Help and contact

As if by magic:
Here you will find answers to your questions - immediately and without waiting.

Quick help

🧭 Track order

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🛠️ Tips & instructions

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📦 Returns & guarantee

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️ Start return

Register return

🚚 Shipping & delivery

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✉️ Contact form

Send request

Spare parts Robotime/ROKR/Rolife

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🪚 Spare parts UGEARS

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FAQ

 - the most frequently asked questions.

Order & Payment

What payment methods are available?＋
PayPal, credit card, Apple Pay, Klarna invoice, TWINT. If you pay in advance, we will ship after receipt of payment.
For up-to-date details: Payment & delivery.
Can I change or cancel my order?＋
Yes, as long as not yet packed. Please notify us immediately (order number). If the package is on its way, we will help with returns/exchanges.
Where can I find my invoice?＋
By e-mail after purchase and at any time in your account.
Is the purchase safe?＋
Yes - encrypted payments (SSL), reliable payment partners, data protection in accordance with EU standards.

Shipping & delivery

When will it be sent - and how long will it take?＋
Ordered Mon-Fri until 1 pm? Usually out the same day. Delivery time: DE/AT 2-3 working days, EU up to 7 days.
How much does shipping cost - and who does the parcel come with?＋
DE/AT: free shipping from 35 €. Partners: DHL (DE/AT), Swiss Post (CH). Details: Payment & delivery.
Packstation, desired location, not at home?＋
Packstation: store = postal number, street = "Packstation", house number = number of the station. You can use the tracking function to select a desired location/time or redirect to a parcel shop/neighborhood.
Parcel damaged or lost - what to do?＋
Please send your order number & informative photos (address label, shipping bag inside/outside, damage, affected products) to the contact form - we will take care of it.

Returns & Guarantee

How does the return process work?＋
Register return online - label & address will be sent by e-mail. Refund after receipt of goods. Important: only unopened original packaging.
Who bears the return costs?＋
Germany: free of charge via our portal. International costs may vary.
Is there a warranty or goodwill?＋
No warranty on unpacked/assembled models. We help with spare parts, tips & tricks - so that your project runs smoothly again.

Product questions

Is a part missing or is something defective?＋
Please send the order number, SKU/model code and - if possible - photos via the contact form. We will send a replacement or help with fixing tips.
Are there instructions as PDF/video?＋
Yes - in the help center you will find assembly instructions, tips & problem solvers - compact and sorted by brand.
Which tool do I need?＋
Everything you need is included. For moving parts: fine sandpaper & a touch of tealight wax. Extra stability? A dab of wood glue won't hurt.
Where can I find the SKU / model code?＋
On the packaging, usually under the name. 
Suitable for children?＋
With patience & support: yes. Recommended for ages 14 and up - building together is the most fun.

Account & Other

Do I need a customer account?＋
No - you can order as a guest. The free MagicClub is faster, you can keep an eye on your invoices and history and collect points.
Legal information＋
General terms and conditions - Data protection - Cancellation policy - Imprint

No suitable answer found?

📞 Telephone support Mon-Fri, 9 a.m. - 5 p.m.
+49 711 299 90060
💬 Live chat In the store at the bottom right (green symbol) - permanently displayed.
24/7 AI for standard questions - Mon-Fri live: 09-17 hrs.
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