Help and Advice
This page has been written to help you use our website. If you cannot find the answer to your questions on this page please do not hesitate to contact our friendly and dedicated customer service team.
Q: How can I contact Golden Bear?
A: You can contact Golden Bear By Phone, Email or Mail. Click here for more information.
Q: I am a retailer and I am interested in stocking Golden Bear Toys. Who do I contact?
A: We have a team of agents across the country that is waiting to hear from you. Please contact customerservices@
goldenbeartoys.co.uk to find out who looks after your area.
Q: Where can I buy Golden Bear Toys?
A: Golden Bear Toys are available online or from all good toyshops up and down the country - for more information, click here to contact our customer service team.
Q: Can I buy spare parts for my Golden Bear Toy?
A: You can purchase most spare parts from our toy spares shop online or by phone. If you cannot see the part you are missing please contact our sales team who will be happy to help.
Q: How do I place an order?
A: Ordering from Golden Bear Toys couldn’t be easier. Simply browse our shop by Character, Toy Type or Age. When you find the product you would like to order chose the quantity you would like and add it to your basket by pressing the’ Add to Basket’ button. To add more products to your basket press the ‘continue shopping’ button and repeat the above until your basket is full of goodies! When you have finished shopping basket press the ‘Proceed to checkout’ button and continue through the checkout. Your order is complete when you are given your order number on our Thank you page.
Q: How do I add or remove an item from my shopping basket?
A: To update the quantities in your basket simply change the number in the white box under the product description and click the ‘Update Basket’ Button. To remove a product from your order click the remove link at the end the product line in your shopping basket.
Q: Can I have my order delivered to a different delivery address?
A: Yes, You are asked for your shipping address first and then a valid cardholder address.
Q: If I order two or more items and one is currently available and the other is on Pre-Order when will my order arrive?
A: If your order contains an item which is currently available on Pre-Order then all items will be delivered by the date specified on the product that is on Pre-Order so the whole order will arrive at the same time.
Q: How can I pay for my Order?
A: With a valid Credit / Debit card including:
Visa / Visa Delta / Visa Electron / MasterCard / Maestro / Solo / Discover / JCB
Unfortunately we do NOT accept American Express or Diners Club.
Q:When do I pay for Pre-Orders?
A: All Pre-Orders are paid for as soon as the order confirmation has been complete. Any items that have then been Pre-Ordered will be sent out on or before the specified date on the product page.
Q: Can I pay by Cheque?
A: To please an order by cheque, please download our order form and return with a cheque made payable to Golden Bear Products Limited to the following address:
Golden Bear Toys, Web Sales, Hortonwood 40, Telford, Shropshire. TF1 7EY.
Q: Is it secure to place an order on www.goldenbeartoys.com or over the phone?
A: Yes, Golden Bear use professional payment partners to ensure that you personal information and card details are safely and securely processed. Once your order has been completed we do not hold on to your card details.
Q: Will my details be passed on to anyone else?
Q: Will I be contacted in the future?
A: Goldenbeartoys.com may contact you in the future to inform you about your order or other products that may be of interest to you.
Q: What delivery services do you offer?
A: We offer standard and express delivery. See below for more information.
Q: Where do you NOT deliver?
A: Unfortunately, er to anywhere outside of the United Kingdom. Golden Bear’s products are distributed worldwide by a number of trusted distributors. Contact us for more information.
Q: How long will my order take to arrive?
A: We offer a full range of delivery methods to make sure your order arrives when you need it.
Q: Do I need to sign for my order?
A: If you chose our standard delivery service your order will be dispatched by 1st class post and you will not need to sign for it. If you chose our express delivery service your order will be sent via courier and will require a signature.
Q: My order has not arrived, what should I do?
A: If your chose standard delivery please leave 14 days for delivery. If your order has still not arrived within this time, please contact our customer services team and we will solve the problem. Express delivery is a guaranteed next day delivery service as long as your order is placed before 12pm. If your order does not arrive before 4pm the next day, please contact our customer service team and they will track your order for you.
Q: Can you guarantee delivery in time for Christmas?
A: To ensure you receive your order in time for Christmas, we recommend you chose our Express Delivery service. This is a traceable and guaranteed service that will ensure your order arrives as quickly as possible.
After Sales Information
Q: I want to cancel my order, what do I do?
