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Frequently Asked Questions

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Are your products enviromentally friendly?

Yes, we use blends of 100% environmentally friendly wax in our products. we do not use any paraffin or beeswax in any of our products. We do not work with or use materials sourced from companies who continue to test on animals making our products suitable for

vegans. 

What countries do you deliver to?

We are able to offer international shipping on all orders. Please see our checkout for estimated shipping rates. These are subject to change. We are not responsible for any additional tax or duties you may be asked to pay upon delivery.

When will i receive my products?

We currently operate within a 10 day turnaround on bespoke orders. this gives us enough time to hand make your order and allow it to cure. orders for pre-made candles, wax products and burners will be processed on the same day if placed within our working hours. orders placed outside of these times will be processed the following working day.

 

The delivery options available at checkout begin when your parcels are collected by the carrier. Our collection time from the Royal Mail is 14:00 mon-Fri. orders placed after this cutoff will be collected the following day. 

Can I return my product?

Our pre made Candles, wax melts and burners can be returned within 30 days of delivery. We will happily exchange your product, issue store credit or supply a refund. Please notify us via email: james@bearburners.co.uk and return your goods with a copy of your invoice to Bear burners, the old post office, bedesway, ne32 3eg. we aim to process returns within 14 days of receipt.

Please note, pre made products must be unused and in resalable condition. Any bespoke products which are made to order are not eligible for return or refund. if you are not satisfied with your product please contact us.

 

we are not responsible for damage that occurs during return shipment. it is the responsibility of the customer returning the goods to package them safely and cover the cost of return postage. items returned in an unsalable condition will not be refunded.

Sub packages

Our sub boxes are billed monthly and in advance. You will receive your first sub box in the month following your first payment. 

For example, if you sign up on 31st March, You will receive Aprils box, this is dispatched in the last week of April. 

This allows us to plan resources, pour and pack all necessary products so they can leave on the same day. We will always over make to accommodate for breakages, after the first week of the month a small batch of subs will be available to purchase individually for those who may have missed out. 

To cancel your sub package, Either log in to our members area or cancel your reoccurring payment via PayPal. We are unable to cancel sub packages on your behalf.

It is the responsibility of the customer to ensure all delivery address information is correct on both signup and with PayPal. We will be not be liable for return postage costs. Please contact us if you have not received your delivery. 

NOTICE ON AUTOMATIC CANCELLATIONS

We advise you ensure all payment details are up to date with your provider. Our system will request payment twice, before automatically cancelling the subscription for any failed payments. Should your payment fail, you should receive an automated email instructing you how to complete payment within a grace period to ensure you sub service is not cancelled.

missing, Damaged or incorrect items?

Should you receive your delivery and find you have missing, damaged or incorrect items, Please contact us straight away. We ask that you attach your order number, a brief description of your issue and some photographs, including a picture of the product in its packaging showing the dpd shipping label.

Damaged or missing parcels must be claimed for within 7 working days of shipment notification. any claims made after this time will be looked at on an individual bases.

Loyalty Program

Loyalty points are issued on a 12 month rolling basis. any points not redeemed within 12 months will be automatically deducted from your total balance. 

 

Our Loyalty Program may be changedsuspended or terminated at any time without noticeChanges may include, among other thingsmodifying the amount of purchases required to qualify for the various potential Rewards tierschanging the Rewards percentages, imposing additional restrictions, or terminating the Loyalty Program, including outstanding Rewards points and Electronic Coupons. Bear Burners ltd. reserves the right to interpret our loyalty program rules and policies in its sole discretion and will be the final authority on point credits and Rewards qualifications.

Getting in touch

To get in touch, please use the form on our ''contact us'' page or via drop us a message via WhatsApp.

We aim to reply within 48 hours during opening times. During holidays, please be aware our response times will be delayed.

Whilst we try to respond to messages on social media, we receive an incredible volume of mail and notifications, meaning we can often miss messages, this is the same for our personal accounts. 

Should you require an urgent response for queries not listed on this page, please email James@bearburners.co.uk and we will aim to respond as soon as possible. 

My order hasn't arrived?

If your have not received your order, please Ensure your order is now outside of the 10 days + postage option time frame. If this is the case, please contact us. 

IF you have received a shipping confirmation from DPD and are unable to locate or track your item. please contact DPD who will be able to offer a solution. 

If DPD are unable to help. please contact us. 

Can I ammend or cancel my order?

If you have purchased a premade item or a burner you can cancel your order at any time up until you receive your fulfilment notification. this means your item is dispatched and will need to be returned prior to refund.

If you have ordered a bespoke item and change your mind we will not be able to cancel your order.

once you have submitted your order, we will not be able to amend it. if you wish to add further items, please place a new order. this includes adding discount codes and grouping orders.

What payment methods do you accept?

We currently accept Visa, Mastercard, American Express, Paypal, clear pay and bank transfer.

If you prefer to pay by bank transfer please email us and we will send an invoice for your order along with payment details.

Promotional codes and discounts

Occasionaly we have events and run discounts, sales and promotion codes. We also have brand reps who can keep you updated with our latest products. If you become a site member, you will also gain access to our loyalty scheme, allowing you to gather points and exchange them for store credit.

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