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Home page FAQ: The most frequent questions addressed to k...

FAQ: The most frequent questions addressed to kidsroom.de

FAQ: The most frequent questions addressed to kidsroom.de

Owing to our many years of experience in the online sale of baby merchandise, we are familiar with the needs and problems of parents. For this reason, providing personal, multi-lingual customer service free of charge is our top priority.
In order to save you valuable time that you could otherwise be spending with your family and to make the shopping experience as hassle-free as possible, we have already compiled a list of answers to the most frequently asked questions.

FAQ: The top 5 of all questions

The delivery time of the individual items can be found on the product detail page. The time indicated means when the item is ready to be shipped. Please note that some items are not immediately available and must be ordered or re-ordered first. Please add the possible delivery time to your delivery country.

The delivery time to your selected country is determined by the selected shipping method in your order. Express shipments reach the recipient within a few days.

After completing your order, you will receive an order confirmation, on which each item is listed with its own delivery time. The shipping day is determined by the item with the longest delivery time to Kidsroom because we usually combine all items ordered into one delivery.

As soon as your parcel has been shipped, you will receive a shipping confirmation with the tracking number and the link for tracking your parcel.

The delivery time to your country can be found under the tab “Payment & Shipping” right next to the item description. Please check whether you have selected the correct delivery country in advance. Due to force majeure, there may be variations from the specified delivery time. We have no influence on this and would like to apologize for any inconvenience.

If you have registered a customer account, you can view the current status of your order at any time.

Our customer service will also be happy to help you with status and delivery inquiries at any time. Email us or contact us by phone.

Email: info@kidsroom.de

Telephone no.: +49 (0) 3695 85 38 00

As soon as your order has left our warehouse and has been handed over to our logistics partner, you will receive an email with the tracking number of your parcel. With the tracking number, you can track your parcel virtually on the shipment tracking page of the logistics company.

You have the option of returning items you dislike or that do not meet your expectations within 14 days of receipt of the package.

If you would like to return items that you dislike, simply send them back to us within 14 days of receipt.

Return address:

Please enclose the invoice or delivery note with the return.

kidsroom.de GmbH & Co. KG

Returns

Am Langen Streif 11

D - 36433 Bad Salzungen OT Langenfeld

Please note that you will incur costs in the form of shipping fees for a return. These will not be reimbursed.

In case of a defect or complaint, please always contact our customer service directly. We are glad to help you.

For an assessment of the damage and for further processing, we need your order number as well as photos or a video on which the defect is clearly visible. As a rule, the manufacturer or supplier of the respective item is included in the processing.

VAT for Germany

Our customers from Germany are charged VAT at the rate of 19%.

VAT within the EU

Customers from EU member states pay the applicable VAT for their country.

VAT and customs information outside the EU

Sales to countries outside the EU are VAT-free. In the delivery country, as a customer outside the European Union, you pay the applicable import sales tax for your country as well as any customs and processing fees upon delivery of your order. Please inform yourself directly at customs or at your local post office about the amount of the costs incurred.

Commercial purchase with sales tax identification number

If you would like to order as a company or for a company located in Germany or within the European Union, we kindly ask you to send us the company's VAT identification number and an informal confirmation that your order is for operational use only. Our customer service will then place the order for you.

VAT refund with customs export receipt

If you want to export items from an EU member state to a country outside the EU, we will refund the VAT paid. As proof, we need the export receipt signed by customs and the original invoice for your order from kidsroom.de. Please send the evidence by post.

You will get the customs form from our customer service. Simply email us to info@kidsroom.de

FAQ: Orders

Placing your order via our website

Ordering on the kidsroom.de website is very easy. If you are looking for a specific product, you can simply enter the product name in our search field. To do this, please click on the magnifying glass icon at the top left of our website under our logo. If you are looking for a specific product group or just want to browse our shop, there are a variety of categories you can browse to find the product that suits you best. On the product detail page, you then have the option of choosing a different color or size. With a click on "Add to shopping cart" you place the product in your virtual shopping cart. You can now add more products or go to the checkout.

If you have decided to buy the products, please click on your shopping cart and proceed to checkout. Log in with your email address and password. If you don't have an account with us yet, you can register now or create a new account. Alternatively, you can also order as a guest. Of course, you can optionally enter a delivery address that differs from the billing address.

