Frequently Asked Questions
We’ve answered some of our most common questions below. If you need anything else, feel free to contact us.
Orders & Production
When is my order confirmed?
Orders are confirmed and processed once payment has been received.
How long does it take to receive my order?
If the product is in stock, we aim for a 1–3 working day turnaround.
If the item needs to be made, turnaround time is 5–7 working days unless otherwise stated.
Shipping
How do you ship orders?
We ship nationwide via Pudo lockers. Please provide your preferred Pudo locker location at checkout.
Can I use my own courier?
Yes. Select the “own courier” option at checkout. We will notify you via WhatsApp once your parcel is ready for collection. Please do not send your courier before receiving confirmation.
Can I collect my order?
Yes. If you are local to Somerset West, we can arrange a convenient collection time once your order is ready.
Returns & Exchanges
Can I return or exchange a product?
Yes, provided the item is unused and in its original condition. Please email us with your invoice number to initiate the process.
Who covers return courier costs?
The client is responsible for courier costs for returns and exchanges.
Are sale items eligible for return?
Sale items and items listed in the “less than perfect” catalogue cannot be returned or exchanged.
Damaged Items
What if I receive a damaged item?
Please email us within 3 days of receiving your order and include clear photos of the damage so we can assess the situation.
What types of damage are not covered?
Normal wear and tear, damage caused by alterations, negligence or incorrect use, and incorrect cleaning.
Memory Bear Specific
How long does a Memory Bear take?
Turnaround time is typically 4–6 weeks from confirmation of receiving your clothing items.
What materials can be used?
Most fabrics besides wool can be used.
How many clothing items do I need?
Adult shirts: 2–3, Baby grows: 8–9, Receiving blankets: 2.
Can Memory Bears be used as toys?
We recommend decorative use only for long-term preservation.
What happens to leftover fabric?
Larger pieces are returned to you. Smaller offcuts are donated and used in dog beds for shelter animals.