Help & advice

Everything you need to know about adopting a pre-loved teddy bear from Bearly Loved. From our rigorous cleaning and safety standards to delivery and bespoke gift options, find all the answers here.

Frequently asked questions

We believe every bear deserves a loving second home, and every customer deserves complete peace of mind. Here are answers to the questions we receive most often about our bears, restoration, and orders.

How are the pre-loved bears cleaned and revived for their new home?

Every pre-loved bear undergoes a careful and thorough cleaning process. We gently hand-wash or deep-clean each bear using gentle, child-safe detergents and fluff up their fur so they arrive fresh, clean and ready to cuddle. We stringently check everything is in place and safe, i.e. eyes and seams etc. 

Do your bears meet UK toy safety standards?

Yes. Reassuring our customers is our top priority. Each bear is individually inspected for safety, ensuring secure eyes, joints, and seams. We only list bears with the UK Safety Standard tag attached which is either UKCA (UK Conformity Asssesed) mark for Great Britain (England, Wales and Scotland) which shows the toy complies with UK safety laws or the CE Mark which is the European conformity mark. This mark remains widely ccepted in Great Britain for toys meeting European standards.

Can I personalise my bear with a gift message or outfit?

Absolutely. We want your bear to be as special and personal as possible. You can include a bespoke handwritten gift message at checkout, and select from a variety of ribbon colours (if we havent got your preferred listed colour, let us know and we will see what we can do for you to suit birthdays, new arrivals, or thoughtful moments. And of course, you can leave the bear as they are for you to add your own personal touch.

Can I request a specific colour or style of bear?

Yes, you can browse our collections by colour and occasion. If you have a specific wish or are searching for a particular vintage style, feel free to contact us and we will happily keep an eye out during our sourcing trips. 

How are the bears packaged for their journey?

Our bears travel in protective, eco-conscious bag (to reuse as you wish) which is designed to keep them safe and dry on their journey. Don't be surprised if you bear arrives in previously used packaging on the outside as we here, are trying do as much as possible for the planet in our own little way.

How quickly do you dispatch orders?

We prepare and dispatch all orders within 1 to 2 working days from our base in Rochester, Kent. We use InPost (so please let us know your nearest InPost location) as we are finding that, at the moment, it is the fastest delivery.

Can I donate pre-loved bears to Bearly Loved?

Yes! We warmly welcome donations of clean, gently loved teddy bears looking for a fresh start. Please get in touch with photos and details so we can arrange the donation process and give them a brand-new adventure.

What is your returns policy if a bear isn't the right fit?

We want you to truly love your bear. If, for any reason, your adopted friend isn't quite the right match, you can return them in their original condition within 14 days of delivery for a full refund or exchange. Please get in touch and we will let you know how.

Find your perfect companion

Every bear has a story waiting to continue. Explore our curated collections of lovingly restored teddy bears and find the one made for you or someone you cherish.