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FAQs

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Black Friday No Line On-Line Bear Building Sale

How does the virtual waiting room work?

Our virtual waiting room will only be activated if we have a surge of traffic to our website. You will be assigned a turn within the waiting room, and when your turn to enter the room is approaching, you will be given access to shop the sale.

Do I need to wait by my computer while I am in the waiting room?

You can sign up for email notifications to be notified when your turn to shop is approaching, or you can also do other things on your computer or phone and you will be automatically notified (make sure your sound is on) when it is your turn. When it is your turn, you will have a limited time to enter the Build-A-Bear website to shop the sale.

What happens when I reach the front of the waiting room and can enter the site?

You will gain access to the shopping site to select the promotional furry friends.

Will everyone that enters the waiting room be able to purchase furry friends at the promotional price?

Due to limited quantities of individual products, we cannot guarantee the selection and availability of every furry friend at the time you are placed in the event.

Is the promotion available if I can’t log into my Bonus Club account?

Yes! You can purchase without logging into your account. Logging in is not required to shop the sale.

Can I still visit the Workshop to participate in the Count Your Candles offer?

Most of our stores are currently closed in accordance with government guidelines (Belfast, Bridgend, Cardiff & Edinburgh stores are still open and trading). We look forward to continuing to offer our Count Your Candles offer in stores when it’s safe to do so. When our stores reopen, Bonus Club Members will be able to celebrate by paying their age for their own Birthday Treat Bear during the month of their birthday (we recommend checking your local store's hours at the time of their reopening).

How long does this sale last?

The sale ends at 11:59 p.m. GMT on 28 November 2020. All items are available while supplies last and the available assortment is subject to change.

Can I order my furry friends unstuffed and take them to the Workshop to be stuffed?

We are unable to delivery furry friends unstuffed. Your furry friends will be delivered stuffed and ready to play!

Can I return any of the items I purchase during the sale?

Yes, sale items can be returned or exchanged for the promotional price of purchase.

Is there a limit to how many items I can purchase at the promotional price?

There may be limits applied to select products.

Are all items included in the sale?

All included items in the sale are listed with prices as marked. Some exclusions may apply.

Can I also use an existing offer or coupon with this special offer?

Bonus Club members can apply reward certificates at checkout. Any other offers or coupons cannot be combined with this special offer.

Why can I not add discounted furry friends to my bag?

Ensure that all ad blockers are disabled and clear your browsing history (also known as cache). This should resolve any issues you have when you select the “Add to Bag” button.

Why have I not received an order confirmation for my recent order? I see a charge in my PayPal account, but how do I confirm my order was placed?

The sending of order confirmation emails and viewing of your recent purchase in “Order History” in your account may be slightly delayed due to the volume of orders. Please allow up to an hour to receive your order confirmation email and view your order history. Payment may be visible in your account prior to receiving an order confirmation email.

Stores

Is my local Workshop open?

As stores continue to re-open, you can stay up to date with the latest from your local Workshop by using the Store Finder. Once your store is open, the hours will update. Please note that hours for many re-opened locations have changed in accordance with our shopping centre partners.

Why is BABW reopening now?

Our mission is to add a little more heart to life. Studies consistently show that teddy bears can be helpful to children in handling emotions and limiting stress. A teddy bear is always there and can provide stability and understanding for a child who is struggling to understand the situation and helping that child to navigate uncertainty and anxiety. Even for adults, there is evidence that the hug of a favorite teddy bear brings comfort.

As stay at home orders are lifted, we are reopening in a phased approach, based on the rules and guidance of local governments, and we have taken important steps to modify the experience to make it safer while maintaining the unique elements that make Build-A-Bear special.

The timing of reopening each store will vary and we hope to have all the stores open again soon.

How are you keeping your associates and Guests safe?

The safety of you and our associates is our number one priority and we have taken several steps to improve the safety of the Build-A-Bear experience.

Associates will be provided masks and are required to wear them while working. We encourage Guests to wear masks and ask that all local guidelines and Shopping Centre requirements are followed. We will limit the number of associates and Guests in the store at one time and made changes to the in-store experience to encourage social distancing while maintaining the special Build-A-Bear experience.

We will have hand sanitiser in various locations around the store for Guest use and disinfecting wipes to clean high touch areas in between Guests throughout the day. We also have enhanced the cleaning process throughout the day as well as each night.

All associates will also be required to complete a health checklist prior to beginning their shift. If an associate is not feeling well, they will be asked to stay home.

Do I need to wear a mask or face shield?

Guests will be asked to comply with local government requirements to wear masks. In areas where the local government or Shopping Centre is requiring people to wear masks, Guests will be asked to comply with those requirements by wearing a mask when shopping at Build-A-Bear Workshop. In all other areas, where masks are not required, Guests will not be required to wear a mask, but we strongly encourage it, to enhance safety for both you and our associates.

Is there a timeline for reopening all locations?

For the safety of associates and Guests, we are reopening in a phased approach based on the rules and guidance of local governments; the timing of reopening each store will vary. We hope to have all the stores open again soon.