In the "Payment & Shipping" step, you can select the preferred payment and shipping method.

You will then be taken to the order overview, to look at all the details of your order again. Is all data correct? If you want to change your entries, you can use the navigation to return to any of the previous steps. With a click on "Order now", you send your order.

Order via Email

Do you prefer to order our products by email? That is also no problem. Please send an e-mail with the following details to info@kidsroom.de:

  • Last name First Name
  • Address/street, house number, zip code, place of residence, country of delivery
  • Product name, item number, color, size
  • Chosen payment method: PayPal, credit card or bank transfer

Please note that payment on account and financing is unfortunately not possible when placing an order via email.

You have decided to create a customer account. You can do this before completing an order by registering as a new customer. Furthermore, you will now receive a personal customer number that you can use to log into "My Account". Create your personal password.

You will find all the details of your orders stored in "My Account", such as the item list with prices, payment instructions, delivery address and processing status. This overview also includes a link for shipment tracking, which you can use to track your parcel virtually until it is finally delivered to you.

With a detailed overview of your current account balance and all your entries (payments made, returns and credit notes), you can keep track of your account.

You can find your invoices for "Download" as a PDF file.

You can check and change personal data and addresses at any time.

It is also possible to subscribe to and unsubscribe from our newsletter.

You can also manage your wish lists in your personal customer account.

If you have subsequently decided on a different product, change the color or quantity or wish to cancel the order, we are happy to help you as long as the order has not yet been dispatched. If you have selected the payment method invoice or financing, more precisely installment purchase via Klarna, your order is directly linked to the ordered items. Therefore, even small changes require a cancellation. If additional payment is required for another item, we will send you a payment link to settle the difference. Refunds will be made by us to your original payment method within five days.

To be able to process your request to change or cancel the order as quickly as possible, please call our customer service or email info@kidsroom.de

As long as your order has not yet been shipped, you can contact us at any time. Email support@kidsroom.de with your order number. If you paid for your order via PayPal or chose Klarna invoice or financing, we CANNOT change the address afterwards. The order must then be cancelled and placed again.

We will enclose the invoice with your package. If you need this in advance, for example for import processing for a country outside the EU, you can contact us by e-mail (support@kidsroom.de) and we will send you a copy of the invoice by e-mail.

Please check the contents of your package for completeness immediately. If the wrong item was delivered to you or the quantity received differs from the quantity actually ordered, please contact customer service immediately.

For the free return of an incorrectly delivered item, we will send you a return label by email. Please note that return notes can only be sent within Germany, within the EU, to Switzerland and Great Britain. The shipping costs of a return from all regions not mentioned will be reimbursed by us after presentation of the posting and postal receipt.

Missing quantities will, of course, be corrected, if necessary, by forwarding or by refunding the item price paid.

If your parcel arrives damaged on the outside, please refuse acceptance.

If your parcel is delivered anyway, please check all items immediately for possible damage. If you notice any transport damage, contact our customer service immediately. You will then receive a claim form by e-mail, which must be signed by your post office, and returned to us within seven days. We will then submit a damage report. We will, of course, replace the defective items.

If your order has not yet been dispatched, we can subsequently credit your gift voucher. In this case, we need the voucher code that you received from us. We will then refund you the difference between the voucher value and the amount paid.

If you have selected the advance payment method and have not paid for the order within 7 days, we reserve the right to cancel your order. It can also happen that the item you ordered is sold out and there is no alternative item. In this case, we will also cancel your order and refund the order value.

After the delivery has been handed over to the shipping company, we will send a shipping confirmation via email. The confirmation may have been moved to the spam folder due to settings in your email account.

FAQ: Payment

At kidsroom.de, you have the option to choose between the following payment methods:

  • Credit card
  • PayPal
  • Purchase on invoice (Klarna)
  • Purchase on financing - installment purchase (Klarna)
  • Sofortüberweisung
  • Cash in advance
  • Alipay
  • WeChat Pay
  • Bancontact
  • ideal
  • Finish e-banking
  • eps transfer
  • dotpay

Payment in the kidsroom.de baby online shop is particularly easy with your credit card.

