Frequently Asked

Find answers to Frequently Asked Questions here. Click on the questions below to see their corresponding answers.



I can't find an item on the website.

If you are having trouble finding an item on the website, use the 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?

Return your purchase at your local Build-A-Bear Workshop ® store or follow the instructions on the back of your invoice and use the return label provided with your order.

Are all the items on the website 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.

Tell me more about gift cards.

Cub Cash® gift cards are the perfect way to share the fun of Build-A-Bear Workshop®! Available in any amount starting at £5, they can be purchased and redeemed online and at any of our Build-A-Bear Workshop locations. Virtual gift cards, or e-gift cards, which can be redeemed online or in your local store, can be purchased online and e-mailed to your intended recipient on the same day! They are a great gift in a hurry.

How do I dress a furry friend online?

After choosing your furry friend, 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).

Will the clothes fit my new furry friend?

Yes, most of our clothing fits stuffed animal friends that are 36cm to 50cm. Build-A-Bear Buddies™ clothing only fits Build-A-Bear Buddies.


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.

What is the mini-cart?

When you add a furry friend 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 should be wearing what items when we send them to you. When you are finished dressing your friend, click the "Finished Dressing" button.

Can I apply Reward Certificates and coupons to my online purchase?

You can redeem coupons, Cub Cash® gift cards, and Stuff Fur Stuff reward certificates online just like you would in any of our Build-A-Bear Workshop® locations. Rules and restrictions apply. Coupons and other promotions cannot be combined.

What is a group?

A group consists of a furry friend and all the clothes and accessories that go with it from the "Dress Me" process. You can also create groups in your basket by selecting the furry friend's clothes and accessories that you have in your basket. Decide the skater outfit looks better on Bearemy ®? No problem! Just change the group.


View Shipping Rates

Track an Order

Order Status

Can I check the status of an order?

"Go to My Account and click on View Order History; order summary and detail information is available.

1. Submitted to fulfillment = your order is awaiting processing. It can still be modified or cancelled.
2. Processing = your order is being fulfilled. It can no longer be modified or cancelled.
3. Shipped = your order is on its way to you.

You can also check the status of an order placed online by calling 0800 542 0635 within the UK, or +44 0800 542 0635 outside of the UK.

What does limited availability mean?

If you see "Limited Availability" next to an item this means this item is almost gone. There is no back ordering on this item, it is no longer available. Not all items are available at all locations. Product availability varies by store.

What does out of stock mean?

When you see "Out of Stock" next to an item this means this item is temporarily out of stock. We are expecting more, so you can either select another item, or check back at a later date to see if the item is back in stock.

Can I change my order?

If you'd like to cancel or change your order, please call 0800 542 0635 within the UK, or +44 0800 542 0635 outside of the UK as soon as possible. We will do our very best to assist you. Our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the fulfillment process. If the order has shipped, it can be returned for an exchange or refund.

My order didn't arrive.

Please track your order. If you're having problems with an order, call our Bear Service Representatives at 0800 542 0635 within the UK, or +44 0800 542 0635 outside of the UK for assistance. Have your email or order number available so that we can better assist you.

I received an order cancellation email but I didn't cancel my order, why?

We reserve the right to cancel or modify orders at any time due to system or typographical error, fraud or other unforeseen problems.

Why is there a quantity limitation?

We want all Build-A-Bear Guests to have a chance to share in the fun of Build-A-Bear products; therefore, Build-A-Bear Workshop Stores and will occasionally place limits on the quantity of an item an individual Guest and/or household may purchase. To identify an individual Guest and/or household, we will consider a number of factors, including but not limited to whether the orders are:
a) purchased using the same credit card
b) purchased using the same email address
c) shipped to the same address
d) placed with the same billing address
e) purchased using the same phone number
f) placed from the same IP and/or mobile device

My Account

All the information in your account can be easily managed by clicking "My Account" found at the top of the screen next to the shopping basket. After logging in, you will be able to update any information you would like.

Create an Account

Manage your Account

You can easily manage your account, including your shipping address, billing address and more by clicking here. Sign in to get started.

Can I change my account info?

All the information in your account can be easily managed by clicking "My Account" found at the top of the screen next to the shopping basket. After logging in, you will be able to update any information you would like.

Can I change my account password?

You can change your account password at any time by clicking here and then clicking on the "Change Password" link. You may need to login if you're not already.

Forgot Your Password?

If you forgot your password, we will send an e-mail to the email address you used when you registered with Once you click the button 'Email New Password', we'll send you an e-mail containing your NEW password to sign in with. Note: Your NEW password will be emailed to you immediately. If you do not receive an email within 10 minutes, please try requesting a NEW password again. If you still haven't received an email from us with your new password, please check any spam or junk email filters used with your email service. These filters can occasionally move the password email to a junk folder from your inbox or they can block it altogether. If you feel your new password email is being moved or blocked add the email address to your safe senders list and try again.

Why do you ask for my email address?

When you make a new friend in our store or online at and enter your email address we'll send your furry friend a birthday card and gift! Plus, you'll receive information about new animals and events. We do not share your information with third parties.

Manage Gift Cards (Check your balance)

You can add to or check your Cub Cash® gift card balance by clicking here. You must have an account. If you don't have an account please create one.

Manage Credit Cards

We are not currently able to save and store your credit card data for future purchases. However, we can speed up the rest of your checkout by storing your other billing information; Name, Address and Phone number. You can save this information by clicking here.

I know my password, however the site won't accept it:

If you enter your login information incorrectly 5 times, your account is automatically locked. You are required to wait 5 minutes before attempting to log in again. In the event that you cannot login, you may click on the 'forgotten your password' link to obtain a new one.