Help & Frequently asked questions

Use the search or navigation to select the desired Steiff articles and place them in the shopping basket. You can access the shopping basket by moving the mouse over the shopping basket symbol. After a window has opened, you can access the shopping basket overview by clicking on the "Go to checkout" button. On the shopping cart overview page you have the possibility to delete items, change the quantity or redeem a voucher code. By clicking on the button "Checkout" you will get to the next page.

Here you have 2 different possibilities to continue your order.

1. I would like to order as a guest
You would like to place your order without creating a customer account. Click on the continue button at I would like to order as a guest. Then enter your personal data - and invoice information.

2. I have a Steiff customer account
If you have a Steiff customer account, you can log in with your e-mail address and password. Then you can choose your payment method and send your order. After submitting your order, you will receive an order overview by e-mail. Your order will now be checked and, depending on the payment method, sent to our logistics centre. As soon as your package is packed and leaves our logistics centre, you will receive a shipping confirmation with track & trace data to track your package.

We cannot accept telephone orders and orders by e-mail. Please place your order in our online shop. If you need help with this, our customer service is available by phone: +49 7322 131 222

You can reach our online shop service hotline at the following times:
Monday to Friday: 08.30 to 17.00 hrs

You will find our "sizing guide" on the product detail page directly under the size selection of the fashion articles.

Delivery to Belgium, Netherlands, Luxembourg, Estonia, Ireland, Italy, Latvia, Lithuania, Slovakia, Slovenia, France, Spain and Finland € 7.95

Delivery within the UK: £ 9.95

Delivery to Greece and Portugal: € 19.95

There is no minimum order value.

vYou have received a voucher from us, which you would like to redeem with your order. You can enter the voucher code on the shopping cart overview in the field "Voucher code" and click on redeem.

If the entry was successful, the voucher amount will be deducted immediately from the total amount in the shopping cart. You can delete the voucher by clicking on cancel next to the voucher field. Please always note the asterisk text of the voucher. If an error message appears, please check the validity of the voucher, the spelling of the voucher code, the minimum order value or other voucher conditions.

Basically only one voucher code can be redeemed at a time, a combination of actions is not possible.

There are various payment options in the Steiff Online Shop.

1. Credit card
   You can also pay by credit card. We accept Visa and Master Card. Your credit card data will be transmitted encrypted by SSL. This makes shopping in the Steiff Online Shop by credit card secure.
2. PayPal
   If you decide on PayPal as your payment method, you will be redirected directly to PayPal at the end of your order in the Steiff Online Shop. If you are already a PayPal customer, you can simply log in with your user data and complete your payment. If you don't have a PayPal account yet, you can register as a guest or open a new account and then confirm your payment. As soon as we have received your payment via PayPal, your package will be shipped.
3. Purchase on account via Ratepay (only in the Netherlands)
   The purchase on account takes place via Ratepay GmbH, a payment service provider for online purchases. You do not need to open an account or become a member. If you have selected payment by invoice with Ratepay, payments with debt-discharging effect can only be made to Ratepay. Payment within 14 days from the date of invoice. A cash discount is not possible. Please understand that Ratepay reserves the right to require prepayment of your goods or cash on delivery payment in order to hedge the credit risk in case of a corresponding bonus. In such cases, Ratepay will contact you prior to the conclusion of the contract to agree on the procedure. Further details can be found in the Ratepay Terms of Payment as well as in the Ratepay Privacy Policy.

You have the possibility to order in the following countries from the respective online shop:

Germany: www.steiff.com/de-de/

Austria: www.steiff.com/de-at/

Switzerland (German): www.steiff.com/de-ch/

Switzerland (French): www.steiff.com/fr-ch/

France: www.steiff.com/fr/

United Kingdom: www.steiff.com/en-uk/

other European countries: www.steiff.com/en
France, Netherlands, Belgium, Luxembourg, Italy, Spain, Portugal, Iceland, Estonia, Latvia, Lithuania, Finland, Greece, Slovakia, Slovenia

USA & Canada: www.steiffusa.com/

Please note the shipping costs and payment terms of the respective delivery country.

You can see the estimated shipping time of your order in the shopping cart and in the order confirmation. As soon as a package is shipped, you will receive a shipping confirmation by e-mail.
In addition, you can check the status of the package at any time in the "My Steiff" area.

Please note that the delivery time varies between 2-8 working days depending on the country of delivery.

If you are not satisfied with one of our articles, you have the possibility to return your order within 14 days.

Returns from the UK:

You will be responsible for all return shipping charges including any duties or taxes.

If you wish to return items, please follow the steps below:

• Fill out the return form below for the items you wish to return, print it and put the form in the original parcel
• Attach a copy of the invoice and the customs declaration form (CN23 / CN22) to the parcel in an adhesive transparent envelope.
• Clearly and legibly write RETURN on the package and indicate the invoice number.
• Choose the parcel service that works best for you (use a trackable method to mail your return).
• Don't forget to sufficiently stamp your package or fully pay for it

IMPORTANT: We can only accept returns that contain all necessary documents, that are fully paid and any extra charges are have been paid. If these steps have not been followed there will be delays in the processing the returns as they will be returned back to you by the carrier.

Return address:

Please get in touch with our customer serivce. The will send you the neccessary information and documents for your return.

Phone: +49 7322 131 222
E-Mail: service@steiff.com

You can reach our service hotline at the following times (CET):
Monday to Friday: 8.30 am to 5.00 pm

Returns from other European countries:

If you would like to return one or several articles or the entire order, please fill out the enclosed return slip. The return slip already contains the pre-printed address so that you can only enter the reason for the return. This information helps us to improve our service.

Please stick the upper part of the return note on the outside of the package. The lower part you simply put into the package with the item(s) you are returning. It is best to use the package we sent you for your return. Please make sure that the label with which we sent your order is no longer visible. Hand in your return shipment at a DHL Post branch near you and send the package back to us within 14 days. As soon as we have received your shipment, we will inform you by email and process your return as quickly as possible. The value of the returned goods will be credited to you by the payment method you used when placing your order.

In any case, before returning the article, please contact us:

E-Mail: service@steiff.com

Phone: +49 7322 131 222

Send us a few photos of the defective item so that we can process your request more quickly.
We will then discuss the further processing of your complaint with you. For articles which you have bought in one of our stores, we always need the sales receipt for the processing of complaints.

The fastening principle has been changed over the years due to increased safety requirements (tensile forces). As the button causes a punched hole during assembly, it is no longer possible to place a replacement button, as the newly assembled button no longer has the required assembly strength.

Please contact the following address with your inquiry:

Ladenburger Spielzeugauktion
Lustgarten 6
68526 Ladenburg
Web: www.spielzeugauktion.de

Phone: +49 (0)6203/13014

Please look at our page with care and wash instructions.

Where can I find information about the music box melody and the melody duration?
The information about the music box melody and melody duration can be found in the respective product description of the item in the online shop.

Can I buy the musical work separately?
The Musikwerk can be purchased in specialist shops and in the Online Shop. It is not possible to order musical works directly from Margarete Steiff GmbH. If it is a complaint about your music box, we will of course exchange your musical work.

In this case please contact our Customer Service directly:

E-Mail: service@steiff.com

Phone: +49 7322 131 222

We ask you to send us your complete application via the online portal on our careers page.

Please click here for the career page: https://www.steiff.com/en/i/career