Which credit cards can be used with us?

You can pay with the following credit cards:

  • VISA Card
  • Mastercard
  • American Express
  • Diners Club/Discover
  • JCB Card
  • Carte Bancaire
  • UnionPay

Is paying by credit card safe?

Your credit card data will be transmitted in encrypted form by using the SSL method. Thanks to this high security standard, shopping at kidsroom.de by credit card is safe.

How do I pay by credit card on kidsroom.de?

If you have selected the "credit card" payment method, you will be redirected to Adyen, where you can safely and easily enter your credit card information and complete the payment. Please have the following information ready for this step: credit card number, expiry date, security number and name of the cardholder. If your credit card takes part in the 3D Secure process, you will also be asked for the four-digit 3D Secure password. After confirming your payment, our system will check the payment status and after a successful transaction, we will continue to process your order.

When paying by credit card, your account will be debited when the order is placed.

Please note: If there are differences between the addressee of your order and the credit card holder or the IP of the payment was made abroad, please have your six-digit authorization code ready for our customer service in case of queries.

If you make use of your 14-day right of return, we will refund the amount you paid to your credit card.

Probably the easiest way to pay online is to pay via PayPal.

To pay with the PayPal payment option at kidsroom.de, you must first have a free PayPal account. To open a PayPal account, please register directly on the PayPal website and enter your account or credit card information. Your details are securely stored by PayPal and do not need to be re-entered during transactions. Your personal data will not be transmitted to us.

Payments via PayPal are made immediately and are therefore immediately recorded and processed by our system. If your goods are in stock, they will be prepared for shipping as quickly as possible and will often be dispatched on the same day. The costs incurred when paying with PayPal will be borne by kidsroom.de and not billed to you. You only pay for what you have ordered. When paying via PayPal, you also enjoy PayPal's special buyer protection.

Please note that the delivery address must match the address in the PayPal account.

If you return items, the PayPal account you used will be credited. You can decide yourself with PayPal whether the amount is deposited in your PayPal account or returned to your bank account.

The cash in advance option guarantees a secure money transfer worldwide directly from your bank account.

With this payment method, the transfer takes place directly between your bank and ours and is therefore particularly secure. We only receive the information that we need for a successful purchase (name, amount, purpose). After a successful order, your goods will be reserved for you for a maximum of 7 days. If no payment has been booked within this period, you will receive an automatic payment reminder. If no payment has been made within 2 weeks after we have received the order, your order will be cancelled from our system. The delivery time stated on the item does not begin until we have received your payment.

BANK DETAILS

kidsroom.de GmbH & Co. KG

VR Bank Nord Rhön e. G.

IBAN: DE20 5306 1230 0105 1023 59

SWIFT / BIC: GENODEF1HUE

Account number: 105102359

BLZ: 530 612 30

In order for your payment to be processed as quickly as possible, you should enter your customer number as well as transaction or receipt number as reference. If you make use of your right of return, we will inform you. You will then receive your refund directly into your bank account.

If you choose Sofortüberweisung, you choose Germany's leading direct transfer method.

If you decide to use the Sofortüberweisung payment method when placing your order on kidsroom.de, you can complete your order by using your known online banking data. Registration is not necessary. After you have selected Sofortüberweisung as the payment method in the check-out section, you will automatically be taken to the service provider's securely encrypted payment form. There, you can select your bank and log in with your usual access data. Finally, you release the transfer with a TAN.

Since the transaction confirmation is real-time, your order can be processed immediately. The procedure is therefore much faster than normal cash in advance.

Please note that payment with Sofortüberweisung is only available in certain countries.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, S-111 34 Stockholm, we offer you purchase on account as a payment option. Please note that purchase on account only applies to consumers. Payment is made to Klarna Bank AB. The use of Klarna payment methods requires a positive credit check.

Shop now with Klarna purchase on account - only pay after receipt of the goods!

We offer Klarna purchase on account to our customers in Germany, Austria, the Netherlands, Sweden, Norway, Finland, Denmark and Switzerland.

