Frequently asked questions (FAQ)

Shipping costs and the threshold for free shipping are shown on the Shipping information page.

Details on free shipping (including any minimum order value) are provided on the Shipping information page.

Delivery times vary by country and are listed on the Shipping information page.

Orders are shipped worldwide (except to the USA and Canada).

Orders are usually shipped with DHL or Deutsche Post, depending on the time of order as well as the size and weight of the parcel. For deliveries to Austria or Switzerland, final delivery is typically handled by the local postal service (Österreichische Post or Swiss Post).

Shipment tracking is available via the link in the email and through the tracking page.

All available payment methods are described on the Payment methods page.

After completing the order, the payment details for the bank transfer are displayed and also sent in the order confirmation email (amount and IBAN/BIC). Please enter the order number or invoice number as the payment reference so the payment can be allocated quickly. Dispatch takes place after payment has been received. Further details can be found on the Payment methods page.

The bank details (IBAN/BIC) and the amount payable are shown after checkout and are also provided in the order confirmation email. Please use the order number or invoice number as the payment reference. More information is available on the Payment methods page.

For purchases on account, billing is handled by the respective payment provider (e.g., Klarna). The invoice and payment information are usually provided by email and, depending on the provider, can also be viewed in the customer area or app. Please make payment only according to the payment instructions on the provider’s invoice; the invoice may be sent a few days after the order. If offered, the invoice can also be downloaded via the order overview; the link is included in the shipping confirmation email.

If possible, we will help; it is best to get in touch as quickly as you can, as orders often move to shipping very quickly. Contact us via the Contact page.

In the case of withdrawal, the direct costs of return shipping must be borne by the customer. Further details are provided in the cancellation policy.

A short explanation is available on the Returns & withdrawal page; the legally binding details are set out in the cancellation policy.

The current deadlines and conditions are described on the Returns & withdrawal page.

The return address and process are given on the Returns & withdrawal page.

Refunds are issued after receipt and inspection of the return. Details of the process are described on the Returns & withdrawal page.

Please report this via the contact form (ideally including the order number and a photo). A suitable solution will then be offered (for example, a replacement).

Please report this via the contact form (order number and a brief description). The delivery will then be corrected accordingly.

Please report this via the contact form and, if possible, attach photos of the packaging and contents. A suitable solution will then be offered.

First check whether the parcel was left with neighbours or housemates, or at a safe place. If possible, wait 1–2 business days (in some cases, tracking updates with a delay). If the parcel is still missing, please report this via the contact form so the case can be investigated.

An overview and rules for name personalization are provided on the Personalized baby gifts page.

Personalized or custom‑made products are excluded from the right of withdrawal.

Yes. An order can be sent as a gift. On the product page, you can use the options box above the “Add to cart” button to select additional services such as “wrap as gift” and “add greeting card”.

Yes. During checkout, you can specify a delivery address that differs from the billing address.

Yes. Gift wrapping and a greeting message can be added per product by selecting the options “wrap as gift” and/or “add greeting card” in the options box on the product page; both options can also be selected at the same time.

No, a customer account is optional. An order can also be placed as a guest.

Yes, guest checkout is available.

In the customer account under “Orders”. There you can view order details and, where available, access the tracking link.

The shipping confirmation email contains a link to the order management page, where the invoice can be downloaded.

In the login area, click “Forgot password?” and follow the instructions.

Our products meet the applicable legal requirements. Further information can be found on the “Safety & testing” page.

Material details are listed on each product page (for example under “Additional information”).

Care instructions are printed on the product packaging and shown on the product page (for example under “Product safety”). If anything is unclear, support is happy to help.

Support is available via the contact form.

Please always include the order number as well as your name or email address so the request can be matched. For complaints, attach 1–3 photos that clearly show the issue; for transport damage, ideally also include photos of the outer packaging and the shipping label.