FAQs
Here are some of our frequently asked questions. If you've still got a question that can't be answered here, please contact us. We are more than happy to help!
(Our favourite topics are cakes and boxset recommendations, but we'll also chat all things Bright Bear too!)
PLACING AN ORDER
How do I place an order?
Placing an order is simple! Simply select the product you wish to purchase, along with any additional extras (such as foil colour and framing etc) and add it to your basket.
I would like to add personalisation to my order, how do I do that?
Some of our designs are personalised as standard, so each will have the option to add the required personalised details on the product page. For our standard prints that you would like to add additional personalisation to, you have the option to add your own personalisation. On these prints, it does cost an additional £2.00. If you can't see an option to add personalisation, please get in touch here.
Can you create a custom order?
Of course! 80% of our orders are custom! All you need to do is drop us a message with your requirements and ideas, and we'll work with you to create the perfect print!
How do I send in my artwork?
For items where we require you to send artwork (photographs, silhouettes, hand and footprints, etc) then please use the file attachment on the product pages when you place your order. Alternatively, you can email hello@brightbeardesigns.co.uk or use our dedicated upload form. If you have any issues with uploading your artwork, please let us know and we will do our best to assist you.
How can I add a frame to my order?
Frames are currently only available to purchase to UK customers due to the extremely high postage costs, and the delicate nature of the frames.
We understand this can be disappointing to our overseas customers, so please drop us a message if you would like to discuss this further.
Why can't I place an order?
If you are based outside of the United Kingdom, then unfortunately we have had to pause our international orders on our website.
Please visit our Etsy store for all international orders:
www.brightbeardesignsco.etsy.com
If you are still experiencing issues, then please do pop us a message in the chat.
MY ORDER
I made an error on the personalisation I submitted, can you correct it?
When you place your order, we ask that you check all spelling and grammar inputted as we cannot guarantee any corrections can be made.
However, we always advise that if you spot an error before your item has been dispatched, please pop us an email with your order number and we will do all that we can to help resolve this for you.
How do I see what my custom or personalised design will look like before it's printed?
When you order a custom design or add personalisation, we send you a digital watermarked proof for you to approve. We do not print or foil any personalised designs until you have approved the proof, so make sure you keep an eye out for any emails from us, including checking your spam folders.
We also advise adding us to your safe senders list. Any delays in approving your proof will delay printing and dispatch, so please be aware of this if your order is urgent.
What is the current wait time on orders?
We aim for all print orders to be made within a 3-5 working day turnaround from purchase to dispatch. When your items are ready for dispatch, you will receive a confirmation email.
If your order is urgent, please let us know and we'll do our best to accommodate you.
DELIVERY & RETURNS
How Much is Postage?
All orders are sent via Royal Mail. Please see here for a breakdown in pricing.
How long will my order take to arrive?
Royal Mail advises that orders can take up to 3 working days from dispatch to delivery for UK orders and up to 7 working days for international orders.
We always send our orders with proof of postage and international orders are sent with tracking as standard.
How will my order be shipped?
All orders are shipped via Royal Mail using the method you selected at checkout.
All prints are posted using eco-friendly packaging.
All unframed prints are posted in a large letter postal box and are carefully wrapped to prevent damage and bending in transit.
As the frames are delicate, we take great care in ensuring these are posted safely to you.
We place the frame inside a foam lined cardboard sleeve, which is then placed inside a small parcel postal box cushioned by corrugated cardboard matting.
My order has not arrived, what do I do?
In the event that you have not received your order within the estimated shipping window, please contact us so that we can track your item.
If your order is still missing, then Royal Mail advise that a period of time must pass after your expected delivery date before your item can be declared as lost:
○ United Kingdom: 10 workings days
○ Europe: 20 working days
○ Rest of the World: 25 working days
What is your returns policy?
You have 14 days from the item arriving to change your mind and send it back to us for a refund. Items must be returned within 30 days of delivery. If the item is not returned in its original condition, you are responsible for any loss in value.
In the rare instance that an item might reach you and you find fault with it, please contact hello@brightbeardesigns.co.uk immediately or use our contact form.
We do ask that you include any photographs of any damage or fault along with all original packaging so we can file a complaint with our courier. We may ask you to return the damaged item for a full refund or replacement.
You are responsible for returns postage unless the item is damaged or faulty.
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
○ Custom or personalised orders
○ Digital downloads
○ Items on sale