1. Where are your products made?
Bear and Sparrow is a 100% Australian Owned, Designed and Made brand. We are located in Brisbane where a small team (Tony and I) work to create beautiful handmade items from top quality materials for your little ones room.
2. How long will it take to get my order
We aim to get orders completed as quickly as possible without ever compromising quality. All of our products are made to order and usually take between 2-3 weeks plus postage time. If you have an urgent order please let us know when you check out by leaving us a message. Or contact us prior at firstname.lastname@example.org to discuss your needs
3. The colour I want isn’t on your colour chart
Too easy. We aim to please and want to make sure you love your product. This means getting the colours you want. If the colour you want isn’t on our colour chart simply let us know at check out, or better still drop us a line at email@example.com and we can discuss it.
4. Do you do custom orders?
ABSOLUTELY. We love a challenge. If you have an idea for something you would like made. Or you love something we make but would like to tweak it slightly, contact us at firstname.lastname@example.org to discuss your vision. We love to make your dreams a reality.
5. How much does shipping cost?
Great question! If you live in Australia we don’t charge for postage. Happy days! If you are ordering outside of Australia, please contact us at email@example.com so we can send you through an estimate on postage costs. Please note due to the value of our items we only ever ship internationally with a courier and ensure all of our parcels are tracked and insured.
With our international shipping, please be aware that some countries have import taxes you will need to pay for. Bear and Sparrow does not cover any of these associated costs, so please make sure you are aware of them before you order. Some countries like Germany will charge you 19% of the total value.
On that note, please be aware, as we insure our products we send overseas, we are not able to mark the item as a gift or write a smaller value. If we do, not only is this illegal (let’s not go there) it means we aren’t insured for the full value of the item either and we are not in a position to do that.
6. Returns and Exchanges
If you receive a product from us that isn’t in perfect condition, please contact us at hello@bearandsparrow and send us
photos of the damage. We take great pride in our work and want to make sure that you get only the most breathtakingly beautiful products. We do not offer any returns for change of mind. Sorry.
Please keep in mind that we will ask you to return any damaged items to us, so it is always a great idea to keep them packaging to make this easier for you.
If you have given us the wrong address or haven’t collected your parcel or asked for a redelivery in the required time frame from our courier and it is returned to us. Please be aware that of course we will resend your item to you, but you will be required to pay for the reposting fees.
7. Do you offer Layby?
ABSOLUTELY. We get it that sometimes you need a little time to pay things off. So we offer you layby. Please email us at firstname.lastname@example.org for more details.
Better still we offer AFTERPAY now! Eeeep I now, such an awesome service. Simply select Afterpay at checkout if you wish to use it.
8. My item hasn’t turned up yet?
Arghhhhhh I hate it when this happens. But don’t worry. Simply contact us at email@example.com and we will
look into it straight away. This is why we use couriers, so we know where your products are at all times.
Of course postage is out of our control, but we will always do everything we can to contact the courier and follow up the package for you. Making you happy is so important to us.
9. Can you leave my product at the door?
We know people are busy and often out and about and having parcels left at your door can seem like a good idea. However we only send items that require a signature on delivery. This way we know YOU receive it and not someone else.
If the item is small and less than 500g we do however send this with the Authority to Leave.
10. Do you have brand ambassadors?
Yes we do. We work closely with one main stylist @thestylingmama (check her out she is amazing) however occasionally we do accept applications for brand enthusiasts. If you are interested in becoming a brand enthusiast let us know. Send us the details of your instagram page and tell us why you would like to work with us to our email firstname.lastname@example.org
Have you got a question that we haven’t answered? Please feel free to drop us a line at email@example.com and we will do our very best to reply within 24hours.
Have a beautiful day