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FAQs

Do you need help? We are here for you. We have compiled the most frequently asked questions for you here so that you may already find the appropriate solution for your problem here. If this is not the case, do not hesitate to contact us. We will try to help you as soon as possible.

1. I have questions about my order

2. I have questions about my delivery

3. I have a question about my complaint

4. I have questions about current offers and promotions

5. I have questions about payment methods or invoicing

6. I have business inquiries/ I am interested in a collaboration

7. I would like to shop in a Kindermaxx store

 

When will my order be shipped?

You can find the delivery time of your order in the order confirmation. Please note that we usually ship all items together. If you prefer partial delivery, please contact us by email at service@kindermaxx.de. Once your order has been shipped, you will receive an email with the tracking code. Please also check your spam folder in case the email has ended up there.

 

How can I cancel/modify my order?

If your order has not yet been shipped, you have the option to change or cancel it. In this case, please send an email to service@kindermaxx.de and include your order number. You can also reach us between 10 am and 4 pm at the number +49 (0) 89 2109 3633. However, if the package is already on its way, we can no longer make any changes. In this case, you can either refuse to accept the package or return the received package according to our return policy.

 

How do I obtain a return label?

Please let us know by email how many return labels you need for the return. We will send you the labels by email. Do not forget to include your order number in the email. Please note that a return is not free of charge. You can find more information about the return process and the associated costs on our homepage under the section "Return".

 

What conditions must be met for a return?

You can return your package within 14 days of receiving the order. Please make sure that the item is undamaged, complete, and in its original packaging and condition when returned. Please keep the return receipt from the post office until the return process is finalized in case any questions arise.

 

Are returns free of charge?

Returns from the Netherlands, Belgium, Germany, and Austria incur a fee of 5.95 €. This amount will be automatically deducted from the refund. For all other countries, you have to bear the return shipping costs and organize the return label independently. For returns of orders or goods delivered on a pallet by a freight carrier, we charge a maximum of 120.00 €. In this case, you are responsible for the costs of the return.

 

What happens with the refund of returns?

If you have canceled your order, we will refund the amount immediately. If you have returned an order or part of it, we will refund the amount as soon as possible after receiving the return. Depending on the payment method, it may take up to 2 weeks for the refunded amount to be credited to your account. We ask for your understanding and patience during this process.

 

I have not received my package - What can I do?

Please check the shipment tracking link of the shipping company first. If the package has not moved for a long time or is marked as delivered but was not delivered, please send us an email at service@kindermaxx.de, and we will contact the shipping company. Alternatively, you can also call the shipping service provider directly and ask about the whereabouts of the package.

 

I have received my package, but an item is missing - What can I do?

Please check first if it is only a partial delivery and the missing items from your order will be sent afterwards. You can recognize this on your invoice or the delivery note.

If an item is still missing, please contact our customer service immediately at the email address service@kindermaxx.de. Please provide your customer number, the item number, and the description of the missing item. We will then contact you as soon as possible to clarify the process.

 

I received an item that I did not order - What can I do?

You can contact us by phone at +49 (0) 89 2109 3633 or by email at service@kindermaxx.de. We will deliver the correct item as quickly as possible. In addition, we will send you a return label by email. Please send the mistakenly delivered item back to us.

 

My order is being delivered by a freight carrier - Can I arrange a delivery date for the delivery?

Furniture and bulky items are shipped by freight carrier. The freight company will contact you to arrange a delivery date. This way, you can ensure that you are available at the time of delivery and a smooth delivery is guaranteed. Please note that if you do not comply with the agreed delivery date, high costs for a second delivery may occur. You would have to bear these costs yourself.

 

My delivered item is defective - What can I do?

On our homepage, you can find a complaint form under "Repair & Warranty". Please fill out the form and send it to us by email. We will forward your complaint to the manufacturer as soon as possible.

 

How long does it take to receive feedback regarding my complaint?

Each manufacturer has different processing times. It can take up to 1-2 weeks for us to receive a response. Please be patient. We strive to process the matter as quickly as possible.

 

Do I have to return the defective item?

If the item is defective, it may need to be sent back for inspection. In some cases, you may receive a replacement part. Please contact customer service at the email address service@kindermaxx.de to receive further instructions and clarify the next steps.

 

What promotions and offers are currently available?

Current promotions and discounts can be found on the homepage under "Discounts & Coupons ". By signing up for our newsletter, you won't miss any promotions and discounts and will regularly receive information about exclusive offers and news directly in your email inbox.

 

Where can I redeem my promotional or voucher code?

You can redeem your promotional or voucher code during the ordering process. On the last page "Order Summary", you will find an input field for this below the items.

 

I didn't receive a voucher code/ My voucher code is not working - What can I do?

If you did not receive a newsletter registration voucher code or your voucher code is not working, please send an email to service@kindermaxx.de. Provide your email address, which you used to sign up, and the code. We will get back to you as soon as possible.

 

Can I redeem multiple vouchers at the same time?

Only one voucher code can be redeemed per order. If you have purchased multiple Kindermaxx gift vouchers in our online shop and would like to combine them into one voucher, please send us an email at service@kindermaxx.de and provide us with all your voucher codes.

 

What payment options do I have?

We offer many payment options that you can find on the homepage under "Payments".

 

How does the payment method 'purchase on account' work?

Please note that for the payment method 'purchase on account,' you must transfer the amount not to Kindermaxx but to Klarna. If you accidentally transferred the amount to Kindermaxx, please send us an email at service@kindermaxx.de, including proof of payment. We will then contact Klarna to ensure that no reminder fees are incurred for you.

 

Where can I find my invoice?

If you have created an account, you can view the invoice in your account overview. Simply log in to your account and navigate to the "Orders" or "Invoices" section to view and download or print your invoice documents, if needed.

If you do not have a customer account, you can send us an email at service@kindermaxx.de. Please provide your order number and all necessary information so that we can send you the desired invoice or assist you with any further questions.

 

Is it possible to order as a company without VAT?

Yes, it is possible if you have a valid VAT identification number (VAT ID) and your company is located within the European Union but outside Germany. In such cases, the invoice can be issued without VAT using the reverse charge procedure. Please contact customer service at the email address service@kindermaxx.de to receive further information and instructions for such orders.

 

I work in a nursery school/ educational institution and would like to place an order - What can I do?

If you need a proforma invoice, you can directly contact customer service for assistance with your order. Send an email to service@kindermaxx.de. Provide the customer service with the desired products, the quantity, and the delivery address so that they can manually create an order for you and send you the invoice by email. Please note that we will only ship your order after the payment has been received.

 

I am an influencer and interested in collaborating - What can I do?

If you are interested in a collaboration or partnership, please send an email to martina@kindermaxx.de. If we are interested in your inquiry, we will get in touch with you to discuss further details.

 

Where is there a Kindermaxx store?

Currently, there is a Kindermaxx store in Austria. Here are the address and opening hours:

Address: Harham 85, 5760 Saalfelden am Steinernen Meer, Austria

Opening hours: Mon. - Fri. 9:00 - 17:00

Phone: +43 6582 20989

 

Is the item available in the Kindermaxx store?

Not all items from the online store are immediately available in the store. It is recommended to call the store before your visit to inquire whether a specific item is immediately available. If you would like to pick up an item, please call one day in advance so that we can set aside the desired item and reserve it for you.

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