Help & FAQs
Looking for answers to your questions? Well, we can’t answer all of the world’s great questions, but we can certainly answer those that relate to purchasing on our website.
Ordering
Can I cancel my order?
Can I cancel my order?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.
Change your mind?
Change your mind?
Change your mind?
How can I return a product that I no longer want?
How can I return a product that I no longer want?
We currently ship to the United States, Canada, Australia and the UK. To enquire about shipping to a different destination, please contact us.
What if I got something I did not order?
What if I got something I did not order?
Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).
What if the information on our website doesn’t match what I ordered?
What if the information on our website doesn’t match what I ordered?
Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.
Payment
Which payment options do I have?
Which payment options do I have?
Payment must be done before you complete your order. We accept PayU, credit cards, as well as Discovery Miles. Alternatively, if you live in South Africa, you can make an EFT payment, however your toys will not be sent until the money reflects in our account, which could take 2 – 3 working days.
Will my personal details be secure when shopping online on Build-a-Bear?
Will my personal details be secure when shopping online on Build-a-Bear?
Payment must be done before you complete your order. We accept PayU, credit cards, as well as Discovery Miles. Alternatively, if you live in South Africa, you can make an EFT payment, however your toys will not be sent until the money reflects in our account, which could take 2 – 3 working days.
Payment
What is your returns policy?
What is your returns policy?
Payment must be done before you complete your order. We accept PayU, credit cards, as well as Discovery Miles. Alternatively, if you live in South Africa, you can make an EFT payment, however your toys will not be sent until the money reflects in our account, which could take 2 – 3 working days.
Can I return a product that I bought in-store?
Can I return a product that I bought in-store?
Payment must be done before you complete your order. We accept PayU, credit cards, as well as Discovery Miles. Alternatively, if you live in South Africa, you can make an EFT payment, however your toys will not be sent until the money reflects in our account, which could take 2 – 3 working days.