FAQs

Orders and Shipping

How long until my order ships?

Orders are processed in 1 to 3 business days. You get an email with tracking once it ships.

How long does delivery take?

US orders arrive 5 to 8 business days after shipping. International orders arrive 7 to 14 business days after shipping.

Is shipping free?

Yes, on every order, worldwide.

Do you ship outside the US?

Yes, worldwide. Your country may charge import duties or taxes, which the buyer pays.

Can I change or cancel my order?

Email support@winterbear.store as soon as you can. We can change or cancel an order only if it has not shipped.

Returns

What is your return policy?

You can return unused items in original packaging within 30 days of delivery. See our Refund Policy for the steps.

My item arrived damaged or faulty. What do I do?

Email us within 30 days of delivery with your order number and photos. We send a replacement or a refund.

How long do refunds take?

After we receive your return, refunds go to your original payment method within 5-10 business days.

Products

Are your ornaments handmade?

Many are made by hand or finished by hand, and the product page says so when we know it. Small differences in color, glaze or finish are normal.

Will the item look exactly like the photo?

We show each product as accurately as we can. Handmade and hand finished pieces can vary a little from the photos, and screens show colors differently.

How big is each item?

The product page lists the size we have on file. Measurements are approximate and are given in inches.

Do the candles come scented?

The product page says if a candle is scented or unscented. If it does not say, email us and we will check for you.

Are any items one of a kind?

The vintage pieces are one of a kind and show some age related wear. The product page says when an item is vintage.

Contact

How do I reach you?

Email support@winterbear.store. We reply within 1-2 business days.