How to order

  • How do I place an order?
    Select the item you want to order from the Online shop and click on the button ‘in the shopping cart’ to add it to your shopping basket. Click on ‘View shopping cart’ to see the contents of your order and to make any changes. You can remove an item by clicking on the little cross next to the item. When you are happy with the order, click on ‘Checkout’ to go to payment and shipping so you can complete your order. Now, you can either register to create an account and you can save your details, or you can continue with the order as a guest without creating an account. You can choose whether to have the parcel sent to an address that is not the billing address. You can change those details in the section ‘Shipping address’ (step 1).
  • Can I still add something or change the order if I have just placed it?
    As soon as you send your online order, it is transferred to our shipping system. Unfortunately, once an order is in our shipping system, it cannot be changed. That is why you can view the contents of your order before you validate it. It gives you the chance to remove or add items to your order if you want to.
  • My item is not currently available in the Online Shop. What do I do?
    Perhaps the item you have selected is not yet on the market, or it is currently being manufactured. If you would like us to keep you up to date on the availability of that product, click on ‘Add reminder’. You will automatically receive an email as soon as the item is available for order. If you have registered, you can find that information via ‘My account’, under the section ‘Product reminder’. If an item is not yet on the market, you may sometimes have the option of pre-ordering it. You will then automatically receive the item after the release date.
  • Can I order by telephone?
    Unfortunately, it is not possible to order by telephone. Ordering products via the Online Shop is very quick and easy.
  • I have not received a confirmation of my order. Does that mean it has not been received?
    Once you have confirmed your order, we will send a confirmationemail However, it is possible that a typing error was made in your email address, which means we cannot send that email. Always check your spam folder. The email may have ended up there. Another possibility is that an error occurred when you placed the order or made the payment. To make sure that your order has been registered correctly, we recommend that you get in touch with our Customer Service Team. You can reach them via Contact on the shop’s home page.
  • Can I arrange my order to be wrapped as a gift?
    Unfortunately, we do not have a gift-wrapping service.
  • I want to order large quantities of Playmobil; can that be arranged?
    We would like to remind you that purchases made via our Online Shop are intended for private use only. If you are looking to buy in Playmobil as a dealer, please get in touch with our Customer Service Team. You can reach them via the contact form. They will pass on your request to our Sales Team, who will contact you as soon as possible.
  • I have received an invoice without any amounts on it; what does this mean?
    If you decide to have your order delivered to an address that is not the billing address, the parcel will include a packing slip. The packing slip never states any prices. The invoice, and the prices, will be sent to the billing address you have given us later.
  • What should I do if my parcel is damaged when I receive it?
    If your parcel is damaged on delivery, despite all the care we have taken with it, you can refuse to accept the delivery. If you notice the damage after you have received the parcel, please report the damage to our Customer Service Team within 24 hours. You can get in touch with them via the contact form, we can resolve the problem faster.
  • I do not live in Finland, can I place an order here?
    Unfortunately, you can only order from our Online Shop if you live in Finland. Visit the home page of our international website, www.playmobil.com, and select the country where you live to place an order via your local PLAYMOBIL shop.
  • Can I add other items to my order for spare parts?
    All products for sale in our Online Shop (Standard range, Playmobil Plus, Licensed Items, Bundles and Spare Parts) can be combined in a single order in the shopping cart. However, please remember that the longest delivery time will apply so that the entire order can be delivered as a single shipment.
  • I’m missing some parts from my new PLAYMOBIL set. How can I get hold of those missing pieces?
    Firstly, we would like to apologise for the fact that your recent purchase is missing a piece. The boxes are weighed at the end of each assembly line and if there is any deviation at all from the standard weight, the box is removed. This means it is almost impossible for boxes to leave the assembly line without all the pieces. Please get in touch with our Customer Service via our contact form. However, please make sure that your complaint reaches us within 10 working days of the purchase. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • One of the parts in my new PLAYMOBIL set is broken. How can I get hold of a new one?
    Firstly, we would like to apologise for the fact that your recent purchase has a broken part. PLAYMOBIL tries to make sure that only products of the highest quality reach our customers. If your purchase contains a broken part, please get in touch with our Customer Service via the contact form. However, please make sure that your complaint reaches us within 10 working days of the purchase. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • I have lost a piece. Can I order a new one?
    Playmobil® Spare Parts Service is the quick and easy way to order spare parts. You can either select the parts you need on the product page in our PLAYMOBIL® Online Shop and move them to your shopping cart or you can use or Spare Part search motor. If you use our search function, please make sure you have the 8-figure part number handy. You will find it on the building instructions. PLAYMOBIL can supply spare parts for sets that are not older than 4 to 5 years. We might be able to supply spare parts that are even older, but that depends on whether it is still stocked. For more information, please get in touch with our Customer Service via the contact form.
  • Why are some references not packaged in your famous blue box?
    As a manufacturer of branded toys, we believe in the quality, safety, design and presentation of our products. Indeed, our highest priority is to sell toys with a high play value that are good value for money. All items that say they are ‘packaged in a plastic bag’ are part of our Playmobil Plus range. These items are intended to add to, or expand, large sets like the princesses’ castle for the lowest possible price. We also try to comply with the requests/wishes of our fans from all around the world. To be able to respond quickly to those wishes and to keep the prices low, we have decided not to pack these items in the famous blue boxes.

