Help & FAQ – Answers to your questions

You can conveniently place your order around the clock in the Steiff online shop. Simply add the desired items to your shopping basket and follow the ordering process. You will be guided step by step through the selection of the delivery address, payment method and confirmation of the order.

You do not necessarily need a customer account to place an order in the Steiff online shop. You can also order as a guest without registering. However, a customer account offers advantages. You can find more information on this in the ‘Customer account’ section.

No, there is no minimum order value.

We offer various secure payment methods so that you can choose the one that suits you best. The options available depend on the delivery country, among other things, and can be viewed during the ordering process.

PayPal (available for all delivery countries)
You pay securely and directly via your PayPal account. After submitting your order, you will be redirected to PayPal to confirm the payment using a payment method stored with PayPal (e.g. direct debit, credit card or credit balance). Your card will be charged immediately upon completion of the payment process.

Credit card (Visa / MasterCard) (available for all delivery countries)
Your credit card will be charged immediately after completing your order. Your credit card details are transmitted using secure SSL encryption.

Purchase on account via Ratepay (available in Germany, Austria, Switzerland and the Netherlands)
Payment is processed by Ratepay GmbH. A customer account with Ratepay is not required. Payments with debt-discharging effect can only be made to Ratepay. The payment term is 14 days from the invoice date. A cash discount is excluded.
Ratepay reserves the right to offer alternative payment methods (e.g. prepayment or cash on delivery) in the event of a negative credit check. In such a case, Ratepay will contact you before the contract is concluded.
For further information, please refer to the Ratepay payment terms and conditions and the Ratepay privacy policy.

Instant transfer (Sofort by Klarna) (available in Germany and Austria)
Payment is made via SOFORT GmbH. After completing your order, you will be redirected to the SOFORT payment page, where you can make the transfer directly using your online banking details (PIN/TAN procedure). Your account will be debited immediately after the transaction is completed.

Google Pay (available for all delivery countries, provided your device/browser supports it)
When you select Google Pay, you can pay conveniently using the payment method stored with Google. Payment is made directly during the ordering process via your Google account, without additional data entry.

Apple Pay (available for all delivery countries, provided your Apple device supports it)
With Apple Pay, you can pay quickly and securely using the payment details stored in your Apple Wallet. The payment is confirmed via Face ID, Touch ID or password and processed immediately.

Unfortunately, cash on delivery is not possible in the Steiff online shop. Instead, please choose from the secure payment methods listed above (under the question ‘What payment options are available to me in the Steiff online shop?’).

Orders in the Steiff online shop can only be placed online. However, our customer service team will be happy to assist you with any questions you may have about the ordering process or help you with any special requests. You can find further information in the Contact & Customer Service section.

Once the order has been completed, it will be processed as quickly as possible so that you receive your items promptly. For this reason, subsequent changes or cancellations are unfortunately no longer possible.

Many of our products make excellent gifts. If gift wrapping is available for an item, you can easily select this option by clicking on ‘Add giftbox’ – either directly on the product page or later in your shopping basket. This means your favourite Steiff item will be ready to give as a gift. Unfortunately, we are unable to include a personal message or greeting card.

After successfully placing your order, you will be redirected to a ‘thank you’ page where you can also see your order number. You will also receive an order confirmation by email. This contains all the important information such as the items ordered, delivery address and order number.

Your order number will be displayed in several places:

• immediately after completing your order on the confirmation page,
• in the order confirmation and in other emails such as the shipping confirmation,
• as well as in your customer account, provided you have registered when placing your order.

Yes, but purchase on account via Ratepay is only possible in Germany, Austria, Switzerland and the Netherlands. Select the payment method during the ordering process.

It is important to note that this is only possible for private customers and the billing address must be your current registered address, which is on your ID card.

Payment is processed by Ratepay GmbH. A customer account with Ratepay is not required. Payments with debt-discharging effect can only be made to Ratepay. The payment term is 14 days from the invoice date. A cash discount deduction is excluded.

Ratepay reserves the right to offer alternative payment methods (e.g. prepayment or cash on delivery) in the event of a negative credit check. In such a case, Ratepay will contact you before the contract is concluded.

For further information, please refer to the Ratepay terms of payment and the Ratepay privacy policy.

Your data is protected by modern security standards. All payment information is transmitted in encrypted form and treated as strictly confidential.

If you are not satisfied with an item, you can return your order or part of it to us within 14 days.

This works as follows for shipments from Europe:

• Fill out the return slip and place it in the parcel together with the affected products (please state the reason for return – this helps us to improve our service).
• Packages within Germany include a return label. Please attach this to the outside of the parcel. For shipments outside Germany, please contact our customer service team. service@steiff.com
• Hand in the parcel to a shipping service provider in your area.