The payment on invoice method is offered and processed by the payment service provider Klarna. When purchasing on account, the outstanding amount is due within 14 days of the shipping confirmation. You transfer the amount directly to Klarna. You only need to pay for the items you keep. When purchasing on account, there are no costs or fees - therefore it is risk-free.

Do you have a question about your Klarna invoice?

For data protection reasons, please contact Klarna directly, as we do not have access to your invoice there. You can reach Klarna customer service on 0221 / 669 501 10 (available Monday-Friday 8 am – 10 pm, Saturday-Sunday 10 am – 5 pm, closed on public holidays). On the website www.klarna.com/de/kundenservice you will also find a chat to contact them.

Did you accidentally enter the wrong purpose?

Please contact Klarna directly so that the transfer can be assigned correctly. You can reach Klarna customer service on 0221 / 669 501 10 (available Monday - Friday 8 am – 6 pm, Saturday - Sunday 8 am – 5 pm, closed on public holidays). On the website www.klarna.com/de/kundenservice you will also find a chat to contact them.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, S-111 34 Stockholm, we offer you the installment purchase as a payment option. Please note that Klarna installment purchase only applies to consumers. Payment is made to Klarna Bank AB. The use of Klarna payment methods requires a positive credit check.

From €6.95 / month: Pay with Klarna installment purchase

We offer Klarna installment purchase to our customers in Germany, Norway, Finland and Denmark.

Klarna allows you to pay for your purchase in installments. You pay for your purchases either in fixed terms (6, 12 or 24 months) or over a flexible period (at least 1/24 of the total amount, at least EUR 6.95).

The advantages of hire-purchase with Klarna:

All purchases that you want to finance are collected on a monthly statement, regardless of whether you choose the flexible or fixed conditions. You can see immediately how much you have to pay each month. You make a monthly payment for all purchases that you pay for in installments. Furthermore, you also have the option of paying the total amount at any time and ending the installment purchase early.

Do you have a question about your Klarna invoice?

For data protection reasons, please contact Klarna directly, as we do not have access to your invoice there. You can reach Klarna customer service on 0221 / 669 501 10 (available on weekdays 8 am – 10 pm, weekends 10 am – 5 pm, closed on public holidays). On the website www.klarna.com/de/kundenservice you will also find a chat to contact them.

Did you accidentally enter the wrong purpose?

Please contact Klarna directly so that the transfer can be assigned correctly. You can reach Klarna customer service on 0221 / 669 501 10 (available Monday - Friday 8 am – 6 pm, Saturday - Sunday 8 am – 5 pm, closed on public holidays). On the website www.klarna.com/de/kundenservice you will also find a chat to contact them.

Pay easily and securely with one of China's most popular digital payment methods.

Alipay is China's leading service provider for secure and easy payment transactions for online shopping. With more than 100 million transactions daily and over 520 million users, Alipay represents an alternative to well-known payment providers.

Alipay offers their customers comprehensive buyer protection, which protects them in the worst case.

Alipay enables easy payment processing via PC, tablet or smartphone. If you have selected the payment method in the ordering process, you will then be forwarded to Alipay (website / app). Here, you log in with your Alipay access data and confirm the transaction. To ensure a successful transaction, please wait until the payment has been successfully completed, and you will be redirected to the kidsroom.de confirmation page. Do not close or refresh your browser or click the back button while waiting for payment to complete.

To pay for your baby and children's equipment in our online shop via Alipay, you must have an active Alipay account.

With a Bancontact card, you can pay securely and transfer money directly from your bank account.

What is Bancontact?

Bancontact is a secure, real-time online transfer that requires you to enter your Bancontact card number along with additional identification (eg a one-time password).

How do I pay with Bancontact on kidsroom.de?

To use Bancontact, you must have a Bancontact payment card.

If you want to pay with Bancontact on kidsroom.de, you will be redirected to an external site. Here you will be asked to enter your Bancontact card number and expiry date. You will then be forwarded to your bank's website, where the transaction must be confirmed (eg by scanning a QR code or entering a TAN sent by SMS).

If the transaction was successful, you will receive an order confirmation by email. Payment via Bancontact enables your order to be processed quickly. Depending on availability, your order will often be dispatched on the very same day.

You can use the Bancontact bank card for payments in our baby online shop if you live in Belgium.

