Terms and Conditions

By placing an order with Country Bear Cookies, a trading name of Country Bear Holdings Ltd, you agree to the following Terms & Conditions.

1. Payment and order confirmation
Payment is required to confirm online orders. Until payment is received, your order cannot be guaranteed. For orders placed via invoice, pro forma payment is strongly recommended. We reserve the right to cancel any unpaid orders on the delivery date. The issuance and receipt of an invoice are considered confirmation of your order. As we may have turned away other customers to process your order, invoices will remain payable in the event of cancellation or postponement.

2. Delivery and shipping
We deliver all orders on the date specified in your order confirmation. Deliveries are undertaken by Country Bear Cookies or our trusted couriers. Please ensure someone is available to receive your order on the delivery date. If there is no one present, we will attempt to leave the order in a safe place (e.g., with a neighbour or at a reception). However, we cannot be held responsible for re-delivery, and your order will be left at the address you have provided.

For orders delivered to a workplace or location with a mailroom, we cannot accept liability for the handling or treatment of your order once it has been signed for.

If arranging your own courier for collection, we recommend booking a van or car, rather than a motorbike. Once your order leaves our facility, we cannot be held liable for any damage incurred during transit. Any issues with the courier should be directed to the courier company you have chosen.

3. Returns and refunds
All our products are made to order, and we do not accept returns. Refunds, credit notes, or replacements will be issued only if you receive the wrong product or if the product is found to be of unsatisfactory quality. If you are dissatisfied with your order upon delivery, please contact us within 24 hours of receipt. We will not accept complaints after this period.

4. Corporate gifting and deliveries
For corporate gifts, we offer a tailored service to ensure your orders arrive perfectly presented and on time. We take special care with corporate packaging, including custom labels, ribbons, and packaging designed to suit your company’s branding needs. Please note that corporate orders are shipped via Royal Mail as the primary delivery method, with DPD available as a secondary option for larger or time-sensitive orders. As all our products are freshly baked, we cannot accept responsibility for delays caused by external factors, such as postal strikes or adverse weather conditions. For larger or urgent corporate deliveries, please contact us directly to discuss delivery options.

5. Use of photographs
We may use photographs of your order on our website, blog, or social media platforms such as Twitter and Facebook. If you prefer that we do not use images of your order, please inform us at the time of placing your order. We will be happy to accommodate your request.

6. Order modifications and cancellations
If you need to modify or cancel your order, please contact us as early as possible. Orders cancelled more than 7 days before the delivery date will receive a full refund. Cancellations within 2 to 6 days will receive a 50% refund. Orders cancelled within 48 hours of the delivery date are non-refundable, although we may issue refunds or credit notes at our discretion.