Neutrumbear Bewertungen 42

Antwort von Neutrumbear

15. Feb. 2026

We are sorry to hear that you are unhappy, and I would like to provide full clarity on the situation.

Your order was dispatched from our main office in the UK. Import fees are not typically charged on our shipments, but when they are applied, they are set by the destination country and are the responsibility of the recipient. These fees are not included in our product or shipping prices. Some companies include these costs within their pricing, meaning customers still pay them indirectly. We choose to keep our pricing transparent rather than building potential import charges into every order, as we do not want to potentially overcharge customers unnecessarily.

To make delivery easier for customers in America & Canada, we have also opened a US office. Orders sent from our US location to customers within the USA and Canada are delivered within 2–3 working days and do not incur import fees, as they are shipped domestically.

Regarding refunds, we do offer refunds on returned items that are not personalised. As your order was personalised, it falls outside our refund policy, as personalised items cannot be resold.

We did offer alternative solutions to support you, including resending the parcel to the original destination or sending it directly to you so you could forward it on.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

Aktualisiert am 11. Juni 2026

This feedback is not accurate. Your order was dispatched within the stated timeframe. Delivery was attempted on 9 December at 3:45pm, however there was no answer at the address. The parcel was then held by the courier for collection or redelivery, but neither option was requested and it was subsequently returned to us.
Once the item was returned, we offered either redelivery or a partial refund, as the some of the items were personalised. This offer was declined, and you advised that you intended to pursue court action.
The item was not received due to the parcel not being collected or a redelivery being arranged, rather than any failure on our part to dispatch the order.

Update:

On 15 May, Sean James did take Neutrum Bear to court. After reviewing the evidence, the Judge ruled in Neutrum Bear's favour and dismissed the claim.
The court found that Sean James had refused to accept responsibility for attempting to resolve the matter and had declined the options offered by Neutrum Bear, including opportunities to receive either a full or partial refund.

As a result, the claim was dismissed, judgment was entered in favour of Neutrum Bear, and Sean James was ordered to pay Neutrum Bear's costs and expenses.

We are pleased that the Judge considered the facts, evidence, and documented communications before reaching their decision.
Neutrum Bear has always sought to resolve customer concerns fairly and reasonably, and we remain committed to providing excellent customer service.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for your feedback. We are very sorry to hear about your experience, as this is not the standard we expect from our products.

All of our items are made from organic cotton and are designed to be high quality, durable, and gentle for babies. Each piece is carefully produced and inspected, so it is unusual for the ears on the hood to come unstitched or for the tassel muslin to fray after washing in line with the care instructions.

Had you contacted us directly, we would have been able to review this and help resolve it for you. We would still be happy to assist, so please contact us with your order number and photos of the items so we can assess this and advise on the next steps.

We take product quality very seriously and remain here to help.

Antwort von Neutrumbear

15. Feb. 2026

We are very sorry to hear that you did not receive a response and apologise for any frustration this caused.
Neutrum Bear is a UK based business, with our team operating from Manchester. We also have a US office in Oregon to support our customers there. We can assure you that we are not a Chinese company.
Having reviewed the dates referenced, this coincided with a period where we were migrating our website to a new server. During this time, the contact form messaging facility was temporarily unavailable. Emails remained operational, and customers were also able to contact us via Instagram, however we appreciate that this disruption may have affected your experience.
We take customer service seriously and are always happy to help.

Antwort von Neutrumbear

15. Feb. 2026

We are very sorry to hear about your experience and understand how stressful this situation must have been for you.

We reviewed this matter at the time and provided evidence showing that we did not receive any order or payment associated with your details. Unfortunately, you were unable to provide an order number or order confirmation, which meant we had no record of a transaction within our system.

As we had not received any funds, we advised you to contact your bank directly and ask them to investigate the payment. Only your bank is able to trace the transaction and confirm where the funds were sent, and if necessary, arrange a recovery or refund.

We understand how concerning this situation is and remain happy to assist further if you are able to provide any additional information, such as an order confirmation or transaction reference.

Antwort von Neutrumbear

15. Feb. 2026

We are sorry to hear that you feel this way and understand how frustrating delivery issues can be.

Our contact details are clearly listed on our website, and customers can also reach us via Instagram, where our team is available to assist with any queries. We always aim to respond as promptly as possible.

Unfortunately, with the limited information provided in this feedback, we are unable to locate or comment on your specific order. We would encourage you to contact us directly with your order number so we can investigate the tracking and assist you further.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for taking the time to leave a review. It truly means a great deal to us.

We understand that many people visit Trustpilot to share negative experiences, so choosing to share something positive makes a real difference to our small team. Your support, kind words, and trust in our products are genuinely appreciated.

Thank you again for supporting Neutrum Bear.

Antwort von Neutrumbear

15. Feb. 2026

We are sorry to hear that you were disappointed with your order.

Our sizing information is clearly provided on each product page to help customers choose the most suitable size.

With regard to the flask, a cleaning brush is not included, as this is not listed within the product description. We supply exactly what is shown in the product images and detailed in the description, so customers can see precisely what is included before purchasing.

If you would like assistance with your order, you are welcome to contact us directly and we will be happy to help.