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.


It is not possible to cancel an online order without contacting one of our wonderful customer service representatives. Please contact us as soon as possible if you wish to cancel or amend your order, we are always happy to help. You can either call us on 0861 862 343 or email webstore@buildabear.co.za.

We all change our minds, but in order to qualify for a full cash refund, you need to exercise this right to cancel within 7 days from date of order placed.Please send an email to webstore@buildabear.co.za.

All goods must be returned to us, unused, together with all original packaging. Please make sure that your return package is packed and sealed securely and we will arrange for collection. Email webstore@buildabear.co.za for all the details.

Sometimes, gremlins creep into our boxes and change your Build-A-Bear order. If there are any discrepancies with your order, please notify us within 48 hours of receiving your order. If you have been shipped the incorrect goods, please accept our humble apologies and contact our customer service team 0861 862 343 or email webstore@buildabear.co.za. They will arrange for a collection of these goods. All the replacements will be sent at no extra cost

Sometimes we get it wrong. Unfortunately if the image, description, price or availability is incorrect, we will not be able to replace the item with that was incorrectly represented. We promise to do our best not to get these details wrong, and will do our best to rectify the mistake, but cannot confirm that the exact replacement product will be supplied.


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.

You can shop from buildabear.co.za with utmost confidence, knowing that the transactions are protected. You will see either a little lock in the corner next to our URL, or the HTTPS that designates that our site is secure, depending on the type of browser that you are using.


You can see our full return policy on our Returns page here.

You can only return Build-A-Bear products that have been purchased directly through this website. Build-A-Bear products purchased at a retail store or from other websites must be returned to the original store or site from which they were purchased. If you are not happy with your Build-A-Bear products, please follow our delivery, returns, exchanges and repairs policy, so that we can exchange or refund your order. We reserve the right to reject the return of products that are not returned in accordance with this policy procedure. We may request that you pay delivery charges to return such goods back to you. Our returns policy does not affect your statutory rights.