Terms of service
DAVEY BEARS - Terms & Conditions + FAQ’s
Opening hours are Monday - Friday 10am - 6pm. Saturday by prior arrangement.
* By using Davey Bears, you agree to these Terms and Conditions – Please read carefully *
The Client: (You) is the person who Davey Bears agrees to carry out work and/or supply materials for
The Restorer: Ange - Head Restorer & Cleaning Specialist or Paige - Cleaning Specialist
The Teddy Bear: this term covers any Teddy Bear, Panda, Cat, Dog or any other soft toy
The Contract: these conditions are incorporated in every contract made between Davey Bears and the customer - whether written or verbal
THE PROCESS - When you first contact Davey Bears, we will initially discuss your expectations.
If we agree to accept your Teddy Bear (sadly we can’t take them all) we will book the next available appointment for the cleaning, repairs, or restoration work required.
PLEASE BE PATIENT !
At Davey Bears, your Teddy's well-being always comes first. Careful restoration takes time and attention to detail to ensure everything is done properly. Your bear is safe with us and we kindly ask for your patience so we can give it the care that it deserves.
Please allow at least one month for the work to be carried out before checking in. Due to the complex nature of the work, we are unable to keep everyone updated, as it would take too long each day.
Teddy cleaning and toys that require a lot less work can often be slotted in between the more complex restoration work.
POSTAGE - We highly recommend Royal Mail Tracked 24 or Special Delivery by 1pm.
We advise Clients to ALWAYS use tracked post, as this is the safest option.
On receipt of your Teddy Bear, we will let you know that they have arrived at Davey Bears HQ, as we know how important they are. Using the Tracking Number, you can look on Royal Mails Tracker online and see where they are. Please check this first before contacting us.
RETURN POSTAGE
If you sent your Teddy Bear via post, you will be expected to pay the cost of return delivery; it is not included in the cost of the repairs. We ONLY use Tracked post to return your Teddy. Once your parcel is collected from us and scanned into the Royal Mail system, you will receive all tracking details by email/text.
IN THE WORKSHOP - After assessment for restoration
An estimate of cost can change (up or down) when they arrive at Davey Bears, as photos don’t always reveal everything! If there is a possible increase, we will call you to discuss BEFORE any work starts.
Any other potential repairs we come across will be discussed with the Client, why we feel it’s required, and if agreed, will be itemised on the invoice.
If you decide at this point not to go ahead, you will simply pay for return delivery.
PAYMENT INFORMATION: Payment is due immediately on completion.
Posted Bears - an itemised invoice will be sent via the email you supplied. Please also check your Junk mail! All details for payment by BACs (bank transfer) is on the invoice. We do not accept cheques.
Please note: when you pay - we gwt an instant notification to let us know - so you don't have to.
If you are collecting your bear, you can also pay by Cash or Card - please let us know in advance.
If your Bank asks - YES - we are a registered business and it is a Business Account NOT personal.
After full payment is received, your bear will be dispatched the next working day.
If we receive no payment… After 30 days the Teddy Bear becomes the property of Davey Bears in lieu of payment.
EXPRESS SERVICES for MODERN SMALL PLUSH TOYS - ALL Express Services are payable in FULL at the time of booking so that we can send them back to you without delay, and includes:
* Same day express service - where possible, dependent on workload
* FREE return Tracked 48 postage - if the toy hasn’t been sent to us in a sturdy box, it will be returned in a waterproof, heavy duty recyclable postal bag, the next working day using Royal Mail.
EXPRESS SERVICE 1 - STITCH & STUFF: a Teddy or Toy with an open/torn seam that needs mending, a couple of smaller holes that can be sewn together quickly, plus a small amount of stuffing top up.
EXPRESS SERVICE 2 - SURFACE CLEAN, STEAM & STUFF: a Teddy or Toy which has no holes, a light amount of dust or dirt, but could really benefit with a clean and steam refreshing, plus a small amount of stuffing top up. PLEASE NOTE: any holes found will not be mended.
