Frequently Asked Questions
A) Product related questions
1) What does FSC mean?
The FSC (Forest Stewardship Council) certification is recommended as an international seal by world environmental organizations such as Greenpeace and WWF to help preserve ecological balance. Most of our toys are FSC certified including Grimm's, Ostheimer, Kolekto and Kapla.
2) Are the marks on my toys normal?
Yes don't worry these marks are perfectly normal and a sign of quality. Wood it is a natural material so it always has various markings that show up in our products, making each one of them unique as they are made from nature. Wood grain has changing structures and colours which serve as proof of its natural origins.
All of these marks and variations are proof of quality and not considered defects.
Please find some further explanations by some of our manufacturers:
3) Are the toys safe to mouth on?
You don't need worry as they are harmless to your child. We only cater toys which are absolutely safe for your children.
All colours and oils we use are certified in accordance with the EN 71 and CPSIA/ASTM 963 standards and are recommended for use on children’s toys.
4) What is the smell on my new product?
Some of the toys use oil on the nature wood products with a mix of different nature oils. The stronger smell is typical for natural linseed oil which is completely harmless, and it will decrease over time. For care simply use soapy water with a damp cloth for cleaning. Dry immediately. Do not submerge in water and do not use disinfectant or hot water.
5) How to clean the toys?
Simply use soapy water with a damp cloth for cleaning. Dry immediately and do not immerse in water. Avoid using disinfectant or hot water as this could damage the toy.
6) What is "spiel gut" and what does it mean?
The German "spiel gut" award was created to encourage toy manufacturers to bring better toys on the market. The award is given to toys that meet specific criteria, which have been continuously developed by an independent committee composed of psychologists, educators, parents, and other individuals since 1954. More than 2,500 toys have already been given the spiel gut award, and as many as 600 new toys are tested by the committee each year.
For more information visit www.spielgut.org
7) What if the toy I want is not available?
Products are subject to availability. In case the product you are looking for is currently not available please reach out to us at email@example.com and we will try to accommodate your request. Pre-order is possible upon request with delivery to be confirmed after receiving your inquiry.
B) Shipping & returns
1) Processing and delivery times
We usually process orders within 2-3 business days, excluding weekends and holidays.
Delivery times will depend on the stock availability in our different warehouses and can vary between 3 to 10 business days. Please be aware that we cannot influence shipping couriers and potential delays caused by them.
For pre-order items or out of stock items please contact us as firstname.lastname@example.org to obtain an estimation on the delivery time.
1) Checking of products upon receipt
Please check your newly purchased toys upon receipt for defects and inform us at email@example.com within 7 days.
We are not responsible for any damages breakages that occur while playing with the toys. Manufacturing faults will be referred to the manufacturer for assessment.
3) The parcels containing products I received are damaged − what to do?
It is the customers responsibility to check goods on arrival to ensure no damages have occurred during delivery. Open the parcels while the driver, who delivered the parcels, is next to you. If there is anything damaged or missing refuse the parcel and contact us at firstname.lastname@example.org.
4) How to return a product if I don’t like it?
Goods have to be returned at buyers cost within 7 days of receipt in original packaging otherwise we are not able to accept your return.
For international orders that are cancelled or returned due to reasons beyond our control, we are not liable to reimburse any exchange rate losses or third party fees and charges incurred.
5) Taxes and Duties
The receiver/customer is responsible to take care of potential import duties or taxes in the receiving country.