Help & FAQ – Answers to your questions
Here you will find quick and easy answers to the most frequently asked questions about ordering, shipping, returns or our products. Simply select the appropriate category to find all the relevant information. If your question is not answered here, our customer service team is always available to assist you personally.
Ordering & Payment
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.
Shipping & Delivery
You can conveniently order Steiff products in many countries via our online shops. We currently deliver to the following countries:
Europe: Germany, Austria, Switzerland, France, United Kingdom, Netherlands, Belgium, Luxembourg, Ireland, Italy, Spain, Portugal, Iceland, Estonia, Latvia, Lithuania, Finland, Greece, Slovakia, Slovenia
North America: USA, Canada, Virgin Islands, Puerto Rico
To order from your desired country, please select the appropriate store view:
Germany: www.steiff.com/de-de
Austria: www.steiff.com/de-at
France: www.steiff.com/fr
EU countries: www.steiff.com/en
Switzerland (German): www.steiff.com/de-ch
Switzerland (French): www.steiff.com/fr-ch
United Kingdom: www.steiff.com/en-uk
USA & Canada: www.steiff.com/en-us
Please note that shipping costs and payment terms vary depending on the country. You can find detailed information in the respective online shop.
Shipping costs depend on the destination country and are displayed in your shopping basket before you complete your order.
Germany: €4.95 (free shipping on orders over €100)
Austria: €6.95 (free shipping on orders over€100)
Switzerland: CHF 9.95
United Kingdom: £9.95
Belgium, Netherlands, Luxembourg, Estonia, Ireland, Italy, Latvia, Lithuania, Slovakia, Slovenia, France, Spain, Finland: €7.95
Greece, Portugal: €19.95
Please note: Shipping to Germany and Austria is free for orders over €100.
Within the EU, shipments are made with DHL. Orders to third countries such as Switzerland or the United Kingdom are shipped with UPS. Both shipping providers are known for their reliable and fast delivery.
The estimated delivery times are:
- 2–3 working days: Germany, Austria, Belgium, Netherlands, Luxembourg
- 3–4 working days: Estonia, Ireland, Italy, Latvia, Lithuania, Slovakia, Slovenia
- 3–6 working days: France, Switzerland
- 4–5 working days: Spain, Portugal
- 4–6 working days: United Kingdom, Finland
- 6–8 working days: Greece
Please note that in individual cases – e.g. on public holidays or due to customs clearance – delivery times may be longer.
As soon as your order has left our warehouse, you will receive a shipping confirmation with all relevant information. You can check the estimated delivery date at any time using the tracking number provided.
Yes, you will find a link to track your shipment in your shipping confirmation. There you can view the status of your delivery online at any time.
Yes, during the ordering process you can specify a delivery address that differs from the billing address. This allows you to send orders directly to friends, family or your office, for example. Please note that the country of the billing and delivery addresses must always be the same.
Unfortunately, it is not possible to include a personal message or greeting card.
Only one delivery address can be specified per order. If you wish to send items to different addresses, please place separate orders.
No, it is not possible to select or change the delivery date directly in the Steiff online shop. However, depending on the shipping provider, you may be able to select additional delivery options after receiving the tracking number.
If your shipment cannot be delivered, it will usually be deposited at a nearby branch or automatically redelivered. If you encounter any problems, please contact our customer service team – we will help you quickly and easily.
It is possible that your order will be delivered in several packages. You will receive a separate tracking number for each package, which will be sent to you by email.
Returns & Exchanges
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.
Vouchers & Promotions
You can enter a voucher or discount code in the field provided in the shopping basket and then confirm by clicking on the ‘Redeem’ button. The discount will then be deducted from the total amount.
First, please check that the code has been entered correctly and that it is still valid. Please also note any conditions of participation, such as a minimum order value or specific product categories. If the code is still not accepted, please contact our customer service team.
No, you cannot purchase gift vouchers in the Steiff online shop.
No, only one voucher/discount code can be redeemed per order.
Product information and care
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.
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.
If your favourite Steiff toy needs repairing, our repair service will be happy to help.
Here's how to proceed:
- 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.
- 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.
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.
Customer account
A customer account offers you numerous advantages: you can view your orders and shipments at any time, save billing and delivery addresses, and thus reorder even faster. You also have access to a personal wish list, notifications about items that are back in stock, and a secure area for managing your data.
Click on ‘My Steiff’ at the top of the Steiff online shop and select ‘Create account’ or click here (EU | UK). Then fill out the registration form and submit it. You will receive an email with a confirmation link. Once you have activated this link, your customer account will be set up and you can enjoy all the benefits.
No, you can also order as a guest without creating a customer account. However, with a customer account, you enjoy additional convenience, such as faster order processing and easy tracking of your orders.
In the login area, click on ‘Forgot your password?’ and enter your email address. You will then receive an email with a link that you can use to set a new password.
First, please check your login details and make sure you are in the correct country shop. If you have forgotten your password, you can reset it using the ‘Reset password’ function.
Please also ensure that you have already activated your customer account via the confirmation link. After registering, you will receive an email from us.
If you are still unable to log in, please contact our customer service team – we will be happy to help.
If you wish to delete your customer account, please contact our customer service team. Once your request has been reviewed, your account will be permanently deleted. Please note that orders that have already been placed must remain stored in our systems (e.g. for tax reasons).
