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Frequently Asked Questions

Placing an order and clothing

How do I place an order?

  • It's super easy just choose your keepsake, add to basket and check out! You will receive an email confirming your order. If your order requires you to send clothing you will receive another email contain all the details for this.

Do I need to pay a deposit?

  • Nope. 

Can I order a gift?

  • Yes. You'll find gift cards with the Keepsakes & Gifts section of the website.

I've received a gift voucher what do I do now?

  • That's great! We hope you were happy to receive your voucher.  On your voucher is a code, just enter this in the promo code box at check and it will deduct the voucher value from your order. If you need any help redeeming your voucher please contact us at collette@bellaandbearkeepsakes.com

How long is the wait time?

  • We work on a slot basis. We have a limited number of slot available each month, once they're booked you will need to wait for the following months slot. We will always clearly display the month slot are available for at the top of the website. Your order will be created within the month stated on the website at the time of placing your order! We recommend sending your clothing to us straight away after placing your order. Please contact us stating your order number if you'd like updates.

I've not heard from you after placing an order?

  • We're really sorry about this, we will have definitely tried to contact you after receiving your order form. Please check your junk and spam folders. If there is nothing in there please contact us at collette@bellaandbearkeepsakes.com or via our socials as we may have incorrect contact details for you.

How much clothing should I send?

  • The amount of clothing needed for each keepsake varies, please refer to the information pages for these. We recommend if you are sending mostly newborn sized clothing popping a few extras in. You can mark these as spare, or make a note of the favourite items for us to prioritise. Anything we do not need to use will be returned uncut with your finished keepsake. If you are still unsure please contact us at collette@bellaandbearkeepsakes.com

Do I need to wash and iron clothing before sending it to you?

  • All clothing should be in a clean state before sending. However, we understand smell can play a big part in a memorial keepsake so you do not necessarily need to wash it before however please unsure it isn't dirty. We also understand stains happen especially when babies are involved, don't worry about these we can do our best to work around stains. If we can't use an item we will return it uncut with your keepsake. Theres no need to iron everything, part of making your keepsake includes a lot of ironing so save yourself a job.

My clothing is really well worn can you still use it?

  • Possibly. The better condition of the clothing sent the better it will work on your keepsake. If there's a couple of small holes we can usually work around them. If you're really unsure please contact us and we can take a look.

Is there any clothing that cannot be used?

  • Most clothing can be used. The only things we definitely cannot use is leather or anything made from a loose knit. Items such as scarves made from fine fabrics may need additional lining to strengthen it, in this case there would be an additional charge. 

Caring for your keepsake

Can I let my child play with their keepsake?

  • No! Our products are not suitable for any persons under 14 years. All of our keepsakes are made from used materials that have been worn, washed and dried over and over, therefore can be delicate. Our keepsakes cannot be safety tested therefore are NOT toys. For this reason we strongly recommend against allowing a child to play with their keepsake. All of our bears and animals are designed for  display purposes only.

Can I wash my keepsake?

  • Bear and animal keepsakes cannot be washed, in doing so you may damage your keepsake. Blankets and cushion covers may be hand washed if really needed and line dried only. Please do not machine wash any keepsakes made by Bella & Bear Keepsakes. 

Sending clothing and receiving your keepsake

Where should I send my clothing?

  • Once you've places an order we shall get an email sent to you with all the details for sending your clothing. Please check your junk and spam folders for this, if you do not receive this then please contact us as we may have incorrect contact details for you.

How long do I have to send my clothing?

  • You have 12 months starting from the date of placing your order to send us your clothing. If we have not received your clothing in this time your order will be cancelled and a refund will not be given. You will be notified via email if your order is cancelled.

How should I send my clothing?

  • We always recommend sending your clothing through Royal Mail using a fully tracked and signed for service. No clothing parcels are opened before we are ready to begin working on that order, this is to prevent clothing from different orders becoming mixed together. Therefore please ensure your name is clearly wrote on the OUTSIDE of the parcel so it can be identified. We will not be able to inform you of your parcels safe arrival if it is not named.

I'm sending clothing for multiple keepsakes, can I post in one parcel?

  • Of course, we'd prefer you did. However, we ask that you separate and label the clothing for each keepsake within the parcel. If you'd like the clothing to be on multiple keepsakes then just let us know.

How do you send my keepsake home?

  • We send the majority of our keepsakes home with Royal Mail using their special delivery service, this is a fully tracked and signed for service which usually arrives the next morning. Larger orders may exceed weight and size limits set by Royal Mail, if this happens your order may be split into multiple parcels and sent with Royal Mail or sent with another courier service using a fully tracked and signed for service. Keepsakes which are not made from your clothing will be sent Royal Mail first class.

Can you return the remaining fabric?

  • Of course! Just let us know when completing your order, there may be a small charge to cover additional postage costs. We are unable to store your remaining fabric for you, if you do not want it returning it shall be recycled or used for product testing for new designs.

Will you ship to a BFPO?

  • Yes! As an ex forces family we understand what a lifeline the BFPO can be when posted overseas, especially for all the good food from home! However from experience as many forces families will understand, unfortunately the BFPO can be a little unreliable and often items can get lost or damaged in transit. Therefore we cannot accept any responsibility for anything lost or damaged in the BFPO service. You may be better having your order sent to a family member or friend for safe keeping until you're back in the country.

How much is postage?

  • It's FREE across the U.K! Yes your read that right! We offer FREE U.K postage on all orders. 

Do you ship internationally?

  • Yes. However, you will need to contact us before placing your order. Shipping charges will vary depending on you location and the size of your order. We will need to price your shipping costs individually. Once we've spoken with you we can open up your shipping zone so you can checkout as usual. 

Payments, Cancelations & Returns

How do I pay for my order?

  • You pay for your order at the check out section of the website. We currently accept credit/debit card payment, Paypal & Apple Pay.

Do I pay before or after I've received my keepsake?

  • All keepsakes must be paid for in full before we are able to begin working on your order. We are unable to offer refunds after a 14 day cooling off period as per our terms and conditions.

Do I have to pay in one go or can I pay in instalments?

  • We accept Klarna payment, just select this option at the checkout.

  • We also accept Paypal's pay in three option.

Can I cancel my order?

  • When you order our website you have a statutory right to cancel your order and receive a full refund for the price paid for the product for 14 days from the date that the order is placed, under the Consumer Protection (Distance Selling) Regulations 2000.  This does not apply to personalised products.

  • If you would like to cancel your order please contact us straight away at collette@bellaandbearkeepsakes.com stating your order number. A full refund will be given within the 14 day cooling off period if we have not received your clothing.

  • After the 14 day cooling off period we do not accept cancelations and refunds will not be given, please refer to our terms and conditions.

I need to cancel my order but I've already sent my clothing? 

  • We cannot cancel any orders once clothing has been received or following the 14 day cooling off period.

Can I return my order and get a refund?

  • We do not accept returns or offer refunds for any personalised order unless the order arrives faulty. Please bear in mind that there is a big variation in the finish of our products due to the variety of clothing we receive. Please contact us if you believe the product to be faulty.

  • Items which are unpersonalised can be returned in their original condition and packaging. They must be returned within 14 days of delivery via Royal Mail, we highly recommend obtaining proof of postage. Return postage charges will not be covered by Bella & Bear Keepsakes. Once we have received your return we can either replace the item or offer a refund minus the original delivery costs.

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