Terms and Conditions
If you are tempted to adopt one or more of the bears from our Shop Page, once the order has been confirmed you are entering into a contract with Elizabeth Foster Design and Framing trading as Haven Bears and agree to be bound by the following terms and conditions.
We aim to post our bears within 2 days of receiving the order (weekdays.) If this is not possible for any reason we will let you know. We usually post on Mondays, Wednesdays and Fridays, within the UK all our smaller bears are sent by Royal Mail Signed For or Standard, either First or Second Class depending on which option you choose at Checkout. Big bears (21") are sent by Parcelforce 48 Hour and may take slightly longer to reach you. For parcels being sent overseas we use Royal Mail International Tracked and Signed. Some of these options allow us to track the parcels should there be any problems with delivery and they all include a level of compensation in the unlikely event of them going missing altogether. If you need the bear by a certain date, please let us know this when ordering and we will do our best to make sure it reaches you in time. Within the UK we can offer "Special Delivery Next Day" as an option if the bear is needed quickly, please contact us to arrange this as an additional charge will be necessary. Once the parcel has been dispatched we have no control over how long it will take to reach it's destination. Usually parcels sent by "First Class Signed For" will be delivered the following day but this is not guaranteed, "Second Class" can take 2 or 3 days and overseas parcels can take one or two weeks or longer if the parcel is held in Customs.
The privacy of all our customers is respected at all times and your details will never be passed on to a third party unless there is a lawful reason why we have to do so. Some of you receive our Newsletter by post and following the introduction on 25th May 2018 of the General Date Protection Regulations we requested that all of you on our mailing list re-confirm your agreement to receiving the Newsletter. From 26th May onwards we will only send it to those of you who responded to this request so if you do still want to receive the Newsletter and other mailings from Haven Bears please let us know using the Contact Us page of the Website. You are free to unsubscribe from our Mailing List at any time, please just let us know you wish to be removed from the list. We do not send out general mailings by email, we only use email to send photo's of bears that we have been requested to make, to advise when a bear has been posted or to respond to emails sent to us.
When purchasing items from our Website Shop proceed to Checkout and you will be taken to the secure Paypal payment site. Payment can be made by debit or credit card or by Paypal account if you have one. We do not store or have any access to your credit card details when you pay online. If you do not like to make payment online you can contact us by telephone and payment can be made over the phone by debit or credit card. If you choose this option, we will destroy your credit card details once the payment has been made, we do not store them, ever. If you are happy to wait a little longer for the bear, we do also accept payment by cheque, contact us to make arrangements for this. We do not charge VAT on any of our bears.
If you wish to spread the payment for your bear, we will accept payment by layaway. The total cost of the bear including postage can be spread over a period up to 3 months. Three cheques should be sent, the first dated at the time of the order and the other two spread out over the three month period and once the third cheque has been banked and cleared, the bear will be posted out to you. Please contact us to make arrangements for payment by Layaway and to reserve the bear so we can remove him from sale on the website and eliminate the risk of him selling to someone else in the meantime.
We are always happy to take on special orders for the bear of your choice. All our bears are "One of a Kind" so we cannot duplicate a bear we have already made, but we will make similar bears if you have a particular preference. To discuss the choices please contact us either by e-mail or telephone and we will be delighted to help. If a bear requires a particular purchase of fur we may ask for a deposit to be paid with the balance and postage cost being paid once he is made and you have seen a photo and are happy to go ahead with the purchase.
All the designs, original work and images of our work are protected by copyright and are the property of Elizabeth Foster Design and Framing trading as Haven Bears. Please do not copy or use any of our images in any format without obtaining our permission first.
We want you to be totally delighted with your purchase from Haven Bears. If for any reason you are not entirely satisfied with your new bear, please contact us within 14 days of receiving your order and you will be sent a cancellation form. The bear must be in its original condition, with the tag attached and in the original packaging and returned within 14 days of the cancellation being confirmed for a full refund of the cost. The refund will be issued on receipt of the item. The customer is responsible for paying for the bear to be returned unless there is a fault.
Personalised items that cannot be resold cannot be returned. For example if the pad or paw is personalised with a stitched date or name, we would not be able to resell that bear. If however a mistake had been made in the commission, you will be offered the option of a full refund or to have the error corrected.
We reserve the right to alter the website at any time. This may include product details, prices and the terms and conditions. Every effort is made to keep the website running smoothly, however we take no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
If you have any queries regarding any of the above please do not hesitate to contact us.