FAQs

On this page we answer frequently asked questions. For any further queries, just contact us by chat, email or phone.

Iam looking for a certain product and cannot find it in the shop

Contact our customer service via web chat, WhatsApp +49 (0) 171 104 32 85, email kundenservice@sigikid.de or phone +49 (0) 9201 / 70-0. We will be happy to help you. The product may be out of stock or sold out at the moment, or it may be possible to have it made to order.

Personalised gifts

We can personalise specified items with a name.
Please be aware that personalised items

  • may take longer to deliver
  • are always made in accordance with the information provided in the order. If the order contains any spelling errors, complaints made at a later date will not be accepted. Therefore, please make sure that all the information you provide is correct before you complete your order.
  • If your order contains personalised and non-personalised items, you will receive two shipments: A first shipment containing the non-personalised item(s) and a second shipment when the personalisation is complete
  • Unless otherwise agreed by both parties, the right to cancel does not apply to the following contracts: contracts for the delivery of goods that havn´t been ready-made, goods for those production an individual selection or instruction was given by the consumer or custom-tailored goods.

What size will fit my child?

You can find an overview of sigikid baby and children's sizes here.

I have a defective item. What can I do?

The dog just wanted to play with your child's favourite stuffed animal and now it's broken? The favourite cuddly toy has been lost or needs to go to the repair clinic? Whatever is on your mind in relation to our articles, feel free to write to us at kundenservice@sigikid.de. We'll try to put the world back in order!

Delivery time

Unless otherwise stated, all items displayed in the online shop are available immediately. For personalised products, please refer to the delivery time provided on the item page. Your order will usually be shipped the next working day. If you place your order at the weekend or on a public holiday, delivery time may vary slightly.

My account

You can either enter your personal data on a one-off basis for your current order as a guest or register so that our system stores your personal data for subsequent orders. If you buy as a guest, we delete your data from our database after your order has been dispatched.

You can log in using your login credentials (email address and password) under „Account login“. Alternatively, you can log into the ordering process using your user details

After successful login, you can amend personal data such as your address, email address, password or payment information.

If you’ve forgotten your password, you can request a new one on the Login page.

Personal data

It’s all too easy for data to fall into the wrong hands. That’s why we protect yours as closely as our own. Your personal daata is only stored for the purpose of processing your order. Further information about data protection at sigikid can be found here.

Shipping costs

We endeavour to keep the shipping costs for you as low as possible for you.

Shipping within Germany and shipping to Austria costs € 3.95 each per order and per delivery address. From 75€ shipping within Germany and to Austria is free.

For any shipment abroad we charge the following shipping costs:

  • For orders with delivery to Belgium, Luxemburg, The Netherlands, Poland and the Czech Republic we charge € 7.00 for shipment.
  • For orders with delivery to Denmark, Finland, France, Sweden we charge € 8,50 for shipment.
  • For orders with delivery to Greece, Ireland, Italy, Portugal, Spain, Croatia, Slovenia and Slovakia we charge € 9,80 for shipment.
  • For orders with delivery to Bulgaria, Estonia, Latvia, Lithuania, Rumania and Hungary we charge € 9,90 for shipment.

 

Shipping costs may be higher for shipments to European islands such as the Azores, Canary Islands etc. or to European overseas dependencies. In this case we will inform you prior to dispatch of your order.

Methods of payment

You can pay for your sigikid online shop purchase using one of the following payment methods:

Credit card
You can pay in the sigikid online shop with MasterCard or Visa. For your security, your credit card details are sent with SSL encryption. If you and your credit card are protected by the MasterCard® SecureCode or Verified by Visa programme, you will be asked to enter your password for this in a separate window.

PayPal
With this popular method of payment, it’s quick and easy to shop with us. All you need is a PayPal account. In your order, select “PayPal” as your method of payment. Follow the next steps in the ordering process. You will then be transferred to the PayPal website. Now log in with your PayPal login details and select one of the payment and delivery options stored in your account. Complete the process by confirming your details. You will then be redirected back to our online shop. No additional costs are incurred when paying with PayPal.

