Frequently Asked Questions

Where is Merrythought based?

Merrythought has been hand-making the quintessential English teddy bear in the World Heritage Site of Ironbridge, Shropshire, since 1930. We are based at Merrythought Village, Ironbridge, Shropshire, TF8 7NJ.

 

Can I visit Merrythought?

We would be delighted to welcome you to the Merrythought Teddy Bear Shop at our home in Ironbridge. Not only is this historical shop located next to the famous Merrythought factory, but it is the only retail shop in the world that is exclusively dedicated to Merrythought teddy bears, and it has a small museum area too.

The Merrythought Teddy Bear Shop is open Monday and Friday from 11am to 4pm and Saturday and Sunday 10am to 4pm

 

Where is my nearest Merrythought stockist?
You can find your nearest Merrythought stockist here:

Find a stockist

Can I order over the phone?

Certainly, just phone our web team on 01952 433044 and they will happy to complete your order over the phone.

Do you offer factory tours?

Unfortunately, we do not currently offer factory tours, but the Merrythought Teddy Bear Shop is open 4 days a week and has a small museum area, so well worth a visit.

How do I clean a Merrythought teddy bear?

We recommend sponging the surface of the teddy bear with a light detergent or light cleaning spray and lukewarm water to clean. Please DO NOT immerse the bear in water.

Can I have a teddy bear repaired?

Unfortunately, we do not offer a repair service, but we do recommend Bear It In Mind for teddy bear repairs. You can find them here: http://www.bearitinmind.com/

Can you identify a teddy bear for me?

For identification of a Merrythought teddy bear, please email our Merrythought Teddy Bear Shop at:  [email protected]
Please include good quality photographs of the teddy bear from all angles, and a close up of its label and footpad. 
A member of our team will then get back to you, but please understand that this can take several weeks during busy periods.

Please note that we cannot provide any valuations on any item. 

 

Can you provide a valuation of a teddy bear?

Unfortunately, we do not offer a valuations service at this time.

What courier options do you offer?

We currently use FedEx or Royal Mail.

How long does delivery take?

See our Delivery & Returns page.

How much does delivery cost?

See our Delivery & Returns page here

 

Can I track my order?

Orders can be traced using the tracking number sent to your mobile, or emailed upon request. A signature will be required, and delivery can be re–arranged with the courier directly if necessary.

What if I am not at home when my order is delivered?

If you are not at home when delivery is attempted, a card will be left detailing how the delivery can be re-arranged or where the parcel may be collected from.

Can you deliver to a PO box address?

Unfortunately, we cannot deliver to a PO Box, as our couriers require a signature for every parcel delivered.

Do you deliver to my country?

We deliver to over 50 countries worldwide, please see our Delivery & Returns page for charges.

Do I have to pay custom and import charges if I live outside the EU?

Yes, you will be responsible for paying any customs and import charges for the country in question. 

Is it safe to order online?

Our website utilises128 bit SSL encryption, the Industry standard for Financial Institutions, to process card transactions via Barclaycard’s online system. You can have confidence that this information is held with the very high levels of security you would expect from a major financial services company like Barclaycard.

What payment methods do you accept?

We accept all major credit and debit cards including American Express, Diners Club, Discover and JCB.

We also accept payment via PayPal

What currencies can I use?

The cost of your order will be based on the UK price in pounds sterling, so the cost of the order in your local currency will depend on the exchange rate at the time of purchase. Whilst prices may be viewed on the website in Euros, Yen, and Dollars this is an estimate based on recent exchange rates, and may not be the exact final order price.

Can I use a different payment method?

We currently accept payment via PayPal, and can also process card payments over the phone.

When will my card be charged for the order?

For a standard web orders using a credit card, debit card or PayPal, your card/account will be charged at the point that you place your order.

Where can I find more infromation about a product?

Please click on the plus button next to the Description and Materials for full product information and if you require any further help please ring 01952 43 30 44.

How do I personalise a teddy bear?

For the ultimate gift, why not have your bear personalised?

Simply follow the instructions on the page below, choosing your ribbon and thread colour, and entering up to two lines of text that will be embroidered onto your bear’s paw.

Personalise your Bear

How do I return an item?

Please return to the address below, and follow the advised instructions

Returns Address:

Returns

Merrythought Ltd
Merrythought Village
Ironbridge
Telford
Shropshire
TF8 7NJ

Customer Services 01952 43 30 44

When returning a parcel, please ensure:

  • The item(s) is packed well to ensure it arrives in its original state, and use the original packaging where possible.
  • A letter with your dispatch note is enclosed detailing the order number, your address, contact details and reason for return. (This helps to process the return quickly.)

We will aim to process your refund or replacement as quickly as possible, usually within seven working days.

If you have any questions regarding your returned item please contact us on 01952 43 30 44.

"Please be advised that we cannot be held responsible for items during transit and all returns will be sent at your own cost"

Return delivery charges are only refundable where goods are faulty. 

Please be advised that Personalised products are not returnable unless faulty. This does not affect your legal rights.

How do I know when you have recieved my return?

We will email you on the email address held for the order to inform you of the receipt of your returns and to confirm the refund has been processed to the payment method used for the order.

How long will it take to get a refund?

We will aim to process your refund or replacement as quickly as possible, usually within seven working days.

 

Where are Merrythought teddy bears made?

Merrythought has handmade traditional teddy bears in the World Heritage Site of Ironbridge, Shropshire, UK since 1930 and continue to today.