FAQ's

eCommerce FAQ's

How long will it take to ship my order?

Orders placed by noon GMT/BST will be shipped on the same working day. Orders placed after this time will be shipped the following working day. The amount of time it takes for you to receive your order will vary dependent on the weight of your order, and also where your order is being delivered to. More information on shipping can be found on the Delivery & Returns page.


How much does shipping cost?

UK shipping costs start at £3.95, and International shipping costs start at £9.95. Free shipping is available in the UK, Europe and North America if the value of your order exceeds the relevant thresholds. More information on shipping can be found on the Delivery & Returns page.


Do you ship internationally?

BearGrylls.com ships internationally, with all orders currently being fulfilled from our warehouses based in the United Kingdom. More information on shipping can be found on the Delivery & Returns page.


Does my delivery have a tracking number?

For your peace of mind, all orders are shipped as Tracked, with the exception of the Standard (Untracked) shipping option which is available in the United Kingdom. More information on shipping can be found on the Delivery & Returns page.


What currency will I be charged in? What's the total cost in my home currency? Can I pay in USD or EUR?

International orders from BearGrylls.com are currently processed in pound sterling (GBP). Though the BearGrylls.com checkout pages can display pricing in EUR and USD alongside GBP, this currency conversion is only provided as a guide for your convenience, and is not intended to be representative of the final exchange rate you will be charged.

The final exchange rate you are charged on your order will be determined by your bank or credit card provider, who may add additional administration charges to process your payment to us. To calculate an accurate exchange rate for your order, please speak to your bank or credit card provider.


What payment methods are accepted?

We accept Visa, MasterCard, American Express, Delta and Maestro credit and debit cards. We also accept PayPal, Apple Pay and Google Pay. Please note that we do not accept any methods of payment other than those listed.


How will my package be shipped to me?

Your order will be shipped at your own risk, but special care will be taken to protect fragile objects. Boxes are amply sized and your items will be well protected before they are packed and shipped. More information on shipping can be found on the Delivery & Returns page.


Why haven't I received my order yet?

More information on shipping can be found on the Shipping & Returns page. If you believe that there is a problem with your order, please get in touch with our team via the Customer Service page.


Do I have to pay customs and import charges?

Details of import duty and customs clearing differ by delivery service - please check with your selected delivery service (either Royal Mail or DPD) for more details. It is your responsibility to pay these charges before you can receive your delivery.


What is your returns policy?

We will accept a return of your items for a full refund for any or no reason, provided we are notified within 30 days of receipt of delivery.

Only items purchased directly from our online store can be returned using the procedure described below. If you purchased your items at a retail store or from another website, these items must be returned to the original store or site from which they were purchased. More information on returns can be found on the Delivery & Returns page.


Do I need to pay VAT on European orders?

In line with UK distance selling regulations, we must charge UK VAT at a rate of 20% on all orders that are shipped to countries within the EC. You can read more about this on the Europa.eu website.


Do I need to pay VAT on worldwide orders?

In line with UK distance selling regulations, UK VAT will not be charged on orders that are shipped to countries outside the EC.


Do I need to pay VAT on worldwide orders?

In line with UK distance selling regulations, UK VAT will not be charged on orders that are shipped to countries outside the EC.


Klarna - Pay later in 30 days

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you're happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor BGV GLOBAL LIMITED run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as BGV GLOBAL LIMITED have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don't pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we'll also send you a text or letter, too. Your credit score will not be impacted by using Klarna's 'Pay later in 30 days' products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by BGV GLOBAL LIMITED. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, BGV GLOBAL LIMITED will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once BGV GLOBAL LIMITED has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don't need to pay right away. If your due date is near and there is no sign of your goods, please call BGV GLOBAL LIMITED to check on delivery. You can also contact Klarna's Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven't received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna's Customer Service page for a full list of FAQ's, live chat and telephone options.


Klarna - Pay later in 3 interest-free instalments

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by BGV GLOBAL LIMITED and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments' schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor BGV GLOBAL LIMITED run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments' schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as BGV GLOBAL LIMITED have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don't pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at BGV GLOBAL LIMITED from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna's 'Pay later in 3 instalments' product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by BGV GLOBAL LIMITED. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once BGV GLOBAL LIMITED has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call BGV GLOBAL LIMITED to check on your order and delivery status. You can also contact Klarna's Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven't received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna's Customer Service page for a full list of FAQ's, live chat and telephone options.


General FAQ's

Can Bear attend or speak at our event?

As you can imagine, Bear’s diary is pretty jam packed with all the adventures and remote filming. In a dream world he would be able to drop by and support every event but we have to be selective with the invites we accept and to prioritize the charities he most supports, including the Scouts, the Royal Navy and Royal Marines charity and Tusk Trust.


Can BG send a birthday, wedding, celebratory message?

Bear receives many asks of this nature – but he sadly can’t do these greetings for everyone. He tends to do it case by case and does as many as he can.


Does BG offer private courses with him?

Bear set up the Bear Grylls Survival Academy with the very purpose of providing an outlet and opportunity to share his skills and experience with individuals looking to get up to their neck in mud. The courses are delivered by his handpicked team of highly trained experts in this field. For more information please see the BG Survival Academy section of the website... And remember, it may hurt a little!


Can BG become a patron of our charity?

Bear is honoured to receive many requests to be a patron to a cause, and whilst he would love to get involved and help out – the focus is very much on his role as Chief Scout, patron to Tusk Trust and as Honorary Colonel in the Royal Marines. Bear does not wish to dilute the work he is doing for these organizations and therefore he won’t be taking on additional charity commitments for the moment.


Can BG offer prizes for an auction or raffle or record a video or selfie? 

Due to the volume of requests, Bear is only able to offer auction and raffle prizes to those charities we are affiliated with. And as such we use our merchandise and videos to support them primarily.


How can I apply for a job at Bear Grylls Ventures/work experience? 

Any vacancies within Bear Grylls Ventures will be advertised on this website or via social media – so check back here every now and then!


Can BG offer some answers to my homework, school project? 

Bear receives many daily requests of this nature, and often the best solution here is to check out some of the Bear Grylls books for helpful homework pointers…we have over 70 books to help guide you. Bear's favourite is Bear Grylls: Survival Guide for Life!


Does Bear offer forewords/quotes for my book? 

Sadly, we have fulfilled our quota for 2018/19 at present, unless it is for a friend or colleague of his that he knows well.