Questions & answers
Everything you might wonder about adopting a rescued bear — and our promise if things don’t work out. If your question isn’t here, just write to us.
Our return promise
Every bear we rehome is one of a kind, and we want every adoption to feel exactly right. If it doesn’t, here’s our promise:
14 days to be sure. You have 14 days from the day your bear (or any other treasure) arrives to tell us it isn’t the right match. Write to us through the contact page and we’ll arrange the return together — please don’t send anything back without getting in touch first.
How returns work. Once we’ve heard from you, we’ll email you a return shipping label. Tuck your bear back into their box (the original packaging is perfect if you still have it) and send them home to us. As soon as they arrive safely, we’ll refund the full adoption fee to your original payment method — usually within 5–10 business days. Original shipping costs aren’t refundable, and the cost of the return label is deducted from the refund unless the mistake was ours.
If something arrives damaged. Shipping mishaps happen, even to well-packed bears. Send us photos within 48 hours of delivery and we’ll make it right at no cost to you — a careful repair, a full refund, or credit toward another friend, whichever you prefer.
Exchanges. Because every bear is the only one of their kind, we can’t offer like-for-like exchanges. We’re always glad to help you find a different friend, and your refund can go toward their adoption fee.
A gentle note. Returned bears must come back in the condition they arrived in. Their adoption certificate is yours to keep either way — no bear holds a grudge.
Frequently asked questions
How does adoption work?
Browse the bears, read their rescue stories, and when one looks back at you, add them to your basket and check out. The moment a bear enters your basket they’re held just for you — no one else can claim them while you finish adopting. Afterward you’ll get a confirmation email, a signed adoption certificate, and your bear’s page moves to our gallery of happy endings.
Is every bear really one of a kind?
Truly. Each bear is an individual we rescued, cleaned, and mended by hand — there is exactly one of them in the world. When a bear is adopted, they’re gone for good, though their page lives on in the adopted gallery forever.
How long is a bear held in my basket?
Adding a bear to your basket reserves them for 40 minutes — plenty of time to check out without worrying someone else will scoop them up. If the time runs out, the bear simply becomes available again (and you can re-reserve them if they’re still free).
When will my bear arrive?
Bears are packed with great care and usually on their way within a few business days. You’ll get a shipping confirmation with tracking the moment they leave, so you can follow the journey to your door.
Can I return my bear if it isn’t the right match?
Yes — you have 14 days from arrival to change your mind. See our return promise above for exactly how it works.
How are the bears cleaned and restored?
Every bear gets a gentle surface wash, a careful mending of loose seams, and any repairs their story requires — always by hand, always keeping the character they’ve earned. We describe each bear’s condition and repairs honestly on their page.
Are the bears suitable for young children?
Our bears are rescued vintage keepsakes, not new toys — they may have older eyes, joints, and stuffing that don’t meet modern toy-safety standards. They’re best suited to gentle homes, collectors, and children old enough to love them carefully (we suggest ages 3 and up, with supervision).
Can I adopt a bear as a gift?
Absolutely — bears make wonderful ambassadors of affection. Ship the bear to yourself to hand over in person, or straight to the lucky recipient. The adoption certificate travels with the bear either way.
Still wondering about something? Message the shop — we answer every letter.