Customer Help

FAQ

Delivery information

What are the delivery options for UK delivery?

Click and Collect: FREE for all orders - Your order will be ready for collection from the selected location within 24 hours of order being placed online.

Standard Delivery: Flat rate of £3.95 to the UK - FREE for orders above £75.00. Your order is shipped through one of our courier partners and is fully tracked. Delivery is within 2-3 working days.

UK Next Day Special Delivery: £5 valid for orders placed Monday to Thursday before 1pm. Orders placed on Friday before 1pm are delivered on Monday, orders placed on Saturday and Sunday are delivered on Tuesday. Your order is shipped through Royal Mail or FEDEX and signature is required upon delivery. Please note that Next Day delivery to the UK islands cannot be guaranteed.

Do you offer overseas delivery?

Standard Delivery: Flat rate of £7.95 to Europe, £9.95 to the USA / Canada / Australia / NZ and £15.00 to the rest of the world. Your order is most frequently shipped through Royal Mail in the UK and then through their local overseas partner, and requires a signature at delivery. In the very rare event of the parcel being delayed overseas, our customer team might not be able to trace your package since the international section of the transit is not tracked. Delivery is normally between 7 and 15 days.


Express Delivery: Valid for orders placed Monday to Thursday before 1pm. Orders placed on Friday before 1pm are delivered on Monday, orders placed on Saturday and Sunday are delivered on Tuesday. Your order is shipped through FEDEX International and is fully tracked. You will be sent an email confirmation once your order has been dispatched with tracking information. Delivery time is normally 2-3 working days in Europe and US/Canada, up to 4-5 working days for the rest of the world.

How soon is my order dispatched?

Ollybear Online Ltd make every effort to dispatches your order within the same or next working day after placing the order. It may, however, take longer during very busy periods such as Sale. Express deliveries are always packed and despatched as a priority. If for any reason a delay of more than 3 working days is expected we will inform you.

PLEASE NOTE: Our working days are Monday - Friday excluding bank holidays. Saturdays and Sundays are NOT classed as working days.

Can I track my order?

Tracking number is available on your Ollybear Online Ltd account when shipped with most of our delivery partners. If your order is despatched using FEDEX International you will be sent an email confirmation once your order has been dispatched with tracking information.

Do I have to pay import duty?

It is important to note that customers living outside the European Union may incur local taxes and import duties, which may involve slight delays. The customer is solely responsible for the payment of any of these additional charges that may be imposed. These local fees are not included on the Ollybear Online Ltd's invoice

How will my order be packaged?

Ollybear Online Ltd will make every effort to package your order with loving care, wrapping it in tissue paper and carefully sending it waterproof delivery bag so that you receive your order in perfect condition.

Returns information

How long do I have to return an item?

If, for any reason you wish to return an item then we are happy to offer a refund or exchange (including sale items but excluding personalised products) provided that the goods are returned to us within 14 days from date of arrival (subject to our terms and conditions).

Once your return has been received we will email you within 5 working days to confirm that an exchange has been sent.

How long does it take for my refund to be processed?

For refunds please allow 5 – 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

How do I return an item?

Simply fill in the Returns Form enclosed with your order. Please remember to feature your full name & original Delivery Note number for us to process quicker.

Package your items carefully; with each item in condition you received it and with all labels attached (including hangers). You will be responsible for the returned items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery, and waterproof packaging.
For all UK customers we will send back the exchanged products to you free of charge. If the value of your exchange exceeds the amount paid in your original order we will require additional payment. If you hold a Paypal account, it is easy for us to send you a money request, simply supply in the Returns Form the email address linked to your account. To pay by card please phone us on UK 01698 535325 or wait for us to phone you when the parcel has arrived with us.

How do I return an item if I am overseas?

Simply fill in the Returns Form enclosed with your order. Please remember to feature your full name & original Delivery Note number for us to process quicker.

Package your items carefully, with each item in the condition you received it and with all labels attached (including hangers).You will be responsible for the returned items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery, and waterproof packaging. If the value of your exchange exceeds the amount paid in your original order we will require additional payment. We also require additional payment for sending out all International exchanges. If you hold a Paypal account, it is easy for us to send you a money request, Simply supply in the Returns Form the email address linked to your account. To pay by card please phone us on INT +44 1355 244535 or wait for us to phone you when the parcel has arrived with us.

Are there any exceptions to the returns policy?

Ollybear Childrenswear will only accept unworn, unwashed or faulty merchandise for return or exchange. Please note all Gift boxes are non-refundable.

In the interest of hygiene, all underwear and swimwear must be returned in original packaging and condition with tags in place. These items must only be tried on over garments. Ollybear Childrenswear will not accept any underwear, swimwear or tights without their original packaging intact.

Will I receive a refund for the shipping costs from my original order?

Original shipping charges will not be reimbursed under normal circumstances. Shipping charges will be applied to orders that qualified originally for FREE UK delivery, if the remaining amount of the order, after reimbursement, does not reach £95.00.

We do not refund shipping charges for returns or exchanges unless it is due to a manufacturing defect or if the incorrect item has been shipped, whereby we will also pay for the cost of the return postage (up to a maximum of £3.50). We will offer you FREE UK standard shipping on the new item that we ship back to you for the exchange.

What If I cant return my item in the time frame specified?

Please contact us if you think the time frame will be an issue, Ollybear Childrenswear will try, where possible to find a solution which may help.

How do I return a faulty or incorrect item?

Please contact us before returning your item(s), letting us know the fault or reason why your goods may be incorrect and we will advise you how to return it accordingly. Ollybear Childrenswear may require photos of any items with defects before accepting any return.

Returns Address
Ollybear Childrenswear (Returns Department)
Unit 4, Block 6 Trading Estate
Third Road, Blantyre Industrial Estate
Blantyre
GLASGOW
G72 0UP

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