Return Policy

Returns

We hope you love your Paddington purchase. However, if things haven't quite worked out as expected, we're here to help make returning your order as simple as possible.

We gladly accept returns within 30 days of the date of purchase, provided your item is unused, unworn and returned in the same condition you received it, with all original tags and packaging intact. You'll also need your receipt or proof of purchase.

To start a return, simply click here to access your customer account, where you can request a return, cancellation or withdrawal. Alternatively, you can email us at shop@paddingtonbear.co.uk with your order number. If you'd like to let us know why you're returning your item, we'd always welcome your feedback, although this isn't required if you're exercising your statutory right of withdrawal.

Your Right to Withdraw

If you purchased your order online, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

If your order arrives in more than one delivery, the 14-day withdrawal period begins from the day you receive the final shipment.

When you exercise your right to withdraw, we'll refund:

• The full cost of the item(s)
• Your original standard delivery charge (where applicable)

Please note that unless your item is faulty or damaged, you'll be responsible for the cost of returning your order.

Faulty or Damaged Items

We're very sorry if your order hasn't arrived in perfect condition.

If your item is faulty, damaged or you've received the wrong product, please contact us as soon as possible at shop@paddingtonbear.co.uk, including your order number and a brief description of the issue. We'll review your request promptly and arrange a replacement or refund, depending on your preference and your statutory rights.

For customers outside the UK, including the EU, we'll always honour your statutory consumer rights. Where a replacement isn't possible, we'll arrange a full refund.

Refunds

Once we've received your returned item, or you've provided proof that it has been sent back (whichever comes first), we'll process your refund as quickly as possible.

Refunds will be issued to your original payment method within 14 days of receiving your withdrawal request, in accordance with applicable consumer legislation.

Please note that it may then take up to 15 working days for your bank or card provider to process and credit the funds to your account.

Order Cancellations

If you've changed your mind before your order has been dispatched, we'll do our best to help.

Orders can usually be cancelled before they have been fulfilled, which is typically within 4–24 hours of being placed.

To request a cancellation, simply click here to access your customer account, where you can cancel your order online. Alternatively, email shop@paddingtonbear.co.uk with your order number as soon as possible.

If your order has already been dispatched, you may still be able to return it in accordance with our Returns Policy above.

If you have any questions about your order or our Returns Policy, our team will always be happy to help. Simply email us at shop@paddingtonbear.co.uk.

For information about shipping and delivery, click here.

Returns & Refund FAQs

What should I do if my order arrives damaged, faulty or incorrect?

Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, faulty or you've received the wrong product. We'll work with you to put things right as quickly as we can.

Are there any items that can't be returned?

Yes. Certain items cannot be returned unless they arrive faulty or damaged.

These include:

• Personalised or customised products
• Gift cards
• Sale or clearance items
• Sealed media (including CDs, DVDs, vinyl records and cassette tapes) once opened or unsealed
• Food or perishable items

If you're unsure whether your item is eligible for return, please get in touch and we'll be happy to advise.

Do you offer exchanges?

We don't currently offer direct exchanges.

The quickest way to receive a different item is to return your original purchase for a refund and place a new order through our website.

When will I know if my refund has been approved?

We'll email you once we've received and inspected your return to let you know whether your refund has been approved.

If approved, your refund will be processed automatically to your original payment method. Depending on your bank or card provider, it may take up to 15 working days for the funds to appear in your account.

Do I have to pay for return postage?

Unless your item is faulty, damaged or we've sent you the wrong product, return postage is the responsibility of the customer.

If your item arrived faulty or damaged, we'll provide a prepaid return label wherever applicable.

Do I need to give a reason for returning my order?

No. If you're exercising your statutory right to withdraw within 14 days of delivery, you don't need to provide a reason.

If you're returning an item outside of this period but within our voluntary returns policy, we'd always appreciate your feedback, as it helps us improve our products and service.