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FAQs

Please click on the topic you have questions about.

Stores

Is my local Workshop closed?

In adherence with local government guidelines, all Build-A-Bear Workshop stores are temporarily closed. We will continue to follow the latest guidance and information coming from local authorities.

Can I make an online purchase and collect it at my local Workshop?

We are not able to fulfill online orders for pickup at a local Workshop at this time, but hope to be able to offer this 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 at any point in 2021.

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.

Will coupons and rewards certificates that expire soon be extended?

Yes, we will accept reward certificates and coupons past their stated expiration date. More specific information will be available once stores reopen. Our current offers can also be redeemed online at buildabear.co.uk

How can I contact Guest Services?

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 email UKGuestServices@buildabear.com or call our Guest Services Call Center, which is currently operating from noon to 8pm GMT, at 0800 542 0635. While we are doing our best to answer questions as quickly as possible, please understand there may be a delay in our response time.

Animal Crossing: New Horizons Waiting Room

How does the virtual waiting room work?

You will be randomly assigned a place in line in the virtual waiting room. When your turn is approaching, you’ll be given access to purchase the Animal Crossing: New Horizons collection.

How is line placement determined in the virtual waiting room?

Guests who join the pre-waiting room before 4:00 p.m. will be randomly assigned a spot in line once the Animal Crossing: New Horizons collection goes on sale. Guests who join after 4:00 p.m. will file in at the end of the existing line.

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

You can sign up for email notifications to be notified when your turn is approaching, or you can also do other things on your computer and you’ll be automatically notified (make sure your sound is on) when it’s your turn. When it’s your turn, you’ll have a limited amount of time to enter the Build-A-Bear website to purchase the Animal Crossing: New Horizons collection.

What happens when I reach the front of the waiting room?

You’ll gain access to our shopping site and have a limited amount of time to purchase the Animal Crossing: New Horizons collection and complete your transaction. 

Will everyone that enters the waiting room be able to purchase the Animal Crossing: New Horizons collection? 

Due to high demand and limited quantities, not everyone in the waiting room will be able to purchase the Animal Crossing: New Horizons collection today, but it will return in the future!

Will the Animal Crossing: New Horizons collection be available to purchase at the Workshop? 

The Animal Crossing: New Horizons collection will be arriving in the Workshop this summer. Be sure to sign up for email notifications for updates on online restocks and in-store arrivals.

PRO-TIP: Sign up for or log into your Bonus Club account for easier checkout!

Klarna

What is Klarna?

Klarna is a company that partners with retailers all over the world to make it easy for shoppers to pay the way they’d like to. When shopping online at Build-A-Bear Workshop, Klarna offers Pay in 3 which is an interest-free payment plan option.

What happens if I make a return?

If you need to return part or all of your order, Klarna will adjust your account balance. Simply follow our return instructions and then log into your Klarna account, select “report a return”, and Klarna will pause your statement. As soon as Build-A-Bear has processed your return, Klarna will send an adjusted invoice.

There's something wrong with my order. Do I still need to pay for it?

You do not need to pay for goods that are received damaged, broken, or defective. Follow Klarna’s dispute instructions and “report a problem” in your Klarna account to pause your statement until the issue is resolved. As soon as Build-A-Bear has registered your return, the refund will be processed within 5-7 business days.

I have not received my order. What happens to my Klarna statement?

Your first payment will be charged when your order has been shipped. If you have not yet received your order, please contact Build-A-Bear for a delivery update. Log into your Klarna account, and “report a problem” to pause your Klarna statement until you’ve received your order.

My Klarna statement is incorrect. What should I do?

If your Klarna statement does not match your order details, please contact Klarna directly to correct your statement. Log into your Klarna account and “report a problem” to pause your Klarna statement until the details have been corrected.

Don’t see your question here?

Check out Klarna’s full FAQ page. You can reach Klarna anytime at https://www.klarna.com/uk/customer-service/ or by downloading the Klarna app.

Shopping

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 currently offer Next Day 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?

Contact us – we’ll be happy to help

Customer Service Hours

Monday – Friday: 12pm – 8pm GMT
Saturday: 3pm – 8pm GMT
Sunday: 3pm – 8pm GMT