At Poppenwinkel, we take pride in offering high-quality, durable toys from premium brands like DJECO, Grapat, Grimm’s, Holztiger, Ostheimer, and Smartmax. We understand that sometimes a return or exchange may be necessary, and we aim to make this process as simple and transparent as possible for our valued customers.

Our Return Policy

You may return most items within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in its original packaging
  • All tags and labels must be intact
  • The item must be in the same condition as when you received it

Please note: For hygiene and safety reasons, we cannot accept returns on opened or used toys, especially those intended for direct contact with children (such as teething toys or items that come in direct contact with skin).

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your request.
  2. Provide your order number and details about the product you would like to return or exchange.
  3. Wait for approval – our team will review your request and send you a Return Authorization Number (RAN) if approved.
  4. Package the item securely in its original packaging and include all accessories and documentation.
  5. Ship the item back to us at the following address:
    Poppenwinkel Returns
    1755 Snoekenveen
    3205CS Spijkenisse
    Netherlands
  6. Include the RAN clearly marked on the outside of the package.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Visa, MasterCard, JCB, or PayPal) within:

  • 5-7 business days for credit card payments
  • 24-48 hours for PayPal payments

Please note that it may take additional time for the refund to appear on your credit card statement, depending on your card issuer’s policies.

Exchanges

If you need to exchange an item for a different size or color, please indicate this in your return request. We will process the exchange once we receive your returned item. You will be responsible for any price difference between the exchanged items plus any additional shipping costs.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damaged product and packaging. We will arrange for a replacement or refund at no additional cost to you.

Return Request Template

To help you initiate your return, here’s a template you can use:

Subject: Return Request for Order #[Your Order Number] Dear Poppenwinkel Customer Service, I would like to request a return/exchange for my recent order #[Your Order Number]. Below are the details: – Product Name: [Product Name] – Reason for Return/Exchange: [Please specify] – Preferred Resolution: [Refund/Exchange for [specific product if exchanging]] I understand that I am responsible for return shipping costs unless the return is due to an error on your part. Please provide me with the Return Authorization Number and any additional instructions. Thank you for your assistance. Best regards, [Your Full Name] [Your Contact Information]

Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons:

  • Opened or used toys
  • Personalized or custom-made items
  • Items that have been assembled or modified

We reserve the right to refuse returns of any merchandise that does not meet the above return requirements at our sole discretion.

Questions?

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact us at [email protected]. Our customer service team is happy to help!

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