Can I celebrate my child’s birthday with the Count Your Candles offer if their birthday happened while you were closed?

Yes, the Count Your Candles promotion is currently available in stores that are open for those who missed their birthday celebration in March, April, May, June, July, August, and September.

Can I book a party?

We are unable to offer party bookings at this time. We look forward to making memories and celebrating with you in the future.

I had a party booked. Can I reschedule?

Currently we are not rebooking parties, due to the uncertainty of exactly when specific stores will be reopening. We cherish being a part of making special memories through the creation of your furry friends, helping make wishes and sharing birthdays, anniversaries and all kinds of other celeBEARations.

Can I make a return? Or bring in a bear for repair?

Yes, we will accommodate returns past the policy deadline, 90 days from original purchase.

Do I need to make an appointment to visit the Workshop?

You do not need to make an appointment, but please be aware that we will be limiting the number of Guests who can be in the store at one time based on local guidelines and to encourage social distancing.

Can I order online and pick up at my local Workshop?

At this time, we are not able to fulfil online orders for pickup at a local Workshop but hope to be able to offer this soon. If you are not comfortable visiting the Workshop in person just yet, we encourage you to visit www.buildabear.co.uk.

Will Rewards Certificates that expire soon be extended? I prefer to save until I can visit a store.

We have extended reward certificates that expired in March, April, May, and June to expire on 31 July, 2020. They can be redeemed both in stores and online at www.buildabear.co.uk.

I had a coupon that expired while you were closed. Can I still use it?

We are currently accepting any official in-store Build-A-Bear Workshop issued coupons or Bonus Club reward certificates that have not been redeemed and expired in March, April, and May. Exclusions may apply. Coupons may not be used in conjunction with any other offer. Coupons may not be exchanged for cash. Original coupon must be presented at time of purchase. Only original coupons will be redeemed. Photocopies are prohibited. Valid for coupon recipient only. Limit one coupon per person, per visit. Non-transferable. Offer valid while stocks last only. Void where prohibited or restricted.

How can I contact Guest Services?

Our Guest Services Call Center is currently operating with limited hours of operation. For questions related to a recently placed order or an address change, please contact by calling our Free Phone 0800 542 0635. Please note that many answers to our most commonly asked questions can be found here in the FAQ section.

If you are unable to find your answer on our FAQs, you can also email  UKGuestServices@buildabear.com. During this time, we are doing our best to answer questions as fast as possible. Please understand there may be a delay in our response time.

SHOPPING

I haven’t received my certificate this month. Where is it?

Due to a system issue, our certificates for July are currently delayed. Expect to receive them by 22 July, 2020. We apologise for the delay.

When will my order arrive?

We’re working hard to get all orders processed and have everyone’s furry friends delivered to their home. However, due to increased demand and our goal to follow guidelines outlined by healthcare experts and government officials, it may take additional time to process your order. Shipping carriers are also experiencing higher volume which can cause additional delays in deliveries. Thank you for your patience!

Can I change my order?

Because our Order Fulfillment and Shipping systems are designed to get your order on its way quickly and efficiently, we cannot change or cancel an order once it has entered the fulfillment process. You may return it for an exchange or a refund once you receive it subject to the terms of our Return Policy.

Why was my order cancelled?

Build-A-Bear reserves the right to cancel or modify orders at any time due to system or typographical error, payment issues, or any other unforeseen problems.

What if I can’t find the product I’m looking for on the website?

Try using the site search feature in the upper-right corner of your screen. Simply enter a keyword (such as ‘Polar Bear’), the item number, or a brief description of the product you’re looking for. You’ll receive a results page displaying all the items that match your search criteria. You can then refine your search using the advanced search feature on the left side of the results page, and sort by product category (Stuffed Animals, Clothing), price range, colour, collection and accessory type. Your product could be out of stock or discontinued.

Can I find all the items shown on the website in my local Build-A-Bear Workshop store?

Some items are exclusive to our website, meaning you will find them only online. Also, some items are in-store exclusives, found only in Build-A-Bear Workshop stores.

Why is there a purchase limit?

We want all of our Guests to share in the fun of Build-A-Bear products! So occasionally our stores and our website will place limits on the quantity of a specific product that a Guest or a household can buy. To identify an individual Guest or household, we consider these factors — including, but not limited to, whether the orders are:
• Purchased using the same credit card
• Purchased using the same email address
• Shipped to the same address
• Placed with the same billing address
• Purchased using the same phone number
• Placed from the same IP address or mobile device

How long will items stay in my online shopping basket?

Items will stay in the shopping basket for several hours until you either complete the order or remove the items for several hours. Please note: Product availability is not guaranteed until the order is complete.

Will the clothes fit all of my Build-A-Bear furry friends?

Most of our clothing fits furry friends that are 10” to 24”. However, Build-A-Bear Buddiesclothing fits only Build-A-Bear Buddies.

Can I order a furry friend unstuffed?

All Bears sold online or in store must be sold stuffed and stitched.

What does ‘Limited Availability’ mean?

If you see ‘Limited Availability’ next to an item, this means the item is almost sold out. We cannot back-order the item because it is no longer available. Note that not all items are available at all Build-A-Bear Workshop locations or online. You can check on product availability with your local store.

