Top 10 Most Asked Questions
- Does the price shown on the website include VAT?
No. During the pre-order period, prices are displayed excluding VAT. Applicable VAT will be applied when payment is requested or charged prior to dispatch.
- Why is the amount payable higher than the price I originally saw on the website?
Prices displayed during the pre-order period exclude VAT. The final amount payable will include applicable VAT and will be calculated when payment is requested or charged.
- Do I pay when I place my pre-order?
No. Payment is not taken when the pre-order is placed. Payment will be requested or collected closer to the expected arrival date of your bear. We will notify you once your bear has arrived and before any payments are taken.
- Why haven’t I been charged yet?
Pre-orders are charged closer to the arrival and dispatch of the bear. Depending on the expected arrival date, there may be several weeks or months between placing your order and payment being collected.
- Why has a bear disappeared from the website?
Once a bear reaches its allocated pre-order capacity, it may no longer be available to purchase and can be removed from the website. This does not affect customers who have already successfully placed a pre-order.
- I saw a bear available previously but can’t find it now. Has it sold out?
The bear may have reached its allocated pre-order capacity. Once the allocation is fully reserved, the product may no longer be visible or available to purchase.
- Can I use a discount code on a pre-order?
Yes. You can apply a discount code to a pre-order. The discount is not applied at the time of placing your pre-order. Any request must be made before payment is processed. You can do this by adding a note within the ‘notes’ section in your pre-order account or contact our team who can apply this request on your behalf. Once your bear arrives we will then send you a link for payment where the discount has already been applied.
- What happens if my payment fails when charges are processed?
If a payment attempt is unsuccessful, you will receive an email with instructions on how to update your payment details and complete your payment. You will be notified via email within 24hrs and provided with instructions on how to complete payment/update payment details.
A further payment attempt will automatically be made 48hrs after the initial attempt. After a second failed payment attempt, if we have been unable to contact you please be aware that we can’t guarantee your bear will still be available.
- Why have I received a payment link instead of being charged automatically?
Depending on your location and payment method, payment may be requested via a secure payment link rather than being collected automatically.
- How do I view my pre-orders?
Your order confirmation email contains a secure link to your online pre-order portal where you can view and manage your pre-orders. Any pre-orders placed via our Pre-Order app won’t be visible in your Charlie Bears account via the website.If you are unable to find your link to the portal, please contact the team and they can send you a copy of the link.
More Frequently Asked Questions
When is Launch Part 2 taking place?
Launch Part 2 of the 2026 Charlie Bears Collection will take place on Saturday 20th June at 9pm BST via our official YouTube launch event.
Pre-Orders
What is a pre-order?
A pre-order allows our valued collectors to reserve a bear before it is available to ship.
Pre-orders are limited and offered on selected characters. If you successfully secure a pre-order, we will contact you when your chosen bear arrives in stock and is ready to be shipped.
How can I pre-order a bear if it isn’t available to buy on launch night?
If a bear is available as a pre-order, a “Pre-Order” button will appear on the product page. Simply complete the checkout process to reserve your place.
Can I order more than one bear in a single pre-order?
No. Pre-orders must be placed one bear at a time. Each bear needs to be selected individually and checked out through its own pre-order process. This allows us to manage arrivals properly, as different bears arrive at different times, and ensures your bear can be dispatched as soon as it becomes available.
Is there a limit to how many of the same bear I can pre-order?
Yes. We generally limit pre-orders to one bear per person.
How will I know my pre-order is confirmed?
Once your pre-order is complete, you’ll receive a confirmation email.
This confirms that:
- your deposit has been taken
- your pre-order has been secured
You’ll also receive a secure link allowing you to view and manage your pre-order.
Can I manage my pre-order after placing it?
Yes. Your confirmation email contains a secure portal link where you can manage your order and update payment details.
Can I cancel my pre-order?
Yes. You will need to contact your regional Bearhouse or Cubhouse to do this and so please give the team a call.
Wish Lists
What is a Wish List?
A Wish List is a way for our collectors to register their interest in a specific bear when all pre-order slots are already full or no pre-orders are available.
Being on a Wish List means you’ll be notified if that bear becomes available in the future.
It does not guarantee a bear, but it ensures you won’t miss the opportunity if stock becomes available in the future.
Can I join a Wish List for a fully pre-ordered bear?
If a bear is fully booked for pre-orders, you can email your regional Cub House and ask to be added to the Wish List.
Payment & Charges
What is the validation charge and why is it taken?
A temporary validation charge of 50p helps Stripe verify your payment method. This charge is automatically refunded back on to your payment card.
When will the validation charge disappear?
The validation charge typically disappears within 24hrs, depending on your bank.
When will the remaining balance be taken?
The remaining balance is only collected once your bear has arrived and is ready for dispatch.
Can I change my payment method later?
Yes. Payment details can be updated through the secure portal link in your confirmation email. From there you can amend/update your details.
Are my payment details stored by Charlie Bears?
No. Charlie Bears does not store your card details.
All payments are processed securely by Stripe, our payment provider. Stripe handles card authentication and payment processing in line with the highest security standards.
Arrival & Availability
The estimated arrival date seems a long way away. Is this correct?
Yes. Many Charlie Bears are offered as pre-orders before they arrive in stock. Arrival dates are estimates and may be subject to change. We will of course keep you updated with any changes that may occur.
Why can’t you provide an exact arrival date?
Charlie Bears are lovingly hand-made and production schedules can vary. We therefore provide estimated arrival dates rather than exact dates.
How will I know when my bear becomes available?
You will receive updates via email and notification when payment is due and your bear is ready for dispatch.
Order Changes
Can I update my delivery address after placing a pre-order?
Yes. Please contact Customer Services as soon as possible if your address changes.
I entered incorrect information when placing my pre-order. What should I do?
If you contact Customer Services as soon as possible, we will assist you where we can.
Launch Part 1 Collectors
I’ve already placed pre-orders during Launch Part 1. Do I need to do anything during Launch Part 2?
No. If your Launch Part 1 pre-orders were successfully placed, no further action is required.