With the online bank transfer iDEAL, you can pay securely, reliably and easily online.

What is iDEAL?

iDEAL is a direct transfer method that allows you to make transfers in real time. Payments are made via the mobile banking app or in your bank's online banking environment.

How do I pay with iDEAL on kidsroom.de?

If you have chosen iDEAL as your payment method on kidsroom.de, you will be redirected to your bank's homepage. You only need to log in with your bank details and confirm the process with a TAN.

If the transaction was successful, you will receive an order confirmation by email. Payment with iDEAL enables your order to be processed quickly. Depending on availability, your order will often be dispatched on the very same day.

Please note that payment with iDEAL in our baby online shop is only available to residents in the Netherlands.

With the online bank transfer Finnish eBanking you can pay online safely, reliably and easily.

What is Finnish eBanking?

Finnish eBanking is a direct transfer method that allows you to make transfers in real time. Payments are made via the mobile banking app or in your bank's online banking environment.

How do I pay with Finnish eBanking on kidsroom.de?

If you have chosen Finnish eBanking as your payment method on kidsroom.de, you will be redirected to your bank's homepage. You only need to log in with your bank details and confirm the process with a TAN. If the transaction was successful, you will receive an order confirmation by email.

Paying with Finnish eBanking allows for quick processing of your order. Depending on availability, your order will often be dispatched on the very same day.

Please note that payment with Finnish eBanking in our baby online shop is only available for residents of Finland.

When using eps, you pay in the familiar and secure environment of your online banking without having to transmit personal data to third parties.

What is eps transfer?

Eps online transfer is the simple and secure online payment method used by Austrian banks for internet purchases. No additional login or registration is required, and it is free for you as a buyer to use. To be able to pay with eps, all you need is an online banking account with a participating bank and the corresponding log-in information. The payment is approved directly via your bank's well-known online banking platform. At no point during the process is personal data transmitted or stored in the cache.

How do I pay with eps on kidsroom.de?

If you have chosen eps transfer as your payment method on kidsroom.de, you will be forwarded directly to the secure online banking platform of your participating bank. Log in as usual with your log-in data. After successful registration, a pre-filled transfer form is displayed, which contains all of your payment data such as the invoice amount and purpose. To carry out the transfer, you only have to enter a TAN. The amount will be debited directly from your account.

If the transaction was successful, you will receive an order confirmation by email. Payment with eps enables your order to be processed quickly. Depending on availability, your order will often be dispatched on the very same day.

Please note that payment with eps in our baby online shop is only available if you are resident in Austria.

When using dotpay, you pay in the familiar and secure environment of your online banking without having to transmit personal data to third parties.

What is dotpay?

Dotpay is a payment method that allows you to transfer money from your bank account in real time.

How do I pay with dotpay on kidsroom.de?

If you have chosen dotpay as your payment method on kidsroom.de, you will be forwarded directly to the secure online banking platform of your participating bank. Log in as usual with your log-in data and confirm the payment with a TAN or an SMS code. The amount will be debited directly from your account.

If the transaction was successful, you will receive an order confirmation by email. Payment with dotpay enables your order to be processed quickly. Depending on availability, your order will often be dispatched on the very same day.

Please note that payment with dotpay in our baby online shop is only available for residents in Poland.

The value of the goods will be refunded within 14 days of receipt of the return – always according to the payment method you selected when ordering.

We will enclose the invoice with your package. If you need this in advance, for example for import processing for a country outside the EU, you can contact us by e-mail (support@kidsroom.de) and we will send you a copy of the invoice by e-mail.

FAQ: Shipping costs

Shipping costs for Germany

Free shipping from 100 euros value of goods

Shipping costs within Germany are 4.99 euros (standard shipping), for orders under 20 euros, we charge an additional small quantity surcharge of 2,38 euros.

Shipping to countries within the EU

Unfortunately, free shipping is not possible

Shipping costs for delivery to EU countries are determined by us exactly according to country zones and weight. In contrast to a fixed amount, the exact billing always guarantees you cheap shipping.

You can have the exact shipping costs calculated before you make your purchase in the "shopping cart" area. Simply put the desired items in the shopping cart and select your delivery country. If your country is not listed, please contact our customer service.

