Faq
Frequently Asked Questions
Ordering & delivery:
What delivery options are there?
Orders are delivered by PostNL in The Netherlands. For other countries PostNL will put the package through to a local shipping company.
For orders with a value from € 100 you pay no shipping costs for standard delivery to your home without an account.
Standard
Your package will be delivered from Monday to Saturday at the desired address by Postnl.
- The delivery person makes one delivery attempt with PostNL. If you are not at home you will receive a note in the letterbox. You can also opt for delivery to the neighbors. If your package has been delivered to a PostNL Parcel Point, it will remain for you for 7 days.
Packages can only be delivered to regular addresses, delivery to Postbus is not possible.
What are the costs for placing an order?
There are no costs for placing the order. However, to finalize your unique Birthbear, you can make your payment by pressing ‘pay’ at the checkout.
What are the shipping costs?
Your package will be delivered from Monday to Saturday at the desired address by Postnl. The shipping costs are free for all orders within Europe.
What is the status of my order?
How nice that you have placed an order with us! Normally you will receive an immediate confirmation by e-mail. One day before shipment you will receive information about the shipment. Our delivery time is 10 working days. We need this time to make a custom bear for you personally.
Can I cancel my order?
The bear uniquely composed by you cannot be cancelled after payment. The bear is taken into production immediately after your order and brought to the correct height and weight.
Can I order from abroad?
We deliver within all countries in Europe.
What is the delivery time?
Delivery time is 30 working days. This can fluctuate strongly due to the labour intensity of the end product. We will keep you informed during the manufacturing process.
Can I have my order delivered to a different address?
Yes, it is possible! When placing your order, you can enter a new delivery address. Sending to a PO box is not possible.
Can I change the delivery address if the order has already been placed?
No, unfortunately this is not possible. In order to deliver your order as quickly as possible, we will get started right away. Unfortunately, we can no longer make any changes.
Can I change my order?
No, unfortunately we cannot make changes to your order. In order to deliver your order as quickly as possible, we will immediately start working on it in our Workshop.
I have received my order damaged / dirty. How do we solve this?
That shouldn’t happen! We are happy to discuss the options with you. Please feel free to contact our customer service support@momma-bear.com and we will come to a good solution together.
How do I place an order?
We are happy to help you place an order.
- Navigate to buy momma-bear.
- Enter the correct weight, height and name.
- Click on place order
- Do you have a giftcard? Enter this at the bottom of your shopping cart at giftcard code Enter.
- Click on pay.
- Enter your details, invoice, and delivery address
- Chooses a delivery method
- Choose a payment method and easily complete the payment.
- Your order has been placed! We’ll send you an email confirmation and get started with your precious momma bear right away
Can I order a gift card?
You can order Gift Cards online from, 25 euros, 50 euros. The code on the card is unique, which you can enter at the checkout.
Can I order & deliver from abroad?
It is possible to order from abroad and have it delivered in all countries within Europe.
Which countries does the momma bear deliver to?
We deliver to all countries within Europe.
Can I pay afterwards?
This is possible if you use a credit card as a payment method. Then the amount will be reserved and only debited after your order has been delivered. Please note that this depends on the debit of the monthly amount from your credit card.
We also work together with Klarna / Afterpay.
Payments:
Can I order from abroad?
We deliver worldwide. The Netherlands, Belgium, United Kingdom, France, Spain, Italy, Sweden, United States, Australia. For a full list click here.
Can I pay afterwards?
This is possible if you use a credit card as a payment method. Then the amount will be reserved and only debited after your order has been delivered. Please note that this depends on the debit of the monthly amount from your credit card.
We also work together with Klarna / Afterpay.
What payment methods does momma-bear accept?
– iDeal
– Credit card
– Klarna afterpay
– Paypal
– Sofort banking
– Bancontact
– Giropay
– KBC / CBC
– Belfius
– the Birthbear Giftcard
Are the prices stated on the website inclusive or exclusive of VAT?
Our prices on the website always include VAT.
Exchange and return:
Can I exchange the ordered bear?
The bears are made on request. Customization based on the weight and height of the deceased child. In addition, the bear is also personalized. For these reasons it is not possible to return the bear. The right of withdrawal does not apply to custom-made products. Unfortunately, exchanges or returns are not possible.
Is there quality control?