What does ‘Out of Stock’ mean?

When you see ‘Out of Stock’ next to an item, it means the item is unavailable. Select another item, or check back later to see if the item is back in stock.

What methods of payment does Build-A-Bear accept?

You can pay for purchases using Visa®, MasterCard®, American Express®, Discover®, PayPal or a debit card. You also can redeem Build-A-Bear Workshop gift cards and any coupons we offer with the order. Rules and restrictions apply. Coupons and other promotions cannot be combined. All product prices and shipping charges shown are in British pounds. European exchange rate may apply. Please note: Gift cards can only be used as a form of payment with orders containing furry friends, clothing and/or accessories. Gift cards are not accepted as a form of payment on gift card only purchases.

Can I apply Build-A-Bear Bonus Club Reward Certificates and coupons to my online purchase?

Of course! You can redeem coupons, Build-A-Bear Workshop gift cards, and Build-A-Bear Bonus Club Reward Certificates online, just as you would in any of our store locations. Rules and restrictions apply. Coupons and other promotions cannot be combined.

What is a Credit Card Authorisation?

When you place an order, Build-A-Bear contacts the bank that issued your credit card to confirm that the payment method is valid. Your bank reserves the funds until the transaction processes or the authorisation expires, but this isn’t an actual charge. The authorisation will be removed from your account according to your bank’s policies. To remove the authorisation, please contact your bank to find out how long they hold authorisations for online orders.

Can I purchase a sound or scent without a furry friend?

Due to agreements with our shipping partners, sounds and scents cannot be purchased separately from furry friends. If you order your furry friend to arrive stuffed, ALL sounds or scents added to your Shopping Bag will be placed inside the furry friend. If you are planning to add the sound or scent on a future visit to your local Workshop, simply click the "Unstuffed, I'll Stuff It In Store" option to add the unstuffed furry friend, sound and/or scent to your Shopping Bag through the Bear Builder.

MY ACCOUNT

How do I create an online account with Build-A-Bear?

First, visit us at www.buildabear.co.uk. Then just click on ‘My Account,’ and follow the prompts to create your account. It’s simple! Or, create your account now.

How do I manage my account?

All the information in your account can easily be managed by clicking ‘My Account’. After you log in, you will be able to update any information you like, including shipping address, password changes, billing address and more.

What if I forgot my account password?

If you forgot your password, we’ll send an email to the address you provided when you created your account with Build-A-Bear. Once you select ‘Email New Password,’ we’ll send an email with a new password to sign in with. If you do not receive an email please try requesting a new password again, or please check your spam or junk email folders used with your email service — it might have gotten caught in a filter. (These filters occasionally move the password email from your inbox to a junk filter, or they may block it completely.) If you feel your new password email is being moved or blocked, simply add the email address guest.services@buildabear.co.uk to your safe senders list and try again.

I remember my password, but the website will not accept it. What can I do?

If you enter your login information, including the password (our passwords are case sensitive), incorrectly five times, your account is automatically locked to protect your information. Please wait five minutes and try to log in again. If you still cannot log in, try the ‘I Forgot My Password’ link. Or email us at guest.services@buildabear.co.uk

Will Build-A-Bear share my email address or information?

We respect your privacy and do not share your information with any unrelated third parties for their marketing purposes. For more information, please review our Privacy Policy.

How can I check my Gift Card balance?

You can check your Build-A-Bear Workshop gift card balance any time! Simply click here. You will need to have a Build-A-Bear account to take this action. If you do not have an account with us, please create a Build-A-Bear account.

SHIPPING

For any question regarding shipping and tracking orders, click here.

Can I check the status of an order?

Absolutely, and at any time. Please visit www.buildabear.co.uk and select My Account. From there, select View Order History, where you will find the order summary and detailed information.

How will my order arrive?

Depending on the item you purchased, it will arrive in a branded Build-A-Bear Workshop shipping box or polybag.

Do you offer expedited shipping methods?

We are not currently offering Next Day or Weekend delivery.

RETURNS

How do I return an item?

If you decide to return any items in your order for any reason, simply return your purchase at your area Build-A-Bear Workshop store. Or, follow the instructions on the invoice.

How do refunds work?

A refund is available with the original proof of purchase from Build-A-Bear Workshop. A refund or credit will be issued for the purchase price, current list price, or prorated price, depending on the item(s) returned. Merchandise purchased directly from www.buildabear.co.uk, a Build-A-Bear Workshop retail store in the UK, or by phone through our Guest Service Department may be returned to the Build-A-Bear Workshop Returns Department or to any UK Build-A-Bear Workshop retail store, within 90 days of purchase. If you do not have an original proof of purchase, we will exchange or provide merchandise credit for any returned product at our discretion. Please note that shipping fees are non-refundable.

For more information about Build-A-Bear returns, please see our Return Policy.

Don’t See What You’re Looking For?

Please email us at guest.services@buildabear.co.uk -- we’ll be happy to help!

Customer Service Hours

Sunday – Saturday: 2pm – 8pm GMT