Payment

  • Which payment methods can I use in the Online Shop?
    In the Online Shop, you can pay with Trustly, Paypal, credit card (American Express, Visa, Mastercard) or Google Pay. We use Ayden, so that you make your payment in a secure environment.
  • How do payments with credit cards (American Express, Visa, Mastercard) work?
    If you choose to pay by credit card, you must fill in your name, credit card number, the expiry date and the CVC code (on the back of the card) during the ordering process. Make sure that you enter the name exactly as it is spelled on the card (name of the card holder). The payment is then authorised online so that you know immediately whether it has been approved or not.
  • How do payments with PayPal work?
    PayPal is a safe means of payment for which you do not need to share your details. Link your bank account or credit card to your PayPal account and pay in just a few clicks. PayPal’s service is completely free and there are no additional costs involved. PayPal’s Quick Checkout button in the shopping cart leads you directly to your own PayPal environment where you can complete the payment; the order will be sent to the address that you have registered with PayPal.
  • How do payments with Google Pay work?
    Google Pay is the fast and easy way to pay online without your wallet. You only need to add a bank card to your Google account on your phone and confirm the order via your phone. Google Pay is only available for Android devices.
  • How do payments with Trustly work?
    Trustly is a safe way to pay online. With Trustly, you pay with your own bank details (but at the Trustly checkout). At the checkout, you select Trustly as payment method and then your own bank. Within your own bank environment, you can verify the payment with an e-reader, code, etc.

