TERMS AND CONDITIONS

CONTACT DETAILS

Milo Bears is a sole trader business and is owned by Karen De Marco. Our business address is 1 Grove Court, Davenport Road, Coventry, CV5 6PZ.

ORDERS AND RETURNS

We are not VAT registered and so no orders will be subject to VAT. By consenting to our terms and conditions you hereby understand that the items you are ordering are handmade to order and are created specifically for your order. Once your order is placed and payment received we cannot accept any alterations to your order or for the order to be cancelled. It is the responsibility of the customer to fully read the terms and conditions prior to placing their order and making payment.

We operate in accordance with the Consumer Rights Act 2015 and because Milo Bears make and sell handmade goods, they can not be returned for either a refund or exchange.

On completion of your order you will receive an order number – please make a note of this number in case you do not receive an email confirmation. An email confirmation will be sent following every order and it is your responsibility to ensure that your email address is correct.

In the unusual instance that receive your order and it is incorrect or faulty, then you should contact us to discuss this matter and we will do our very best to address your concerns.

TURN AROUND TIME

Every Milo Bear is handmade with love, care and attention and so take time to create. Typically our bears are completed between 2-4 weeks after your order is placed. If you require your bear any quicker, then please contact us and we can discuss the matter with you, however we cannot guarantee that we can meet your request. Whilst we would always endeavour to create your bear and fulfil your order within the 4 week guideline, there may be an odd occasion where your order may take longer than this, due to high demand or extenuating circumstances. However you can be assured that we would always acknowledge you, our customer as soon as possible of any delay.

WITHDRAWN PRODUCTS AND SERVICES

Please note that we reserve the right to withdraw our products and services at any time. Management also reserve the right to refuse an order at their discretion. Please note that we are not liable if any of our services are unavailable.

PRIVACY POLICY

Any personal data and other information provided by you will be treated with care and confidence. Your personal details and contact information will not be passed onto a third party.

SENDER'S LIABILITY

It is your responsibility to ensure that you follow the instructions carefully when sending us the garments to be used in your order. Milo Bears can not accept any responsibility for items lost in the post on their way to us and we would strongly recommend using a secure, tracked and insured method of postage.

It is also the sender’s responsibility to ensure that the correct amount of clothing items are sent for our memory bears and the clothing provided must be in a clean and suitable condition for use. Any clothing that is deemed unsuitable or in cases where items are not fit for purpose, the customer is liable for the postage and packaging costs to return these items if required or to provide additional items.

DISCLAIMER

Please note that due to the nature of the products we sell, each bear is individual and especially made to order and so the images we show are only for illustration and reference purposes only.

All Milo Bears are handmade and made as decorative keepsakes and are not toys and cannot be certified as such. Our memory bears are made from a mix of materials provided by you and so cannot be CE certified.

INTELLECTUAL PROPERTY 

All designs produced are solely owned and protected by Milo Bears and can not be copied or duplicated by any other parties. In cases where people attempt to copy or reproduce our designs, legal action will be taken against them.

DELIVERY AND POSTAGE 

Milo Bears products are posted out to you by Royal Mail Special Recorded Delivery, offering a fully tracked and insured service. Once your bear is ready for dispatch we will notify you via email and provide a tracking reference for your order. Upon receipt of the tracking number it will become the responsibility of the customer to correspond with Royal Mail if there are any queries with a delivery and Milo Bears at this stage, cannot be held responsible.