Refund policy

We want your Little Cubs order to be right. If it isn't, we'll sort it out —
and in almost every case you won't need to post anything back to us.

You have 30 days from the day your order arrives to tell us something is
wrong.

How to start

Go to our Contact and Returns Centre, find your order with your order
number and the email you ordered with, and tell us what happened. It takes about
a minute.

Please start it there rather than by email — it's faster for you, it asks for
the few things we need to sort it out in one go, and it means nothing gets lost
in an inbox.

If something arrived damaged, faulty, or wrong

Tell us through the link above and send us a couple of photos: the problem close
up, the whole item, and the shipping label on the bag. Those three photos are
what let us fix it quickly without asking you to post anything back.

Once we've looked at them we'll email you with what we can do. Depending on how
badly the item is affected that's usually a replacement on its way, with you
keeping the original, or a partial refund with you keeping the item. If
you'd rather have your money back instead, say so and we'll arrange it.

Where the problem was ours — damaged, faulty, the wrong item, or a parcel that
never arrived — we refund the delivery charge too.

Please keep the packaging until we've replied. We occasionally need it for the
claim with our delivery partner.

If your parcel never arrived

Tell us through the same link. We'll check with our delivery partner and come
back to you. If it can't be found, we'll send a replacement or refund you — your
choice.

If you've simply changed your mind

That's fine, and you have the same 30 days. Because sending items back to us
costs more than the items are worth, we'll usually offer you store credit
worth 50% of what you paid for the item. Most people find that's the better deal.

If you'd rather have a full refund, you can post the item back to us at your own
cost, unused and in its original packaging. Get in touch first — we'll give you
the address and a reference number, and we can't match up a parcel that arrives
without one.

Personalised items

Anything that has been personalised like the hand-knitted backpack, for
example — can't be returned or exchanged because you've changed your mind. It's
made for one person and there's nobody else it can go to.

Everything else about it is covered in full. If it arrives damaged, develops a
fault, or the name isn't what you asked for, tell us and you choose: a
replacement, or a full refund.

Sale items and gift cards

Sale items are returned on exactly the same terms as everything else. Gift cards
can't be returned.

When you'll get your money

Once we've agreed a refund we'll process it within 3 business days to your
original payment method. Your bank or card issuer usually takes another 3 to 10
business days to show it. If it's been longer than that, email us and we'll
chase it.

Your legal rights

Nothing in this policy affects the rights you have by law.

UK customers: under the Consumer Contracts Regulations 2013 you have the
right to cancel an order for any reason within 14 days of receiving it, and a
further 14 days to send the goods back. Where you cancel under that right we'll
refund what you paid for the goods and the basic delivery charge you paid to
receive them. You pay the cost of returning the goods. This right does not
apply to personalised items. You also have rights under the Consumer Rights Act
2015 if goods are faulty or not as described, and those rights are not limited
to 30 days.

Australian customers: our goods come with guarantees that cannot be excluded
under the Australian Consumer Law. You are entitled to a replacement or refund
for a major failure and to compensation for any other reasonably foreseeable
loss or damage. Where there is a major failure, the choice of remedy is
yours, not ours.

New Zealand customers: the same applies under the Consumer Guarantees Act
1993.

US customers: your rights vary by state and are unaffected by this policy.

Getting hold of us

Our Contact and Returns Centre is the fastest route and is where every
request should start. If something about your situation doesn't fit the form,
email info@little-cubs.com with your order number in the subject line and a
person will pick it up.