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If your concern isn't covered below please email us

Tell me about Lucky Bears Limited
Lucky Bears Limited is registered in England and Wales under number 4383658.
The company's registered office is 457 Southchurch Road, Southend on Sea, Essex SS1 2PH but if you wish to contact us all our contact details can be found here.
We specialise in antique and vintage teddy bears, but also sell a selection of other old, soft toys, new collectable bears and clothes for teddy bears. We are always interested in buying old bears that are in good condition.

How do I make a purchase?
A purchase can be made online, by email, phone, fax or mail. Or, read about our layaway service.

To buy online (using a payment card): -
Don't worry! There is no need to remember the following steps, it's very similar to most e-commerce sites and there is descriptive text and buttons along the way making it easy.
- go to the Online Store and select the item you wish to purchase by clicking "Buy Me", that item will be automatically added into your shopping basket.
- when presented with your basket, if you have finished your selection click "Checkout".
- you will then be asked to input your personal details which are needed to satisfy the order:
If it is your first visit register as a "New Customer".
On subsequent visits login as an "Existing Customer", using your registered email address and password, it will save you re-entering most of your details.
Once registered/signed-in select "Proceed to the Checkout" option.
- on the Checkout page ensure your details and order are correct then select "Proceed to Payment", you will then be automatically transferred to PayPoint, a secure card processor, who will always ask you to input your payment card details.
- finally, you will be automatically transferred back to the Lucky Bears order confirmation page.
- you will also receive an email confirming your order.

Alternatively, if you prefer to order via email, phone, fax or mail please do so - all our contact details can be found here.

Payment can be made using a credit or debit card, a sterling cheque, sterling money order or cash. Any goods paid for by cheque will be held until the cheque has cleared.
All purchases are to be made in pounds sterling.
Cheques should be made payable to "Lucky Bears Limited".
International customers paying by credit card will pay based on the exchange rate at the time their account is debited by the card issuer.

We accept the following payment cards:

Visa Credit Visa Debit Master Card Delta Maestro JCB
visa Visa Debit mastercard delta maestro JCB

The Title and Beneficial Ownership of goods and or services remains with Lucky Bears until full payment has been received.
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I cannot add items into my shopping basket
Please check your browser settings to ensure you have cookies enabled. Details of your purchases are temporarily stored in cookies whilst you are shopping.
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What is the dollar/yen amount of my purchase?
A currency conversion facility is provided for items in your basket. After selecting "Buy Me" for an item you will automatically be taken to see the contents of your basket. You will then be given the opportunity to use the currency convertor. You can always remove an item from your basket or empty your basket if you decide not to progress with your purchase.
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Is my Credit/Debit Card information secure?
Shopping using a card has now become an accepted way to pay for goods or services. We are all comfortable with handing our card to a shop assistant or waiter, or giving our card details to someone on the other end of the telephone. For many people however putting card details into a web site is still uncomfortable, as we are not sure what is happening to the information we are submitting or where it is going.
When you shop with a merchant who uses PayPoint, as we do, you can be assured that your card details are securely encrypted during transport over the Internet so no one can read your card information. The card details are only transported to a Bank to authorise your purchase. We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software using SSL encryption.

Online payments and payment gateway - PayPoint.net
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What about delivery?
We will advise you, by email, when your order is despatched.
UK orders over £50 are via Royal Mail Special Delivery and should reach you by 1pm the day following despatch.
International deliveries are made by recorded International delivery and will take between 3 and 10 days depending on the destination. If urgent, express delivery can be arranged but there will be an additional charge for this, please contact us for a quote.

All parcels have to be signed for on receipt. If the parcel was not delivered and we are therefore unable to obtain proof of delivery from the carrier, we will refund your money without argument i.e. we provide transit insurance with all shipments.

