Shipping & Delivery

Delivery Areas
We currently offer shipping to destinations within the European Union. For orders outside the EU, please contact our customer service team for availability and potential shipping options.

Shipping Methods & Times
We aim to process and dispatch all orders within 1-2 business days after payment confirmation. Standard delivery times vary by destination:

  • Germany: 2-4 business days
  • Austria: 3-5 business days
  • France: 3-5 business days
  • Benelux countries: 2-4 business days
  • Other EU countries: 4-7 business days

Express shipping options are available at checkout for faster delivery.

Shipping Costs
Shipping costs are calculated based on order value and destination:

  • Standard shipping (EU):
  • Orders up to €49: €4.90
  • Orders €50-€99: €6.90
  • Orders over €100: Free shipping
  • Express shipping:
  • Additional €9.90 regardless of order value

Order Tracking
Once your order is dispatched, you will receive a confirmation email containing:

  • Your tracking number
  • Carrier information
  • Expected delivery date
  • Link to track your package

Delivery Process
Packages require signature upon delivery. Please ensure someone is available at the delivery address during business hours. If you’re unavailable:

  • The carrier will leave a notification card
  • Packages may be delivered to neighbors
  • Packages might be held at local pickup points

Customs and Import Taxes
For orders shipped within the EU, no additional customs fees or import taxes apply. For orders outside the EU, any applicable customs duties or import taxes are the responsibility of the recipient.

Delivery Issues
If you experience any issues with your delivery:

  • Contact the carrier directly using your tracking number
  • If unresolved, contact our customer service within 14 days
  • Provide your order number and delivery details

Missing Packages
In the rare event that your package goes missing:

  • Report to us within 30 days of expected delivery
  • We will initiate an investigation with the carrier
  • Replacement or refund will be provided based on investigation results

Shipping Restrictions
Some items may have special shipping requirements due to size, weight, or value. These include:

  • Large plush toys (over 60cm)
  • Special edition items
  • Bulk orders

Holiday Shipping
During holiday periods:

  • Allow extra processing time
  • Check our website for holiday shipping deadlines
  • Consider express shipping for time-sensitive deliveries

Package Insurance
All shipments are automatically insured against loss or damage during transit. Claims must be filed within 30 days of delivery date.

Returns Shipping
For returns and exchanges:

  • Customers are responsible for return shipping costs
  • Use trackable shipping methods
  • Retain proof of postage until refund is processed

Contact Information
For shipping-related inquiries, please use our contact form. Include your order number and specific question for faster assistance. Our customer service team typically responds within 24 business hours.

Important Notes

  • Delivery times are estimates, not guarantees
  • Weather conditions may affect delivery times
  • Provide accurate address information during checkout
  • Review your order confirmation carefully

For complete shipping terms and conditions, please refer to our Terms of Service.