Help

Searching for items

You can search for a product using the Search box in the navigation bar. For best results, try keeping your search strings simple.

Browsing for items

You can browse for products by using the left-hand navigation or clicking on individual products or adverts throughout the website. You can also browse for products by manufacturer/brand by clicking the relevant logo at the top of the page.

Purchasing items

When you find a product you wish to buy click to add the product to your shopping basket. As you add items to your basket you will automatically be taken to the basket. From here you can either or return to .

At any stage of your online visit you can see the contents of your basket by clicking on in the top right of the page.

The contents of your shopping basket are held for thirty days so you can come back and continue your purchase at a future date.

To order more than one of any item click on and change the appropriate quantity. You can also remove items from your shopping basket here.

To pay for the items click on the button. This will take you through the checkout process where you will be able to add gift packaging, enter a message, and provide your delivery details before entering our secure server, where you will be asked to enter your debit or credit card details for payment.

If you require any assistance please email us at

Problem with ordering

If you are having a problem completing your order we have listed the most common issues. Click here for help

Payment methods

We use Protx secure server to process online payments. We accept all major credit and debit cards including American Express, VISA, Delta, Mastercard, Maestro, Switch and Solo. Unfortunately we cannot accept Diners Club.

We also accept cheques from UK banks posted to us with an order. Before we send out your purchases your cheque must be cleared which takes about 5 working days from the date we receive your cheque. Please make cheques payable to 'Teddy Bear Friends'. Please add items to your basket and use the checkout process as normal, but print out the Gift Packaging, Address Details and Order Total pages and send them along with your cheque.

Delivery and availability

We deliver to addresses within the United Kingdom and Europe. Click here for a full list of countries to which we deliver

When in stock, products are usually dispatched within 24 hours.

Availability of items is given on the product page. If a product is out of stock, not yet stocked or new please email us at to find out when it will arrive.

Standard Delivery orders are sent using Royal Mail and you should allow 1-3 working days for delivery although we cannot guarantee exact times. Large and/or heavy items may take slightly longer so please allow for this when ordering.

Special Delivery orders (next day) are given priority over Standard Delivery. Orders are sent using Royal Mail Special Delivery which requires a receiving signature and are guaranteed to arrive the next day (Northern Ireland, outlying regions, Scottish Highlands and Islands may take longer so please allow for this when ordering).

You need to order before 2.00pm for delivery next day. Next day service is not available on Sundays or Public Holidays. Orders placed after 2.00pm on Friday will be dispatched the following Monday to arrive on Tuesday.

Note: There is a size limit using Next Day Delivery so please check if ordering a giant teddy bear.

European Delivery orders are sent by Airsure which requires a receiving signature. There are size and weight limits whereby Teddy Bear Friends reserves the right to cancel orders that are too large to be fulfilled.

There's a Problem with a Delivery I've Received

Damaged item:

If you take delivery of a package and the contents have been damaged in transit you must inform us immediately of the problem by email . Failure to inform us immediately of a breakage will render claims inadmissable.

You can return the item(s) to us within 30 days of receipt for exchange.

Defective item:

You have the right to return a faulty item within a reasonable period of time. Breakages and damage through inappropriate usage of the product are not covered by this warranty.

Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.

Wrong item:

As soon as you find out we've sent you an incorrect item, email us at and let us know. Send the original item back to us (customer service will provide instructions on how to do this) and we'll make sure you are not charged for it. We'll send you the correct item as soon as we can.

Returning an item:

If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges (using Royal Mail Standard Delivery) incurred in returning the item to us.

If you are returning an item because of an error on your part or the item is not defective we will refund your payment. However, we reserve the right to deduct any delivery charges incurred in sending the item to you.

Please enclose your order details, full name, address and email with your returned item along with a brief explanation of the problem/reason for return.

Please return items to:
Teddy Bear Friends
6 West View
Ormskirk
Lancashire L39 2DJ

Please obtain proof of posting (free from any Post Office) when returning an item to us.

For full details regarding returns please see our Terms and Conditions.

All sales are covered by our Terms and Conditions