Refund & Returns Policy

we hope you love your items from us, but if not please see our refund and returns policy below. 


At Cosy Little Bear, most of our products are personalised or made to order. Because of this, we do not accept returns or offer refunds if you change your mind once production has begun.

This does not affect your statutory rights under UK consumer law.

By placing an order, you confirm that you have checked and approved all personalisation details (including spelling, names, dates and colours where applicable) and accept the estimated turnaround time provided at the time of purchase.

We are unable to issue a refund or exchange if your item does not arrive in time. Please ensure that you are aware of our turnaround time prior to purchase. Our turnaround time is 2-3 weeks and items are sent using Royal Mail 48 hour tracked. If you require an item sooner than our current turnaround, please contact us prior to purchase. 

Personalised & Custom-Made Items

As our products are made specifically for you, personalised and custom-made items cannot be returned or exchanged unless they are:

  • faulty or defective;

  • damaged in transit; or

  • not as described or incorrect due to our error.

We cannot accept responsibility for errors in personalisation where the information supplied by the customer was incorrect.

Delivery Issues

If your order has not arrived within the courier's estimated delivery timeframe, please contact us. We will investigate the shipment with the courier before agreeing on the appropriate resolution.

Please note that estimated delivery dates are not guaranteed and may occasionally be affected by circumstances outside our control.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty, defective, or you have received the wrong item, please contact us within 48 hours of delivery by emailing CosyLittleBear@outlook.com. Where possible, please include:

  • your order number;

  • a description of the issue; and

  • clear photographs showing the problem.

We will review your claim and, where appropriate, offer a repair, replacement, refund, or another suitable remedy in accordance with your rights under UK consumer law.

Returns

Please do not send any items back without contacting us first. Returns sent without prior authorisation may not be accepted.

If a return is agreed, we will provide instructions on how and where to send the item.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.