FAQs

Location:

Deebing Heights, Ipswich – approximately 40mins from Brisbane

Glynde, Adelaide

Appointments

Failure to arrive on time, or close to, may require BearHands to cancel or reschedule your appointment. Dress Bub in clothes with easy to access hands and feet, and in clothes that can become messy. We use a custom made alginate which is safe for pets and children (sodium alginate, calcium sulphate, potassium alginate, diatomaceous earth), however although we try our best to keep it from landing on clothes and blankets, this can be an occurrence based on positioning and movement.

After taking the moulds, we will ask you for your contact details and framing choices. As all orders as custom made, we ask that you check Facebook and the website to gain some insight into your layouts and colours. An invoice will be issued within 2 weeks of your appointment, and frame completion time will be advised (generally 6-8 weeks from appointment). Photos can be emailed to us to add to your frame.

Styles/Colours

If you are looking for a particular colour or style, please let us know and we will try to accommodate this as best as possible. Every order is custom made, so in consultation with our framer we will aim to meet your requirements. 

Delivery/Collection

Home visit clients will have their frame delivered back to them as part of our service fee. Clients who wish to attend an appointment then have their frame delivered will incur additional fees. Although we pack our frames with the utmost care and attention, the courier handling is out of our control, and as such accidents do happen. If you have had a breakage or damage to your frame on arrival, please contact us asap so we can work with you to arrange a repair. 

Gift Certificates

Please contact us to arrange a voucher which will be emailed to you or the recipient.

Gift vouchers are non-transferrable. Expiry dates are three (3) years from the date of issue. Gift vouchers do not need to be used in full. No portion of the gift voucher will be exchanged for cash. 

Payment

All payments must be made in full before products will be couriered or released for collection.

Prices are subject to change without notice.

Refunds/Cancellations

Due to the personal nature of BearHands work, refunds are not possible for change of mind purchases, or after proof has been approved verbally or in writing.

No cancellations can be accepted once your order has commenced.

Should your BearHands product appear faulty, it is required to be returned for assessment, rework, replacement or refund will be offered. Products will remain the property of BearHands should a refund be issued.

If you are unhappy with your BearHands product, we encourage you to contacts via email directly, as it is our intention to create each piece with care and attention. 

Important notes

Please remember that every keepsake is handmade and as such, variations in colour, texture, size, shape, font and style may exist. Sometimes the handmade item may contain small flaws, bubbles, or other imperfections, and while all care is taken to create the keepsakes as close to perfect, the flaws may exist. This is the nature of handmade items and what makes each piece individual and special. Please also note the style of BearHands sculptures varies from other brands and typical ‘insta’ images, and as such, please ensure you view our work and ask any relevant questions regarding our processes.