Question 1

I changed my mind about something I ordered. Can I return it?

Accepted Answer

Yes, please review our GRIMM's 30-Day Easy Return Policy to see if your return is eligible. 30-day easy return Any reason Fast refund Up to 30 days Unopened and in original packaging You can return any products purchased directly from GRIMM's webshop as long as they are unopened and in their original packaging and within 30 days of the shipping date of your order. If we receive your return and it meets our return policy, we will refund you the full purchase price.  The refund applies only to the item in question and excludes any shipping charges. If the item was originally shipped under a free freight offer and returning it would void the original offer, the refund will be reduced by the amount of the freight charges that would have been payable.  Postal address for easy returns: Grimm's GmbH Returns service Porschestrasse 3 73269 Hochdorf DE  Please include the following with your return: your name Your order number Date of your order Details of the items you are returning Reason for your return (this helps us improve our product descriptions and processes) Further information: Returns are at your own expense. We recommend using a trackable parcel service for added security.  Refunds will be issued based on the original method of payment  Please allow up to 5 business days after your item arrives at our warehouse for your return to be processed

Question 2

Something is missing from my order. What should I do?

Accepted Answer

Is something missing? Wrong delivery? Damaged? Or does something seem strange to you?Is an item missing from your order? Have you received a different item to the one you ordered? Is the item you received damaged? Does the item you received appear to be faulty in any wayWe work hard to minimise errors and we stand behind our products 100%. We also realise that mistakes sometimes happen and that unfortunately not all products will arrive perfect! For this reason, we will personally deal with any issues that do not fall under our standard “30-day easy returns” policy.Please contact our team and together we will endeavour to resolve your issue.customercare@grimms.eu

Question 3

I think I have received a faulty, damaged or incorrect product. What should I do?

Accepted Answer

Is something missing? Wrong delivery? Damaged? Or does something seem strange to you?Is an item missing from your order?Have you received a different item to the one you ordered?Is the item you received damaged?Does the item you received appear to be faulty in any way?We work hard to minimise errors and we stand behind our products 100%. We also realise that mistakes sometimes happen and that unfortunately not all products will arrive perfect! That's why we personally take care of any issues that don't fall under our standard "30-day easy return" policy. Please contact our team and together we will endeavour to resolve your issue as quickly as possible.customercare@grimms.eu

Question 4

My new product has an unfamiliar odour - why is that?

Accepted Answer

You have purchased an unvarnished natural wood product that has been treated with natural vegetable oils to protect the wood. This vegetable oil mixture also contains linseed oil, which has a very intense odour but is absolutely harmless to health. Unfortunately, we cannot prevent the odour from remaining in the wood despite sufficient ventilation before packing. It is even more concentrated due to the packaging.To clean, simply wipe with a damp cloth and a little soapy water (if necessary). When drying, please do not place on a radiator, as this can cause cracks in the wood, but allow to dry normally at room temperature. Please do not clean our products with disinfectant, hot water or similar under any circumstances

Question 5

How can I clean my items?

Accepted Answer

If you want to remove dirt from our products, simply wipe with a damp cloth and pH-neutral soap (if necessary). When drying, please do not place on a radiator, as this can cause cracks in the wood, but leave to dry at room temperature. Please do not under any circumstances clean our products with disinfectant, hot water or similar!

Question 6

What are these traces on my product?

Accepted Answer

We love wood, because wood is a natural product and always bears unique traces, which then flow into the respective products and make them unmistakable. Small knots or darker grains are completely normal. Different structures in the wood grain and colour variations are evidence of a natural product and therefore a quality feature and not a defect. Discover the traces that make your GRIMM'S product simply unique!

Question 7

Why Made in Bosnia?

Accepted Answer

We are a family-run and sustainably managed wood manufactory at the foot of the Swabian Alb, which produces high-quality and safe toys. Our wooden toys are labelled either ‘Made in Germany’ or ‘Made in Bosnia’.New products are developed at our headquarters in Hochdorf, where we oil and colour, assemble, check the quality, pack and ship all over the world.Another production facilities is located in Bosnia. A large part of the wood processing takes place there, which is also due to the fact that there are numerous lime forests in Bosnia and the resources there enable us to process directly and sustainably without unnecessary delivery routes.

Question 8

How can I wash my dolls?

Accepted Answer

Our little dolls prefer a superficial and gentle cleaning with mild soapy water. Please only wipe the face carefully. Although the colours on the face are waterproof, they can fade if rubbed during washing and the fabric can also be rubbed.

Question 9

Rainbows, Semicircles and Building Boards don't fit exactly?

Accepted Answer

The semicircles and the Building Boards are larger than the individual parts of the rainbow, sometimes up to 1cm approximately. Is that normal?Yes, the Building Boards and the Semi-circles are deliberately made so that they are larger than the corresponding arch elements of the Large Rainbow. This means that even younger builders can achieve greater success when building because not everything has to be placed on top of each other with millimetre precision to fit. This also leads to more stable structures and therefore more fun!

