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Pour les enfants, nous n'exigeons que le meilleur!

Help

We have summarized frequently asked questions for you here.

How can I order from the Steiff Online Shop?

Use the search or navigation to select the desired Steiff articles and place them in the shopping basket. You can access the shopping basket by moving the mouse over the shopping basket symbol. After a window has opened, you can access the shopping basket overview by clicking on the "Go to checkout" button. On the shopping cart overview page you have the possibility to delete items, change the quantity or redeem a voucher code. By clicking on the button "Checkout" you will get to the next page.

Here you have 3 different possibilities to continue your order.

1. I would like to order as a guest
You would like to place your order without creating a customer account. Click on the continue button at I would like to order as a guest. Then enter your personal data - and invoice information.


2. I am a new customer and would like to create a customer account
You order this first in our online shop and would like to create a customer account. Click on the continue button at I am a new customer at Steiff. Then enter your personal data - and invoice information. You will then receive an e-mail. Here you can confirm by clicking on the link contained in it, your specified password and your e-mail address. For subsequent purchases, you can then log into your customer account easily and conveniently with your password and e-mail address.


3. I have a Steiff customer account
If you have a Steiff customer account, you can log in with your e-mail address and password. Then you can choose your payment method and send your order. After submitting your order, you will receive an order overview by e-mail. Your order will now be checked and, depending on the payment method, sent to our logistics centre. As soon as your package is packed and leaves our logistics centre, you will receive a shipping confirmation with track & trace data to track your package.

Can I place an order by telephone?

We cannot accept telephone orders and orders by e-mail. Please place your order in our online shop. If you need help with this, our customer service is available by phone at 00800 700 800 77 (for UK: 0044 208 097 3015).


You can reach our Online Shop Service Hotline at the following times:
Monday to Friday: 08.00 to 20.00 hrs
Saturday: 09.00 to 12.00 o'clock

How do I find the right size for my child or baby?

You will find our "sizing guide" on the product detail page directly under the size selection of the fashion articles.

How much does the shipping cost?

Shipping is free of charge to Germany, Austria and Great Britain for orders over 100 €.


Shipping costs under 100 € order value:
Germany: 4,95 €
Austria: 5.95 €
Great Britain: 6.95 €
all other delivery countries 6,95 €

Is there a minimum order value?

There is no minimum order value.

How can I redeem a voucher?

You have received a voucher from us, which you would like to redeem with your order. You can enter the voucher code on the shopping cart overview in the field "Voucher code" and click on redeem.
If the entry was successful, the voucher amount will be deducted immediately from the total amount in the shopping cart. You can delete the voucher by clicking on cancel next to the voucher field. Please always note the asterisk text of the voucher. If an error message appears, please check the validity of the voucher, the spelling of the voucher code, the minimum order value or other voucher conditions. Basically only one voucher code can be redeemed at a time, a combination of actions is not possible.

How can I pay in the Steiff Online Shop?

There are various payment options in the Steiff Online Shop.


1. advance payment
If you have decided to pay in advance, you will be informed of the Steiff bank details during the ordering process. You will then receive an order overview by e-mail. This contains the items you have ordered, your order number and again the Steiff bank details. Please make sure that you state your order number as the reason for payment. As soon as we have received your payment, your delivery will be dispatched immediately.


Steiff bank details
Steiff Retail GmbH
Postbank
SORT CODE: 60010070
Account number: 924787707
IBAN: EN46600100700924787707
BIC: PBNKDEFF600


2. credit card
You can also pay by credit card. We accept Visa and Master Card. Your credit card data will be transmitted encrypted by SSL. This makes shopping in the Steiff Online Shop by credit card secure.


3. paypal
If you decide on PayPal as your payment method, you will be redirected directly to PayPal at the end of your order in the Steiff Online Shop. If you are already a PayPal customer, you can simply log in with your user data and complete your payment. If you don't have a PayPal account yet, you can register as a guest or open a new account and then confirm your payment. As soon as we have received your payment via PayPal, your package will be shipped.

What countries does Steiff deliver to?

You have the possibility to order in the following countries from the respective online shop:

Germany: www.steiff.com/de-de/

Austria: www.steiff.com/de-at/

France: www.steiff.com/fr/

United Kingdom: www.steiff.com/en-uk/

other EU countries: www.steiff.com/en

USA: www.steiffusa.com/

We deliver to the following european countries:
Germany, Austria, France, United Kingdom, Netherlands, Belgium, Luxembourg, Italy, Spain, Portugal, Iceland, Estonia, Latvia, Lithuania, Finland, Greece, Slovakia, Slovenia

Please note the shipping costs and payment terms of the respective delivery country.

When will my order arrive?

You can see the estimated shipping time of your order in the shopping cart and in the order confirmation.
As soon as a package is shipped, you will receive a shipping confirmation by e-mail. In addition, you can check the status of the package at any time in the "My Steiff" area.