As soon as we have received and processed your return, you will receive a confirmation by email. The value of the goods will be automatically refunded to you via the payment method used for the order.

For shipments outside Europe (Switzerland and Great Britain), please contact our customer service team.

We will cover the return shipping costs, provided that the return is made within the return period and the return conditions are met.

The statutory cancellation period of 14 days applies to returns. Within this period, you may return the goods provided they are unworn, undamaged and, if possible, in their original packaging.

Of course, you can also return individual items from your order. In this case, we will refund the purchase price of the returned products.

Once we have received and checked your return, we will arrange for a refund. Depending on the payment method, it may take a few working days for the amount to be credited to your account or credit card.

Refunds are usually made using the original payment method.

Items purchased from the Steiff online shop can only be returned there. Exchanges cannot be made at Steiff stores.

If your item arrives damaged or defective, please contact our customer service department immediately. We will investigate the matter and arrange for a quick replacement or refund.

Unfortunately, cancellations may occur if an item is suddenly unavailable or technical problems arise during the ordering process. In this case, we will inform you immediately by email and refund any amounts already paid. We apologise for any inconvenience caused.

Unfortunately, direct exchanges are not possible. However, you can reorder the desired item from the online shop and return the item that does not fit within the return period.

Steiff products are made from carefully selected materials such as cosy plush, high-quality cotton, mohair, alpaca or wool. Many fabrics are GOTS-certified and particularly skin-friendly, making them suitable for sensitive skin.

On the product detail page, you will find detailed information about the composition of each item under the section ‘That's what I'm made of’.

Yes, our baby and toddler products meet the highest safety and quality standards. Many items are specially designed for newborns, rigorously tested for harmful substances and therefore ideal as gifts or for everyday use. Our soft toys for babies and children carry the CE/UK CA mark.

Please note: items from our ‘Exclusive Collectors' World’ range are not toys and are therefore not intended for children. We also point this out directly on the respective product detail pages.

The button in the ear is Steiff's world-famous trademark. Since 1904, it has guaranteed that a product is a genuine Steiff product. It stands for tested safety, the highest quality and genuine craftsmanship. A distinction is also made between the different ear tags. Every teddy bear with a button in its ear is a piece of history – made to be loved.

More Information (EU | UK)

Care depends on the material: many soft toys are washable at 30°C on a gentle cycle, while collectibles made of mohair or alpaca should only be cleaned carefully by hand or dry cleaned. Detailed care instructions can be found on the sewn-in label or on the product detail page for each item.

More Information (EU | UK)

If your favourite Steiff toy needs repairing, our repair service will be happy to help.

Here's how to proceed:

1. Please send us pictures of the item in advance, together with your repair request, to info@steiff.com. This will enable us to better assess the repair options.
2. Once you have consulted with our customer service team, you are welcome to send your Steiff animal to us. Please enclose a letter with your contact details and a brief description of the repair request in the parcel.

Please contact our customer service department. We will check whether a certificate can be issued. If possible, we will inform you of the costs and the process.

Important requirement: Please send us a copy or photo of the ear tag with a clearly visible limitation number.

Fee:

• Items from 2010 onwards: £30.00 (including VAT)
• Items before 2010: £50.00 (including VAT)

Over the years, the button fastening principle has been adapted to meet stricter safety requirements. As the button leaves a punch hole in the material during the original assembly, a button inserted at a later date can no longer guarantee the required strength. For this reason, it is unfortunately not possible to replace older items.

For historical Steiff items or collector's items, it is advisable to have them professionally appraised. Please contact our partner for this:

Ladenburger Spielzeugauktion
Lustgarten 6
68526 Ladenburg
Web: www.spielzeugauktion.de
Tel.: +49 (0)6203 / 13014

There you will receive a qualified assessment of the authenticity, date of manufacture and current market value of your item.

Information about the melody and playing time of a music box can be found on the respective product detail page of the item in the online shop.

Our size guide helps you determine the right size based on your child's height and age. Since every child grows differently, it is advisable to check their current measurements and, if in doubt, choose a larger size.

You can find the size guide on the product detail page for fashion products.

Unfortunately, we cannot always predict exactly when a sold-out item will be available again. However, you have the option of receiving an email notification as soon as the item is back in stock. To do this, simply activate the ‘Request article’ function on the product page. Please note that a customer account is required for this.

