Frequently asked questions (FAQ)
Order and payment
How do I order in the Sterntaler shop ?
1. You are now viewing the product details. Select the desired size of the item by clicking on the corresponding size symbol. Then add the item to your shopping cart. You can view your shopping cart at any time by clicking on the "Shopping Cart" link (top right of every page) (first step of the order process).
2. In the second step of the order process, we will request your information, such as your billing and delivery address. Here, you have the option of entering your personal information once for your current order or registering so that our system saves your personal information for your next order. If you register once, we will delete your data from our database after your order has been shipped.
3. In the third order step, check that all entries are correct. If you would like to make any changes, click on the order step you would like to return to in the flowchart above. If all entries are correct, click "Submit Order."
4. As soon as your order reaches us, we will confirm receipt 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, you can delete items, add more, or change the order quantity. Your order will only continue once you've decided on your items.
How do I register in the Sterntaler shop ?
You have the option of registering once for your current order as a guest (your personal data will be deleted from our database after your order has been shipped) or registering.
By registering, you log in permanently so that your personal information will be displayed the next time you place an order, and you won't have to enter it again. A password is required for registration.
Delivery and shipping
I can enter a different delivery address ?
After selecting the desired products and sizes, you'll be taken to the address entry screen. You can, of course, also specify a different delivery address here.
Important: The delivery address must be an address in Germany or Austria.
In which countries delivers Sterntaler.com ?
www.sterntaler.com delivers orders within Germany and Austria.
How high are the shipping costs ?
Deliveries within Germany
For deliveries within Germany, shipping costs €3.95 per order. Free shipping is available for orders over €40.
Deliveries within Austria
For deliveries within Austria, shipping costs €4.95 per order. Free shipping is available for orders over €40.
Where is my package ?
Once your order has been shipped, you'll receive a shipping confirmation email. This email contains the parcel tracking number (also called the "identification code" or "tracking number"), which you can use to track the whereabouts of your package.
To do this, go to the DHL or POST AT homepage and enter the twelve- or 16-digit code in a combination of numbers and letters.
Your 14-day right of withdrawal
What happens if the delivered goods do not fit or do not like ?
You have a 14-day right of withdrawal. You can find the details here: Right of withdrawal.
How can I send the goods back ?
Please use the original packaging for your return if possible and drop off the parcel at a Deutsche Post branch or one of the numerous DHL Packstations.
To receive a return label, please use our Returns portal.
How do I get replacement for a faulty/incorrectly delivered article ?
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.
Once we receive your return, you'll receive a replacement as soon as possible. If the item is no longer in stock, we'll refund the full cost.
Product security
Product security recall
Pacifier holder “Stay True To Nature”
Item numbers: Kinni 6752204/ Kalla 6752205/ Enna 6752208/ Otti 6752209/ RRP: €14.99
Dornburg-Dorndorf, February 19, 2025 – Sterntaler GmbH attaches great importance to the safety of its products. The "Stay True To Nature" pacifier holders were criticized for missing ventilation holes in the pacifier holder closure.
Passed preliminary examinations according to DIN EN 12586 (Articles for infants and young children –
Pacifier holders – safety requirements and test methods) and according to DIN EN 71 (safety of toys) by an external testing institute are available.
Currently, there are no reports of injuries caused by this product. However, we don't want to take any risks and are recalling all pacifier holders as a precautionary measure. Any customer who has purchased a pacifier holder and is concerned can return it and receive a refund.
At this point we would like to expressly point out that there has been no
known to the company. Sterntaler GmbH would like to
minimize any risk and, as the distributor in the European Union, considers itself 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 providing the utmost care to its consumers. Child safety is a top priority for the company. Its in-house quality standards are very high and are reflected, among other things, in the careful and strict selection of suppliers,
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
