Frequently asked questions – Bear Wood Webshop
Here you will find answers to the most frequently asked questions about payments, shipping, delivery, returns and service at the Bear Wood Webshop. Not found your question? Feel free to contact us – we are happy to help.
Ordering & Payment
What payment methods are available?
In the Bear Wood Webshop you can pay safely with:
- Bancontact / Mister Cash
- Mastercard
- VISA
- Bank transfer
Is my payment secure?
Yes. During the payment process, the connection between you and the Bear Wood Webshop is secured with the SSL protocol (Secure Socket Layer). This means your transaction details are sent over the internet in encrypted form, so third parties cannot intercept your data while you enter it.
For processing all payments, we work with Mollie, a specialised and recognised payment provider.
Shipping & Delivery
How are the ordered products shipped?
Your order is delivered to you by a transport company. Delivery is kerbside (street side) as standard. In some cases it is also possible to collect your order yourself from one of our warehouses.
Would you like to collect your order? Contact us by phone or email so we can make an appointment and prepare your order in good time. This avoids unnecessary waiting.
Where do you deliver?
From bearwood.be we only deliver within Belgium. We deliver Woodlands and Timbela garden buildings, Bear Wood design buildings, solid oak outbuildings, gates and fencing throughout Belgium. Timber and building materials are delivered in Flanders and Brussels only. Each product page shows whether delivery to your address is possible. More information in our delivery terms.
What are the shipping costs?
Shipping costs are calculated automatically and are visible in the basket once you have entered your postcode. So you always see the transport cost before placing your order.
What is the delivery time?
Delivery time depends on the product:
- Garden buildings: standard delivery time: 5–8 weeks (Woodlands) or 2–3 weeks (Timbela)
- Gates: everything is made to measure – delivery time: ± 8 weeks
- Solid oak outbuildings and design or bespoke carports: 8–10 weeks
- Timber and other products: 2–3 weeks
Do you need your order urgently? Do let us know. We will then see together whether faster delivery is possible. Please note that we are not responsible for any delays by external carriers.
I ordered an item but have not received anything yet. What should I do?
Has the stated delivery period passed? Preferably wait a few more working days. In exceptional cases, transport companies take a few days longer to deliver.
Have you still not received your order after three extra working days? Then contact us (by phone, email or via the contact form) and be sure to quote your order number. We will find out as quickly as possible where your shipment is.
Exchanges, Returns & Damage
Can I exchange or return unused items?
Yes. Unused items, with the packaging still in its original condition where possible, can be returned within 14 calendar days of receipt.
Please contact us in writing within this period. If we do not hear from you within 14 days, we assume you are satisfied with your purchase.
- The return shipping costs are borne by the customer.
- Items that we have made specially to measure or order specially cannot be taken back.
After receiving and checking the returned items, we will refund the amount you paid to your account within 15 working days.
I received the items in a damaged condition. What should I do?
First of all, our apologies for the inconvenience. Despite the care taken in packaging and transport, an item can unfortunately arrive damaged.
In that case, contact us as soon as possible. Preferably send us an email via the contact form with:
- a short explanation of the problem
- photos of the damage and packaging (if possible)
- your order number
You can also reach us by phone on +32 (0)52 52 30 59 or +32 (0)451 03 99 60. We will then look for a suitable solution together with you.
Other questions
Not found your question?
Is your question not among these frequently asked questions? Feel free to ask it by email at [email protected] or use the contact form on our website. We are happy to help.
