Terms of Use

Teddy Bear Hollow Terms of Use

Terms & Conditions: 

By making an offer to purchase, the buyer is agreeing to any terms & conditions contained within these terms & conditions or listed on this website, to the exclusion of any conditions of the buyer or any third party.
Definitions:The "SELLER" refers to Teddy Bear Hollow.The "BUYER" refers to the purchaser of goods and or services. 
Goods Offered For Sale:
All goods are offered for sale subject to availability, all sales are conditional, on agreement and acceptance of the seller. The seller is not bound to complete any sale should any error, technical failing, cause an error in pricing or description of any item. The seller will refund any monies paid in any such case, no other responsibility or liability is accepted.

We aim to provide the best and most comprehensive service available on the internet. Product descriptions are taken from the manufacturers specifications. We cannot be held responsible for changes or alterations to a specific product description by the manufacturer. We will always send the latest version available to us from a manufacture even if the product or description differs from that advertised by purchasing the buyer is agreeing that they will accept this newer version. (Note: Manufactures do from time to time change the accessories and details on a product during production.)
Most products we sell are hand made or hand finished therefore there will always be some variation between each item.
Please note we use our own pictures and library pictures from the makers in the descriptions used on this website, faces, features, expressions and colours can vary.


We accept payment by cheque, postal order, credit / debit cards, PayPal and bank transfer (UK & International) in GBP (£) .
Layaway and Pre-Orders:  

See Layaway and Pre-Order sections in the Shopping Guide.
Special orders, seasonal or retired products:
No refund will be given on cancelled special orders, seasonal, retired, sale or discounted items.
The deposit and paid instalments on these items is not transferable.

All items are insured for shipping. We will not despatch with out insurance on items over £5.00 in value, this safe guards our customers and us. Any claim for damage must be notified to the carriers & Teddy Bear Hollow within 24 hours of delivery. If the package looks damaged the buyer must write "package damaged" on the acceptance form (some carriers you only need to tick a box), before accepting the parcel. The carriers Terms & Conditions apply to all sales.
Delivery (UK): 

Your order will be despatched via Royal Mail Special Delivery / Courier Service or Royal Mail satndard service depending on the selected service and value of the order. Certain areas of the UK (e.g. Northern Scotland and Northern Ireland) may require an extra carriage fee for some large or heavy items. Notification of despatch will be sent to you by email after despatch. From time to time we may use other courier firms. We aim to despatch within 24 hours of payment clearance, subject to collection times and opening hours and our work load please allow up to 3 working days. The seller shall not be liable for any delay in delivery of the goods, time not being of the essence in these Terms and Conditions.
International Delivery:

We are happy to deliver outside the UK via Royal Mail Signed for International (insured service), from time to time we may use other courier firms (the type of service will always be signed for, insured).Counties we are able to accept online orders from will be shown during checkout, we may be able to accept orders from counties not on this list please email for details and costs Please note the delivery costs calculated during checkout are for single items up to a max weight of 2kg, orders over 2kg or oversized items may occur additional postage charges, we will contact you about any additional charges that may be applied, you will be able to cancel the order should you wish to. Obviously, the charges are dependant on the country concerned. Any additional charges, taxes, import duties etc. are the responsibility of the buyer. For non-EU countries, no VAT credit will be given - this is used to offset the additional postage & packing costs.
Postage and Packing:

For full details of our delivery options then please visit the shipping page on our website.
Returns Policy:

Should you wish to return your purchase we are happy to refund or exchange the item purchased providing it is returned to us in an undamaged, unused, resalable condition and returned with its original packaging.         

Only return an item after contacting us first.   

We will accept returned items if we are notified within 7 days of delivery of your intent to return the item and it is returned to us within 7 days of notification.  
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 or any other strong aroma.  All items we sell are checked before despatch.  

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

All Items are returned at the buyers expense.  

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 or 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. On notification we will issue a returns reference number and arrange a refund or replacement.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 Royal Mail Special/Recorded Service (UK) or insured courier, depending on the items value. please remember proof of postage is not acceptable as proof of delivery, only return items using an insured signed for service.  

Please note we are unable to accept items without prior notification,  
Special orders, Layaways & Sale items are not returnable.
Fitness for purpose:

The seller is in no way liable for the purpose and fitment of goods and services supplied to the buyer. The seller has no control over the fitment, suitability and method of their application or use. The seller excludes any condition or warranty implied by statue or otherwise as to the fitness of its goods or any other particular whatsoever. Liability:The seller’s liability to the buyer shall at no time exceed the price of the goods supplied. The seller shall be under no liability for any direct loss and/or expense or any indirect loss and /or expense suffered by the buyer or liability to third parties incurred by the buyer. The seller shall be under no liability whatsoever for any loss or damage whether direct or indirect resulting from the supply of goods. The seller shall be under no liability whatsoever for the quality and purpose of goods supplied to the buyer or to a third party.
Lost / Damaged Goods:

Late / non delivery. The seller will either refund or replace the cost of the item to the buyer, after the delivery company has accepted non delivery and also accepted liability for the lost item. The seller will then and only then refund the buyer or replace the item. The buyer agrees not to submit any claim to any third party until the delivery company (companies) have completed their investigations into the claim of non delivery. We say this only because most items are found during this process. Should an item be delivered to the buyer after a refund has been made the buyer agrees to return the item to the Seller without delay. Note: Refusing to accept the package is the best way to force the delivery company to return the package to the seller.
Cancellations: Cancellation of orders MUST be notified within 24hrs of the purchase or before despatch if sooner, in order for the cancellation to be accepted, any processed transactions after the 24hr period or after despatch if earlier will be unable to be cancelled. The buyer may return the items upon receipt unopened at the buyers expense for a refund minus any postage and packing costs incurred by the seller. 
Packing Boxes:

We go to great lengths to correctly pack our products, part of this packaging may include a box or gift box, we are unable to offer any warranty on these boxes, (see note below). The boxes are provided free of charge when required. Therefore we are unable to offer a replacement if damaged in the post or damaged in any other way. We will provided a replacement free of charge should the buyer wish to pay for the postage and packing costs, this is around £2.75 for a medium sized box. This service is available for the UK only.

Note: Boxes purchased as an extra option will carry our normal warranty.
Please note that the boxes are difficult to send flat packed and required a lot of cardboard to protect them in transit, increasing the total weight, hence the postal charge, boxes above size 3 are so large flat packed, that it is impossible to send them out at all in this manner at an acceptable cost, sorry! We do not sell Steiff Paper bags or Gift boxes without a purchase, see listings for details.