Shipping to countries outside the EU

Unfortunately, free shipping is not possible

We do not charge VAT for deliveries to countries outside the borders of the European Union. The shipping costs are determined according to country zones and weight, and always guarantee low shipping costs.

You can have the exact shipping costs calculated before you make your purchase in the "shopping cart" area. Simply put the desired items in the shopping cart and select your delivery country.

Please note: In the country of delivery, as a customer outside the European Union, you pay the applicable import sales tax for your country as well as any customs and processing fees upon delivery of your order. Please inform yourself directly at customs or at your local post office about the amount of the costs incurred.

If you have more questions or if your delivery country is missing from our list, please contact our customer service. We will be happy to help you. Contact our support here.

FAQ: Shipping & delivery

The delivery time of the individual items can be found on the product detail page. The time indicated means when the item is ready to be shipped. Please note that some items are not immediately available and must be ordered or re-ordered first. Please add the possible delivery time to your delivery country.

The delivery time to your selected country is determined by the selected shipping method in your order. Express shipments reach the recipient within a few days.

After completing your order, you will receive an order confirmation, on which each item is listed with its own delivery time. The shipping day is determined by the item with the longest delivery time to Kidsroom because we usually combine all items ordered into one delivery.

As soon as your parcel has been shipped, you will receive a shipping confirmation with the tracking number and the link for tracking your parcel.

The delivery time to your country can be found under the tab “Payment & Shipping” right next to the item description. Please check whether you have selected the correct delivery country in advance. Due to force majeure, there may be variations from the specified delivery time. We have no influence on this and would like to apologize for any inconvenience.

If you have registered a customer account, you can view the current status of your order at any time.

Our customer service will also be happy to help you with status and delivery inquiries at any time. Email us or contact us by phone.

Email: info@kidsroom.de

Telephone no.: +49 (0) 3695 85 38 00

As soon as your order has left our warehouse and has been handed over to our logistics partner, you will receive an email with the tracking number of your parcel. With the tracking number you can track your parcel virtually on the shipment tracking page of the logistics company.

In case of a defect or complaint, please always contact our customer service directly. We are glad to help you.

For an assessment of the damage and for further processing, we need your order number as well as photos or a video on which the defect is clearly visible. As a rule, the manufacturer or supplier of the respective item is included in the processing.

Please check the contents of your package for completeness immediately. If the wrong item was delivered to you or the quantity received differs from the quantity actually ordered, please contact customer service immediately.

For the free return of an incorrectly delivered item, we will send you a return label by email. Please note that return notes can only be sent within Germany, within the EU, to Switzerland and Great Britain. The shipping costs of a return from all regions not mentioned will be reimbursed by us after presentation of the posting and postal receipt.

Missing quantities will, of course, be corrected, if necessary, by forwarding or by refunding the item price paid.

You can choose between the following shipping service providers (not available for all delivery countries):

  • DHL Standard
  • DHL Express
  • UPS Standard
  • UPS Express

The standard delivery time for the different shipping options to your country can be found on the product detail page under the tab “Payment & Shipping” next to the item description. Please check whether you have selected the correct delivery country in advance. Due to force majeure, there may be variations from the specified delivery time. We have no influence on this and apologize for any inconvenience.

Please note: When shipping with DHL Standard, DHL hands over your package to the local delivery service.

As long as your order has not yet been shipped, you can contact us at any time. Send an email to support@kidsroom.de with your order number. If you paid for your order via PayPal or chose Klarna invoice or financing, we CANNOT change the address afterwards. The order must then be cancelled and re-triggered.

There can be various reasons:

  1. Some items have different delivery times, and we have decided to make a partial delivery.
  2. You have ordered so much that we cannot send everything in one package.
  3. The items ordered cannot be shipped in one package due to their size.
  4. If there is a package weight limit for your country, then we will ship your order in several packages.

You can update your billing or delivery address in your customer account at any time. For data protection reasons, we cannot make this change for you. If you have previously shopped as a guest customer, simply enter your current address for your next order.

If you have already ordered and your order has not yet been shipped, you can contact us at any time. Send an email with your order number and your change of address to support@kidsroom.de. If you paid for your order via PayPal or chose Klarna invoice or financing, we CANNOT change the address afterwards. The order must then be cancelled and placed again.

