Normal Shipping Resumes
Covid -19 - As the country opens back up, all normal postal procedures resume! All orders are being taken, packed and shipped as normal! We ship quickly using Hermes or Royal mail 1st class delivery!
Shipping Delivery & Returns
*Please read completely before placing an order*
We want you to be entirely satisfied with every purchase made from Arctophilia Bear Making Supplies we have worked hard to source a range of high quality goods for you to purchase. We are always on hand to help and advise you, remember to please email us immediately if we do not answer the phone.
Domestic United Kingdom Tracked Shipping
Shipping is calculated by weight.
Once you enter checkout and have filled in your home address, a dropdown shipping box will appear.
You can choose either our Royal mail or Hermes services.
International Tracked Shipping
It is impossible to set algorithms to calculate the exact shipping costs in customer order carts especially if you are international, as customers are based in many different countries around the world and therefore fall into different postal zones. International shipping is estimated in your cart.
OVERPAID SHIPPING - You will be refunded when your parcel is weighed and shipped.
UNDER PAID SHIPPING - We will invoice you to pay the correct amount of shipping before we despatch your parcel.
International Countries meaning all counties in zone Europe and zones 1, 2 & 3.
Small orders are quick and easy to pack, larger orders can take over an hour of time to cut, pick and pack. Our staff time and costs to ship orders are covered in our shipping charges. They always cover our handling time, packing supplies and delivery.
We try to process and ship your package well within the legal consumer 28 days, depending on how busy we are. Remember during busy holiday periods this will become more difficult. International shipping can take longer arrive. You are provided with a tracking number, which you can access in your account.
Check Delivery Options
We have ensured you have a good range of delivery services for you to choose from. Remember when ordering to use the scroll function on the choice of postage box in your cart. The postage price is reflected by the actual weight and size dimensions of the items you have ordered. When your postage cost with royal mail reaches £10.00+ it is better to choose Hermes.
We always work hard to achieve a fast and efficient delivery, but we make no binding commitment to meet any performance objectives. We assure you we do our best to keep the delivery process to a minimum, we always give our handling, packing and delivery process more importance. During busy periods delivery can take longer.
Out of stock Items
Please understand although we do have an efficient stock control on our website we sell from multiple platforms and it is impossible to control everything at all times. If when we pack your order an item is out of stock you will recieve an immediate credit.
We shall not be liable for any losses, costs, damages or expenses incurred by the customer, or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. We always use tracked mail.
Delivery of the Goods shall be made to the Customer's address and the Customer shall make all arrangements necessary to take delivery of the Goods whenever they arrive.
Everything we send out is sent by recorded mail to ensure safe delivery. This provides a better guarantee for us and our customers. You are provided with tracking numbers.
Damaged in Transit
Should any damage be identified on opening the package you must notify us of such damage within 48 hours of receipt. As soon as we receive the damaged items back, replacements will be sent out and you will be reimbursed for the cost of returning the damaged items to us.
This will be a rare occurrence as all packages are double checked before leaving here. You must notify us of any shortages within 48 hours of delivery. As far as we are able, we will make good the shortage otherwise we will reimburse you the cost of the shortage.
You must notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, you must not damage any manufacturers packaging or use the items. As far as we are able, we will exchange the items, otherwise we will reimburse you the cost of the returned items. In both instances we will reimburse you the cost of returning the items to us.
We will not accept liability for goods lost in transit. All parcels are sent by a recorded tracked mail. We will however help you deal with the delivery company if this does happen. Please notify us of non-receipt within a reasonable period of time i.e. no more than 14 days from placement of UK and Eire orders and 30 days for overseas orders.
We ensure the safety and prompt delivery of your parcel by sending everything by recorded tracked mail.
We have ensured you have a good low cost range of delivery services for you to choose from. We only charge a small packaging fee. Remember when ordering to use the scroll function on the choice of postage box in your cart. The postage price is reflected by the actual weight and size dimensions of the items you have ordered.
Royal Mail : 1st class Recorded - 1-3 business days delivery from despatch
My Hermes: 3-5 days delivery from despatch
Any Special offers of FREE DELIVERY are collected and delivered by Hermes.
The Returns Process
If you wish to return an item for exchange or you have decided not to keep it contact us within 2 working days of delivery.
Please contact us by email or telephone.
If agreed you can then return the goods to us by recorded delivery, in new unused condition in the original packaging this must be done within 7 days of receipt,
Used or soiled goods are non returnable.
We ask that all items returned to us are sent by Royal Mail tracked delivery.
Return postage costs are non-refundable.
We do not accept returns on paper patterns due to copyright infringement .
If returning goods for exchange, please note that you are responsible for any return postage and further delivery costs when we send out your exchange.
Office Return Address:
Office address only we are not open to the public
Arctophilia Design Studio
14 Kingfisher Way
10. In the event of any goods sent by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, you must notify us within four working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory.
11. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier.
This returns policy does not affect your statutory rights