Help and contact

PayPal, credit card, Apple Pay, Google Pay, Amazon Pay, Klarna (invoice due in 30 days or installment plan), and prepayment via bank transfer. In Switzerland, TWINT is also available. For prepayments, we ship the order once payment is received.
For the latest details: Payment & Shipping.

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.

By e-mail after purchase and at any time in your account.

Yes - encrypted payments (SSL), reliable payment partners, data protection in accordance with EU standards.

Order by 1:00 p.m. Mon–Fri? Usually ships the same day. Delivery time from shipment: Germany 2–3, Austria 3–4, Belgium, France, and the Netherlands 3–5, Switzerland 4–7, and the United Kingdom 5–8 business days.

Shipping costs and the free shipping threshold depend on the destination country—you can view them in your shopping cart. Partners: DHL (Germany and Austria), DPD via MeinEinkauf (Switzerland). Details: Payment & Shipping.

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.

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.

Register your return online—the label and address will be sent to you by email. A refund will be issued once the merchandise is received. Your right to cancel the purchase remains in effect even if you have opened the packaging or partially assembled the kit. Please return all parts in their entirety.

If the problem is on our end—damaged, incorrectly delivered, or a part is missing—we'll cover the return shipping costs. If you simply don't like the product, you'll have to pay for the return yourself; in Germany, this can be done conveniently through our returns portal. If you're in Switzerland or the United Kingdom, please contact us shortly before shipping so we can work with you to handle customs and the return process.

Of course, the statutory warranty also applies to assembled models: If a part was defective, damaged, or missing upon delivery, we’ll take care of it—just contact us with your order number and a photo. This does not include damage that occurs during assembly, such as broken, sanded-down, or glued-together parts. For that, we offer our replacement parts service as well as tips and tricks in the Help Center—so your project can get back on track.

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.

Yes - in the help center you will find assembly instructions, tips & problem solvers - compact and sorted by brand.

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.

On the packaging, usually under the name. 

With patience & support: yes. Recommended for ages 14 and up - building together is the most fun.

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.

General terms and conditions - Data protection - Cancellation policy - Imprint