FAQs

When will I receive my order?

Once you have placed your order, it takes us 1-3 working days to create and pack your item(s) once your item has been prepared we will send you an email to let you know your order is on it's way.

If opting for Standard Delivery you will only see an update once your order has been delivered, this should be within 3-5 days. Please contact us if you haven't received your order within 10 days please contact us.
If opting for Tracked 48 your order should arrive within 2 working days,
If opting for Tracked 24 your order should arrive in 1 working day.

Please note that during busier periods such as the time period surrounding Christmas, there may be a slight increase in dispatch times and delivery times. If your order is time-sensitive we recommend upgrading shipping.

Shipping methods we offer:

Standard Delivery - 3-5 working days
Express Delivery - 2 working days
Tracked 24 - 1 working day
Special Delivery - Next Day Delivery *Guaranteed by 1pm next working day

*Please also note that Next Day is the next working day after dispatch.

If opting for a tracked service you can use your tracking number to see where your order is using the Royal Mail tracking site:

https://www.royalmail.com/track-your-item

Can I change or cancel my order?

We can only change or cancel orders that have not been created or processed for shipping yet.

To make changes to your order or please reach out to support explaing the changes you would like or that you would like to cancel your order as soon as possible by submitting your request via "contact us" form or email us at canvasandbear@gmail.com

Please include your order number so we can find your order and deal with your request as soon as possible.

Can I return or exchange an item?

We do accept returns subject to fulfilment of the following conditions:

The item must have been sold on our online store
The item shouldn't have been used in any way
The item should have its original packaging with all the tags etc.
The return or exchange request is made within 14 days of delivery.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment)

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Items that are non-refundable:

All personalised items are non-refundable, please double check all spellings are correct before completing the order, if you notice a mistake in spelling please contact us ASAP and we will try our best to correct this before dispatching however we cannot guarantee we will be able to change the personalisation.

We are unable to exchange items however you can return your item and repurchase the item you require.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. We recommend shiping your return using a tracked or signed for service as we are unable to take responsibility for any lost items.

Please make sure any fragile items are packed well to avoid any damage during transit as we are unable to take responsibility for any damages.

To request for a return, please reach out to support by submitting your request via "contact us" form or email us at canvasandbear@gmail.com

Please include your order number.

A member of our support team willl respond as soon as possible.

My order has been Returned to Sender. What does that mean?

Shipments are reflected as returned to sender under the following circumstances:

Delivery was attempted more than once but it could not be delivered due to either wrong address or no one being present at the given address
The address could not be found because either it was incomplete or the pin code was wrong
You or someone at your delivery address refused to accept the order

Please contact us to organise reshipment. A postage charge will need to be paid in order for your item(s) to be sent out again.

What payment methods do you accept?

We support:

You can choose any of these payment methods at checkout.

We use third-party payment processing services to process all credit/debit card payment transactions.

These payment intermediaries are PCI-compliant, which is the most stringent level of certification standard that ensures all cardholders’ data is stored, processed, and transmitted securely by using the industry-standard encryption technology.