If a parcel has been sent by our normal UK carrier i.e. Royal Mail, but it has not been received, you can check if anyone else has signed for it by using the Royal Mail Track and Trace site for which you will need the consignment number given in your Shipping Confirmation email.
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How much does postage and packing cost?
The cost of postage and packing will depend on both the weight of your purchase and where you live. When you view your shopping cart you will be asked to select your postal region, this will show the cost of postage and packing before you proceed to the checkout. The cost will also be shown on the checkout page.
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What about taxes?
Overseas buyers are responsible for all taxes, duties and charges levied by authorities.
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What if I'm not happy with the goods?
The terms of any contract between yourself and Lucky Bears Limited will not affect your statutory rights
On receipt of an order we will confirm, by email, the details before shipping.
If you receive a product from us you have the right to return that product within 14 days of receipt at your specified delivery address. Provided the product is returned, with it's condition unchanged, you will be refunded the full price. However, the return post and packaging charge will not be refunded unless the product is faulty.
Returns are not accepted for items bought using the layaway faclity unless the goods are faulty.
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Do you retain any information about me?
We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998.
We collect information about you only to process your order and offer you a high level of service.
The type of information we will collect about you includes your name, address, phone number and email address. This personal information will be held securely.
The information we hold will be accurate and up to date. You can check the information that we hold about you online (after login, elect to change your details) or by emailing us. If you find any inaccuracies we will quickly delete or correct it.
Cookies are used on this site. Firstly they are used to track the contents of your shopping cart. Secondly they are also used to automatically recall your log-in details but that is only IF you select the 'remember me' option when you register. Please ensure you do not have cookies disabled on your browser.
We are committed to protecting your privacy and will not pass your personal data to any third parties save for the purposes of supplying the goods concerned which may include passing your details to suppliers, couriers and other sub-contractors for the purpose of fulfilling your orders.
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I've forgotten my password, how can I log-in?
If you have forgotten or lost your password please follow this link - your password will be quickly sent to you via email.
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I need to change my registered account details
At any time during your visit to the site you can select the "Your Account" button. This will allow you to log-in (or register as a New Customer). You will then be given the opportunity to amend the information we hold about you.
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Do you provide a layaway service?
Yes. You can pay for any single item over £100 in either 2 or 3 equal monthly instalments but we can extend this for more expensive items.
You may pay using your credit card, debit card or by cheque(s).
20% of the cost of the item will not be refundable should you decide to cancel the layaway after the first payment has been made.
If you choose to pay by cheque(s) and any cheque is returned by your bank as unpaid an administration fee of £10 will be payable to Lucky Bears Limited.
The item will be shipped once the final payment has been made and, if paying by cheque, the cheque has cleared.
Returns are not accepted for items bought using the layaway faclity unless the goods are faulty.

Please email or telephone us for full details.
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Have the bears been cleaned?
All of the vintage bears and antique bears on our website have been treated for possible infestation and hand cleaned. We do our utmost to deter any 'unwelcome visitors'.
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I have an old bear that I may like to sell, would you buy him?
We are interested in purchasing bears 'born' before 1940 which are in excellent condition. If you have an old bear that you would like to sell please email us clear photos (front, back, both sides, close up of face and any labels, buttons or other identification) along with full details (height, if joints are loose/tight, any rips/tears to fabric, any restoration etc).  It is also helpful if you can advise, if known, how much you would like for the bear.
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Could you value my teddy bear?
No, sorry. Due to the large number of such requests we've received, we are no longer able to provide this service. We recommend you take the toy to a nearby auction house which offers appraisals or send clear photos and full details to an online auction house which you might find on the internet.
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Could you help identify my teddy bear?
No, sorry. Due to the large number of such requests we've received, we are no longer able to provide this service. We recommend you take the toy to a nearby auction house which offers appraisals or send clear photos and full details to an online auction house which you might find on the internet.
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How do I make a complaint?
When dealing with complaints we aim to be fair and effective.
Contact us by email, telephone or mail to make a complaint. We will acknowledge a complaint within 5 working days and will advise you what steps we are taking to rectify the problem.
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