FAQ
Where are your products made?
All of our products are proudly crafted in our small workshop right here in the UK. Whilst some products do require off the shelf components and parts, we do not sell anything that we haven't created ourselves.
Do you design your own products?
Yes! But not all the time, we believe in supporting other small artists and designers, there are incredible talented people out there who have no interest in creating physical products, we support those people buy purchasing commercial licences to incorporate their design elements in our physical products.
Do you use AI?
We do not sell any products that were designed or created by AI, as stated before we prefer to use the work of real human artists and designers. The only AI we use is for background tasks like research, formatting and rewording of product descriptions and coding etc. No physical product you buy from us was created by AI.
Who do you deliver with?
We primarily use Royal Mail for our deliveries, preferring their Tracked 48 service and in some cases DPD. This helps ensure your order arrives reliably and promptly, we do not use Evri or Yodel due to personal experiences as customers of other businesses.
Do you provide gift wrapping/packaging?
While we don't offer gift wrapping as an additional service, we believe every order should be a special experience! We custom-design our packaging (for most orders) to create a delightful unboxing moment and minimise waste, whether it's a treat for yourself or a thoughtful gift for someone else. This personal touch reflects our care for each item and our appreciation for you, our customer.
What is your returns and exchanges policy?
We offer a 30-day return window if you change your mind, but please note that the cost of return shipping will be the customer's responsibility. If, however, your item arrives faulty due to an error on our part, we will be happy to facilitate a return or exchange at no extra cost to you.
For personalised items, we generally do not offer returns or exchanges, as these items cannot be resold. Should there be an issue with a personalised item that is due to our error, we will gladly exchange it. Please understand that if the fault lies with the customer (e.g., incorrect personalisation details provided), we cannot offer an exchange or refund. We kindly ask you to double-check all personalisation details before submitting your order. If you notice an error after placing your order, please contact us within 12 hours.
Do you do custom orders and requests?
Yes, we do! For our existing products, if you'd like a slight variation (such as a different paint colour than pictured), simply let us know.
For entirely new custom orders, you can use the "Custom Order" option in our website menu or email us directly at sales@bearslovecake.com. Please include all relevant information you think we'll need, and we'll get back to you with an estimated quote. If we require any further details before providing an estimate, we will contact you.
Why does the product I ordered look slightly different to the one on your site?
Our products often feature natural materials like wood and slate, which inherently possess unique variations and imperfections. For example, wood grain differs from piece to piece, meaning no two items, even from the same panel, will be identical. This natural variance is what makes each product truly unique!
For materials like PLA (used in 3D printing), slight variations can occur due to the material's colouring. For instance, our 3D Printed Bearded Dragons are made from a two-toned PLA (pastel pink and green). The distribution of these colours will vary from one dragon to the next, as we cannot control exactly where each colour appears on the finished product, only the colours themselves. These are typically minor variations and will not dramatically alter the overall appearance from the pictures.
How can I contact you?
You can reach us at contactus@bearslovecake.com for any queries or concerns you may have. We're always happy to help!