Returns

Please take the time to read our returns policy.

It is the buyers responsibility to return any unwanted purchases to the seller.

All Items are returned at the buyers expense.

Returned items must be received in mint (new) condition with all tags, certificates, etc. still attached, undamaged, not used in any way and in all their original undamaged packaging, along with any free gifts supplied. In a condition that they can be sold as new before any refund can be made.

We are unable to accept returns that smell of smoking, perfume, cooking or any other strong aroma.

We are entitled to make a deduction from any refund for any diminution in value of the returned goods due to handling or use which “goes beyond the sort of handling that might reasonably be allowed in a shop.

All items we sell are checked before despatch and on return.

Steiff Limited Editions are supplied in one of 2 ways either 2 boxes or one box and a specially designed cloth bag, these items are unique to each other and have matching numbers any one item missing or damaged will effect the value of the item, you must return all the items before we can make a refund. They will have been supplied to you packaged in a protective outer packaging. Reuse this packaging or use new outer packaging as stamps and tape damage is not acceptable.

Pre-Orders, Layaways and Special Orders are not returnable as these are ordered, obtain and stored specially for you under your direct instructions and order.

In the unusual event of an item being returned the customer will be refunded the amount paid, less the actual postage and packing costs incurred by the seller, this includes the postage and packing cost on items listed as post free, should the postage and packaging costs exceeded the postage paid by the customer, the difference will be deducted from any refund.

The buyer has 14 days from delivery of the purchased item to return the unwanted item.

You should expect to receive your refund within 7 business days of the item arriving back with the seller.

Damaged items must be reported to the seller within 24 hours of delivery, if the packaging appears to be damaged on delivery, note this on the delivery form / machine before signing If you sign without noting any possible damage, you are accepting the delivery as undamaged, this could effect any future claim on the delivery company and your ability to return the item.

Faulty items must be reported to the seller within 3 days of delivery and returned within 7 days.

Some items cannot be exchanged with an identical product due to the low production numbers. In these cases a refund will be issued.

Goods are returned at the buyers risk, we are unable to accept responsibility for returned items until we have received them, for your own safety you must use an insured signed for service. please remember proof of postage is not proof of delivery. Only return items using an insured signed for service.

If you need to return an item you can email, telephone or simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.

Please note if Teddy Bear Hollow are covering the return delivery costs we will only pay the delivery costs upto to the cost of sending a return item via Hermes (MyHermes). Return all parcels by MyHermes with the correct insurance cover.  Should you wish to use another service you will have to cover any additional cost. 

We'll notify you via e-mail of your refund once we've received and processed the returned item. Please note we are unable to accept items without prior notification.