Shipping and returns

  • What is the delivery time for my order?
    PLAYMOBIL uses various carrier services to ship orders from the Online Shop. You can choose to send your parcel to your home address or to have it delivered to a different address. If you want to receive your parcel at a different address, don’t forget to give us the name that is on the letter box of that address. The carrier services arrange the delivery route; we do not have any control over the time your order will be delivered to the receiving address. You can check the status of your shipment with the Track & Trace service. After your order has been shipped, the carrier service will send a shipping confirmation to your email address. Deliveries are made from Monday to Friday, apart from public (bank) holidays. At PLAYMOBIL, we do our utmost to deliver orders from the standard Online Shop within 3-5 working days, but please check the product detail page or the shopping basket for the most current delivery times. Deliveries of orders placed via our Online Spare Parts Service take a little longer to process and are delivered to your home by UPS or PostNL, depending on the size of the parcel. At PLAYMOBIL, we do our utmost to deliver orders from the Spare Parts Service within 4-5 working days, but please check the product detail page or the shopping basket for the most current delivery times. We can avoid lengthy delivery times if we have the correct information. So, please check the details of the shipping address before confirming your order.
  • What are the shipping costs?
    The shipping and handling costs for an order from the regular Online Shop are €14.99 for home delivery or €12.99 for delivery to a UPS Access Point for orders under EUR 100. Orders with a value above EUR 100 are shipped free of charge. For orders from the Online Spare Parts Service, the shipping and administration costs depend on the purchase amount. You can find more information about this under the 'Online' section Spare Parts Service
  • Will I receive any information about the shipping of my parcel?
    If you provide an email address when you create your account, our carrier will send you an email with the shipping information as soon as your parcel is ready for transport. That information email contains the tracking number, etc for the order. You can also find all the information about your order via ‘My account’, in the section ‘Order history’. If you click on ‘Show UPS delivery information’, you can view the status of the shipment.
  • Can I track my parcel?
    As soon as you have received your tracking number by email, you can track your parcel via our carrier's website.
  • Can I arrange to have my order sent to a different address?
    If you want to receive your parcel at a different address, that can be arranged. Please fill in the receiving address at ‘Step 1 Shipping’ in the order process. If you want to have it delivered to your work address, don’t forget to provide your company’s name. Please remember that the delivery address must be in the same country as the billing address.
  • Does PLAYMOBIL also do express deliveries?
    We offer standard shipment via UPS within 3 to 5 working days. Unfortunately, we cannot offer express deliveries for logistic reasons. If you need a PLAYMOBIL product at very short notice, we recommend visiting your local PLAYMOBIL stockist. Visit the Store locator for your nearest stockist.
  • I was not at home when the delivery service arrived; what happens now?
    If you are not at home, the delivery service will either drop off the parcel with your neighbours or at a service point nearby. You will receive a note explaining where it is in your letterbox. You can always follow the route taken by your order via the ‘Order history’ in your account.
  • The right of withdrawal; what does it mean?
    When you purchase products, you have the option of cancelling that agreement without stating your reasons for doing so. The right of withdrawal expires 14 calendar days after the day on which you or a third person designated by yourself (who is not the carrier), has physical possession of the product. If you exercise your right of withdrawal, you must return the unopened items, with all the accessories that belong with it and the instructions, to the address we provide. You must pay the immediate costs of returning the goods. Please send the withdrawal form, which you will find here, with the goods you are returning. This will enable us to handle your return more easily and quickly. As soon as we have received the items you returned, the Customer Service Team will get in touch with you. We will transfer the money you have already paid no later than 30 days after the purchase was cancelled. You can read all the information about your right of withdrawal in the General Terms and Conditions of Sale.