♨️ Steam cleaning kills up to 99.999% of bacteria, viruses, and pathogens on contact.
EXPRESS SERVICE 3 - STITCH & STUFF + CLEAN & STEAM: Combines both of the above services at a discounted rate.
NOT Accepted for Express Service:
- No vintage Teddy Bears or toys
- No foam crumb filled Teddy Bears or Toys
- No Teddy Bears or Toys which have large holes that need additional fur, or require lining
- Heavily soiled or matted Teddy Bears or Toys - these require our professional Deep Clean service
- Any toy that is over 15 inches / 38cms - so PLEASE measure carefully
HOW LONG DOES IT TAKE?
We often get asked this... Restoration times can vary depending on each Teddy Bears condition and our current workshop schedule. It's not always possible to fully assess the work needed from photos alone and we often uncover additional repairs once work commences. We always take the time to restore to a high standard, so we kindly ask for your patience during the process. We'll let you know as soon as your bear is ready.
100% SATISFACTION GUARANTEE We guarantee our high-quality work for one month from the date of return to you and ask that you inspect your Teddy Bear immediately when it arrives back to you. In the rare event that you are not happy, we strongly encourage you to speak with us. We will do everything possible to rectify any issue so that you are happy, and there will be no extra cost to you.
What do I do if I have a problem?
Please let us know the issue you have together with a photo/s, we can discuss options available to resolve the issue and give you a successful, happy outcome.
HOWEVER… If the issues are deemed not to be caused by failure of any previous work carried out by Davey Bears, and our previous work is still intact, you are liable for all costs to repair the Teddy Bear.
WHAT WE DO NOT ACCEPT & WILL NOT WORK ON (unless specifically agreed beforehand)
Any Teddy Bear arriving in any of the following conditions will be sent back immediately by return post at the Customers expense:
1 - Any Teddy that is NOT booked in for cleaning and is very dirty or has mould.
2 - Any Teddy Bear that arrives smelling extremely badly, e.g. mould spores, or very strongly of cigarette smoke/weed that we are unable to clean/wash for any reason.
We appreciate and respect that smoking is totally your choice, and this is not up for debate.
In a consistently heavy smoking environment, Teddies can become coated with an invisible tar residue, which is known to be carcinogenic, and is therefore deemed unsafe to work on.
3 - With any type of human or animal bodily fluids on or in the Teddy Bear – such as saliva, blood, urine, faeces, vomit, or contaminated water related to any of the aforementioned.
4 - MOTHS - We cannot accept a Teddy Bear with a Moth infestation, as it will infect all other Teddy Bears in the hospital. So PLEASE CHECK BEFORE SENDING in all crevices for evidence - it looks like ‘beach sand’. Bears arriving with a moth infestation will be immediately sent back with no exceptions.
Lavender based moth killer hanging sachets can be bought here: https://amzn.to/4rhgB1S
5 - REAL FUR / ANIMAL SKIN requires a professional Furrier and we do not work on it.
DO YOU ACCEPT INTERNATIONAL CLIENTS? Yes we do worldwide!!
However we are unable to accept any requests from the USA due to the high tariffs introduced and from countries who are at war.
RETURN POSTAGE: We take every precaution to use Tracked, Signed and insured methods when sending it back to you; but please know that once your parcel leaves Davey Bears, we will not be held responsible for any loss incurred that is out of our control. **See Force Majeure**
** FORCE MAJEURE ** Neither party will be liable for inadequate performance to the extent caused by a condition (e.g: postal, customs, natural disaster, strike, factory closure, explosion, maritime peril, act by a public enemy, fire, flood, accident, act of war/terrorism, riot, fire, flood, government action, Internet disturbance) that was beyond our control.
But lastly, if you have read this far... Thank you from the bottom of our hearts for trusting us with your Teddy Bear, it's a pleasure and a privilege to help.
We will do our absolute best to love and care for your cherished Teddy Bear as if it were our own. They will even have their own bed to sleep in! (and cocktails at the parties, but shhh, don’t tell !!!)
Best wishes, Ange @ DAVEY BEARS xx