Information

Company Policy : It is always our policy at SilverBear Designs to treat our customers in exactly the way we like to be treated ourselves. We realise that small print is a bore, but it appears that not only to add to our credibility but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own ‘large print’ version. Please note that your statutory rights under the current consumer protection laws are not affected.

Data & Privacy : * See under ‘Refunds & Returns Policy’.

Supply : We undertake to supply you with the goods described in these Web Pages or in our brochure by any date you might reasonably request knowing that our designs and commissions have to be ‘hand-crafted’ and then posted.

If you have an urgent order it is always advisable to discuss your needs on the telephone at 01934 512497.

Items in stock will be dispatched within 10 working days.

Unless we have specifically agreed otherwise, delivery will be within 4 to 6 weeks.

Contact : We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered, to be delivered by your date specified. We will not email you at all without your permission.

Delivery : Obviously you the customer recognise that we do rely on Royal Mail’s postal service or ANC carriers (or any other carrier for overseas deliveries) we try to monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there may be occasions when due to circumstances entirely beyond our control our goods may not arrive at the requested time. Should this happen we will do our utmost to offer immediate despatch of a similar replacement - providing a satisfactory replacement is available. Please remember that all our commissions are bespoke, hand-crafted pieces, therefore no two can ever be exactly the same.

Postage costs for mainland UK delivery are based on the total price of items in your basket as follows:

1 - 10 = 2.95
11 - 20 = 3.95
21 - 40 = 4.95
41 - 60 = 5.95
60+ = 6.95

NB. Commissioned handcrafted pieces may require delivery by Carrier. Such items will be quoted for on an individual basis when placing order.

If you are outside of mainland UK please contact us with the items you wish to purchase and your address (including postal or zip code) and we will provide a cost for accurate postage. If you wish to go ahead with the purchase we can send you a payment request via PayPal which you can either pay using your credit or debit card (no sign up required) or login and use your PayPal account if you have one.

Guarantee : In the light of the foregoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our products and service. Again you should note that your statutory rights under the current consumer protection laws are not affected.

Refunds : * See ‘Refunds & Returns Policy’.

Payment - Commissions : Due to the nature of commission work whereby each piece is individually designed to your personal requirement , we will ask you for a payment of 50% of the total value of your commission on placement of your order. We will contact you during the week in which your order is to be despatched to arrange payment of the remaining 50% to be made by cheque or charged to your Credit Card.

Payment - Online Shop : Payments are accepted via PayPal.com - a secure and free service for customers to pay online merchants. You can use most major UK credit and debits cards with this facility and you do not have to sign up to pay.

Complaints : We do not have a procedure - because we have never got to that situation.
Clearly we take any complaint very seriously and would expect you to contact us immediately.

Refunds & Returns Policy : If you are not completely satisfied with your item(s) or any other item purchased from us, please contact us by email not later than 7 days after the receipt of your purchase.You will be issued with a ’Return Goods Approval Number’ covering only the purchases to be returned as specified in your email. Refunds cannot be given without an accompanying valid ‘Return Goods Approval Number’. We will only refund money to the value of the returned item(s) as specified on your original order - less Postage & Packaging. Items must be returned in their original packaging including any accessories and posted to us in original mint condition within 5 days of receipt of your ‘Return Goods Approval Number. Should any damage have occurred to the presentation box the cost of the box will be deducted from your refund.All UK returns must be sent via Royal Mail Special Delivery. Outside Mainland UK returns must be sent by International Registered Mail guaranteed delivery. Please note all mailing costs incurred shall be the responsibility of the customer.Returns cannot be accepted after 7 days.Returns will be assessed in our workshop and refunded accordingly as above within 30 days of receipt.

Non Refundable Policy : No refunds will be provided for used items. Exclusively commissioned and specifically designed items are non refundable.

Damages : Please contact us immediately in the case of claims for defects or damages. Claims made after 2 days of receipt of your delivery will not be entertained. Refunds will not be given for items or other items with damages caused through a customer’s neglect or misuse.* SilverBear Designs are compliant with the Consumer Protection Act, which provides a 7 day ‘cooling off’ period following placement of an order. During this time goods may be cancelled or returned providing they are unused and in their original packaging - (see Non Refundable Policy).

Privacy Policy : At SilverBear Designs we are committed to protecting your privacy, we will therefore only use any information we collect about you in accordance with the Data Protection Act (1998). This information will be used only to process your order and to ensure we can give you our best service. The information we collect is typically your name and address, telephone number, email address and credit / debit card details. We do not collect or hold sensitive information about you without your full consent.

Final Note : Any concern that you might have regarding security, privacy or complaint in connection with making a purchase online may always be taken up with our office by email or telephone.




© SilverBear Designs - Handcrafted Leather and Jewellery