Question 10

What kind of wood is used?

Accepted Answer

All our wood comes from sustainably managed forests in Europe. We are committed to promoting environmentally friendly, socially beneficial, and economically viable forest management. It is important to us that the wood for our products does not come from overexploitation of nature. At GRIMM'S, we take this responsibility very seriously. The wood species used are alder, linden, beech and maple.

Question 11

The arches of my rainbow no longer fit together

Accepted Answer

Due to the deliberately organic design, our rainbow is sawn freehand from a single piece of wood, which requires a lot of experience and craftsmanship. The resulting asymmetrical structure results in an organic and natural design language. Unlike automated production using symmetrically designed templates, individual arches may therefore need to be rotated to achieve a perfect fit. This is exactly what makes our toys so special and each piece unique.

Question 12

What type of silk is used for Sarah Silk's play silk?

Accepted Answer

Sarah's Silk's play silks are made from 100% mulberry silk. Mulberry silk is considered the highest quality of all natural silks. The play silks are handmade in China.

Question 13

Why do you use plastic wrap for packaging some products?

Accepted Answer

We package our products strictly according to the motto: as much as necessary, as little as possible. In fact, we consider which packaging makes the most sense for each individual product. In some cases, cardboard packaging isn't absolutely necessary to protect the product during transport and would also generate more waste than recyclable film. Even though many people immediately perceive film as bad for the environment, in such cases we opt for the less wasteful and therefore more environmentally friendly version of film.

Question 14

Has the plastic film been tested, or can harmful substances be transferred from it to the wood of the play materials?

Accepted Answer

Of course, our understanding of safety doesn't stop with the product itself. We also adhere to the highest standards in packaging, using certified films that are even approved for use in contact with food, thus posing no risk to children.

Question 15

Are there any maize, wheat etc. in the colours?

Accepted Answer

Are you or your child allergic and wondering whether our coloured glazes contain corn, wheat, milk and/or egg? We can allay your fears. We hereby confirm that NO food products such as maize, wheat, milk, egg, hazelnuts etc. are contained. Furthermore, our colours are tested in accordance with current European and German regulations and we have test certificates for the testing. Migration of certain elements according to DIN EN 71-3cadmium after digestion (according to SOP2.5.L126) and ICP-OES (according to DIN EN ISO 11885) - for organotin compounds (according to SAA2.5L145) for phthalates (according to SAA/SOP2. 5L144) - for PAHs (according to AfPS GS 2014:01) for total lead content according to CPSIA 2008 (HR4040), Section 101 and 16 CFR Part 1303 (according to CPSC-CH-E1003-09 2009-04) Solubility of certain elements according to ASTM F963 (see EN71-3) Primary aromatic amines (according to EN 71, Part 9-11) (only for colour/pigment concentrates).

Question 16

What colours and oils are used?

Accepted Answer

Our colours and oils are certified in accordance with the currently valid standards for toy safety EN 71. They are therefore recommended for use in children's toys and are harmless to the health of your child or baby.Any discolouration that may occur, for example due to intensive contact with saliva, is extremely rare and poses no health risk to babies, toddlers or adults.We use water-based colour stains and a pure vegetable oil to finish the surfaces of our natural products. This vegetable oil blend contains linseed oil, olive oil, safflower oil, walnut oil and soya oil, with linseed oil being the main ingredient.We love animals - that's why our products are vegan and naturally cruelty-free.

Question 17

Possible colour abrasion on new products.

Accepted Answer

The outstanding feature of all our products is the velvety surface, which is created by using colour glazes that penetrate the wood fibres and leave a lively surface. The individual parts are dipped into the colour by hand and we deliberately do not apply a protective varnish afterwards so that the positive properties of wood are retained. This also increases the play value: when building, the blocks stick together better and do not slip off so easily and the children feel the structure and fibres of the wood when playing.However, it can occasionally happen that excess colour particles come off the wooden surface of new items and initially lead to increased colour abrasion. In these cases, we recommend wiping the surfaces with a simple, lint-free damp sponge to remove any colour pigments.Our colours and oils are absolutely harmless to health and officially certified in accordance with EN 71-3. Our colour glazes have also been tested and approved for saliva resistance. In general, a certain composition of saliva is used to test for saliva fastness, which experience has shown is frequently encountered. Unfortunately, not every saliva that occurs can be tested, so in the worst case scenario, intensive saliva contact can lead to colour detachment.Even with heavy mechanical abrasion, the colour pigments on the surface may come off in individual cases. You should also avoid treating the surfaces with an abrasive cloth or scrubbing brush. Please note that you are holding a natural product in your hands that has been lovingly handcrafted and coloured.

Question 18

Where is the furniture made and from which wood?

Accepted Answer

We use birch plywood from Northern and Eastern Europe for all our furniture.Our furniture is sawn, assembled, sanded and treated in our joinery in Hochdorf. It is then carefully packed and dispatched from here.

Question 19

From what age is GRIMM'S furniture suitable?

