Customer Service

Terms & Conditions

At Willow Tree Bears we want your experience to be a pleasant and convenient one. We also feel that having the right information at your fingertips helps to make the entire purchasing process run a little more smoothly.

These terms and conditions apply to the use of this website at By using our website and/or placing an order, you agree to be bound by these terms and conditions.

Ordering From Us.

To make a purchase online select the item you require and add this to your shopping cart. Once you have finished browsing and you are ready to checkout click on the "Checkout" button and you will be required to enter some details that enable us to complete the order.

As part of our checkout process you will be given the opportunity to check your order and to correct any errors.

Payment can be made using our secure online payment facility (WorldPay) or via telephone on 01625 441 699. We accept PayPal, Mastercard, Visa Credit or Debit Cards, Visa Electron, JCB, Amex & Maestro.

Willow Tree Bears holds the right to refuse an order when the goods are not available, if there has been a product or pricing description error or where we cannot obtain authorisation for the payment of your order.

Once your order has been placed, you will receive a confirmation email of the details.

If any of the items you require are out of stock, we will contact you by e-mail or phone to give you an expected delivery date. You can then decide whether to wait for the item to arrive, choose another product, or cancel the order. We will at this point issue a full refund should you choose to cancel the order.


Free Economy Recorded Delivery on all UK orders over £20. Please allow 3 - 4 working days for delivery.

Items ordered after 3pm may be posted the following day.

Orders £20 and under will be charged at £3.45 Economy Recorded Delivery.

First Class Recorded will be charged at £3.95. Please allow 2 - 3 working days.

Special Delivery Orders (next day) (Monday to Friday)  will be charged at. £5.95

Northern Ireland, Scottish Highlands, Channel Islands, may take longer so please allow for this when ordering. Next Day Guarantee does not cover these destinations.

International Postage Cost £20.00

Postage will be charged for any replacement items, meaning if an item is sent back and a replacement is required then we have the right to charge for reposting the item at the standard rate. Please note personalised bears may take up to 6 weeks for delivery.

Cancellations and Returns Policy.

If you wish to cancel your order you should notify us by email or telephone before we dispatch the goods to you.

If goods have been dispatched then the order cannot be cancelled and a return would be required for a refund. Please see below. Where you have placed an order through our website, you have 7 working days from receipt of your goods in which to advise us in writing, by email, fax or phone that you do not want to keep the goods and require a refund or exchange. Please note our postage cost will be deducted from the refund.

After we have acknowledged your request to return the order, please follow these simple steps to make the process as smooth as possible:

The goods should be returned in the condition in which they were received. Should there be any signs of damage, smoke or misuse, we will not be able to refund the goods.

Please retain the packaging for all goods. The goods must be returned in their original undamaged packaging and in a resalable condition to allow a full refund. If we receive goods in an imperfect condition a refund will not be issued.

Once the goods have been received and we have inspected them, we will confirm the refund amount due to you and make the refund payment within 7 days, using your original payment method. Please note that the original delivery costs or your cost of posting to us will not be refunded. A final cancellation letter together with your refund receipt will be posted to your nominated address.

Please note for card refunds it can take up to 7 working days from the date that we process the refund for your account provider to credit you with the amount due.

Faulty items must be reported to us within 3 days of delivery. We will then arrange for a refund or replacement as appropriate to that particular item. Please note that Willow Tree Bears must receive all faulty items before a replacement can be dispatched. Postage will be charged for any replacement items, meaning if an item is sent back and a replacement is required then we have the right to charge for reposting the item.

If the packaging appears to be damaged on delivery, note this on the delivery form or machine before signing. If you sign without noting any possible damage, you are accepting the delivery as undamaged, this could effect any future claim on the delivery company and your ability to return the item.

Please note that all personalised gifts cannot be returned.

Some pieces cannot be exchanged with an identical product due to the low production numbers on many items we stock.

Privacy Policy

This privacy policy sets out how Willow Tree Bears uses and protects any information that you provide when you use this website. Willow Tree Bears is committed to ensuring that your personal information is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Willow Tree Bears do not disclose buyer’s information to third parties. Data collected by this site is used to fulfil customer orders and to notify customers of new products or special offers.

Willow Tree Bears may change this policy occasionally by updating this page. You should check this page from time to time to ensure that you are happy with any changes.