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Frequently asked questions
Here you will find answers to questions about ordering, payment, delivery, returns & more.
Questions about ordering and payment
Your order is packed with great care and then shipped quickly and safely to you – no matter where you live. Shipping costs are automatically shown at checkout once you enter your delivery address.
| Shipping to | Shipping costs | Free shipping from |
| Austria | 6,95 € | 49 € |
| Germany | 4,95 € | 39,90 € |
| Other European countries* | 9,95 € | No free shipping |
For deliveries to other European countries, shipping costs apply regardless of the order value.
*Spain, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Greece, Italy, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Cyprus, Ireland, Sweden, Hungary.
Currently, we deliver to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, and Spain
Changes or cancellations are only possible for a short time after purchase. If you would like to modify or cancel your order, please send us a message as soon as possible at info@merletoys.com.
We’ll be happy to check whether this is still possible.
Once your parcel is on its way, unfortunately we can no longer cancel the order.
Im Moment bieten wir Zahlungen mit Kreditkarte (VISA, Mastercard, American Express), Apple Pay, Google Pay, PayPal und Klarna (Sofortüberweisung) an.
Questions about Delivery
The average delivery time within Germany is 3–5 business days. For all other European countries, delivery takes approximately 4–7 business days.
Your order will be delivered by a parcel service (DHL, DPD, or Amazon Logistics).
Yes, that’s possible. You can specify any delivery address at checkout.
We apologize for the inconvenience! Please contact our customer service at info@merletoys.com.
Yes, once your order is shipped, you will receive an email from us with the tracking number.
Questions about Returns and Refunds
If you are not satisfied with our product, you can return it to us. Please contact our customer service team at info@merletoys.com before sending it back. We will cover the return shipping costs.
Notice regarding partial returns:
If the value of the items you retain falls below the free-shipping threshold applicable to your order as a result of a partial return, the standard shipping costs applicable to your order will be taken into account when calculating the refund. The return shipment remains free of charge for you.
In case you are not happy with your product, you can send it back to us within 30 days without telling us a reason for it.
Questions about Spare Parts and Instructions
Yes. We want every child to be happy with our toys and to continue playing with them, even if a part gets lost or breaks! Feel free to write to us at info@merletoys.com, and we’ll process your concern promptly.
Need help? Contact us — we’re here for you.
Whether it’s about choosing toys or questions about individual products – we’re happy to help!
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