Frequently Asked Questions (FAQ)
Order and Payment
How do I order in the Sterntaler shop?
1. You are in the item view. Select the desired size of the item by clicking on the respective size symbol. 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 ordering step).
2. In the second ordering step, we ask for your data, for example your billing and delivery 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. With one-time registration, we delete your data from our database after your order has been delivered.
3. In the third ordering step, check whether all entries are correct. If you want to make changes, click on the respective ordering step in the flowchart 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 to you by email.
Is there a minimum order value?
No, there is no minimum order value.
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. Only when you have decided on your items will your order be processed further.
How do I log in to the Sterntaler shop?
You have the option to log in once 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 log in permanently so that your personal data will be displayed again for your next orders and you do not have to enter it again. A password is required for registration.
Delivery and shipping
Can I enter a different delivery address?
After selecting the desired products and sizes, you proceed to enter the address details. Here, you can of course also specify a different delivery address.
Important: The delivery address must be an address in Germany or Austria.
Which countries does sterntaler.com deliver to?
www.sterntaler.com delivers orders within Germany and Austria.
How much are the shipping costs?
Deliveries within Germany
For deliveries within Germany, a shipping fee of 3.95 euros per order applies. For a purchase value of 40 € or more, you receive free shipping.
Deliveries within Austria
For deliveries within Austria, a shipping fee of 4.95 euros per order applies. For a purchase value of 40 € or more, you receive free shipping.
Where is my package?
When the goods are shipped, you will receive a shipping confirmation by email. This contains the package tracking number (also called "Identcode" or "Tracking No."), which you can use to track the whereabouts of your package.
To do this, go to the homepage of DHL or POST AT and enter the twelve- or 16-digit code in the number/letter combination.
Your 14-day right of withdrawal
What happens if the delivered goods do not fit or are not liked?
You have a 14-day right of withdrawal. You can find the details here: About the right of withdrawal.
How can I return the goods?
Please use the original packaging for your return if possible and drop off the package at a Deutsche Post branch or one of the numerous DHL Packstations.
To receive a return label, please use our return portal.
How do I get a replacement for a defective/wrongly delivered item?
Please use the original packaging for your return if possible, note the relevant information about your exchange, and drop off the package at a Deutsche Post branch or a DHL Packstation.
As soon as your return has arrived with us, 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 on the closure of the pacifier holders “Stay True To Nature” were criticized.
Passed preliminary tests according to DIN EN 12586 (Articles for infants and toddlers –
Pacifier holders – safety requirements and test methods) as well as according to 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
known injuries or damages to the company. Sterntaler GmbH wishes
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 of the highest priority for the company. 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 also in terms of product safety
are exemplary.
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
