FAQ

ORDERS

When can I expect my order?

We’ll always try our very best to get your order to you as soon as possible. We offer a few delivery options. All orders placed before 2.30pm, are despatched the same day.

If you really want to guarantee your order is with you by 1pm the next working day, you can use our Next Working Day (UK Only) delivery option. More info here

What I should do if my order hasn't arrived?

We start processing your order as soon as we receive it and once it’s despatched from us, you’ll receive a despatch confirmation e-mail and a despatch text (if you’ve opted into text updates). Your order is then passed on to one of our delivery partners who are responsible for making sure it arrives with you on time.

Please refer to our delivery page for details on estimated delivery times. If your estimated delivery time has passed, please get in touch with the Brown Bear Customer Care team.

PAYMENT

How can I pay for my order? Is it safe?

We accept all major types of payment including Visa, Mastercard, American Express and PayPal. We also accept Payment via Amazon. We take your security very seriously and you can be sure that your details are safe with us. We use Stripe, Amazon and PayPal as our trusted payment providers and they offer the highest level of security and encryption, so you can be assured that all your details are safe. You’ll notice when you’re checking out or looking at your account, pages are secured and this is indicated by the padlock icon in your browser’s address bar.

Can I pay for my order over the phone?

Unfortunately, we do not currently accept phone orders.

DELIVERY

How long does delivery take?

We start processing your order as soon as we receive it. It’s then despatched as quickly as possible with one of our delivery partners. Our aim is to get your order to you in as little time as possible. Depending on the type of service you’ve selected at checkout, we’ve provided some estimated delivery times for your order on our delivery page.

How much does delivery cost?

On orders under £40, delivery costs vary, depending on which delivery service you choose. On orders over £40, you will have the option to choose free standard delivery at checkout (UK Only).

Our base cost for any sales to the EU sale below 2kg is £9.99 and anything over will be £15.99 up to 30kg. Any additional weight, we reserve the right to pause the shipment.