Please note that the delivery time varies between 2-8 working days depending on the country of delivery.

Our international shipping partner DHL offers a various delivery options.
To the page of DHL: //www.dhl.de/en/privatkunden.html

How do I return an item purchased from the Steiff Online Shop?

If you are not satisfied with one of our articles, you have the possibility to return your order within 14 days.
If you would like to return one, several articles or the entire order, please fill out the enclosed return slip. The return slip already contains the pre-printed address so that you can only enter the reason for the return. This information helps us to improve our service.
Please stick the upper part of the return note on the outside of the package. The lower part you simply put into the package with the item(s) you are returning. It is best to use the package we sent you for your return. Please make sure that the label with which we sent your order is no longer visible. Hand in your return shipment at a DHL Post branch near you and send the package back to us within 14 days. As soon as we have received your shipment, we will inform you by email and process your return as quickly as possible. The value of the returned goods will be credited to you by the payment method you used when placing your order.
If you no longer have the return slip, please contact us by email at eu.service@steiff.com (for UK: uk.service@steiff.com) or call us at 00800 700 800 77 (for UK: 0044 208 097 3015).
You can reach our service hotline at the following times:
Monday to Friday 08.00 to 20.00 hrs
Saturday: 09.00 to 12.00 o'clock

Can I exchange/complain about the articles that I have ordered online in a Steiff store?

The return of the goods should be carried out directly via the shipping department. Unfortunately, our branches cannot handle returns.

My delivered article is defective outside the return period. What can I do?

In any case, before returning the article, please contact us on + 49 (0) 71172523 4241.
Send us a few photos of the defective item so that we can process your request more quickly.
We will then discuss the further processing of your complaint with you. For articles which you have bought in one of our stores, we always need the sales receipt for the processing of complaints.

Is it possible to replace the "button in the ear" on old Steiff articles?

The fastening principle has been changed over the years due to increased safety requirements (tensile forces). As the button causes a punched hole during assembly, it is no longer possible to place a replacement button, as the newly assembled button no longer has the required assembly strength.

Is my article a Steiff product, when was it created and how much is it worth?

Please contact the following address with your inquiry:

Ladenburger Spielzeugauktion
Lustgarten 6
68526 Ladenburg
Web: www.spielzeugauktion.de

Phone: +49 (0)6203/13014

I have purchased a limited edition item where the certificate is missing.

If the certificate is missing for limited articles, we will issue a free replacement certificate, provided the article is not older than 2 years. Also for articles older than 2 years, replacement certificates can be issued - if still available - for a fee*. For the production of a replacement certificate a copy or a photo of the ear tag with a clearly recognizable limitation number must be available in any case.
*Fee: 15,00 € (incl. VAT) For club members 11,50 € (incl. VAT) - excluded shipping
If you have any further questions, please do not hesitate to contact our Customer Service: Margarete Steiff GmbH Richard-Steiff-Straße 4 89537 Giengen
e-mail: info@steiff.de
Phone +49 (0)1805 131 100
(0.14 EUR/min. from the German fixed network, mobile phone prices may vary)

How do I care for my Steiff animals?

The necessary care information for your Steiff article can be found on the label attached to every Steiff article.
Care instructions for Steiff articles made of alpaca and mohair:
Steiff articles made of mohair and alpaca may generally only be washed. Rub your Steiff animal with the foam of a mild detergent and wash it with clear water. Then dry your Steiff animal at normal room temperature.
Care instructions for machine-proof articles:
Wash your Steiff article in a pillowcase or laundry net at 30° C. Then dry the article at normal room temperature. After the Steiff article has dried, it is a good idea to shake and comb it several times.
Steiff articles cannot be placed in the dryer and the articles should be protected from moisture, heat and light. All Steiff articles are quality products that are carefully processed and tested to give their owner a lifetime of pleasure. With the right care, your "friend for life" is guaranteed to last.

Music boxes

Where can I find information about the music box melody and the melody duration?
The information about the music box melody and melody duration can be found in the respective product description of the item in the online shop.
Can I buy the musical work separately?
The Musikwerk can be purchased in specialist shops and in the Online Shop. It is not possible to order musical works directly from Margarete Steiff GmbH. If it is a complaint about your music box, we will of course exchange your musical work.
In this case please contact our Customer Service directly:
Margaret Steiff GmbH
Richard-Steiff-Strasse 4
89537 Giengen
e-mail: info@steiff.de
Tel. +49 (0)1805 131 100 (0.14 EUR/min. from the German fixed network, mobile phone prices may vary)
Is the musical mechanism removable, for example to wash the Steiff animal?
The musical mechanism of every music box can be removed to wash the animal, for example. There is a Velcro fastener on the back of the item, where the musical mechanism can be removed and then replaced.

How and where can I apply?

We ask you to send us your complete application via the online portal on our careers page.

Please click here for the career page: https://www.steiff.com/en/i/career