Playmobil products and spare parts - general information

  • What scale is used for PLAYMOBIL?
    Our basic figure is made to a 1:25 scale, so it is 7.2 cm high. We used an adult male with a height of 1.80 m as our reference. All other PLAYMOBIL elements (buildings, accessories, etc) are made to suit that figure, but the scale is not always strictly applied to make the products easier to play with. If we were to apply that same scale to all our products, some elements (like a guinea pig) would be too small to be easily used by a child. Other items would be too big (e.g., a building crane).
  • At which age can my child start playing with PLAYMOBIL?
    The target age group is printed on every box. Based on certain criteria (presence of small parts, use, etc.), our development team decides whether an item is suitable for a certain age group. Part of a toy that is difficult for a 2 to 3-year-old child to play with only creates frustration. Obviously, every child evolves differently, and each parent must consider whether something is suitable for their child.
  • Can I clean my PLAYMOBIL?
    We recommend cleaning the plastic PLAYMOBIL parts by hand in lukewarm water with a mild detergent. Rinse well and leave the pieces to dry. We do not recommend cleaning PLAYMOBIL in a dishwasher or washing machine or drying it in an oven or microwave oven. Plastic parts that have stickers on them should only be cleaned with a damp cloth. Parts made of fabric should only be wiped clean with a dry cloth. Electric parts such as motors, battery holders and electric wires should only be cleaned with a dry cloth.
  • Why do you regularly change your range?
    PLAYMOBIL continuously tries to offer a varied range. To achieve that variation, we regularly add great new fun items and remove other items from the range. We try to offer a varied range of themes and products so that everyone can find something they can enjoy.
  • Which new themes are coming soon?
    Every spring, we introduce the new themes for the current year at the Nuremberg Toy Fair (in Germany). We also publish our new catalogue at the same time. In addition, we publish another catalogue in autumn, which also has lots of fun things. You can download these catalogues via the link in the footer to this shop.
  • Can I glue broken parts? Which glue should I use?
    Our toys are based on our own principles for basic design. The play value of PLAYMOBIL is based, in part, on things like the assembly and disassembly of our products. For that reason, and because children could come into contact with the glue, we do not recommend glueing the elements with glue. Consequently, we cannot give you any advice about the types of glue you should use. Did you know that PLAYMOBIL gives a 2-year guarantee on our products, so long as you can present the receipt? That means you can ask our After-Sales Service for a replacement part. If the guarantee has expired, you can still ask for a replacement part, but we will have to charge for it. You can get in touch with our After-Sales Service via the contact form. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • Where do I find the prices of replacement parts?
    You will find the prices of the most popular spare parts listed in the ‘Find spare parts’ section. You can then add them straight to your shopping cart. To find separate spare parts, you will need the reference number, of course; you will find those 8-figure part numbers on the building instructions. If you don’t have the building instructions to hand to check the part numbers, we recommend that you visit the ‘Building instructions’ section. Many of our assembly instructions are available to download from that section for free.
  • My PLAYMOBIL parts are discoloured; how did that happen?
    Sometimes PLAYMOBIL pieces can become discoloured if they are not stored correctly. Exposure to UV rays can drastically affect the pieces - white parts could turn yellow, for example. Unfortunately, once the pieces are discoloured, there is no way of returning them to their original colour.
  • How do I know whether my vehicle set can be expanded with a remote control (RC)?
    Both our catalogues and the packaging explain whether a vehicle set can be expanded with a remote control. The micro-site below contains a list of our latest vehicle sets that can be combined with an RC. You can also download building instructions here - https://rc-modul.playmobil.com.
  • Where can I buy the large PLAYMOBIL figures?
    We like to display almost life-sized dolls at the PLAYMOBIL Roadshows and events. We make those figures and animals specifically for those events and they are, unfortunately, not for sale.
  • Where can I find information about PLAYMOBIL FunParks?
    PLAYMOBIL has a number of theme parks in different places around the world. Children can let their imaginations run wild in the giant PLAYMOBIL settings in the PLAYMOBIL FunParks. They can pretend to be pirates and knights, ... and go on glorious adventures. Children are encouraged to use their imagination and creativeness and to entertain themselves. You will find more information about our PLAYMOBIL FunParks in the section ‘Information/Company information’ in the shop’s footer.