Accepted Answer

We recommend our furniture for children from the time they start to sit or walk. Before that, furniture is not usually necessary for direct interaction. However, when children start to become mobile and want to explore their environment with interest, our furniture is just right. It takes into account the needs and proportions of small (and also large) children and supports them in their independent development.

Question 20

How can I clean the surface?

Accepted Answer

The gentlest and best way to remove dirt from our products is with a damp cloth and, if necessary, a little soapy water. Then leave to dry at room temperature. Please do not use an additional heat source such as a heater or direct sunlight for drying and do not use strong cleaning agents, disinfectants or hot water for cleaning.

Question 21

I would like to give my furniture additional protection - what can you recommend?

Accepted Answer

For the first coat, we recommend Osmo Hartwachs-Öl-Effekt Natur 3041, which contains a small amount of white pigments to prevent the wood from darkening.https://www.osmo.de/farbe/farbe-fuer-den-innenbereich/anstriche-fuer-den-fussboden/hartwachs-oel-effektOnce the wood has dried sufficiently, sand it with fine grit sandpaper.We then recommend applying a second coat of Osmo Hartwachs-Öl Original colourless matt 3062 for a complete treatment and protection of the surface.https://www.osmo.de/farbe/farbe-fuer-den-innenbereich/anstriche-fuer-moebel/hartwachs-oel-original

Question 22

Repair/breakage

Accepted Answer

GRIMM'S stands for quality and durability. We select the wood carefully when manufacturing our toys. The quality of the wood is checked at every stage of production. But wood lives and reacts to changes in the air. Wood is a natural product and not indestructible, so we cannot rule out the possibility of something breaking. Children can be made aware of this and asked to be careful with their special toys. However, if something does break, you can repair the damage together with glue or sand down the broken area. We have prepared a small first aid kit for you, which you can request from your dealer or from us.If the reason is a clear defect in the product, we will of course be happy to accept your complaint.Purchased from a specialist retailer?Please contact the retailer from whom you purchased the product. Goods that were not ordered directly from us can only be returned to the retailer.Ordered directly from GRIMM'S?Please check your options in our FAQ's under ‘Questions about my order’.

Question 23

Missing parts / spare parts?

Accepted Answer

Are you missing a piece of a puzzle, has something gone missing or is part of a product broken? Then please complete the missing parts form and mail it to us along with a fee of €5 (€10 for international shipments). Alternatively, you can email the form to customercare@grimms.eu and then transfer the fee via PayPal. The replacement part will then be sent to you immediately. To the form Please note that unfortunately, we cannot replace everything. For example, the rainbow is made from a single piece of wood, so none of the arches are replaceable. If you are unsure whether your piece is replaceable, please contact us.

Question 24

Return/complaint?

Accepted Answer

Bought from a specialist retailer? For returns and complaints, please contact the retailer where you purchased the goods. Goods not ordered directly from us can only be returned to the retailer. Ordered directly from GRIMM's? Please see your options in our FAQs under "Questions about my order".

Question 25

Product safety

Accepted Answer

We are aware of our responsibility towards children and their families and take it very seriously.All our products are regularly checked by internal and external tests and comply with the safety regulations of the European (EN71-3) and American (ASTM) standards for toy safety.This means that they are completely safe to use - even for the youngest children.

Question 26

Is it safe for my child to put your products in their mouth?

Accepted Answer

All the coloured glazes and oils we use comply with the European standard for the safety of toys (EN 71) and are therefore absolutely harmless to health. Any discolouration that may occur, for example due to intensive contact with saliva, is extremely rare and poses no health risk to babies, small children or adults.

Question 27

Can you stand on the rolling discs while they are in a Stapelstein?

Accepted Answer

An external load test according to EN71.1 has shown that rolling discs inserted into a Stapelstein can bear a maximum load of 50 kg.

Question 28

Why is the age rating for the large building sets 3 years?

Accepted Answer

The building blocks in our large building sets (Large Stepped Pyramid, Large Stepped Pyramid Natural, Large Mosaic, Basic Building Set 1, Basic Building Set 2, and Building Set Stairway) are large enough for small hands and contain no small parts that could be swallowed. Nevertheless, they are only suitable for children under 3 years of age. There's a good reason for this: the large frame. If the frame were to fall while fully loaded, there's a theoretical possibility of injury from the resulting broken pieces.Since the building blocks themselves are completely safe and pose no danger to small children, we recommend simply storing the building blocks from the large construction sets in baskets or boxes and setting the frame aside for the time being. This way, even smaller children can play with the contents of the large construction sets (mentioned above).

Question 29

Does GRIMM'S offer a factory outlet?

Accepted Answer

We do not have a classic factory outlet where all our products can be purchased directly on site, but we do offer a varying selection of products at our Hochdorf site, which have small special features and are therefore sold at a slightly reduced price.

Question 30

Where can I buy/order GRIMM'S products?

Accepted Answer

Our products can be purchased within Europe directly from our online shop at grimms.eu or through our retailers and online retailers worldwide.

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