Please note that changes can no longer be made after your parcel has been handed over to DHL / UPS.

Kidsroom.de ships to Germany, the EU and worldwide. Can't find your country in our country list? Then email us to support@kidsroom.de, and we will take care of your request as soon as possible.

Partial deliveries are at the discretion of kidsroom.de. There is no fundamental right to partial delivery of orders. If a partial delivery is nevertheless desired, further costs may arise. Please contact us for this. A common reason for partial deliveries by us is long delivery times for individual items, provided that other items may have a shorter delivery time.

Telephone no.: +49 (0) 3695 85 38 00

Email: info@kidsroom.de

For our customers from Germany and the European Union, all our prices are gross. The currently valid VAT rate is already included in the price and will not be charged additionally.

Sales to countries outside the EU do not include VAT. As a customer, you pay the applicable import sales tax for your delivery country upon delivery of the goods, as well as any customs and processing fees that may apply.

Unfortunately, we at kidsroom.de have no influence on any customs fees incurred. These are collected by the responsible customs office in your delivery country. The amount of customs duties incurred therefore depends on the country. Before purchasing, please inform yourself directly at customs or at your local post office about the amount of the costs incurred and the current import sales tax in your country.

FAQ: Returns & Complaints

You have the option of returning items you dislike or that do not meet your expectations within 14 days of receipt of the package.

If you would like to return items that you dislike, simply send them back to us within 14 days of receipt.

Return address:

Please enclose the invoice or delivery note with the return.

kidsroom.de GmbH & Co. KG
Rücksendung

Am langen Streif 11
D - 36433 Bad Salzungen OT Langenfeld

Please note that you will incur costs in the form of shipping fees for a return. These will not be reimbursed.

In case of a defect or complaint, please always contact our customer service directly. We are glad to help you.

For an assessment of the damage and for further processing, we need your order number as well as photos or a video on which the defect is clearly visible. As a rule, the manufacturer or supplier of the respective item is included in the processing.

You can find out whether your return has arrived by tracking the shipment on the Internet. You can also contact our customer service at any time and inquire about the status of your return. We will do our best to process it and refund your money as quickly as possible.

You will receive a return label from us by email on request. Please note that we only send return labels in the event of a complaint. If you want to return your order because you do not like the items or they do not meet your expectations, you will bear the return costs in this case.

The value of the goods will be refunded within 14 days of receipt of the return - always according to the payment method you selected when completing your order.

If you have received a return label from us, you can drop off the return at any post office. If you send your order back at your own expense, you may use a service provider of your choice.

If you want to return an item due to a complaint or an incorrect delivery, the return is free of charge for you. If you dislike the items you have ordered, or they do not meet your expectations, you will bear the costs for the return.

You have the right to cancel your purchase within 14 days without giving a reason. To exercise your right of withdrawal, you must clearly state to us that you wish to withdraw from your purchase. Please email us to info@kidsroom.de or widerruf@kidsroom.de with a clear explanation of the revocation.

If a defect or complaint, please always contact our customer service directly. We are glad to help you.

For an assessment of the damage and for further processing, we need your order number as well as photos or a video on which the defect is clearly visible. As a rule, the manufacturer or supplier of the article is included in the processing.

First, it must be checked whether it is actually a valid warranty case. For a quick assessment of the damage and processing of your case, please contact our customer service immediately.

For an assessment of the damage and for further processing, we need your order number as well as photos or a video on which the defect is clearly visible. As a rule, the manufacturer or supplier of the article is included in the processing.

FAQ: Customs & VAT information

VAT for Germany

Our customers from Germany are charged VAT at the rate of 19%.

VAT within the EU

Customers from EU member states pay the applicable VAT for their country.

VAT and customs information outside the EU

Sales to countries outside the EU are VAT-free. In the delivery country, as a customer outside the European Union, you pay the applicable import sales tax for your country as well as any customs and processing fees upon delivery of your order. Please inform yourself directly at customs or at your local post office about the amount of the costs incurred.

Commercial purchase with sales tax identification number

If you would like to order as a company or for a company located in Germany or within the European Union, we kindly ask you to send us the company's VAT identification number and an informal confirmation that your order is for operational use only. Our customer service will then place the order for you.