Playmobil products and spare parts - specific information

  • Can all vessel sets be expanded with the RC underwater motor 7350?
    The RC underwater motor does not fit all boats. The micro-site below contains a list of our latest vehicle sets that can be combined with an RC underwater motor; you can also download building instructions here - https://rc-modul.playmobil.com.
  • If I have several boats that are equipped with the RC underwater motor, can I sail them all at once?
    If you want to sail several remote-controlled boats at the same time, you will need to connect each underwater motor to its remote control, one by one, by following the instructions on page 8. You can then organise a whole regatta with your friends.
  • If I have several vehicles that are equipped with the RC module 6914, can I drive them all at once?
    If you want to drive several remote-controlled vehicles at the same time, you will need to connect each motor to its remote control, one by one, by following the instructions on page 8. Now you can race with your friends.
  • My RC is not responding; what should I do?
    PLAYMOBIL tries to make sure that only products of the highest quality reach our customers, so malfunctions are quite rare. If your RC is not responding, please follow the steps below first of all: Open the battery compartment and remove the batteries. Check whether the metal contacts are clean. If they are not shiny, or if you can see traces of powder, clean them with a dry cloth or sandpaper. Check whether the batteries in the motor and the remote control are charged sufficiently; replace them if necessary by new ones or recharge them if they are rechargeable batteries. When inserting the batteries in the item, make sure the polarity (+/-) is the right way round. Both the motor and the remote control have a quartz cell which determines the frequency to which the motor and the remote control should be tuned. You can find the quartz cell’s frequency with a colour code. Make sure that both parts of the RC contain quartz cells with matching colours. Check the wiring too and make sure all the plugs are firmly plugged in. If none of these tips help at all, please get in touch with our After-Sales Service. You can get in touch via the contact form. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • My IR controls are not responding; what should I do?
    PLAYMOBIL tries to make sure that only products of the highest quality reach our customers, so malfunctions are quite rare. If your IR controls are not responding, please follow the steps below first of all: Open the battery compartment and remove the batteries. Check whether the metal contacts are clean. If they are not shiny, or if you can see traces of powder, clean them with a dry cloth or sandpaper. Check whether the batteries in the motor and the remote control are charged sufficiently; replace them if necessary by new ones or recharge them if they are rechargeable batteries. When inserting the batteries in the item, make sure the polarity (+/-) is the right way round. Quickly check whether the motor and the remote control are synchronised. Have you placed the power cell and the power stone properly in the vehicle? After 5 minutes, the IR vehicle will switch to standby mode (the power cell will not show a flashing light any more). To make it ready for driving again, you need to place another power cell and another power stone in it again. If none of these tips help at all, please get in touch with our After-Sales Service. You can get in touch via the contact form. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • The wheels of my IR-controlled car keep locking; how can I fix this problem?
    The control’s overload protection device has switched on. Move the forward axle back and forth until it clicks into place.
  • My underwater motor sails backwards; what I am doing wrong?
    It is very likely that you have put the batteries in the wrong way round. When you insert the batteries, make sure the polarity (+/-) is the right way round.
  • My RC car drives backwards instead of forwards and left instead of right. What’s happening?
    Perhaps reversing switch no. 6 or 7 is not properly adjusted. Please use the 2 small switches on top of the narrowest side of the transmitter to tune the RC car correctly. Look at the building instructions as well.
  • I’m having trouble using RC underwater motor 5536; can you help me?
    Perhaps these useful tips will help you play with your underwater motor correctly. Before you play with it: Fix the battery compartment with the batteries underneath the motor. Place the remote control with notch 6 (see the building instructions) at an angle on the underwater motor. Press remote control button 2 (see the building instructions) down until LED lights 3, 4 and 5 (see building instructions) light up. This can take a few seconds. LED lights 3 and 4 light up in green; LED light 5 lights up in red. Now, tune the remote control to the underwater motor by pressing down pairing button 7 (see building instructions) for several seconds until LED light 5 turns green. This can take a few seconds. You can now fix the underwater motor underneath the boat. After you have finished playing: Please switch off the remote control and disconnect the battery compartment from the motor to cut off the power supply and prevent the batteries running out. Check the building instructions for more instructions.

