Frequently asked questions
Questions about ordering and payment
Every order is packed with care and sent on its way quickly and safely, no matter where you are. Your shipping costs will be shown automatically at checkout after 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 | €49 |
*Spain, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Greece, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Cyprus, Ireland, Sweden, Hungary.
No, there is no minimum order value.
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 adjust or cancel your order, please send us a message as soon as possible at info@merletoys.com.
We will be happy to check whether this is still possible.
Once your parcel is on its way, we unfortunately can no longer cancel the order.
Currently, we accept payments via credit card (VISA, Mastercard, American Express), PayPal, and Klarna (Instant Transfer).
Questions about Delivery
The average delivery time is 3-5 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. We’ll assist you promptly.
Yes, once your order is shipped, you will receive an email from us with the tracking number.
Questions about Returns and Refunds
If you’re not satisfied with our item, you can return it to us.
Please contact our customer service beforehand at info@merletoys.com. We will cover the return shipping costs.
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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