FAQs
Can't find your answer below? Send us a message and our support team will get back to you as soon as possible.
Payments & Shipping
How do I make payment?
We accept all major credit and debit cards, Clear Pay and Klarna. You will only be charged for available stock.
Are duties and taxes included on my order?
UNITED KINGDOM
Duties and taxes do not apply.
OTHER INTERNATIONAL
By Teddy is not responsible for any import duties, taxes, customs fees, brokerage fees or any other charges issued by your local government. These charges are the responsibility of the recipient and the funds are received exclusively by your local government.
How do I track my order?
An email will be sent confirming we are packing your order and once your order has left our fulfillment centre, your tracking information will also be included in this email. Alternatively, you can use our tracking forms below.
How long does shipping take?
Orders are shipped Monday to Friday excluding UK Bank Holidays.
Please allow 1-2 business days for order processing. This may take longer during special releases, major holidays and sale periods.
Royal Mail Tracked & Signed to the UK (only) is 3-5 business days.
Where do you ship from?
We ship all orders domestically from the UK.
What shipping carriers do you use?
We use a variety of carriers depending on the size of package. Your delivery will come either via Royal Mail, DPD, or Evri.
Returns
How can I return my items?
Please email hello@byteddy.co detailing your return and you will receive returns approval (RA Number). Once accepted you can send back your parcel with the details we provide.
How long will it take to receive a refund?
Once you’ve sent your items back to us, you should receive your refund within 7 working days of it reaching our warehouse. It can take up to 14 days for your return to reach us. If you haven’t received your refund in this timeframe, please email hello@byteddy.co so we can investigate this for you. You will need to share proof of return with us, sharing the tracking number and receipt so please keep this to hand.
Will I have to pay for my return?
Yes, you have to cover postage for a return.
How can I track my return?
You’ll receive tracking emails informing you of the progress of your return.
Orders
Why I have not received my order within the estimated time?
Please check the following before contacting our customer service team:
- Check you have received an email confirming your order has been dispatched.
- Check the tracking information that is included in your dispatch confirmation email using the relevant link.
- Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
- Check nobody at your address has taken the delivery on your behalf
Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.
Please contact the carrier andhello@byteddy.coand we’ll do our best to resolve the issue as quickly as possible.
Can I amend something on my order?
Unfortunately, we are unable to amend any details or addresses on orders once this has been processed at our fulfilment centre.
Can I cancel my order?
Unfortunately, once your order is processed we are unable to cancel your order.