Payment & Delivery & Returns & Refunds

  • To process your order we require that you pay for the product in full.
  • We offer payment by Direct Bank Transfer, credit or debit card (VISA, Master Card, American Express) and Paypal. However, we reserve the right to offer less or more than our full range of payment options.
  • If PayPal method is not available but you wish to use it, please let us know.
  • If you discover that you have made a mistake with your order after you have submitted it to Wake Up Bear, please contact Customer Service. However, we cannot guarantee that we will be able to amend your order in accordance with your instructions.
  • Our bank account details will be shown when you choose Direct Bank Transfer as payment method.
  • We deliver Monday to Friday, excluding bank holidays. If Saturday delivery is required, please contact our customer service.
  • Orders are processed within 1 working day. We try to ship the same day when possible.
  • Delivery charges are calculated automatically at the checkout.
  • All products available in our stock are dispatched at once. If the longer lead time applies, it will be clearly stated in product description.
  • In the unlikely event that your ordered product is not in stock, we will contact you within 24 hours and provide expected lead time. You will decide whether you want to wait for the product to be back in stock or you prefer to receive a full refund.
  • We use Hermes for small and medium parcels and ParcelForce service for large and heavy items. For Next Day delivery we use DPD Nex Day service where possible (next day delivery is not guaranteed by DPD). On your request we can also send parcel to parcel locker.
  • We apply additional cost for shipments to Highlands & Islands of Scotland, Channel Islands and Northern Ireland, Isle of Man & Isles of Scilly.
  • We do not ship to PO Boxes or BFPO locations.
  • Products Mede-To-Order, Hand-Crafted and Personalized require more time to be completed and lead time is longer.
  • Backorders let you place the pre-order for products which are expected to be in stock in approx. 1 week.
  • You have the right to withdraw from this Contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
  • In order to exercise the right of withdrawal, you must inform Us (Made On Moon Ltd. Portland House, Belmont Business Part, Durham, DH1 1TW, e-mail: donot@wakeupbear.com) about your decision to withdraw from this Contract by an unequivocal statement (e.g. a letter sent by post or e-mail).
  • You may use the attached model withdrawal form (attached to all shipments), but it is not obligatory. Unless it stated otherwise, default return address is: Made On Moon Ltd. Littleburn Business Centre, Mill Road, Langley Moor, Durham DH7 8ET.
  • Returns to other, not agreed address will not be accepted or additional cost will apply.
  • We return to you payments without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
  • We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
  • You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We will bear the cost of returning the goods if you use the provided return documents.
  • You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
  • We warrant that the products will be delivered in the quantities ordered and the product will conform with the manufacturer’s instructions or to our product information published at the time of your order.
  • We try very hard to deliver products in excellent condition. However, if Product which was delivered to you is faulty, damaged or does not meet the Product Description on Wake Up Bear Website, you can ask us to repair it, replace it or provide refund.
  • The product is intended to be used strictly in accordance with the manufacturer’s instructions or to our product information.

Delivery Options

  • Now you can collect your order for free from our warehouse in Durham (available for payments via direct bank transfer)
  • Usually available within 1 working day – confirmed by email
  • Available for collection: Monday – Friday 09:00 AM – 06:00 PM & Saturda-Sunday 10.00 AM – 04:00 PM
  • Address: Littleburn Business Centre, Mill Road, Langley Moor, Durham, DH7 8ET, UK
  • Standard delivery (starts with £1.99 +VAT)
  • Depends on size and weight of the parcel
  • Usually dispatched within 1 working day
  • Delivery in 3 – 5 working day safter receiving your order confirmation
  • During high season and Sale, delivery might take a little longer
  • Express delivery (from £4.50)
  • Orders placed before 9 AM are dispatched the same day
  • Delivery in 1 – 2 working days
  • Orders places after 9 AM will be delivered within 2 days
  • During high season and Sale, express delivery might be unavailable.
  • Next day delivery (from £7.50)
  • Parcels are sent via DPD Next Day service
  • Orders placed after 9 am will be delivered within 2 days
  • During high season and Sale, next day delivery might be unavailable
  • Please not that DPD does not guarantee next day delivery
  • If you require parcel to be delivered next day, before noon, etc. please contact us to ensure this service is available
  • Delivery to locker (from £3.98)
  • Parcel lockers are fully automated
  • Lockers that are accessible 24/7
  • No more queues or waiting
  • Go to www.inpost.co.uk
  • Check the nearest available parcel locker
  • Send us the note with choosen locker location
  • Pick your parcel when it suits you

Above information are only part of T&C and cover the most relevant information. We recommend you to ready full T&C.

Please e-mail our team: donot@wakeupbear.com with your enquiry and we will be happy to help.

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