Frequently Asked Questions
Welcome to our home on the internet where we specialise in helping lovely people send all the warmth and comfort of a hug to their loved ones from afar.
Whether you're searching for the perfect surprise for someone special, hoping to organise gifts for colleagues or simply looking to treat yourself to a dose of self-care (you absolutely deserve it!), we're here to cater to your hugging needs.
We hope this FAQs page covers anything you might like to know, but remember, if you ever need more support or have a burning question not covered here, we're just an email away and will be more than happy to help!
About BearHugs
What is a BearHug?
A personalised postal gift hamper in a signature box which opens to reveal two outstretched paws and a ‘Consider this a BearHug’ message.
A BearHug is a ‘hug-in-a-box’ gift hamper which you can order online, personalise and send directly to the doorstep of a loved one. Every BearHugs gift can be filled with treats of your choosing and comes with the option to add a personalised message. BearHugs gift hampers come in signature boxes which open to reveal two outstretched paws and a message which says ‘Consider this a BearHug’. We offer a range of ‘ready to go’ gift boxes of you can build your own by choosing from our range of treats.
How big is a BearHugs gift box?
There are six different types of BearHugs gift box that vary in size. Our full-sized gift box is 28 x 20.5 x 10.5cm.
Full sized BearHug: 28 x 20.5 x 10.5cmMugHug: 10.5 x 8.5 x 10cmCubHug: 14 x 10 x 5cmMini LetterboxHug: 12 x 8 x 2cmSmall LetterboxHug: 15 x 12.5 x 2.2cmLarge LetterboxHug: 24 x 17 x 2.2cm
Ordering a BearHug
How do I order a BearHug?
You can order a BearHug through our website.
We have a range of 'Ready-To-Go' gift boxes available. When you add any of our standard boxes to your basket, a form will pop up giving you the opportunity to add a personalised message to your gift before you checkout.If you can't see the perfect gift for your loved one, there is also the option to add items to a 'Ready-To-Go' gift box or you can 'Build Your Own' BearHug.
I provided the wrong shipping or billing address at checkout, how do I change this?
No worries! This is easily fixed. Drop us an email with the correct address and your order number and we'll get it sorted straight away.
If you realise you've provided the wrong billing or delivery address at checkout, don't worry we'll be able to fix it as long as you get in touch before you receive a shipping confirmation email from us. If you drop us an email with the correct address and your order number, we will get it sorted straight away. Once you have spoken to a member of Team BearHugs and they have confirmed that they're able to make the change, please don't worry if the incorrect address is still in your shipping confirmation email. It is purely because the emails are automatically generated and draw on the information we originally received.
How will my 'Build Your Own BearHug' come packaged?
In one of our super cute signature 'hug' boxes!
Once you've 'built' and ordered your BearHug, a member of Team BearHugs will pack the treats you've chosen with lots of love and care in one of our signature gift boxes with outstretched paws. We'll always choose the best size "hug"box for the items you've chosen.
Will my recipient know who sent their BearHug?
Yes, if you pop your name in your personalised message.
When your BearHug arrives the lucky recipient will receive the gift you selected and any message that you chose to add to your box.
We hate the idea that anything could detract from the intended sentiment, so we never include any additional documents in the gift.
As such, when writing your card message, please be aware that if no name is included, the recipient will not know who the BearHug is from and the delivery will be completely anonymous. This may be your intention as a random gesture of kindness.
If the recipient contacts us to find out who sent the BearHug, we will not release any information without your permission and will contact you to confirm if it would be acceptable to yourself to provide such details. This is due to the Data Protection Act of 1998.
Will my recipient receive any information about billing?
No, we'd hate for anything to detract from the sentiment of your gift.
All billing information will come through to you directly by email.
Delivery
What are BearHugs' shipping charges?
All "Ready To Go" gift boxes come with free postage (2-3 days) but there is the option to upgrade shipping to Royal Mail Tracked 24 for £4.00.
For "Build Your Own BearHug" orders:
Standard UK delivery (Royal Mail Tracked 48) is £4.00.
