Frequently Asked Questions (FAQ)
Questions about my order
Yes, find out about our GRIMM’s 30-Day Easy Returns Policy, and check your return qualifies.
30-Day Easy Returns
- Any Reason
- Fast Refunds
- Up to 30 days
- Un-opened and in original packaging
You can return any products you have purchased directly at GRIMM’S webshop as long as they are un-opened, in the original packaging and within 30-days from the date we shipped your order.
When we receive your return, if it meets our return policy, we will issue a full refund of the purchase price.
Refund will be for the item only and excludes any shipping. If the item was originally shipped as part of a Free Freight offer, and the return would invalidate the original offer, the refund will be reduced by the amount of the freight that would have been payable.
Postal Address for Easy Returns:
Grimm's GmbH
Retouren-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 Item(s) you are returning
- Reason for your Return (this helps us to improve our product descriptions and processes)
More Information:
- Postage is customer's responsibility. We suggest using a trackable service for added peace of mind
- Refunds will be issued based on the original payment method
- Please allow up to 5 working days, once your item has arrived in our warehouse, for your return to be processed
Missing, Incorrect, Damaged or a Return Under Warranty?
-
Is an item missing from your order?
Have you received an item different from what you have ordered?
Is the item you have received damaged?
Does the item you have received seem faulty in any way?
Missing, Incorrect, Damaged or a Return Under Warranty
-
Is an item missing from your order?
Have you received an item different from what you have ordered?
Is the item you have received damaged?
Does the item you have received seem faulty in any way?
Our team works hard to minimise errors and, we stand 100% behind the products we produce. We also know mistakes do happen and understand not all products will arrive perfect!
For this reason, we personally address all issues falling outside our standard 30-Day Easy Return Policy.
Please be in touch with our team and we will work together to resolve your query.
customercare@grimms.eu
Questions about our toys
If you want to remove dirt from our products, simply wipe gently with a damp cloth and a little soapy water (if necessary). When drying, please do not place on the heater, otherwise, cracks may occur in the wood. Please allow to dry at room temperature. Please never clean our toys with disinfectant, hot water or similar!
Our dolls appreciate a superficial and gentle cleaning with a little mild soapy water only. Please be careful and gentle when cleaning the face. The colors on the face are water-resistant, but they can fade. Please allow to dry at room temperature.
All our wood comes from sustainably managed forests in Europe. Our aim is to promote 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. We take this responsibility very seriously at GRIMM'S.
The types of wood we use are alder, lime, beech and maple.
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, Germany, where we oil and colour, assemble, check the quality, pack and ship all over the world.
Another of our company's 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.
We love wood because it‘s a natural material which will always have various markings that show up in our products, making each one unique. Grimm’s toys are always one a kind, carrying unique marks made by nature. Wood grain has changing structures and colors which serve as proof of its natural origins. The unique variations are proof of quality, not defects. Discover the markings that make your Grimm's toy simply unique!
We oil our wood products with a mix of different natural oils. The stronger smell is normal for natural linseed oil which is completely harmless, and will decrease over time.
Some of the scent from the oil will remain in the wood despite sufficient airing before packaging. The smell may also be stronger upon opening the package, but will dissipate.
Please use a damp cloth for cleaning. Wipe gently and dry immediately. When drying, please do not place on the heater, otherwise cracks may occur in the wood. Please allow to dry at room temperature. Please do not submerge in water and do not use disinfectant, hot water or similar.
Our organically designed Rainbow is hand-sawn from one single piece of wood which requires a lot of experience to do this work free hand. This leads to an asymmetrical construction, resulting in a more pleasant, natural appeal in comparison to using precise, symmetric stencils. Therefore, individual arcs may need to be rotated to obtain a perfect fit! It is exactly what makes our toy so special and each one unique.
The Semicircles and Building Boards are larger than the individual parts of the Rainbow, sometimes by up to 1cm. Is that normal?
Yes, the Building Boards and Semicircles are deliberately made to be larger than the corresponding bow elements of the 12 Piece Rainbow. As a result, younger builders can achieve greater success in building because not everything must be set precisely. This leads to more stable structures and more joy in playing!
Questions about our furniture
We use birch plywood from Northern and Eastern Europe for all our furniture. Our furniture is sawn, assembled, sanded and treated in our joinery here in Hochdorf. They are then carefully packed and shipped from here.
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 they start to become mobile and want to explore their environment with interest, our furniture is just right. As it takes into account the needs and proportions of small (and large) children, it supports them in their independent development.
The gentlest and best way to remove dirt from our products is with a damp cloth and if necessary, with a little soapy water. Then leave to dry at room temperature. Please do not use any additional heat sources such as heating or direct sunlight for drying and do not use any harsh cleaning agents or disinfectants or hot water for cleaning.
For the first coat, we recommend Osmo Hardwax Oil Effect Natural Matt 3041, which contains a small amount of white pigments to keep the light wood look.
Once the wood has dried sufficiently, sand it with fine-grain sandpaper. We then recommend applying a second coat of Osmo Polyx-Oil 3062 clear matt for a complete treatment and protection of the surface.
https://www.osmo.com/uk/finishes/interior-finishes/finishes-for-wooden-furniture/polyxr-oil-original
The wood may initially feel a little rough after treatment, as the wood fibres open up slightly due to the wax. However, this effect will disappear over time.
Questions about our colors
All colours and oils we use are certified in accordance with the EN 71 and CPSIA/ASTM 963 standards. They are therefore recommended for use on children’s toys and are harmless to the health of your child or baby. Any discoloration, for example due to intensive contact with saliva, is extremely rare and harmless and poses no health risk to babies, toddlers or adults.