Amazon Pay
In our online shop, you can pay quickly and easily with Amazon Pay. All you need is an Amazon account. In your order, select “Amazon Pay” as your method of payment. Follow the next steps in the ordering process until the Amazon Pay pop-up appears. Now log in with your Amazon Pay login details and select one of the payment and delivery options stored in your account. Complete the process by confirming your details. You will then be redirected back to our online shop. No additional costs are incurred when paying with Amazon Pay.

Instant transfer (Klarna)
With instant transfer, you can pay for your purchase easily using your usual online banking details. Select “Instant transfer” as your method of payment and follow the next steps in the ordering process. A pop-up will open where you can select your account or enter your bank account details. In the next step, confirm the transaction with your transaction number and complete your purchase. The amount payable will be transferred to us straight from your online banking account.

Payment in advance
After your order has been submitted, you will receive an order confirmation email containing our bank details. When making the transfer, please enter yur order reference so we can assign your payment to your order more promptly. Once we have received your payment, we will ship your order. The items you have ordered will be reserved until receipt of payment for up to a maximum of 14 days.

Our bank details:
Sparkasse Bayreuth
IBAN: DE 26 7735 0110 0020 777 298
BIC: BYLADEM1SBT
Ref.: Order number

Purchase on account (via payolution)
We offer the payment method invoice through our partner payolution/Unzer. It is available for customers in Germany and Austria.
The purchase on account can be used for amounts from € 10. The invoice must be paid within 14 days of the invoice date as follows:

Recipient: Unzer E-Com GmbH
IBAN: DE47 6702 0190 0033 1157 09
BIC: HYVEDEMM489

Please make sure to state the reason for payment on the invoice when transferring the money, otherwise the payment cannot be assigned.

In order to process the payment, payolution/Unzer needs your name and your registration address. The purchase on account is possible for customers over 18 years. To check the minimum age of 18 years, we also need your date of birth. By selecting the payment method purchase on account, you agree once to the transmission and processing of your data by payolution/Unzer. You can find more information on this in our data protection regulations.

The purchase on account can only be used if the billing address corresponds to the private residence (no company or P.O. Box address). Delivery address and invoice address must be identical. In case of delivery to an address other than the private address, the purchase on account can unfortunately not be used.

I have been rejected for purchase on account. What can I do?
First of all, we are sorry that you were not able to buy on account this time. There can be several reasons for this, which we will briefly describe here. Please read these reasons carefully, because in some cases, by submitting correct information, you will be able to repeat your order attempt and, ideally, be accepted for purchase on account.

We could not identify you
Please make sure that you always use your registered address as the billing address and also use your correct date of birth, as this is the only way you can be correctly identified.

Your order amount is too high
It is possible that your order amount is too high. If you have the possibility, reduce the amount and try again.

Insufficient creditworthiness
Sometimes external credit agencies give us a credit score that causes us to protect you as a customer and - at least for the moment - not to charge you any more credit.

Other reasons
There are many other reasons for rejection. If you have any further questions, please send an email to <mailto:datenschutz-vie@unzer.com> and we will help you.

Where can I find my invoice or payment information?
As soon as your order is shipped, we will create an invoice containing all payment information. The invoice will be enclosed in the package / sent to you by e-mail.

Important: Please only use the bank details and reason for payment stated on the invoice in order to avoid incorrect transfers. If your payment cannot be correctly allocated, this can lead to reminders, which we would like to avoid at all costs.

I would like to return an item? Do I have to pay attention to anything when buying on account?
First of all, please follow our return instructions and send the goods back to us. Sometimes it can take a while for your return to reach us and be processed, so we generally recommend that you make your return as soon as possible. To avoid receiving unjustified payment reminders, we recommend that you inform us of your return simply and easily via the .

As soon as your return is booked, your invoice will be corrected automatically. If you have already paid, a refund will be made to your bank account within a few days.

What should I do if I receive a payment reminder?
First of all, we are sorry that you have had this experience. Nevertheless, this is no cause for concern if you observe the following points:

I have already paid for my goods

If a wrong reason for payment or a wrong bank account was given by mistake when transferring the invoice amount, the payment received cannot be assigned to your order. The consequence is a payment reminder.
Please send us a message to rechnung-onlineshop@sigikid.de and describe the situation so that we can assign your payment and close the case for you.

