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F.A.Q.

Payment

What payment methods can I use?

You can pay for your online order in the following ways:

  • Visa
  • Visa Electron
  • Mastercard
  • Maestro
  • Paypal

We do not accept American Express.

If you are located in the UK and paying by card, your card must be registered to a UK address.

My credit or debit card was refused

If you are unsure whether your order was successful please contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00.  Or email us at bear@runningbear.co.uk.

Card Payments that have been refused may show as ‘Pending’ in your account.  These funds have not been taken and will be returned to your available balance by your bank.  Please contact the company that issues your card to find out why it may have been refused.

How can I obtain a VAT invoice?

If you would like a VAT invoice please contact us and we can email you one.

Contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00.  Or email us at bear@runningbear.co.uk.

What is your VAT number?

Our VAT number is 838498568

Delivery and Returns

How much do you charge for delivery?

UK Mainland Delivery:

  • Standard Delivery – £3.95 (2-5 days) – Free for orders over £50
  • Premium Delivery – £4.95 (1-2 days)

Please contact us on 01625 582130 if you wish to place an order outside of mainland UK.

Click here to see our delivery policy.

Where is my order?

If your order has not arrived within the specified delivery time, please call us.  You will need your order reference number from your order confirmation email.

Contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00.  Or email us at bear@runningbear.co.uk.

Can I return my product for a refund?

Most items can be returned for an exchange or a full refund within 28 days from date of purchase either by mail or in store.  For full details of our Returns Policy please click here.

Can I return an online purchase in one of your stores?

Yes.  For full details of our Returns Policy please click here.

Do you ship outside Mainland UK?

Not from our online store at the moment but we may in the future.  If you would like to place an order outside Mainland UK please contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00, or email us at bear@runningbear.co.uk and we’ll try and help process your request via our store.

Can I pick up in store?

Yes.  Please select In Store Collection at checkout and you can collect your order from us for Free immediately during our opening hours.  Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00.

Can somebody else collect my In Store order in store?

Yes they can, providing they bring a copy of your order confirmation and your Photo ID at the time of collection.

Using this website

How do I buy a product?

1.       Find the products that you want

Click on ‘Shop’ on our home page to take you to our online store.  Click on the section you would like to browse, e.g. Mens, Womens etc.  Then filter using the choices on screen or scroll down the menu on the right of your page.

2.       Add them to your Shopping Cart

On the product page, choose your size, your colour choice and quantity, then click on the ‘Add to Cart’ button.  A box will appear with the product that you have added saying it has been added to your cart.  You can then ‘View’ cart and choose to Checkout or Continue Shopping.

    • If you choose to ‘Continue Shopping’ the product will remain in your cart until you have finished shopping
    • From your cart, choose ‘Checkout’ when you have finished adding everything that you want

3.       View your Cart and Checkout

Use ‘Your Cart’ at the top of the page to see what is in your cart at any time.  On the ‘Your Cart’ page you can remove products, change the amount that you would like and choose a postage option.  When you are happy with your product and postage choices, click the ‘Checkout’ button at the bottom of the page.

4.       Checkout

Choose whether you are an Existing Customer or a New Customer.

    • Existing customers – please use your registered email address and password to log in, or ask for a password reminder if you have forgotten.
    • New customers – click ‘Continue’.  You will be asked for your name, email address and phone number.  Don’t worry! – We never share your information with anybody else; this is just in case we need to contact you about your order.  On the next page, you will be asked for billing and payment details before you confirm and pay.  Please go to our Terms and Conditions to find out what methods of payment we accept and how it will be taken.

5.       Order Summary

We will send you confirmation of your order and despatch note by email.

I cannot log into my account

Please go to the Sign In page and use the ‘Forgotten Your Password’ link, then follow the instructions to reset your password.

If you still can’t log in, please contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00, or emails us at bear@runningbear.co.uk.

I want to buy something but it's 'out of stock'

If there is an item that is showing ‘out of stock’, please contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00, or email us at bear@runningbear.co.uk and we’ll see if we can help you.

How do I cancel my order?

You may normally cancel this contract in writing within 14 days of placing the order. Should you wish to cancel your order prior to despatch, please also contact us by phone as soon as you can after placing your order to enable us to cancel before it’s despatched.  If you do cancel the contract within this time, and your order has been despatched, any payments made by you will be refunded in full within 2 days of us receiving back the returned products.    Please note also that you are liable to cover the cost of return postage to us and all items must be returned according to the terms and conditions of our returns policy.

Please contact us on 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00.  Or email us at bear@runningbear.co.uk.

Will I receive confirmation of my order?

Yes.  We will send you a receipt of your order in an email immediately after your order has been placed.  Please read and check the details carefully to make sure that they are correct.

If the details are not right, or if you need any help, please contact upon 01625 582130 from Monday to Saturday between 09.30 and 17.30, or on Sunday between 11.00 and 16.00, or email us at bear@runningbear.co.uk.

How do we use your personal data?

Your personal data will be used to provide the information, goods and services offered through our website to you , for billing and order fulfilment.  Our Privacy Policy explains clearly how we collect information, what we do with it and what controls you have.