Answers to the questions we get asked most. If yours isn’t here, get in touch and we’ll come back to you.
Ordering & payment
What payment methods do you accept?
You can pay by credit card, PayPal, bank transfer, or gift card. The full list is shown at checkout.
What currency are your prices in?
All prices are listed in US dollars (USD). Shipping is added at checkout and depends on your location and the delivery speed you choose.
Do I pay VAT?
No. VAT is not charged on our orders under the small business exemption scheme, so neither consumers nor businesses pay VAT on the order value.
What happens if an item sells out after I order it?
If we can’t fulfil your order because stock has run out, we’ll let you know as quickly as possible and refund everything you paid, including shipping, within 7 days of that notification.
Shipping & delivery
Where do you ship to?
Worldwide. We operate from the USA, Japan and the United Kingdom.
How long will my order take?
Orders to the USA, UK and Japan generally arrive within 4 business days of the sale being confirmed. Every shipment is guaranteed to arrive within 10–15 calendar days.
What delivery options do you offer?
Inside the United States we offer a 2 business day service, a standard service, and free shipping on qualifying orders. Everywhere else you can choose a 3 business day service, a 5–7 business day service, or free shipping on qualifying orders. Exact prices appear at checkout once you enter your address.
Will I have to pay customs or import duties?
Some destinations apply customs charges. These are charged to the recipient and are your responsibility, not ours.
Pre-orders
How do pre-orders work?
Pre-order items are paid for at the time you reserve them. The estimated delivery window is shown in the product description, and we’ll contact you once your order is ready to ship.
Are pre-order dates guaranteed?
No. Pre-order dates are indicative. Production delays and import issues outside our control can push them back, and we’ll keep you informed if that happens.
Returns & refunds
How long do I have to return something?
You may return an order within 15 days of receiving it. To start a return, email a return declaration to Sales@originalbearbrick.com within 14 days of delivery.
What condition does the item need to be in?
You’re welcome to inspect a figure the way you would in a shop. If it has been used beyond that, or shows signs of use or wear, we may reduce the refund to reflect the drop in value.
Who pays for return shipping?
You do, unless the return is because we sent the wrong item or the item is defective, in which case we cover it.
When will I get my refund?
Once you’ve sent your return declaration, send the goods back within 10 days. We refund every payment made under the order within 10 days of receiving the item back. We may hold the refund until the item reaches us or you provide proof of return, whichever comes first.
Is anything excluded from returns?
Gift cards are non-refundable, as are promo codes applied to gift cards.
Faulty items
My figure arrived damaged or faulty. What now?
Email Sales@originalbearbrick.com within two months of noticing the defect. We’ll repair or replace the item, and if neither is possible we’ll refund you in full. We respond to complaints in writing within 15 days.
How long are items covered?
We’re responsible for faults that were present at delivery and appear within two years of it. For the first six months after delivery, a fault is assumed to have been there on arrival unless we can show otherwise.
Authenticity
Are your Bearbricks genuine?
Yes. We’re an authorised Medicom Toy dealer, and every figure we sell is genuine Medicom Toy product. BE@RBRICK is a trademark of Medicom Toy.
Who are you?
Original Bearbrick was founded in 2018 and has grown into one of the largest marketplaces of its kind, used by over a million collectors. You can read more about us.
Still need help?
Email Sales@originalbearbrick.com or use the contact form and tell us which figure you’re after.