Frequently Asked Questions

In principle, all CombiPlay products are in stock, so the delivery time is 5 working days. If products need to be personalized, the delivery time will be stated on the order confirmation. If this unexpectedly takes too long, we request that you contact our office staff (088-8810855), we will then see if we can shorten this delivery time.

Orders placed in the webshop will be sent to the address entered immediately after receipt of payment. Since the vast majority of orders are in stock, shipping will generally take 1 day. For products that require assembly, this may take up to 3 days.

Returns Policy and Customer Service

At Combiplay we strive for 100% customer satisfaction. Are you not satisfied with your order? We will do our utmost to help you. Can't do it yourself? Feel free to contact us by phone or email.

Contact details:

• Telephone: +31 (0)88 – 88 10 855

• E-mail: [email protected]

Can I return my items?

Private individuals (consumers)

As a private individual, you have the right to return standard items within 14 days without giving a reason. The return costs are for your own account and will not be reimbursed. Custom-made products cannot be returned.

Business customers

Although business customers are not legally entitled to return, we are happy to deal with requests fairly. If the items are returned in perfect condition and postage paid within 14 days, we will credit the purchase amount, minus €10,- excluding VAT for processing costs. The costs for returning are also at your own expense.

General return conditions

1. Return period: Standard items can be returned within 14 days. The period starts on the day of receipt.

2. Unused: Returned items must be unused and in good condition.

3. Return costs: Returns must be prepaid and will not be refunded.

4. Loss during transport: Returns that do not reach us will not be refunded, so always keep a proof of postage.

5. Depreciation: If an item is damaged, there may be a reduction in value.

How do I return my items?

We have created a simple step-by-step plan to help you return items.

Step 1: Check whether you are entitled to a return

Check if you meet the return conditions. Are you in doubt? Then contact us before you return the products.

Step 2: Register your return

You can register your return in two ways:

• Option 1: Register your return via our website

  1. Log in to our website.

  2. Not a registered customer? Click on 'Forgot your password' and follow the instructions to create a password.

  3. View your orders, select the order and indicate which products you want to return.

  4. Add a reason for return and click on 'Return' to register your return.

• Option 2: Print and complete the return form

  1. Print and complete the return form.

  2. Please include the form with your return shipment.

Step 3: Send your products

• Pack the items in a sturdy, well-sealed box.

• Please include a paper with your name and order number.

• Send the package to:

Return address: CombiPlay Returns
Lijnbaan 45
1969 ND Heemskerk
The Netherlands

Do you want to return the products yourself? This is possible during our opening hours (8:30 to 17:00). Please register your return first.

Step 4: Refund

Once we have received your return, you will receive a credit note by email with a request for your IBAN details. We aim to refund the amount within 7 days of receiving your details.

Frequently Asked Questions

What will I get refunded if I return items?

• Private individuals: In case of a full return, you will receive the purchase amount including the original shipping costs. The costs for the return shipment will not be reimbursed. Partial returns will not be accepted.

• Business customers: For a full return we will credit the original invoice, minus €10 excluding VAT for processing costs.

What if my package is delivered damaged?

• Please report any damage immediately to the delivery person and note 'package damaged' when signing for receipt.

• Please contact us by phone or email and provide clear photos of the damaged package and its contents.

What if my items are delivered damaged or incorrectly?

• Please contact us within 2 working days on +31 (0)88 – 88 10 855 or [email protected].

• Please send photos of the damaged or incorrect items by email. Together we will find a suitable solution.

Tips for returns:

• Always keep a proof of postage so you can track your shipment.

• Make sure the items are securely packed to prevent damage.

• Please include a note with your order number and contact details.

Do you have any questions? Feel free to contact us, we are happy to help you!

All our products are produced under so-called Toy Directive standards. This means that there are no harmful substances in our products. For products that are not suitable for use under a certain age, this is clearly indicated on the packaging.