Log in to your customer account and open the ‘My details’ or ‘Address book’ section.
- Under ‘My details’, you can change personal information such as your email address, first name or surname.
- In the ‘Address book’, you can add, edit or delete delivery and billing addresses
Log in to your customer account and open the ‘My orders’ section.
Steiff Club
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 (EN | 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.
Steiff vor Ort
Auf der Produktdetailseite können Sie über die Funktion „Filialverfügbarkeit prüfen“ sehen, ob ein Artikel in einem Steiff Shop in Ihrer Nähe vorrätig ist. Wir empfehlen jedoch, zur Sicherheit vorab im Shop anzurufen und den Artikel gegebenenfalls zu reservieren.
Steiff Produkte erhalten Sie in unserem offiziellen Online Shop, in den Steiff Shops, im Museum sowie bei zahlreichen autorisierten Fachhändlern weltweit.
Mit unserer Händlersuche finden Sie ganz einfach den nächsten Steiff Händler in Ihrer Nähe.
Auf unserer Website können Sie mit der Händlersuche gezielt nach autorisierten Steiff Händlern in Ihrer Umgebung suchen. So stellen Sie sicher, dass Sie ausschließlich Original Steiff Produkte mit dem „Knopf im Ohr“ erhalten.
Neben unserem Steiff Museumsshop in Giengen an der Brenz gibt es weitere Steiff Shops in verschiedenen Städten. Die aktuellen Standorte und Öffnungszeiten finden Sie hier.
Ja, Standorte und Öffnungszeiten für Outlets finden Sie hier.
Das Steiff Museum hat zu folgenden Zeiten geöffnet:
Dienstag bis Sonntag: 10:00 – 17:00 Uhr (letzter Einlass zur Museumsführung: 16:00 Uhr)
Montag: geschlossen (außer in den Schulferien Baden-Württembergs, dann geöffnet)
Gesetzliche Feiertage in Baden-Württemberg: geöffnet
Alle weiteren Infomartionen und Tickets finden Sie hier.
Tickets können Sie direkt an der Museumskasse oder online über unsere Website erwerben.
Das Steiff Museum ist ein beliebtes Ausflugsziel für Groß und Klein. Ob Kindergärten, Schulklassen, Vereinsausflüge oder auch Seniorenreisen - im Steiff Museum finden Sie für jedes Alter ein entsprechendes Highlight.
Falls Sie nicht nur ein paar Stunden bei uns verbringen möchten, haben wir Ihnen tolle Angebote mit den weiteren Ausflugszielen in der näheren Umgebung zusammengestellt. Gerne können Sie diese vorab buchen, um einen außergewöhnlichen Tag auf der schwäbischen Alb zu verbringen. Bei Fragen oder individuellen Wünschen wenden Sie sich gerne direkt an uns.
Außerdem kann man auch den Kindergeburtstag im Steiff Museum feiern. Alle Informationen dazu finden Sie hier.
E-Mail: museum@steiff.com
Tel. +49 (0) 7322131500
Der Steiff Sommer ist unser großes Familien- und Sammler-Event in Giengen an der Brenz. Die genauen Termine sowie das Programm veröffentlichen wir rechtzeitig auf unserer Steiff Sommer-Seite.
Kontakt & Kundenservice
Sie erreichen unseren Kundenservice bequem per Telefon oder E-Mail.
E-Mail: service@steiff.com
Service Hotline-Nr.: +49 (0)7322 131 222
Montag bis Freitag: 08:30 bis 17:00 Uhr
Per Post:
Margarete Steiff GmbH
Richard-Steiff-Straße 4
D-89537 Giengen/Brenz
Ihre Daten werden ausschließlich zur Bearbeitung Ihrer Anfrage genutzt und vertraulich nach den geltenden Datenschutzbestimmungen behandelt. Weitere Informationen finden Sie in unserer Datenschutzerklärung.
Bewerbungen können Sie direkt über unser Jobportal einreichen. Dort finden Sie aktuelle Stellenangebote sowie Informationen zum Bewerbungsprozess.
Sie erreichen unseren Kundenservice bequem per Telefon oder E-Mail.
E-Mail: service@steiff.com
Service Hotline-Nr.: +49 (0)7322 131 222
Montag bis Freitag: 08:30 bis 17:00 Uhr
Margarete-Steiff-Platz 1
D-89537 Giengen/Brenz
Für Anfragen ausschließlich zu unserem Steiff Museum wenden Sie sich bitte an
E-Mail: museum@steiff.com
Tel. +49 (0)7322 131 500
Frank Widmann
Margarete Steiff-Platz 1
D-89537 Giengen/Brenz
E-Mail: info@bistroknopf.de
Tel. +49 (0)7322 954395
Bei Anfragen seitens Industriekunden und Händler wenden Sie sich bitte an:
Margarete Steiff GmbH
Richard-Steiff-Straße 4
89537 Giengen/Brenz
Deutschland
E-Mail: corporate-business@steiff.com
Tel. +49 (0)7322 131 1
Margarete Steiff GmbH
Richard-Steiff-Straße 4
D-89537 Giengen/Brenz
E-Mail: info@steiff-club.de
Tel. +49 (0)7322 131 555
Bei Presseangelegenheiten bitte an presse@steiff.com wenden.