Because every bear is personalised specifically for you, we’re unable to accept returns or exchanges on the basis of a change of mind. This is standard for bespoke, made-to-order goods under the Consumer Contracts Regulations 2013.
Damaged or incorrect items
We take great care with every order, but if your bear arrives damaged in transit, or there is a printing error on our part, we will replace or refund it — no quibble.
How to raise a claim
- Email us at hello@heartsandsew.co.uk within 14 days of receiving your order
- Include your order number and a clear photo showing the damage or error
- We’ll review and respond within 2 working days
We’ll arrange a free replacement or a full refund — whichever you prefer.
A note on photo quality
If you have any concerns about your photo before ordering, please get in touch first. We’re happy to review it and advise. We take responsibility for print quality, but we cannot replace items where the result reflects a low-resolution image that was acknowledged at the time of ordering.