Terms of Service
Welcome to Posh Bear AU! By placing an order, you agree to the following terms and conditions.
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DISPATCH & PROCESSING TIMES
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All of our products are handmade by Posh Bear™ Au – the original handmade brand. We offer two types of products based on when they are made:
Ready-to-Ship Items
Some of our handmade products (currently including Grow With Me Pants and Beanies) are made in advance and held in stock. These items are clearly labelled as Ready to Ship on the product page and are dispatched within 4 business days of the order being placed.
Made-to-Order Items
The majority of our handmade products, including memory bears, custom keepsakes, dolls & toys, and selected clothing items marked as Made to Order, are made especially for you after your order is placed. These items require additional processing time. Current processing times are listed on each individual product page. We will always notify you of any delays.
Combining Ready-to-Ship and Made-to-Order Items
If your order contains both Ready-to-Ship and Made-to-Order items, your entire order will be dispatched together once all Made-to-Order items are completed. We do not split shipments — all items will be sent in one parcel.
If you have any questions about the dispatch timeline for a specific product, please don't hesitate to contact us before placing your order.
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CLOTHING – Terms & Returns
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Handmade with Care – Please Read Before Purchasing
All clothing items at Posh Bear Au are handmade with love and care. Because of the handmade nature of our products, we ask that you read our policy carefully before placing your order.
C1. Cancellations
Orders can only be cancelled within 1 hour of placing the order. After this time, cancellations are no longer possible.
C2. Returns, Exchanges & Refunds
For full details on returns, size exchanges, faulty items, and refunds, please refer to our:
Return & Cancellation Policy
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MEMORY KEEPSAKES – Terms & Conditions
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Terms and Conditions
By placing an order, you agree to the following terms and conditions regarding our handmade memory keepsakes.
1. Handmade Products
All keepsakes are handmade from clothing you provide. Each one is unique, and slight variations in shape, stitching, or fabric placement are part of the charm and character of handcrafted items.
2. Clothing Supplied by You
Customers are responsible for sending freshly washed garments for use. While we handle items with great care, we cannot take responsibility for any damage or loss during delivery to us.
I do not wash garments - they must arrive clean and ready to work with, as this is essential for hygiene and safety reasons.
Before sending your garment, please:
- Send clear photos of the complete garment so I can see and approve it
- Wait for my approval before posting
- Ensure the garment is freshly washed, clean, and free from any stains
Why this matters: To create a beautiful keepsake for you, I need garments that are:
- Clean and freshly laundered
- Free from stains (including blood, food, dirt, or other marks)
- In good, usable condition
- Hygienic and safe to work with
Important: For hygiene and safety reasons, I cannot work with garments that arrive dirty or stained. This protects my workspace, equipment, and ensures the quality of all keepsakes I create.
If a garment arrives that is dirty, stained, or not as photographed/described, I will need to cancel the order and return the garment to you. In this case, you will be responsible for return postage costs, and the original postage costs will be deducted from your refund.
Thank you for understanding - these requirements help me create the best possible keepsake for your precious memories.
2a. Suitable Fabrics & Pet Clothing Policy
Not all fabrics and items are suitable for creating keepsakes. For a full list of suitable and unsuitable materials, please refer to our FAQ page.
Please note: I am unable to create keepsakes from pet clothing or any pet-related items. This policy exists due to allergen concerns and because I use the same sewing machines for all keepsakes. My workspace and equipment are kept exclusively for non-pet items to maintain the highest hygiene standards and ensure the safety of all clients. Thank you for your understanding.
3. Not a Toy – Safety Warning
Memory keepsakes are designed as sentimental items, not toys. Due to the use of untested fabrics and possible small parts (such as buttons or eyes), they are not safety certified for children under 3 years old.
If the keepsake is for a child, adult supervision is advised. Embroidered eyes are available upon request for added safety.
4. Production Time
Each item is custom made. Standard turnaround time is 2–4 weeks from the time we receive your garments.
Please allow extra time during busy seasons such as Christmas.
5. Returns and Refunds
Due to the custom and sentimental nature of our products, we do not accept returns or offer refunds once production has begun.
If you have concerns with your order, please contact us — we'll always do our best to help.
6. Order Cancellations
- Orders can only be cancelled within 1 hour of placing the order.
- After this time, automatic cancellation is no longer possible.
Refunds are not offered unless in exceptional circumstances.
7. Gift Vouchers
Gift vouchers are available for purchase and can be used toward any memory keepsake.
- Valid for 3 years from the date of purchase.
- Non-refundable and not redeemable for cash.
- Can be used in combination with discount codes unless otherwise stated.
- Please treat your voucher like cash, lost or stolen vouchers cannot be replaced.
8. Shipping Instructions
Shipping Clothing to Me:
Customers are responsible for the cost of sending garments.
Use postcode 3280 (Warrnambool, VIC) to calculate shipping.
We highly recommend tracked shipping to ensure your parcel arrives safely.
You'll receive the full postal address after your order is confirmed.
We are not responsible for lost or delayed items in transit.
9. Local Drop-Off / Pick-Up
Local customers are welcome to drop off or collect their keepsakes for free in Warrnambool.
Details will be arranged directly once your order is confirmed.
10. Instructions & Communication
You will receive detailed instructions by email within 24 hours of placing your order.
If you have any questions or wish to make changes, please contact us as soon as possible.
11. Contact
If you need help or have questions about your order, please contact:
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DOLLS & TOYS – Terms & Returns
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Handmade with Love – Please Read Before Purchasing
All dolls and toys at Posh Bear Au are handmade to order using carefully selected, high-quality materials. Each piece is unique and made especially for you.
D1. Cancellations
Once an order has been placed and production has begun, cancellations are not accepted. If you need to cancel before production has started, please contact us within 24 hours of placing your order.
D2. Returns & Refunds
As all dolls and toys are handmade to order, we are unable to accept returns or offer refunds once production has begun. Personalised items are strictly non-returnable under any circumstances.
Please choose carefully and feel free to contact us before purchasing if you have any questions.
D3. Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery with photos of the issue. In this case, we will cover all return shipping costs and offer a replacement or full refund.
Items damaged in transit: If your item arrives damaged due to postal handling, we will file a claim with the postal carrier on your behalf. Please note that refunds or replacements in these cases are subject to the outcome of the postal claim, which may take time to resolve. We appreciate your patience during this process.
D4. Safety Notice
Our dolls and toys are handmade from carefully selected materials and are intended as decorative or play items for children aged 3 and over. They are not safety certified toys. Adult supervision is recommended for younger children.
D5. Contact
For any questions regarding your order, please contact us before purchasing. We are happy to help!
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INTERNATIONAL SHIPPING & CUSTOMS
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For orders shipped outside of Australia, the customer is solely responsible for any customs duties, taxes, or import fees imposed by the destination country. These charges are not included in the product price or shipping cost.
International orders are shipped on a DDU (Delivered, Duties Unpaid) basis. If a shipment is held at customs and import charges are refused, the parcel may be abandoned and no refund will be issued.
Please note that clothing items are available for international shipping. Memory keepsakes and dolls & toys are currently only available within Australia.
Thank you for choosing Posh Bear™ AU — a proudly Australian handmade brand. Every piece is crafted with love, care, and the highest quality materials, made to be treasured for years to come.
Warmly,
Nadia 🧸