Quick UK delivery (Royal Mail Tracked 24) is £5.50.
Orders must be placed before 1pm Monday- Friday for same day dispatch. If you order after 1pm your gift box will typically be dispatched on the following working day.
Can I send a BearHug internationally?
Yes - to USA and Canada.
We’ve found lot of international couriers to be unreliable so we opt for FedEx’s International Priority service. Unfortunately this isn’t cheap but it does mean our BearHugs are better cared for.
Unfortunately, due to complications post-Brexit, we are not offering shipping to Europe at this time.
When should I expect my BearHug to arrive?
If you place an order before 1pm (GMT) Monday - Friday, we will pack and send your BearHugs gift box on the day of order on the same day. We'd then expect it to arrive within the following timescales
Royal Mail 1st Class (Untracked): 1 - 2 Working Days
Royal Mail Tracked 24: 1 - 2 Working Days (although vast majority arrive within 1 working day)
Royal Mail Tracked 48: 2 - 3 Working Days
International: Within 5 working days (as long as there aren't Customs delays)
Orders placed after 1pm or over the weekend will typically be dispatched on the following working day. You'll receive an email as soon as your BearHug has been collected by our postie!
Can I track my BearHug?
Absolutely! If you opt for a tracked postal service, you will be automatically be sent a tracking link for your gift but if it doesn’t arrive for any reason, just drop us an email with your order number, we'll send across your tracking information straight away.
Why hasn't my BearHug arrived yet?
Let us have a look at our tracking information for you. We'd love to get to the bottom of this as soon as possible.
When a BearHug hasn't arrived we find there are a few common reasons behind this:
- No-one was home when Royal Mail first attempted to deliver it
- The address we received with your order was inaccurate or incomplete
If no-one was home when Royal Mail attempted a delivery, a card should have been put through the door for your recipient. This card provides information about how your recipient can collect their gift box or rearrange a delivery for a time that suits them. Please bear in mind that the new arrival date will then depend on when your recipient would like to collect their BearHug or have it delivered. If your recipient does not rearrange a delivery for or collect their BearHug within 18 working days, it will then be returned to us at BearHugs HQ. If we receive your returned BearHug, we will get in touch with you straight away to let you know. We are happy to re-send your BearHug if you would like us to.
In order to get your BearHug to your recipient safe and sound, we need a full and complete delivery address including a post code. If you would like your BearHug delivered to flats, office buildings or hospitals, the delivery address should include specific information about where your recipient can be found within the buildings or complex. If the address we receive with your order is inaccurate or incomplete, your BearHug may be lost, delayed, delivered to the inaccurate address or returned to us. Gift boxes with incomplete or inaccurate addresses can take up to two weeks to be returned to us. If your BearHug is returned to us, we will get in touch with you straight away to let you know. We are happy to re-send your BearHug to the correct address if you would like us to. If you're concerned about your BearHug having not arrived yet, please feel free to drop us an email and we'll be more than happy to look at our tracking information for you.
What happens if my gift box is returned?
As soon as we receive your BearHug back at BearHugs HQ, we'll let you know and will be happy to resend it if you'd like us to.
Sometimes, if an address is incorrect or a recipient doesn't collect their gift from the post office, our lovely BearHugs do not find their way to their intended addresses. When this happens Royal Mail scoop them up and send them back to us here at BearHugs HQ, this can sometimes take up to 18 working days.
Once the lost BearHugs are returned to HQ we contact the sender and offer them the opportunity to pay for it to be redelivered to its rightful home at a cost of £4.00 (UK).
If you think that your BearHug may be lost then please send us an email and we can have a look into this for you.
Work With Us
Are you able to fulfil corporate orders?
Yes, we love working with brands that share our values.
If you'd like to treat employees or clients to our hugs, please do get in touch - we'd love to hear from you. We offer a range of gift boxes which we can add your personalised branded messages to. They make great favours for events, thank you gifts for important partners or 'just because' desk drops for teams of all sizes.
If there's anything else we can help with, we're just an email away!
Drop us a message and we'll be back in touch within one working day