SHIPPING POLICY

Custom Cushions and Bears

Order Processing and Dispatch

All orders are dispatched as soon as they are completed, excluding weekends and public holidays.

As our products are handmade and personalised, production times may vary depending on the item ordered and the requirements of your keepsake.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please note that dispatch times are different from delivery times.

Shipping Rates and Estimated Delivery Times

Shipping charges are calculated and displayed at checkout where applicable.

Delivery estimates may vary depending on the destination, courier services, customs processing and circumstances outside our reasonable control.

Please check the shipping options and estimated delivery information displayed at checkout before placing your order.

International Shipping, Customs Duties and Taxes

International orders may be subject to import duties, customs charges, taxes or other fees imposed by the destination country.

Unless otherwise stated at checkout or agreed with you, these charges are not included in the product price or shipping charge and may be payable by the customer.

Custom Cushions and Bears does not control the customs charges imposed by overseas authorities. Nothing in this policy excludes any responsibility we may have under applicable law.

Customers placing international orders are responsible for checking any applicable import requirements before purchasing.

Local Collection

If local collection is available at checkout, you can select this option to avoid shipping charges.

Once your order is ready for collection, we will email you with confirmation and instructions.

Collection days: Wednesday and Friday
Collection hours: 9:00 am–6:00 pm

Please bring your order confirmation email when collecting your order.

Please wait until you have received confirmation that your order is ready before travelling to collect it.

How to Track Your Order

When your order has been dispatched, we will send you a shipping confirmation email containing your tracking number or tracking link.

Please allow up to 24 hours for tracking information to become available after dispatch.

You can use the tracking information provided to follow your parcel's progress.

What If My Order Has Not Arrived?

UK orders

If your order has not arrived within four days of receiving your shipping confirmation email, please contact us so we can investigate.

International orders

If you have concerns about an international delivery, please contact us and we will be happy to assist.

When contacting us about a delayed parcel, please include your name and order number so we can locate your order.

Contact Us About Shipping

Custom Cushions and Bears

Email: jemma@customcushionsandbears.com

Address: 10 Patterdale Road, Kingston Upon Hull, HU5 5AR, United Kingdom.

We will do our best to assist you with any delivery concerns and help resolve problems as quickly as possible.