Yes we have! We strive to ensure that all bears receive a quality check to meet the high standard that momma-bear delivers. In our workshop there are experienced tailors who do the first quality check. When packing, the bears are measured again and weighed on calibrated scales. Each bear is given a unique number and a picture is taken of the bear. We store this unique combination in our database.
How is the weight weighed?
The bear’s weight has been accurately measured on calibrated scales. The bear is weighed in a final check. As soon as the bear leaves us, it can deviate minimally from the calibrated weight due to transport, weather, moisture, etc. This is unavoidable and is known to us.
Warranty & Repair:
My bear is flawed. What can I do?
Oops, that’s not the intention. We are happy to solve this for you. We can help you the fastest if you send an email to support@momma-bear.com. It is then useful to immediately state which order it concerns. For that we need: order number / bear number including pictures of the bear.
How long do I have a warranty?
The legal guarantee applies to the bears that sell momma-bear. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it.
The aim is that the bear will last a lifetime thanks to the high-quality workmanship and high quality standard of our end product. An important note here is that the product is handled in all reasonableness.
Questions about the bear:
Is the bear a toy?
The bear is NOT a toy! We absolutely want to emphasize that the bear cannot act as a toy. The bear may not be taken in bed or in the playpen.
Can my bear go in the washing machine?
No, Momma bear cannot be washed in the washing machine and it is also not recommended to wash it manually. Momma bear is not a toy so be careful with the bear’s fur.
Can I cuddle with Momma bear?
Yes of course you can cuddle with Momma-bear. It is important that the bear stays clean in order to enjoy a clean bear for as long as possible. Some stains can no longer be removed.
How do I pick up the bear?
Advice is to take the bear as you pick up a baby. Good support for the buttocks, head and legs. Do not lift the bear by its arms, legs, head or ears. Don’t throw the bear, the bear can’t stand that.
Donation structure
Is Momma Bear for profit?
In addition to the donation structure, Momma Bear also has a commercial purpose. A conscious choice was made to deploy paid employees to guarantee the sewing process, quality and delivery throughput. We do not work with volunteers. It is therefore not a foundation.
What profit margin is there, despite the payment of 5 euros to a foundation, on a Momma Bear?
The purchase and entertainment cost of each individual Momma Bear varies as it involves very different sizes and weights. There is therefore no exact profit to be named per bear.
The purchase and entertainment cost of each individual Momma Bear varies as it involves very different sizes and weights. There is therefore no exact profit to be named per bear.
Because we only work with paid employees, the majority of it goes to the payment of labor / wage costs and the purchase of the materials that together make the Momma Bear. In addition, part has been reserved for marketing purposes, overheads, accommodation and other activities arising from the sales process.
Selection of foundations and donations
Every year Momma Bear selects three foundations and / or projects with the theme “infant mortality”. Every year a report is drawn up showing where these donations have gone. Momma Bear is not obliged to do this from our legal entity. But since we attach great importance to transparent business operations, we have decided to do so anyway.
Requirements:
- It is a foundation
- The foundation has an ANBI status
- The foundation is committed to a cause related to infant mortality
- The foundation is able to justify the use of the donation by means of the annual report and / or financial documents
- The foundations are selected by the Momma Bear team prior to a new calendar year and announced on the website.
Are the foundations that receive donations also mentioned in marketing communications of the Momma Bear?
Yes, the names of the foundations and donations are mentioned in our marketing communications. Not only to increase the brand awareness of the Momma Bear, but also to generate more attention for the theme of infant mortality and the relevant foundation.
Does the Momma Bear have a link with the Birth Bear?
Yes, Momma Bear is a subsidiary of the Original Birth Bear. The Original Birth Bear delivers the same product but is positioned as a maternity gift. It goes without saying that the tone of the communication and marketing expressions is completely different from that of the Momma Bear.
Why don't you donate all proceeds from the Momma Bear to charity?
We believe it is important to be able to guarantee healthy business operations in addition to the donation structure. In our view, deploying paid employees and rewarding employees are part of guaranteeing a high-quality product. The manufacture of the Momma Bear is a very fragile process, requiring specialists.
Message
info@momma-bear.com
Atelier (post adress)
Mail and deliveries can be sent to the address below
Jan Steenlaan 5A
3723 BS Bilthoven
The Netherlands