Neutrumbear Bewertungen 

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.

Antwort von Neutrumbear

15. Feb. 2026

We are sorry to hear that you feel this way and apologise if you did not receive a response to your messages.

Orders are sometimes dispatched in separate parcels depending on stock location or item availability, and tracking details are provided for each shipment. We always aim to respond to customer enquiries as quickly as possible.

Unfortunately, with the limited information provided in this feedback, we are unable to identify your order or review the correspondence. Please contact us directly with your order number so we can check the status of the remaining items and assist you further.

Antwort von Neutrumbear

15. Feb. 2026

Thank you for your feedback. We are pleased to hear that you found the product lovely, but we are sorry to hear that the colour was not as you expected.

Our colour descriptions and product images are provided to reflect the item as accurately as possible, however screens and lighting can sometimes cause slight variations in appearance.

We also apologise if you did not receive a response to your messages. Our contact details are listed on our website, and customers can also reach us via Instagram. Having your order number allows us to assist much more quickly, and order confirmations are automatically sent by email at the time of purchase, so we would recommend checking your junk or spam folder if it was not received.

You are welcome to return the item with your name and address included, and once received, we will review this in line with our returns policy and process accordingly.