Frequently Asked Questions
Ordering
How do I cancel my order?
If you wish to exercise your right to cancel this contract we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the Products, that you have taken reasonable care of the Products and they remain unused and unopened. Contact Form
I have placed an order, will I receive an email to confirm my order has been received?
Yes, once you place an order you should instantly receive an automated email confirming that your order has been received. This email is only an acknowledgement of receipt of your order and your contract to purchase is not complete until the order have been dispatched to you.
If you do not receive this email, please check your spam / junk mail. If you still cannot find this email, the most common reason for this is due to the incorrect email address being entered at the checkout.
Customer Service
What is the best way to get in touch with Customer Service?
The best way to get in touch with our Customer Service Dept is to fill in a Contact Form form on our website. Our CS team will investigate your query and be in touch as promptly as possible.
I have filled out a Contact Us form, when should I expect a response?
Our Customer Service team endeavor to respond and resolve all queries within 24 hours or less depending on the time your query was logged. Due to the volume of queries during the Christmas Season, response times may be slightly longer.
Shipping & Returns
How long does it take for an order to be delivered?
Order by 2 pm for next working day processing, you will be notified of dispatch and estimated delivery time. Working days are Monday to Friday excluding public holidays. Any orders placed over the weekend will be considered as being placed on a Monday before 2 pm.
Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control. Teddybots Ltd is unable to take responsibility for any delays which are outside of their control.
How much will my shipping costs be?
Please note that we try our best to offer the most competitive shipping rates. Where possible, we subsidise the shipping charge and do not pass this in full to our customers. Shipping fees are charged by our third party delivery company. In these cases, unfortunately, we have no alternative but to pass this shipping charge to our customers.
When ordering you can select your region for costs, or contact customer service Contact Form
Can I track my order?
You will receive an email upon dispatch which includes a link to track your order if the order is trackable delivery. Please be aware that there may be a delay between this email and your order being available for tracking.
How do I return an unwanted item that I have purchased online?
If you wish to return an unwanted item, you may do so, once you notify us within 28 days of receipt of the order via the online Contact Form. We will be in touch as soon as we are notified of the return. The item must be unused, in its original condition and packaging with all materials, manuals and accessories intact. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs. You must also ensure that you quote your order reference number on the return. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.
Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Refunds will be applied to the credit card that was used to purchase the item.
You may also return goods purchased online to your local store provided you have a copy of your despatch confirmation email. We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:
- Nursery items, for hygiene reasons
- Computer games, consoles or tablets where the seal has been broken
This does not affect your statutory rights.
Cooling Off Period
There is a cooling off period of 14 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 14 days after the receipt of goods through Online contact form Contact Form
We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being returned, the original delivery charge will continue to apply. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.
My online order was damaged in transit. How do I return it?
Should you wish to return via post, please Contact Form and we can advise of the correct returns procedure.
Do I have to pay to return an unwanted online order?
Yes you will be liable for the cost of returning unwanted goods and must ensure that they are returned in protective packaging. We will only accept unused goods that are returned in their original condition.Please note that we are unable to accept certain goods due to hygiene reasons.
