Refund policy
Returns
We have a 30-day return policy for non-personalised/customised items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at archieandbear@hotmail.com.
Please note that returns must be sent to the following address:
Suite 9
Holker Business Centre
Burnley Road
Colne
Lancashire
BB9 6ES
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at archieandbear@hotmail.com.
Personalised Items
As most of our products are made to order and personalised specifically for you, they are non-returnable and non-refundable unless they arrive damaged, defective, or incorrect.
Personalisation includes (but is not limited to):
- names
- dates
- messages
- appearance selections such as hairstyles, clothing colours, or skin tones
- photo uploads
- custom layout choices
Because these items are created uniquely from the details you provide, they cannot be resold once produced.
Please ensure all personalisation details are entered carefully and correctly at the time of ordering, as we are unable to offer refunds for customer input errors.
If your personalised item arrives damaged or there is a mistake on our part, please contact us at archieandbear@hotmail.com within 48 hours of delivery, including photos of the item and packaging, so we can resolve the issue as quickly as possible.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
For damaged items, we require photo evidence of both the item and the packaging.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- personalised or custom products
- perishable goods (such as food, flowers, or plants)
- personal care goods (such as beauty products)
- sale items
- gift cards
If you are unsure whether your item is eligible for return, please contact us before sending it back.
European Union 14-Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be returned:
- unworn or unused
- with tags
- in its original packaging
- with proof of purchase
Returns Postage
During the cancellation period, you are responsible for taking reasonable care of the item to ensure it is returned in suitable condition for a refund to be processed. The item remains your responsibility until it reaches us safely.
For your protection, we recommend returning your parcel using a tracked delivery service that insures the item for its value, as we cannot accept responsibility for items that are lost or damaged in transit.
Please make sure you obtain proof of postage when returning your item. This is usually provided as a receipt by your local Post Office and may be required if the parcel is lost on its way back to us.
We also recommend returning the item securely packaged, ideally using the original protective packaging it arrived in.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at archieandbear@hotmail.com