A: You are able to cancel your order within 8 days of placing your order. To do so, please contact our customer services team who will arrange for the order to be returned or cancelled.
Q: What is Golden Bear Returns policy?
A: You are able to return your toy within 30 days of purchase with it’s original contents and in it’s original packaging at your own expense. Click here to read our terms and conditions and our returns policy.
Q: I have received a faulty toy what should I do?
A: If you have received a faulty toy, please contact Golden Bear’s customer services team for further advice and assistance.
Golden Bear offer two delivery services to meet our customer's needs. Choose between our standard and express delivery services to ensure that special toy arrives on time.
On despatch you will receive an email to let you know your order is on its way!
Our standard delivery charge is £3.95 per order, irrespective of how many items you order. Your order will be sent via Royal Mail and will be delivered within 5 working days. If you are out, when the first delivery attempt is made, your postman will leave a card to notify you and you can contact your local post office to arrange collection or re-delivery. You are NOT able to trace your order using this service.
Our Express delivery service is perfect for our customers who need their toys in a hurry! Our Express delivery charge is £5.95 per order, irrespective of how many items you order, and delivery is within 24 hours. Please note deliveries will not be made on a Saturday, Sunday or Bank Holiday. Your order will be sent via our designated courier and will be delivered the next working day. This service requires a signature so, if you are out, when the first delivery attempt is made, the courier will leave a card to notify you. You can then contact your local depot to arrange collection or re-delivery. This service is only available on orders placed before 12pm. You CAN trace your order using this service. All Express Delivery orders will be delivered by ParcelForce.
Returns and Refunds Policy
At Golden Bear Products Limited we take pride in the high quality of our products and do our best to only despatch goods in pristine condition. However:
- If the goods we deliver are damaged or defective or are not what you ordered in your order; or
- If you do not receive the goods you have ordered or the quantity delivered is incorrect
you must notify us either in writing or by email or fax at our addresses or fax number stated in our Contact Details within 5 working days of the date of delivery or, as the case may be, the date of delivery we notified to you. Please include your order number and reason for return in your correspondence. If you fail to notify us within this time, we will have no liability to you in respect of the goods and their non-delivery.
Once we have been notified, at your option, we will:
- Replace or repair any goods that are damaged or defective; or
- Make good any shortage in delivery or non-delivery of any goods; or
- Refund to you the amount you have paid for the goods in question
All damaged or defective goods must be returned to us within 5 working days of notification. Products must be returned in the condition you received them including all original parts, packaging and instructions. Please contact our customer services team for our freepost address. If you are entitled to a refund we will refund all monies to the credit / debit card used to place the order, as soon as possible.
NB: If a product is returned free of charge but is not damaged or defective on receipt the cost of the return postage will be deducted from your refund.
Your Right of Cancellation
7.1 If you are an individual and buy the goods under the Contract for purposes outside your business, you have the right to cancel the Contract in respect of all or some of the goods you have agreed to buy under the Contract at any time up to the end of eight working days from the date you receive the goods, except as stated in paragraph 7.3
7.2 To exercise your right of cancellation, you must give us, within the period stated in paragraph 7.1, written notice of cancellation by delivering it at or sending it by post, fax or email to the relevant address or email address shown in Contact Details giving details of the goods (or the goods in respect of which the Contract is cancelled), our order number and (where appropriate) their delivery
7.3 You will not have any right to cancel the Contract under this paragraph to the extent that the goods are made to your specification or are clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or comprise audio video recordings or computer software if they are unsealed by you
7.4 If you cancel the Contract in accordance with this paragraph after the goods have been delivered to you, you will be responsible for returning the goods or as the case may be, those in respect of which the Contract has been cancelled, to us at your cost in the state and condition in which they were when delivered including all original parts, sealed packaging and instructions. The goods must be returned to our address shown in Contact Details within 7 days of the date of the notice of cancellation. You must take reasonable care of the goods until they are returned or sent to us and must not use them
7.5 If you cancel the Contract in whole or part in accordance with this paragraph, we will re-credit to your credit or bank debit card or refund you as soon as possible, and in any event within 30 days of receipt of the notice of cancellation, any sum debited by us to your card or paid by you for the goods in respect of which the Contract is cancelled less any costs recoverable under paragraph 7.6
7.6 If you do not return the goods as required, we may recover them and charge you for the direct costs of recovery