Website support

  • How do I register for a customer account?
    Click on ‘My PLAYMOBIL’ on the shop’s home page and then on ‘Create a customer account’, then fill in your basic details. You can now place an order.
  • I have forgotten my password; what should I do?
    If you can’t remember your password and need help, click on ‘Forgotten your password?’ and you will be directed to our password assistant. Please enter your email/registration details; you will receive a message by email so that you can reset your details. If you can’t remember your email/registration details, please get in touch with our Webmaster via the contact form.
  • I have forgotten my email/registration information. What should I do?
    If you can’t remember your email/registration details, please get in touch with our webmaster via the contact form.
  • How do I change my password?
    You can change your password if you want. Please click on ‘My account’ and then on ‘Account information’ in your account. Here you can change your password. A message will be sent to your email address with respect to the update.
  • I want to change my name/address in my account; can I do that?
    You can change these details yourself in your account. In ‘My account’, click on the section ‘Address list’. You will now be able to view all the addresses you have used previously. You can delete the addresses, change them or designate them as your main address.
  • The system reports that my details are already known, just as I am registering. What’s happening?
    Your details or email address have been used before to register with this shop. So, you don’t need to register; you can log in straight away with the details you used before. Have you forgotten your details? Click on ‘I have Forgotten your password?’.
  • I’m experiencing problems viewing the website and/or placing orders. What do I do?
    To make optimal use of our online shop, you must set your browser to allow the cookies. Unfortunately, we cannot give you any instructions explaining how to do that, because it varies from provider to provider. Please don’t hesitate to get in touch with your internet provider to help you with this. If you are having problems with the login or other functions, it can be helpful to delete the cookies from time to time. Unfortunately, we cannot give you any instructions explaining how to do that, because it varies from provider to provider. Please don’t hesitate to get in touch with your internet provider to help you with this. Have you filled in all the mandatory fields? Playmobil uses one of the most reliable security systems on the internet: SSL (Secure Socket Layers). If you use an old browser, you will not be able to connect to the server. We recommend that you install the latest version of the browser. You must make payment for your order within a certain amount of time once you have validated that order in our Playmobil Online Shop. We cannot accept the order if you exceed that time. Never click on the ‘Back’ button in your browser while you are paying, because you will then exit the order window.
  • I want to delete my account; can I do that?
    Via ‘My account’ you can manage your account yourself in the section ‘Delete account’.

Legal information and safe shopping

  • What is PLAYMOBIL’s guarantee entail?
    PLAYMOBIL believes in the importance of the quality, safety, design and presentation of our products. Our quest for quality and safety begins at the design stage. Our products comply with both European and American safety standards for toys, and undergo testing in all the stages of their manufacture by an independent institute, i.e. LGA (Landesgewerbeanstalt). However, it can happen that, despite the fact that we aim for quality, our products show signs of wear and tear. We cannot guarantee absolute durability, because the durability also depends on a number of external factors (wear and tear during play, storage). We give a 2-year guarantee on all our products, dating from the day of purchase or delivery. The guarantee comprises free replacement or repair of a broken part, so long as you can present the receipt. You will find the full guarantee conditions in the General Terms and Conditions of Sale.
  • The right of withdrawal; what does it mean?
    When you purchase products, you have the option of cancelling that agreement without stating your reasons for doing so. The right of withdrawal expires 14 calendar days after the day on which you or a third person designated by yourself (who is not the carrier), has physical possession of the product. If you exercise your right of withdrawal, you must return the unopened items, with all the accessories that belong with it and the instructions, to the address we provide. You must pay the immediate costs of returning the goods. Please send the withdrawal form, which you will find here, with the goods you are returning. This will enable us to handle your return more easily and quickly. As soon as we have received the items you returned, the Customer Service Team will get in touch with you. We will transfer the money you have already paid no later than 30 days after the purchase was cancelled. You can read all the information about your right of withdrawal in the General Terms and Conditions of Sale.
  • Which of my details do you have?
    The details that you yourself give when you place an order, such as your name, delivery address and email address. We use those details to deliver your order to the right place at the right time. We file all the details you have given our shop in our database. The database is protected with the most up-to-date technology. If you log in to your account, it is easy to see the details we have filed, such as your address, order history and wish lists. You can view your privacy preferences and adjust them here too. Would you like to know more about how we handle your details? Read our privacy policy.

Contact

  • How can I get in touch with PLAYMOBIL?
    The PLAYMOBIL Consumer Service Team is at your service. You can send them your questions and comments via the contact form. You can also get in touch with our Customer Service if you have any questions about the guarantee, spare parts, building instructions, our range and your order. If you have any questions, comments or suggestions about our internet pages or our PLAYMOBIL Online Shop, you can send them to our Webmaster.