At The Teddy Bear Nurse, we understand that adopting a vintage or antique soft toy is a matter of the heart. Sometimes, despite our best intentions, a bear might not be the perfect fit for your hug once they arrive.
Because we want both you and our old souls to be completely happy, we’ve made our returns process as friendly and straightforward as possible.
Injuries in Transit
We pack our patients with the utmost care, but shipping can sometimes be a bumpy ride. If your bear arrives injured or damaged:
- Please contact us within 48 hours of delivery.
- Include a few clear photos of the damage and the shipping box.
- As The Teddy Bear Nurse, we will work with you immediately to offer a full refund, or if possible and preferred, we can discuss repairing your bear so they can stay with you.
How to let us know your unhappy with your purchase
- You have 14 days to let us know if your unhappy with your purchase. To notify us please send us an email to ‘theteddybearnurse@gmail.com‘ within this 14-day window and we will try to help in anyway we can to resolve the problem with your purchase.
Returning Your Purchase
- Returning: If after letting using know there was an issue with your purchase and you still would like to return your bear or soft toy to us, then please:
- Pack with Care: Please be aware vintage and antique toys are fragile. Please pack them securely in their original packaging, ensuring they have plenty of padding for the trip.
- Return Address: Please send your bear or soft toy back to ‘The Teddy Bear Nurse, Returns Department, Walwen Cottage, Walwen Lane, Axton, CH8 9DL‘
- Please use a Trackable Service: Because these bears are irreplaceable, we highly recommend using a tracked and insured shipping method. (Please note: return postage costs are the responsibility of the adopter) Then email us the tracking number and any other info to theteddybearnurse@gmail.com.
The Refund Process
Once your bear arrives safely back at our clinic, we will give them a quick health check to ensure they are in the exact same condition as when they left.
- We will then let you know they have been safely returned to us and then it will take 3-5 business days to process your refund after receiving the return.
- Any problems or questions in this 3-5 days please email us theteddybearnurse@gmail.com.
A Quick Note on Vintage Conditions
Our bears have lived long, loved lives. Minor wear, thinning mohair, or quirky repairs are part of their antique charm and history, rather than flaws. We always do our best to detail every little quirk in our photographs and descriptions so you know exactly who you are adopting!
Have a question? Our door is always open. If you are unsure about a return or need advice on caring for your antique toy, simply reach out to us at theteddybearnurse@gmail.com.
Kind Regards
The Teddy Bear Nurse (2026)