International Delivery

 

Where do you deliver to?

We are pleased to ship to the majority of Europe, North America, South Africa, Australia, New Zealand, Japan, Hong Kong and South Korea and we are hoping to expand the countries we deliver to in the near future. We are unfortunately unable to deliver to Russia, Belarus or Ukraine at the present time.

Who will be delivering my order?

International parcels are either delivered via Royal Mail or DHL. This depends on the weight of the parcel and where the item is being delivered to.

Why do I receive a message at checkout which states ‘Shipping not available’?
This may be because we do not currently ship to your address or that the product you have selected is not available to ship internationally. Please contact our friendly customer service team at hello@metoyou.com for more information and guidance.

What items can I order with international delivery?

The majority of our bears, plush, gifts and cards are available to order internationally. However there are some items that are UK only due to customs or weight reasons. This includes our extra large bears, any products that include candles or flammable items, food items, seeds or food containers.

  

Do I have to pay customs charges? What will these be?

Yes. Local customs charges are payable once your order reaches customs. These charges are outside of our control, but your order will contain all the necessary customs paperwork to help ensure your order passes as smoothly as possible through the customs process. The courier will contact you to pay the charge once it has cleared customs.

How much will it cost to deliver my parcel?

Delivery costs depend on your country and the weight of your package and will be calculated at checkout. Please note delivery costs do not include customs charges. You will receive a notification from the courier once your item has reached customs with the customs charge which you will need to pay before your item will be delivered.

 

How long will it take for my parcel to arrive?

Orders under 2kg are sent via Royal Mail Tracked Delivery which aims to deliver between 5-7 working days. Please note that this is not withstanding customs clearance and delays on customs payment will impact delivery.

DHL Express (for orders over 2kgs only):
Europe: 2-3 working days
Rest of world: 5-7 working days

**Delivery days are quoted as working days so orders may not be despatched on UK public holidays or delivered on public holidays in the destination country.**

Do you offer a gift service for international customers?

Although we can include a standard ‘This is a gift’ postcard, as part of the customs process we are required to include the order value and product descriptions as part of your order paperwork to ensure it clears customs smoothly.

 

Can you deliver to PO boxes?

We are unfortunately unable to deliver to PO boxes.

Can I order to a BFPO address?

Yes, we are pleased to ship to British Forces Postal Offices via both our Royal Mail and DHL services.

 

 

My order is for a special occasion, are you able to send via express delivery? 

Unfortunately we don't currently offer any expedited shipping options for international delivery, so please allow plenty of time for your order to arrive ahead of the special occasion.

 

Can I return my order?

Unless your item is damaged or faulty, we are unable to accept returns from international customers. If in the unlikely event that your item arrives damaged or faulty, please contact hello@metoyou.com and our friendly team will guide you through the process, which may include taking pictures or videos of the faulty item and its packaging.

 

How do I track my package?

Once you have placed your order, we will email you with an order confirmation including a delivery reference to allow you to track your package from door to door with the courier.

 

I wish to cancel or amend my order

We’re sorry, we can’t edit or amend orders.

We may be able to cancel your initial order, if you call us as soon as possible (although this isn’t guaranteed) and you can then place a new order for all the items needed.

 

What payment methods do you accept?

We accept payments from: Visa, Mastercard, American Express & PayPal
All payments made are completely secure.