Our colours are non-toxic, water-based stains and we oil our wood products with a mix of different natural oils with linseed oil as the main ingredient. This blend consists of linseed oil, olive oil, thistle oil, walnut oil and soybean oil.
We love animals - that's why our products are vegan and of course free of animal testing.
You are allergic or your child and ask yourself if our colours contain shares of corn, wheat, milk and/or egg?
We can take that fear from you.
Hereby we confirm that our colours don’t contain any food products such as corn, wheat, milk, egg, hazelnuts etc.
Furthermore, our colours were tested according to the current valid German and European requirements, the fulfil these standards and reports are available according to
- Migration of Certain Elements (accord. to EN 71-3)
- Cadmium after digestion (accord. to SOP2.5L126) and ICP-OES (accord. to EN ISO 11885)
- Organic tin compounds DIN EN 73-3 in connection with SOP 2.5L145
- type and quantity of softening agent - phthalates (accord. to SAA/SOP2.5.L144)
- PAH (accord. to AfPS GS 2014:01)
- total content of lead acc. to the CPSIA 2008 (HR4040), Section 101 und 16 CFR part 1303 (accord. to CPSC-CH-E1003-09 2009-04)
- Migration of certain elements acc. ASTM F963-07e1 (see EN 71-3)
- Primary aromatic amines (accord. to EN71, part 9 to 11) – only for colour and pigment concentrates
- Flame retardants in textiles (DIN EN 71 part 9-11, RL 2014/79/EU, Regulation EU 757/2010 and 1907/2006)
- testing of phosphates and ether
An outstanding and unique characteristic of all our toys is the velvety surface which arises because we use colour glaze that penetrates into the wood, leaving a matte finish rather than a glossy one. The individual pieces are dipped by hand into the stain and we intentionally do not put a final protective coating on it to preserve the positive characteristics of the wood. Our way of making toys guarantees that they stack more easily with greater play possibilities. Children feel and experience the wood fibres and structure while playing.
Our colours are non-toxic, water based stains that are absolutely harmless and tested in-depth for colour fastness in contact with saliva. This test uses a liquid comparable to standard human saliva. However, some people’s saliva do vary from the “standard”, so some colour may transfer under those conditions, but the stains are harmless.
It may sporadically happen with new products that initially some excess colour pigments will get released which results in colour transfer. We recommend wiping the transferred surface with a wet, lint-free cloth to remove colour pigments.
Also in the case of severe mechanical abrasion, in individual cases, the color pigments on the surface may come off. In addition, it should be avoided to treat the surfaces with a scouring cloth or a scrubbing brush. Please know that you are holding a natural product in your hands which was enriched with loving care in manual work and colouring technique.
We oil our wood products with a mix of different natural oils. The stronger smell is normal for natural linseed oil which is completely harmless, and will decrease over time.
Some of the scent from the oil will remain in the wood despite sufficient airing before packaging. The smell may also be stronger upon opening the package, but will dissipate.
Please use a damp cloth for cleaning. Wipe gently and dry immediately. When drying, please do not place on the heater, otherwise cracks may occur in the wood. Please allow to dry at room temperature. Please do not submerge in water and do not use disinfectant, hot water or similar.
Toy safety questions
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.
The building blocks in our large building sets (Large Stepped Pyramid, Large Natural Stepped Pyramid, Large Mosaic Square, Basic Building Set 1, Basic Building Set 2 and Building Set Stairway) are large enough for small hands and do not contain any small parts that can be swallowed. Nevertheless, their age rating is only 3 years. There is a good reason for this: the large frame. If this falls down when fully loaded, there is a theoretical possibility of injury from the resulting fragments.
As the building blocks themselves are completely harmless and pose no danger to small children, we recommend simply storing the building blocks of the large building sets in baskets or boxes and putting the frame to one side for the time being. This way, even smaller children can play with the contents of the large building sets (mentioned above).
Our colours are non-toxic, water based stains that are absolutely harmless and tested in-depth for colour fastness in contact with saliva. This test uses a liquid comparable to standard human saliva. However, some people’s saliva do vary from the “standard”, so some colour may transfer under those conditions, but the stains are harmless.
Missing parts/repair/complaint
Are you missing a part of a puzzle or has a piece been damaged?
Please fill out the form for missing parts and send us a 10 Euro note. The replacement part will be sent to you.
To the form
Please keep in mind that, unfortunately, we cannot replace everything. For example, the rainbow is made from a single piece of wood, so none of the bows is replaceable. If you are unsure if a part is replaceable, please contact us.
Grimms stands for quality and long life. When making our toys, we carefully select the wood without defects. At each step, the quality of the wood is checked. But wood lives and responds to air changes. Wood is a natural product and not indestructible, so we can not rule out that something breaks.
Children may be advised and prompted to use caution with their special toys. However, if something breaks, you can repair the damage with wood glue. For this purpose, we have prepared a small first aid kit for you, which you can inquire at your dealer or from us.
If the reason nevertheless a clear lack of the product was, we accept your complaint naturally gladly.
Bought at one of our Retailers?
Please contact your dealer where you bought the goods. Goods that have not been ordered directly from us can only be returned to the dealer.
Bought at one of our Retailers?
You have purchased a product from one of our partners, so please contact them for a return and in case of complaint. Products can only be returned to your dealer.
Other questions
We do not have a classic factory outlet where all our products can be purchased directly, but we do offer a varying selection of products at our Hochdorf, which have small special features and are therefore sold at a slightly reduced price.