The Steiff Club is an exclusive community for collectors and Steiff enthusiasts. As a member, you will enjoy special benefits such as an annual club gift, exclusive club editions, VIP promotions, a club magazine and invitations to special events.

You can find all the information you need on our Steiff Club page (EU | UK).

You can sign up for membership directly via the Steiff online shop or register with a participating Steiff retailer.

You will find all the information and links to the registration form on the Steiff Club page (EU | UK).

Yes, you can also purchase a membership as a gift. The recipient will then receive the same benefits as regular members.

You can find all the information and links to the registration form on the Steiff Club page (EU | UK).

Once you have successfully registered, your personal club package containing the current club gift and all relevant documents will be sent to you. Delivery usually takes a few weeks.

You can only cancel your Steiff Club membership in writing by sending an email to info@steiff-club.com. Please include your membership number.

Exclusive content is available to you in the members' area of the Steiff online shop. After logging in, you can access all digital club materials and special offers there.

It is important that your Steiff Club email address and your customer account email address in the online shop match so that an automatic link can be established.

Current dates and information about club events, collectors' meetings or special events can be found on the Steiff Club Event page (EU | UK).

You can also search specifically for Steiff Club retailers in our retailer search. To the storefinder (EU | UK)

Please call the shop to confirm availability or reserve the item.

Here you can find an overview over all our shops: (EU | UK).

You can purchase Steiff products in our official Online Shop, in Steiff Shops (EU | UK), at the Steiff Museum, and from numerous authorized retailers worldwide.

Use our Store Locator (EU | UK) to easily find a Steiff retailer near you.

On our website, you can use the Store Locator (EU | UK) to specifically search for authorized Steiff retailers in your area. This ensures that you receive only genuine Steiff products featuring the iconic “Button in Ear.”

In addition to our Steiff Museum Shop in Giengen an der Brenz, there are several other Steiff Shops in various cities.
Current locations and opening hours can be found here (EU | UK).

Yes, Steiff operates factory outlets. You can find the addresses and opening hours on this site (EU | UK).

The Steiff Museum is open at the following times:

• Tuesday to Sunday: 10:00 a.m. – 5:00 p.m. (last guided tour admission: 4:00 p.m.)

• Monday: closed (open during school holidays in Baden-Württemberg)

• Public holidays in Baden-Württemberg: open

All further information and tickets can be found here.

Tickets can be purchased directly at the museum ticket desk or conveniently online via our website.

Yes, the Steiff Museum is a popular destination for all ages – from kindergarten groups and school classes to clubs and senior groups.

If you’d like to spend more than a few hours with us, we also offer attractive package deals including nearby attractions. These can be booked in advance for an unforgettable day on the Swabian Alb.

You can also celebrate your child’s birthday at the Steiff Museum – all details can be found [here].

Contact:
E-Mail: museum@steiff.com
Phone: +49 (0)7322 131 500

The Steiff Summer is our big annual family and collector event in Giengen an der Brenz. Exact dates and program details will be announced in advance on our Steiff Summer page.

You can reach our Customer Service team conveniently by phone, email, or post:

E-Mail: service@steiff.com
Service Hotline: +49 7322 131 222

Monday to Friday: 8:30 a.m. – 4:00 p.m.

Postal address:
Margarete Steiff GmbH
Richard-Steiff-Straße 4
D-89537 Giengen/Brenz

Your data is used exclusively to process your inquiry and is handled confidentially in accordance with applicable data protection regulations. For more details, please refer to ourPrivacy Policy (EU | UK).

You can submit your application directly via our Job Portal, where you’ll also find current job openings and information about the application process.

You can reach our Customer Service team conveniently by phone or email

E-Mail: service@steiff.com
Service Hotline.: +49 7322 131 222

Monday to Friday: 8:30 a.m. – 4:00 p.m.

Margarete-Steiff-Platz 1
D-89537 Giengen/Brenz

E-Mail: museum@steiff.com
Phone: +49 (0)7322 131 500

Frank Widmann
Margarete Steiff-Platz 1
D-89537 Giengen/Brenz

E-Mail: info@bistroknopf.de
Phone: +49 7322 954395

For inquiries from business clients or trade partners, please contact:

Margarete Steiff GmbH
Richard-Steiff-Straße 4
89537 Giengen/Brenz
Germany

E-Mail: corporate-business@steiff.com
Phone: +49 7322 131 1

More Information (EU | UK)

Margarete Steiff GmbH
Richard-Steiff-Straße 4
D-89537 Giengen/Brenz

E-Mail: info@steiff-club.de
Phone: +49 7322 131 555

For media or press inquiries, please contact presse@steiff.com.