Frequently Asked Questions (FAQ)
Order and Payment
How do I place an order in the Sterntaler shop?
1. You are in the product view. Select the desired size of the item by clicking on the respective size icon. Then add the item to the shopping cart. You can view the shopping cart at any time by clicking on the "Shopping Cart" link (top right on every page) (first step of the order process).
2. In the second step of the order process, we will ask for your information, such as your billing and shipping address. Here you have the option to enter your personal data once for your current order or to register so that our system saves your personal data for your next order. If you choose one-time registration, we will delete your data from our database after your order has been delivered.
3. In the third step of the order process, check that all entries are correct. If you want to make any changes, click on the respective step in the process diagram above to go back. If all entries are correct, click on "Submit Order".
4. As soon as we receive your order, we will confirm receipt by email.
Is there a minimum order value?
No, there is no minimum order value.
Do you want to change your shopping cart?
In the shopping cart, items can be deleted, more can be added, or the order quantity can be changed. Your order will only proceed once you have decided on your items.
How do I log in to the Sterntaler shop?
You have the option to check out as a guest for your current order (your personal data will be deleted from our database after your order is delivered) or to register.
By registering, you create a permanent account so that your personal data will be displayed again for your next orders and you won’t have to enter it again. A password is required to register.
Delivery and Shipping
Can I enter a different delivery address?
Yes, that is possible. After you have selected your desired products and sizes, you will reach the step to enter your address details during the ordering process. There, you can of course also provide a different delivery address.
Please note that the delivery address must be located in one of the following countries:
Germany
Austria
France
Spain
Netherlands
Italy
Poland
Which countries does sterntaler.com deliver to?
We currently deliver orders to the following countries:
Germany
Austria
France
Spain
Netherlands
Italy
Poland
You can find the respective shipping costs and delivery times on our “Delivery & Shipping” page.
What are the shipping costs?
Shipping costs depend on the delivery country.
Germany
Shipping costs: €3.95 per order
Free shipping on orders over €40
Austria
Shipping costs: €4.95 per order
Free shipping on orders over €40
France, Spain, Netherlands, Italy, and Poland
Shipping costs: €6.90 per order
Free shipping on orders over €40
For more information on delivery times and shipping, please visit our “Delivery & Shipping” page.
Where is my package?
As soon as your order has been shipped, you will receive a shipping confirmation by email. This contains your tracking number, which you can use to track the status of your delivery.
Tracking is done via DHL. Using the tracking link included in the email or on the DHL website, you can see at any time where your package currently is and when delivery is expected.
If you have not received a shipping confirmation, please also check your spam folder or contact our customer service.
Your 14-day right of withdrawal
What happens if the delivered goods don't fit or are not liked?
You have a 14-day right of withdrawal. You can find the details here: Right of Withdrawal.
How can I return the goods?
Please use the original packaging for your return whenever possible and pack the items carefully.
Returns from Germany and Austria
For returns from Germany and Austria, you can conveniently use our returns portal. There you will receive a return label and further information about the return process.
Returns from France, Spain, the Netherlands, Italy, and Poland
Our returns portal is currently not available for returns from these countries. Please send the goods sufficiently stamped to the return address specified in the cancellation policy.
The cost of the return shipment must be borne by the customer in these countries.
How do I get a replacement for a defective/wrongly delivered item?
Please use the original packaging for your return if possible, include relevant information about your exchange, and drop off the package at a Deutsche Post branch or a DHL Packstation.
As soon as we receive your return, you will receive a replacement as quickly as possible. If the item is no longer in stock, we will refund you the full cost.
Product Safety
Product Safety Recall
Pacifier Holder "Stay True To Nature"
Article numbers: Kinni 6752204 / Kalla 6752205 / Enna 6752208 / Otti 6752209 / RRP: €14.99
Dornburg-Dorndorf, 19.02.2025 – Sterntaler GmbH places the highest value on the safety of its products. Missing ventilation holes were criticized on the closure of the pacifier holders "Stay True To Nature".
Passed preliminary tests according to DIN EN 12586 (Articles for infants and toddlers –
Pacifier holders – Safety requirements and test methods) as well as DIN EN 71 (Safety of toys) by an external testing institute are available.
Currently, there are no reports of injuries caused by the mentioned product. Nevertheless, we do not want to take any risks and are recalling all pacifier holders as a precaution. All customers who have purchased a pacifier holder and are concerned can return it and the purchase price will be refunded.
At this point, it is expressly pointed out again that there have been no injuries or damages known to the company so far. Sterntaler GmbH wants to minimize every risk and sees itself as the distributor within the European Union obliged to withdraw the product from the market for the benefit of consumers.
As one of the leading manufacturers of baby and children's products, Sterntaler GmbH is committed to the utmost care towards consumers. The safety of children is the company's highest priority. The in-house quality standards are very high and are reflected, among other things, in the careful and strict selection of suppliers, materials, and items regarding product safety, as well as continuous quality controls through its own quality management system. Strictest criteria apply to all products, which not only comply with EU directives and meet all legal requirements in every respect but are exemplary in terms of product safety.
Further information:
Sterntaler GmbH
Werkstraße 6-8, 65599 Dornburg – Dorndorf
Phone +49(0)6436 509-0 / Fax +49(0)6436-2000
www.sterntaler.com / info@sterntaler.com
