Help

Welcome to our help section. We hope you will find our website easy to use, but if you do have any further questions, please do not hesitate to contact us.

Delivery Information and Charges

Delivery is free to all UK and European destinations. Please note that at present we do not ship outside Europe.

We aim to despatch your order by first class post on the next working day. If we are unable to fulfil any part of your order, we will inform you by e-mail, and despatch the goods as soon as they become available. If you have any special requirements, please email us on customerservice@beares.com or contact us directly on 020 7307 9650. We guarantee to deliver the goods within 30 days.

Please read our Terms and Conditions for full details.

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Payment Options

You can pay online using your Switch, Visa or Mastercard. At present, we do not accept any other forms of payment. After you have provided your shipping details, you will be taken to a secure area where you will be prompted for your credit card details. These will be encrypted and sent to us for processing.

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Cancellations and Returns

If your order has not yet been despatched, please telephone us immediately on 020 7307 9650 quoting your customer number and order number, and we will cancel your order. If your credit card has been charged, we will refund you in full.

If you have already received the goods, you may still cancel for any reason within 7 working days starting on the day after the day you received the goods. If you wish to do so, you must inform us in writing, (by letter, fax or e-mail), quoting your customer number and order number. These details can be found in your confirmation e-mail.

We will refund the total amount of money paid by you for the goods within 30 days starting on the date that notice of cancellation was given. Once you have notified us of your intention to cancel, there is a legal requirement for you to take care of the goods. You must return the goods to us at your cost and we advise you to ensure the goods are adequately insured during any return journey. If you do not return the goods, a deduction will be made from the refund to cover the costs of us collecting the goods from you.

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Privacy and Security

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998. We ask only for the information that is necessary to fulfill your order, and to ensure that your order is processed smoothly. We will not send unsolicited marketing material. Any customer is welcome to enquire about the information we hold about them, and we will promptly amend anything that is incorrect. Email: privacy@beares.com

Security Policy

Security is of central importance when it comes to purchasing goods over the Internet. We consider it our highest priority to ensure that your confidential data is protected. When you place your order with us, we use a technology called Secure Socket Layers (SSL) to encrypt your data before it is sent to us.

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Top 10 Frequently Asked Questions

1. Do you deliver worldwide?
No. At present, we deliver only to the UK and Europe.

2. How long does delivery take?
We aim to despatch your order by first class post on the next working day. If we are unable to fulfill any part of your order, we will inform you by e-mail, and despatch the goods as soon as they become available. If you have any special requirements, please email us on customerservice@beares.com or contact us directly on 020 7307 9650. We guarantee to deliver the goods within 30 days.

3. How do I pay for my order?

4. When will I be charged for my order?
Your credit card will be charged on the day of despatch.

5. How do I cancel an order?
See Cancellations and Returns

6. What if my goods are damaged or defective?
Please inspect goods on receipt. If you find a defect or damage, you must tell us within 7 working days and we will arrange a refund or replacement at no cost to you. Please read our Terms and Conditions for full details.

7. How do I check my order status?
You can track the status of your order by clicking on My Account. This enables you to track which stage your order is at. This section also holds information about any saved baskets you may have, and also your address details from previous orders.

8. I've forgotten my customer number. What should I do?
Click on My Account and fill in your e-mail address in the appropriate section. We will then send your customer number to you by e-mail.

9. Will my personal details remain confidential?
Yes. We only collect information that is necessary for us to fulfil your order. We will never sell or share personal information with third parties unless they are involved in the fulfilment of your order. Please see our privacy and security policy.

10. Do you sell strings for other instruments?
Yes, we have a limited supply of strings for harps, guitars and period instruments but we do not keep large quantities of these in stock, so please call us on 020 7307 9650 to discuss your requirements.

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