The Bear Family

Order

Payment

Delivery

Return and refund

Contact us

 THE BEAR FAMILY

We are Laura and Eduardo, we are a couple and we are based in Copenhagen, Denmark. We started the webshop in August 2017 to share with you the brands we love. We also represent some brans for wholesale so if you would like to sell our brands in your shop/eshop contact us at hello@thebearfamily.dk

Know more about the bear family dk

Where is your stock?

We chose to start our adventure as a market place as we start from scratch with no budget :)

All the orders will be sent by the brand you bought from.

 ORDER

Is it possible to order somewhere else than online?

No. We only sell online at the moment but stay in touch for possible pop up shop, fairs and other events.

The product I wanted is out of stock?

Do not hesitate to enter your email to receive an alert when the product is back in stock. If you cannot wait to know please email us at hello@thebearfamily.dk we will be happy to give you more details if possible.

 PAYMENT

How can I pay my order?

We accept Paypal which means you can pay through paypal via your paypal account or by card (master and visa).

Is it a secure payment?

Yes, paypal ensure the safety of your payment.

The payment can't go through?

If you are in Denmark, give us a call us and you can use mobile pay.

I don't want to pay online?

If you don't want to pay online, you can call us and pay via mobile pay (you have to be in Denmark).

 DELIVERY

I just place my order. When is delivery planned?

The orders are processing within 24-48h during working days. Please bear in mind that during seasonal holiday the lead time can be longer. You can track your order on your customer account. If you have any question contact us at hello@thebearfamily.dk.

Can I choose my delivery mode?

No. the brands choose which delivery services they offer. We do our best to offer you the best delivery for a reasonable price.

Fleur de Soleil uses GLS. You have to be present for the delivery. Do not hesitate to choose your professional or neighbour address if possible.

I missed the delivery, what should I do?

No worries, the delivery company should have left you a note in your mail box with a number you can call to reschedule a delivery or choose a picking point near you. If it wasn't the case, please contact us at hello@thebearfamily.dk

Can I change my delivery address?

Once the package is on its way we cannot change your address anymore. If you realize you made a mistake, contact us as soon as possible with the correct address so we can do the correction before the shipping.

I can't plan a delivery in my country, what should I do?

We don't delivery everywhere. If you can't place an order in your country please contact us and we will give you a quotation to deliver in your country. Bear in mind that we may not be able to deliver in your country at all.

 RETURN AND REFUND

I want to return my order, what should I do?

You have 14 days after you place your order to return your order. We will refund you after we receive and check the product is in good condition. Please email us before to let us know you are about to send you order back at hello@thebearfamily.dk

1: Prepare your package: Place the product in the original packaging.

2: Put your invoice inside so we can have your order number and name.

3: Go to the post office and send it to:

The Bear Family Dk c/o Eduardo Ebbesen – Ungarnsgade 19 4 -2300 Copenhagen - Denmark

The return cost is at your expenses expect if the product was defected or it there was a mistake on your order.

Please keep the receipt of the post office till we confirm we receive your return package.

Is it possible to exchange the product I ordered?

Yes, email us at hello@thebearfamily.dk to tell us which product you will have to receive in exchange. Return your product at The Bear Family Dk c/o Eduardo Ebbesen – Ungarnsgade 19 4 -2300 Copenhagen – Denmark and the brand will send you the new product as soon as we receive your return product. The new delivery and return costs stay at your expense.

I returned my order: when do you refund me?

As soon as we receive your order back and check the product is in good conditions. We do our best to refund you as soon as possible.

CONTACT US

I would like to meet the Bear Family, is it possible to visit you?
At the moment no :( we don't have a shop but subscribe to our newsletter to receive the latest news.

I like the brands you have on the eshop and as a retailer I will like to sell them too?
Happy to hear we have the same taste! Contact us at hello@thebearfamily.dk to receive wholesale information.

We love the Bear Family and we will love to talk about you, how to contact you?

Wow, so nice! You can contact the Bear Family via email at hello@thebearfamily.dk