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.

Our opening hours are:

Monday to Friday 11.00am - 4.00pm.

Saturday and Sunday 10.00am - 4.00pm

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

Find a stockist

Can I speak to someone in person?

You can ring our dedicated Merrythought Team Monday to Friday 9am to 5pm and 10am to 4pm Saturday and Sunday. Please note we do not despatch orders at the weekend.

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 7 days a week and has a small museum area, so well worth a visit.

How do I clean a Merrythought teddy bear?

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

Can I have a teddy bear repaired?

We do not offer a repair service at this time. We recommend researching teddy bear repairers/restorers in your local area.

Can you identify a teddy bear for me?

Unfortunately, due to the UK Covid-19 restrictions we are operating with a smaller team and are unable to carry out bear identification at this time. We hope to resume this service after The Merrythought Shop in Ironbridge returns to normal opening hours.

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


Can you provide a valuation of a teddy bear?

For valuations we regret to inform you that Merrythought is unable to carry out this work as this is the domain of antiques experts for which we are not really qualified to give advice. We would suggest contacting an auction house or there are also a number of antiques and collectables magazines on the market which may have useful contacts. We reccomend Daniel Agnew on the following link but please note charges may apply.

What courier options do you offer?

We currently use FedEx, DPD Local 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 choose your local flag from the home page to see our website in your local currency and to see the carriage,import and local tax charges which may apply to your order.

Do I have to pay custom and import charges on international orders?

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

We offer a third party international checkout option from our homepage.

This option offers you the ability to see any applicable tax or import duties before purchase.

Please choose the flag of your country from the top left hand side to access the international checkout.

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 information about a product?

Please click on the plus button next to the Description and Composition and Care 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:


Merrythought Ltd
Merrythought Village

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 received 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.