F.A.Q. | Build-A-Bear®

Common questions

How does building a teddy bear online at Build-A-Bear work?

At Build-A-Bear you can design your very own teddy bear online! The process works almost like in the store – you choose the teddy bear, the accessories and give it a heart. The only difference is that we stuff the teddy bear for you. You can still dress it in fun clothes and accessories. It’s a magical experience where your teddy bear gets your personal touch! When purchasing online, you will receive the item with a blank birth certificate.

How can I add sounds or scents to my teddy bear online?

You can choose a scent or a beating heart in the online store. The sound is only available in Build-A-Bear Workshop at only at XS Lelut Helsinki Stockmann store.

Can I change or cancel my online order?

If you need to change or cancel your online order, please contact our customer service as soon as possible. We will do our best to help. But please note that orders that are personalized may not be able to be changed or canceled after production has started.

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

You can order products online and pick them up in Build-A-Bear Workshop at only at XS Lelut Helsinki Stockmann store on the 6th floor.

Can I make a return?

The 14-day return period does not apply to any personalized items such as Build-A-Bear customized products (including added fragrance, beating heart, etc.), as well as other personalized items or products produced accordingly to custom order.

Can I bring a bear for repair?

Yes you can! If your furry friend needs a little care, bring it to the Build-A-Bear Workshop at XS Lelut Helsinki Stockmann store and we will be happy to help!

Can I buy gift cards for Build-A-Bear?

Yes, you can buy gift cards for Build-A-Bear Workshop at XS Lelut Helsinki Stockmann store.

How do I best care for my teddy bear?

Your teddy bear loves adventures, but can also get dirty. Most of our teddy bears can be washed by hand with a mild soap and air-dried. Your teddy bear can be washed at 30 degrees, however, the filling, sound and heartbeat must be removed before washing. You can always visit a Build-A-Bear Workshop and have your teddy bear refilled free of charge. Always check the washing instructions on your teddy bear or contact us if you are in doubt.

Can I buy a skin without filling?

No you cannot, it is against Build-A-Bear brand policy and we never sell unstuffed skins.

Do you accept coupons or gift cards issued in other countries?

No, we do not accept any coupons, vouchers, or gift cards from other countries.

Can I purchase a voice recording without the toy?

No you cannot, it is against Build-A-Bear brand policy and we never sell voice recordings without furry skin.

Can I record a personal sound for my teddy bear?

Yes, you can record a personal sound in our physical store. This feature is not available online.

How long can be voice recording?

Voice recording time is 10 seconds.

Where can I find a physical Build-A-Bear store in Finland?

Physical Build-A-Bear Workshop is located inside the XS Lelut store on the 6th floor of the iconic Stockmann department store in central Helsinki. Here you can build your own teddy bear and get the full experience!

Birthday Party F.A.Q.

Build-A-Bear Birthday Party Rules (Finland)

For party bookings, the terms and conditions stated here apply. Additional special terms and conditions for, and information may also be advertised on our website or in the store when booking a party.
Booking a party is to be done via email (helsinki@xslelut.fi), phone (+358 40 024 0842) or on location at XS Lelut Stockmann, Helsinki.
Build-A-Bear birthday parties can only be booked for the following time slots:
Mon-Thu 10.00-20.00 (mall closes at 20.00)
Fri 10.00-15.00 (party can’t exceed 15.00)
Sat 10.00-12.00 (party can’t exceed 12.00)
Sun 14.00-18.00 (mall closes at 18.00)
For party bookings, a fee is charged for the party package you have chosen in connection with the birthday party. The price is stated in connection with making your booking.
The number of participating children and the choice of party package must be confirmed in connection with the booking, at least 14 days before the party.
The party can be booked up to 3 months in advance.
Changes to the booked day or time can be made no later than 14 days before the booked visit. Changes to the number of children or party packages can be made no later than 48 hours before the planned visit. Changes can be made provided that the booking situation allows changes, considering that the desired new time is available.
Cancellation of the party booking must be notified no later than 14 days before the planned visit to get full refund. During the 14-day period before the party, it is only possible to reschedule the party 1 time, or cancel the party, losing the party planning and organization fee of 49 eur. Cancellations cannot be made later than 48 hours before the planned visit. In the event of sudden illness within the 48-hour period before the party, please contact the store directly to reschedule the party – please keep in mind, no changes to the party package can be made during this period, only rescheduling is possible. Should a guest fall ill, we recommend filling their spot or making two furry friends for someone else. In case of rescheduling, the new party booking must take place within 3 months from the date of the reservation.
In case nobody attends scheduled visit without notice, we reserve the right not to refund the prepayment.
A party booking requires a minimum number of five (5) children. The maximum number of participants is 10 children.
At least one adult (supervisor) must accompany the visit. The supervisor is responsible for the children during the visit.
When booking, you pay the fee in advance for the selected party package according to the number of children who will attend the party. The fee must be paid in full on the spot or 14 days before the party at the latest.
A party booking includes a Build-A-Bear workshop, creation of a stuffed animal for each participant, accessories according to the selected package, and activities with the party guests.
Food and drinks (except water) may not be brought into the party.
Please be advised that there is no guarded cloak room for guests!
We reserve the right to change these Terms and Conditions, and will publish the latest version on buildabear.fi.