Help and Customer Care: Shopping
I can't find an item on the site.
If you are having trouble finding an item on the site use the beary helpful site search feature found in the upper right corner of the screen. Enter a keyword, item number or a brief description of the item you are looking for and you will receive a search results page with all items that match the criteria you entered. You can then refine your search using the advanced search features.
How do I return an item?
For assistance call our Bear Service Representatives (Freephone) 0800 542 0635.
Are all the items on the web site in the store?
Some items are web exclusives, found only online. Also, some items are store exclusives, found only in Build-A-Bear Workshop® stores. Call your nearest location for details. Click here for a store location guide.
Can I use certificates and coupons?
You can redeem coupons and Cub Cash® gift cards online just like you would in any of our WORKSHOP® locations. Rules and restrictions apply.
I have questions about my Stuff Fur Stuff Cub Card
Click here for frequently asked questions about the Stuff Fur Stuff Club.
What is a wish list?
A wish list lets you keep track of all the wonderful stuff you would like to have from our store. You simply shop as you normally would, only instead of adding items to your basket you add them to your wish list. Your wish list is then saved under your account and you can access it and add to it whenever you want. You can even send it to your friends and family so they know exactly what you want for your birthday or other special occasion!
How do I make a wish list?
Start by logging into your account or signing up for an account here. Once you’re logged in click the “Add to wish list” button on the product pages (you need to be logged in to add items to your wish list). Clicking the “Add to wish list” button will add that item to your wish list. You can view your wish list item(s) from My Account or from your basket. You can even send your wish list to anyone you like via email from My Account.
How do I Send a wish list?
Start by logging into your account or signing up for an account here. Once you’re logged in click the "View / Send My Wish List" link - you should see your wish list now. At the bottom of the page is an area with 2 form fields. Type your email address in the From: field and the email address of the person you'd like the wish list sent to in the To: field. After you have completed entering the two addresses click the "Email wish list" button and your wish list will be sent.
How Do I Email A Friend About An Item?
To tell a friend about an item you found on our site. Click the "Email to a friend" button on any product detail page. A form will appear on the page requesting the recipient and senders email address, the senders first name, and an optional message. Once you’ve filled out the form, click the "send" button. A link to the page you’re currently on will be sent to the recipients email address along with a confirmation email to the senders address.
What is the mini-cart?
When you add a furry friend or doll to your basket the mini-cart appears at the top of the screen while you go through the "Dress Me" process. As you add clothing, shoes and accessories they appear in the mini-cart that is related to that particular new friend. This way we know which furry friend or doll should be wearing what items when we send them to you. When you are finished dressing your friend, click the "Finished Dressing" button.
What is a "group"?
A "group" consists of a furry friend or doll and all the clothes and accessories that go with it from the "Dress Me" process. You can also create groups in your basket by relating or re-relating clothes and accessories with various friends that you have in your basket. Decide the skater outfit looks better on Bearemy®? No problem! Just change the group.
Tell me more about gift cards.
Give a Great Gift Experience!™ Cub Cash® gift cards are the pawfect way to share the fun of Build-A-Bear Workshop®! Available in £10, £25, £35 and any amount gift cards, which can be purchased and redeemed online and at any of our WORKSHOP® locations. Virtual gift cards, which are only redeemable online, can be purchased online and e-mailed instantly to your intended recipient! Great for a gift in a hurry.
Gift cards on our ecommerce site are available in £s only.
What methods of payment can I use?
You can pay for your order using Visa, Mastercard, or a Debit Card. You can also redeem Cub Cash® gift cards and any coupons we offer to pay for your order.
How do I dress a furry friend or doll online?
After choosing your furry friend or doll you are automatically brought into the "Dress Me" process. Here you can shop for clothes, shoes and accessories for your friend. Choose as many clothing items and accessories as you like. When you are finished, click the "Finished Dressing" button and your friend along with all the clothes and accessories will be placed in your basket. At any time you can add or remove item(s) that are related to your friend.
Will the clothes fit my new furry friend?
Yes, most of our clothing fits stuffed animal friends that are 10" to 24".
How do I clean my furry friend or doll?
If your furry friend or doll needs cleaning, simply wipe with wet cloth and then air dry.
Our animals should not be washed in the washing machine or submersed in water, because the stuffing can expand when soaked, causing the animal's seams to pop open. In addition, if your furry friend has a sound box, the sound would most likely become damaged if submersed in water.
We suggest using a mild soap and washcloth to surface clean the animal, and then let it air dry.
How can I add a sound to my furry friend??
After choosing your furry friend you will be given the option to add a sound from the drop down menu located below the "Add to Basket" button on the product detail page. Here you can choose sounds by clicking "add", then a checkmark will appear to verify your selection. When you are finished, click the "Add to Basket" button and your friend and the sound(s) you’ve chosen will be placed in your basket. At any time you can add or remove item(s) that are related to your furry friend.
Order Status
Can I check the status of an order?
Of course! Just go to My Account and click on View Order History; order summary and detail information is available.
- Pending = your order is awaiting processing
- Processing = your order is being fulfilled
- Shipped = your order is on its way to you
You can also check the status of an order placed online by calling (free phone) 0800 542 0635.
Check Order Status
Click here to check the status of a recently placed order
Sorry - not available at this time.
Sorry - not available at this time.
How do I place an APO/FPO order?
At this time we do not ship to military bases.
What does limited availability mean? - how is this different than a Beary Limited™ edition item?
If you see a 
icon, this item is almost gone! There is no back ordering on this item, it is no longer available.
What does out of stock mean?
When you see a 
icon, an item is temporarily out of stock. We are expecting more, so you can either select another item, or check back to the site at a later date to see if the item is back in stock.
Can I change my order?
You can add, delete or modify items in your cart; you can change the shipping methods or shipping information as well as change the billing information and method of payment. If you want to change the name of your new friend you can do that too. You may change your order as long as the order has a Pending status. If the order has Shipped, it can be returned for an exchange or refund. Call our Guest Services group free phone number 0800 542 0635.
Can I change or cancel my order?
You may change your order as long as the order has a Pending status. You can add, delete or modify items in your cart, change the shipping methods or shipping information, as well as, change the billing information and method of payment. You can even change the name of your new friend.
If the order has Shipped, it can be returned for an exchange or refund. Call our Bear Service Representatives (free phone) 0800 542 0635.
My order didn't arrive
If you're having problems with an order please call our Bear Service Representatives (free phone) 0800 542 0635 for assistance.
Shipping Information
View Shipping Rates
Click Here
Track a Package
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Returns and Exchanges
100% Satisfaction Bearanteed
At Build-A-Bear Workshop® we believe that our bears are the softest, most cuddly bears anywhere. They are stuffed with love and stitched with care. If your bear is in need of repair, just bring it to any Build-A-Bear Workshop® store and we'll get it fixed up in a stitch at our Bear Repair Hospital® facility. Or you can return it for a full refund.
For assistance call our Bear Service Representatives (free phone) 0800 542 0635.