VAT refund with customs export receipt

If you want to export items from an EU member state to a country outside the EU, we will refund the VAT paid. As proof, we need the export receipt signed by customs and the original invoice for your order from kidsroom.de. Please send the evidence by post.

You will get the customs form from our customer service. Simply email us to info@kidsroom.de

FAQ: Vouchers, campaigns & twin discount

Would you like to give your family or friends a little treat and give them a shopping voucher from kidsroom.de? Simply choose from our gift card worth €20 to €500. As soon as we have processed the order, you will receive your code by email.

Click here for our gift cards.

If you would like to redeem a voucher code in your order, enter your code in the shopping cart in the “Voucher" field and click on the "Redeem voucher" button.

Please note that only one voucher code can be redeemed per order. It is not possible to redeem multiple vouchers at the same time.

You don't have a coupon for your order at kidsroom.de yet?

You can find our current campaigns and voucher codes here.

Current promotional vouchers and discount codes can be found here.

Gift cards are valid for 3 years.

As parents of twins, even during pregnancy, you get a discount of 5% on kidsroom.de. You can find all information here.

FAQ: Newsletter

If you would like to be informed about current offers, promotions and events on Kidsroom.de, you can subscribe to our free newsletter here.

If you no longer wish to be informed about current offers, promotions and events from kidsroom.de, you can unsubscribe from the newsletter here.

FAQ: Customer account

If you don't remember your password, you can simply reset it when you log in. Click on "Forgot your password?" and enter the email address you used to create your customer account. We will then email you a link to reset your password – it may take a few minutes for you to receive the email. In addition, please check your spam folder.

If you have not received an e-mail but are sure that you have already registered in our shop, please check whether you may have mistyped your e-mail address or password. If you still have problems with the login despite the correct e-mail address and an existing registration, and you did not receive a "Forgot your password" e-mail, please contact our customer service.

You can access your customer account by clicking on "Login" at the top of our website. Here you can log in with your login data. In the "My data" menu, you can view your personal data and change them if necessary.

You can also manage billing and delivery addresses in the customer account via the "My addresses" menu. In addition to this, you have an overview of your previous orders at kidsroom.de.

You can update your billing or delivery address in your customer account at any time. For data protection reasons, we cannot make this change for you. If you have previously shopped as a guest customer, simply enter your current address for your next order.

If you notice immediately after placing your order that your address is incorrect, your order can be changed or cancelled as long as the goods have not yet been shipped. To be able to process your request to change your address or cancel your order as quickly as possible, please call our customer service or email info@kidsroom.de.

Unfortunately, we cannot change the delivery address for existing orders that were placed via PayPal or Klarna invoice or installment purchase, as these are linked to the buyer protection at Klarna and PayPal.

To delete your customer account, please contact our customer service.

E-mail us to: info@kidsroom.de

This is quite simple! Go to "Register" at the top right. Then fill out all fields marked with *. Choose a password and confirm your details – done!

You can also put items in your shopping cart first and create a customer account during the ordering process.

If you log into your customer account in the future, you will be asked for your password and email address. You can view, change or add to your personal data in your customer account at any time.

  • On desktop: log out by clicking "Log out" in the top right corner of the webpage.
  • On the mobile website: The logout button on the mobile website is at the top of the main menu next to the "My Account" icon. Simply click "Logout" to log out.

We will send you a confirmation email for each accepted order.

If you have a customer account at kidsroom.de, you will find an overview of your orders there. Click on "My Order" in the menu on the left to see details about the respective order, such as the items it contains, your delivery address, the payment method you have chosen, and the shipping status.

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Family first

»For more than 20 years we have been supporting families in their online shopping with selected quality products and the best service possible. The well-being and safety of the children always come first. For this reason, all products in our shop are subject to strict controls. True to the motto: From parents for parents!«

Diana Jaekel-Hau, mother of two & owner of kidsroom.de

Customer service

Do you have questions about your order or a product of your choice? Our competent customer service will help you at any time. Your satisfaction is our top priority.

+49 (0) 3695 / 853800 (Mon. - Fri. 8 am - 4 pm)

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