Help Center
Everything You Need to Know
Below are answers to our most common questions. If you require any other information, just use the button below or email us at lewbearsboutique@gmail.com.
When will I recieve my order?
We aim to have your orders shipped within 14 working days., but we are usually much faster than that. If you require something sooner than that, we offer tracked and express services at an extra cost.
Can I add to an existing order?
Yes. We can add onto any existing order that has not been shipped. If you have not received a shipping email for your order, you can choose the option of 'free store pickup' at checkout and we will add this order to your existing one. This will mean you save on postage but it will put all orders placed back to the first business day in regards to our shipping guidelines. You can add onto any existing order up to three times, after that, extra postage will be required as the shipping weight restrictions will normally incur an extra cost.
When can I collect my order?
If you have selected to pick up your order, you will receive an email when your order is ready to collect. Then if you contact us via the channels detailed in you collection email, we will arrange a time suitable for collection. Our collection times will be during our working hours on Monday, Tuesday, Thursday and Friday. If this is unsuitable, we can discuss other options. Feel free to message us via email; lewbearsboutique@gmail.com or the website.
Do you ship to Northern Ireland?
It is with a heavy heart that we can no longer ship to Northern Ireland, due to new legislation. If anything changes, we will look at this option in the future.
Can I get a refund on my order?
We are unable to refund personalised items, If you receive an order that is damaged, you will need to contact us within 3 working days along with photos and your order number. These will then need to be posted back to us (we no longer cover the postage costs) within 10 working days. you will need a proof of postage to send to us. We will then inspect the damage and replace the item free of charge if appropriate. We don't replace any items where washing instructions haven't been followed. This also applies to local collection. Anything unpersonalised can be refunded if it is returned to us in a new, unused condition, within 10 business days, once a return has been discussed with us via our email (please quote your order number when you contact us via lewbearsboutique@gmail.com). We can then raise a complaint with our courier. Then send the item back to us and we will ship a replacement once we receive the item.
I have a question about something, how do I talk to someone?
The best way to contact us is via our email address lewbearsboutique@gmail.com or via our Facebook page (there is a Facebook link at the bottom of this page). We aim to respond to messages within 24 hours.