Shipping and Returns

Welcome to our go-to guide for all things related to getting those warm and comforting hug in a box gift hampers right into your loved one's arms and, on rare occasions, back to us (though we hope you'll never have to part with them!).

If you have any questions or need a little extra guidance, feel free to give us a shout anytime. We're here to assist every step of the way.

If you'd like to send your hug in a box directly to your lucky recipient, all you need to do is provide their name and address as the 'Shipping Address' at checkout.

Ready-To-Go Gift Box Shipping

FREE UK SHIPPING (2-3 Working Days)

Good news! All Ready-To-Go Gift boxes come with free shipping. The free service your gift is sent with will depend on the size of your gift box.

Ready-To-Go Letterbox Gifts Free Shipping: Royal Mail 1st Class (Untracked) - 1-2 Working Days

Ready-To-Go Larger Gift Boxes Free Shipping: Royal Mail Tracked 48 - 2-3 Working Days

These timescales should be used as a guide only but, in normal circumstances, we do expect all UK BearHugs sent with Free Shipping to have arrived within 4 working days of the date of order.

Please kindly note that at peak times of the year (e.g. near Christmas) there may be additional delays outside of our control.

Very occasionally items go missing in the post. If your order has not arrived 10 working days after shipping, please get in touch for a refund or a replacement.

SHIPPING UPGRADE ON READY-TO-GO GIFTS (1-2 Working Days)

If you'd like to expedite the shipping of a Ready-To-Go Gift Box, there is the option to upgrade shipping at checkout for £4.00.

Opting for a shipping upgrade means that your hug in a box will be sent with Royal Mail's Tracked 24 service.

Delivery time after dispatch according to Royal Mail is currently 1-2 working days. These times should be used as a guide only.

We find that the vast majority of items sent with Royal Mail Tracked 24 (approx 95%) arrive within 1 working day.

Please kindly note that at peak times of the year (e.g. near Christmas) there may be additional delays outside of our control.

Very occasionally items go missing in the post. If your hug in a box has not arrived 4 working days after shipping, please get in touch.

INTERNATIONAL SHIPPING TO USA & CANADA (5 Working Days)

We’ve found lot of international couriers to be unreliable so we opt for FedEx’s International Priority service to keep our gifts as safe as possible en route. Unfortunately this isn’t cheap (prices start at £32).

BearHugs sent internationally should arrive within 5 working days, as long as there aren’t Customs delays in the delivery country.

Unfortunately, due to complications post Brexit, we are not offering shipping to Europe at this time.

1PM CUT OFF FOR SAME DAY DISPATCH

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.

TRACKING INFORMATION

If you opt for a tracked shipping service, you will receive an email with a handy tracking link for your gift so that you can keep an eye on it’s whereabouts. This will generally start to update by 9pm on the day you receive a dispatch notification email.

BearHugs offers free untracked postage on some letterbox-friendly gifts. Please note that if you opt for free postage when sending a letterbox gift, you will not receive a tracking link.

WHY HASN'T MY GIFT 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.  

Build Your Own Gift Box Shipping

STANDARD UK SHIPPING (2-3 Working Days): £4.00

Standard delivery in the UK with Royal Mail’s Tracked 48 service is £4.00.

If your gift box costs £50 or more, shipping with Royal Mail Tracked 48 will be free.

Delivery time after dispatch according to the Royal Mail is currently 2-3 working days. These times should be used as a guide only but, in normal circumstances, we do expect all UK BearHugs to have arrived within 4 working days of the date of order.

Please kindly note that at peak times of the year (e.g. near Christmas) there may be additional delays outside of our control.

Very occasionally items go missing in the post. If you have not received your order 10 working days after shipping, please get in touch for a refund or a replacement.

QUICK UK SHIPPING (1-2 Working Days): £5.50

Standard delivery in the UK with Royal Mail’s Tracked 24 service is £5.50.

Delivery time after dispatch according to Royal Mail is currently 1-2 working days. These times should be used as a guide only.

We find that the vast majority of items sent with Royal Mail Tracked 24 (approx 95%) arrive within 1 working day.

Please kindly note that at peak times of the year (e.g. near Christmas) there may be additional delays outside of our control.

Very occasionally items go missing in the post. If your hug in a box has not arrived 4 working days after shipping, please get in touch.

INTERNATIONAL SHIPPING TO USA & CANADA (5 Working Days)

We’ve found lot of international couriers to be unreliable so we opt for FedEx’s International Priority service to keep our gifts as safe as possible en route. Unfortunately this isn’t cheap (prices start at £32).

BearHugs sent internationally should arrive within 5 working days, as long as there aren’t Customs delays in the delivery country.

1PM CUT OFF FOR SAME DAY DISPATCH

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.

TRACKING INFORMATION

If you opt for a tracked shipping service, you will receive an email with a handy tracking link for your gift so that you can keep an eye on it’s whereabouts. This will generally start to update by 9pm on the day you receive a dispatch notification email.

WHY HASN'T MY GIFT 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.  

RETURNS

HOW DO I RETURN A BEARHUG?

If there's something amiss when your BearHug arrives, please drop us an email straight away and we'll do what we can to help.

If there aren't any issues but you decide against your gift for any reason, we are happy to offer a refund (excluding P&P cost, unless the item is faulty) if the item is returned in its original packaging within 14 days of the date of delivery. 

We can't accept returns on food items for hygiene reasons.

To arrange a refund please email hello@bearhugsgifts.com with your name, order number and details of the item(s) you'd like to return and why.

All refunds will be processed within 7 working days of the return being received and refunds will be made via the original payment method.

Please note that we cannot provide a refund if a customer provides an inaccurate delivery address which results in the order being lost.

WHAT HAPPENS IF MY GIFT IS RETURNED TO SENDER?

If your recipient is not home when a delivery is attempted and 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 for a fee for £4.00.

If an incorrect or incomplete delivery address is provided, there is no guarantee that the gift box will be returned to us at BearHugs HQ. If it is however, we will get in touch with you straight away to let you know. Again, we are happy to re-send your BearHug if you would like us to for a fee of £4.00.

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

  • Email

    hello@bearhugsgifts.com

  • Postal Address

    90 Stevenson Road, Sheffield, S9 3XG

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