I have returned goods
Sometimes it takes a few days to process returns, which can be a problem if you have reached the payment deadline for your invoice.
In this case, please report your return via the so that we can pause your payment while the return is processed.

I didn't manage to pay on time
This also happens and is not a big deal. Please pay the outstanding amount using the bank details provided in the payment reminder and the correct reason for payment.

How long do I have to pay the invoice?
Our aim is to provide you with the best possible customer experience and flexibility and to receive and experience our goods first and only then pay. Therefore, our invoices have a payment term of 14 days.
The payment period does not start until the goods have been dispatched!

Vouchers and discount codes

Gift vouchers or discount codes can be credited to your account by entering them in the field supplied at Checkout.

If you’d like to bring a smile to somebody's face with a sigikid voucher, our online gift vouchers can be found here. These vouchers can be printed immediately after payment.

Unfortunately, sigikid vouchers purchased online can currently only be redeemed online. If the recipient would prefer to redeem the voucher amount in one of our stores, please contact us at kundenservice@sigikid.de

Shipping countries

At present, the sigikid online shop carries out deliveries to the following countries:
Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Spain, Tzech Republic. 

Shipping and tracking

Within Germany we ship with DHL. Abroad we ship with UPS.

If there is a chance you might not be at home to receive your parcel, you can request for your order to be delivered e.g. to your business address, or to a parcel pick-up point (the latter only within Germany). The delivery address must be located in one of our delivery countries.

Cancellations

If you once need to cancel your order, please contact us at kundenservice@sigikid.de. Your order can be cancelled as long as it hasn’t been processed yet. If your order has already been processed or shipped, please use our 14-day cancellation policy instead.

Returns, exchanges and refunds

Cancellation policy

You may cancel your order within 14 days without stating any reasons. The cancellation period is 14 days from the day on which you or a third party authorized by you who is not the forwarder, receives the final delivery.

Unless otherwise agreed by both parties, the right to cancel does not apply to the following contracts: contracts for the delivery of goods that have not been ready-made and for the production of which an individual selection or instruction was given by the consumer, or custom-tailored goods.

To exercise your right to cancel your order, you must send a letter clearly stating your intent (e.g. by mail, by fax or via e-mail) to our address (sigikid, H. Scharrer & Koch GmbH & Co. KG, Am Wolfsgarten 8, 95511 Mistelbach, Germany, Phone +49 (0)9201 70-160, Fax +49 (0)9201 70-20, e-mail: kundenservice@sigikid.de). You may use the attached sample cancellation form to cancel your order; however, you are not required by law to do so.

We recommend to complete and to transfer electronically the sample cancellation form or another clearly worded statement of your intent to cancel your order via our website (e.g. for returning goods from within Germany free of charge use our returning form www.sigikid.de/en/return.) We will immediately send you a notification (e.g. via e-mail) confirming receipt of your cancellation notice.

To remain within the cancellation period, it is sufficient for you to send notice that you intend to exercise your right to cancel your order before the stated time elapses.

Address your cancellation notice or return shipments to:

sigikid
H. Scharrer & Koch GmbH & Co. KG
Am Wolfsgarten 8
95511 Mistelbach
Germany
Phone: +49 9201 70-160
Fax: +49 9201 70-20
E-Mail: kundenservice@sigikid.de

Consequences of Cancellation

In the event of an effective cancellation, we must refund any payments we receive from you including shipping charges (excluding additional charges resulting from your choice of a non-standard method of delivery) without delay, but in any event within 14 days at the latest from the day on which we receive your cancellation notice. We will use the same method of payment for this refund that you used for your original transaction with us unless we have an express agreement with you stating otherwise; under no circumstances will you be charged for this refund.

We reserve the right to refuse refund of payment until we receive the goods or until you can submit proof that you have returned the goods, whichever comes first. You must return or hand over the goods to us without delay, and in any event within 14 days of the date on which you notified us of your intent to cancel your order. The deadline is considered to be met if you send the goods before the 14-day deadline elapses.

