Terms of service

- ABOUT US
This website is operated by Boog and Bear Ltd (registered company number 14959685), Unit N2 Blackpole Trading Estate East, Blackpole Road, Worcester WR3 8SG. Throughout these terms, "we", "us" and "our" refer to Boog and Bear Ltd. You can contact us at hello@boogandbear.com.

By placing an order with us you agree to these Terms of Service, together with our Shipping, Refund and Privacy policies, which you can find in the footer of our website. Nothing in these terms affects your statutory rights as a consumer.

- ORDERS AND PRODUCTION TIMES
Every piece is made to order by our small team in Worcestershire.
Non-personalised items aim to be despatched within 3–5 working days of your order being placed.
Personalised items take 5–7 working days to be made before they are despatched.
Working days do not include weekends or bank holidays, and delivery time is in addition to production time. Choosing express postage speeds up delivery but not production.
If your order contains both personalised and non-personalised items, they will be sent together once your personalised items have been made.
If you have a deadline or any special requirements, please get in touch before ordering at hello@boogandbear.com.

- PERSONALISATION
We embroider and print your personalisation exactly as it is entered at checkout, so please check spelling, capitalisation and spacing carefully before placing your order. We cannot accept returns or offer replacements for errors in the details provided to us.
As each piece is made by hand, there may be slight variations in the placement and size of embroidery and print from the photographs shown.
We reserve the right to refuse or cancel, with a full refund, any personalisation that we consider offensive or that may infringe someone else's trademark or copyright.

- PRICES AND PAYMENT
All prices are shown in pounds sterling. Delivery charges are shown at checkout and in our Shipping Policy.
While we make every effort to ensure pricing on our website is accurate, errors can occasionally occur. If a product is listed or sold at an incorrect price, we reserve the right to cancel the affected order, even after it has been confirmed and payment has been taken. We will let you know as soon as possible and issue a full refund.
Discount codes cannot be used in conjunction with sale products. If a code is applied to sale items, your order may be cancelled and refunded.

- CANCELLATIONS
Non-personalised items: under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days of receiving your items. Please email us at hello@boogandbear.com with your order number to let us know, and see our Refund Policy for how to return your items.
Personalised items: because these are made to your specification, the 14-day right to cancel does not apply. If you need to cancel or change a personalised order, please email us as soon as possible. If we have not yet started making your item, we will cancel it and issue a full refund; once embroidery or printing has started, we are unable to cancel or amend it.
If you are in the EU, you can also use the EU Withdrawal Form found in the footer of our website.
Refunds for cancelled orders are made to your original payment method within 14 days.
We may cancel an order, with a full refund, where there is a pricing or listing error, where information you have provided is incorrect or incomplete, or where we are unable to fulfil the order.

- RETURNS AND FAULTY ITEMS
Please see our Refund Policy for full details of how to return items. If an item arrives faulty, damaged or not as described, please contact us within 48 hours of delivery with a photo and your order number. Faulty items, including personalised and sale items, will always be repaired, replaced or refunded in line with the Consumer Rights Act 2015.

- PRODUCT INFORMATION
We have taken every care to show the colours of our products as accurately as we can. Fabric dye batches, screen settings, lighting and photography can all affect how colours look, so the colour of your item may vary slightly from what you see on screen.
Sizes are given as a guide. Please check the size guide on each product page before ordering.

- CARE
To keep your pieces looking their best, wash inside out on a gentle, cool cycle (30°C), avoid tumble drying embroidered items where possible and never iron directly over embroidery or print. We cannot be responsible for damage caused by washing or drying products without following these instructions.
Please check children's clothing, toys and accessories regularly for signs of wear and stop using any item that is damaged.

- OUR LIABILITY
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for business losses. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

- USING OUR WEBSITE
Our store is hosted on Shopify. All content on this website, including our designs, photographs and text, belongs to Boog and Bear Ltd and may not be copied or reused without our written permission.
Your personal information is handled in line with our Privacy Policy.

- CHANGES TO THESE TERMS
We may update these terms from time to time. The terms that apply to your order are the ones shown on this page at the time you placed it.

- GOVERNING LAW
These terms are governed by the laws of England and Wales. If you live elsewhere in the UK or in the EU, you can also rely on the mandatory consumer protection laws of the country where you live.

- CONTACT
If you have any questions about these terms, please email us at hello@boogandbear.com. Our working hours are Monday to Friday, 9am to 4.30pm, and we aim to reply within 72 hours.