bears cannot reimburse for any fees assessed by your card-issuing bank. Any orders placed for countries outside of the UK might be subject to import duty or tax and these would be payable by the customer - this is not the responsibility of Charlie Bears to pay.

Product Descriptions

Every effort is made to ensure that the products we supply correspond as closely as possible to those displayed in our store or online, but due to the handmade nature of our products there might be slight variations. No responsibility can be accepted for these variations. These could include, but are not limited to, slight differences in shades of fabric or dimensions of products. Please bear in mind that computer browsers may present colours slightly differently. If an item is not eligible for return, this will be stated on the product description page.

Klarna Payments

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay Later
  • Slice it

Further information and Klarna’s user terms can be found here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.


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