We bear the direct costs of the return if you return goods to us from Germany and if you use our sigikid.de/en/return online form for requesting a return label. 

For returns from abroad, the customer has to bear the direct costs of the return. 

You must bear the costs of any loss in value to the goods if the loss in value is the result of improper actions on your part with respect to examining the condition, characteristics and functionality of the goods.

Returning articles (within Germany)
To our German customers we recommend to use our online return form to return items to us free of charge as part of our 14 days cancellation policy. 

To do so, just click on the link and log in with your e-mail-address and your order number. Choose whether you want to return items in line with your 14 days cancellation right, or whether you want to exchange an item. 

Having registered your return, you can print out your return label and return form. When returning your package, please use the original packaging if possible and deliver the package to a Deutsche Post partner or a DHL parcel pick-up point. The statutory returns period is 14 days and begins from the day the request is sent.

Optionally, to exercise your right to cancel your order, you may send us a letter clearly stating your intent (e.g. by mail, by fax or by e-mail) to our address (sigikid, H. Scharrer & Koch GmbH & Co. KG, Am Wolfsgarten 8, 95511 Mistelbach, Germany, Phone +49 (0)9201 70-160, Fax +49 (0)9201 70-20, e-mail: kundenservice@sigikid.de), or you may use our sample cancellation form to cancel your order.

Returning articles (from abroad)

When cancelling an order within the 14 days period or returning an item, customers from abroad bear the direct cost of the return shipment to sigikid. If desired, sigikid could assist the customer by sending a UPS return label. However, the cost for this return shipment would then be deducted from the reimboursement of the invoice.

To exercise the 14 days right to cancel an order, customers from abroad must in any case send us a letter clearly stating their intent (e.g. by mail, by fax or via e-mail) to our address (sigikid, H. Scharrer & Koch GmbH & Co. KG, Am Wolfsgarten 8, 95511 Mistelbach, Germany, Phone +49 (0)9201 70-160, Fax +49 (0)9201 70-20, e-mail: kundenservice@sigikid.de), or use our sample cancellation form to cancel the order.

Exchanges (within Germany)

If a garment is not the right size, you can return it to us free of charge to be exchanged. On reception of the returned article we will send you the desired size free of charge.

Please refer to "Returning items" for return procedure and leave us a message which new size you require.

Exchanges (from abroad)

On account of the high shipping costs we regrettably cannot carry out any exchange free of charge for customers from abroad. Please contact us for any queries on that topic.

Refunds
In case of revocation, you will receive a credit note for the means of payment used for the order within the following 14 days:

  • Credit card – The refund will be credited to your credit card.
  • PayPal - The refund will be credited to your PayPal account.
  • Amazon Pay - The refund will be credited to your Amazon Pay account.
  • Instant transfer - The refund will be credited to your bank account.
  • Cash in advance - The refund will be credited to your bank account.
  • Payment on account - Your invoice will be corrected or refund will be credited to your bank account (if the order was already paid).

Warranty

Your purchase is covered by statutory warranty regulations for 2 years.

Newsletter

Stay up-to-date with our new products, trends and promotions: Sign up for our weekly newsletter here. As a thank you for sign up, we'll give you 5 euros off your next order. Unfortunately, our newsletter is currently only available in German.

How do I reach the sigikid customer service?

How can we help you? You can reach us:

  • via our website chat
  • via email kundenservice@sigikid.de
  • via whatsapp +49(0) 171 104 32 85
  • via phone +49(0) 9201 70 160

 

Our business hours:

Mon - Thu: 8:00 am - 4:00 pm

Fri:

8:00 am - 1:00 pm

Shopping with us

 

Official shop

Tested quality
for babies and kids

 

Shipping

Shipping costs 3,95 € within Germany. Shipping within 1-3 work days. by DHL or UPS More info: Shipping and costs

 

Returns

Free return or exchange service within Germany. More info on returns from abroad: Cancellation of orders.

 

We´re here for you!

We´re here for you! Just call us at +49 (0) 9201 / 70-160

We are available Mon-Thurs 8am - 4pm and Fri 8am - 1pm or via email.