🚚 Shipping & Delivery
General
How long does shipping within Germany take?
All orders placed by 8 p.m. usually arrive within 2 working days.
Which shipping provider do you use to ship orders?
We ship exclusively with DHL and DHL Express.
Do you also ship to parcel lockers?
Yes, parcel lockers are no problem.
Which countries do you ship to?
We deliver to all EU countries.
When will my shipment be sent?
All orders placed by 8 pm are packed the same day and collected by DHL on the following business day. (DHL also collects on Saturdays)
Shipping costs
How much are the shipping costs?
For detailed information, please visit Shipping & Delivery.
From what amount is shipping free?
For orders of €75 or more – within Germany only.
Are there surcharges for large or heavy sets?
No, shipping costs remain the same regardless of size or weight; we cover any additional costs for particularly large or bulky packages.
Tracking & Status
How can I track my delivery?
Once your payment has been successfully completed, you will receive an order confirmation by email. Alternatively, you can find the shipment tracking in your account overview.
Orders placed by manual bank transfer are only packed and shipped after payment has been received, which is why shipment tracking is also only available after payment has been received.
I haven't received a shipping confirmation — what should I do?
If you paid by manual bank transfer, your order will only be shipped once payment has been received. If nothing happens for an extended period, please contact our customer service.
My order is coming in multiple packages—is that normal?
Yes, that can happen — but only with orders of two or more sets.
Special cases
My package was delivered damaged – what should I do?
In this case, please take a photo immediately and contact us directly so we can handle the matter promptly.
We accept no responsibility for incidents resulting from delivery to neighbors or to a drop-off location you selected yourself.
My parcel is marked as "delivered," but I haven't received it.
Please check whether the package was left with a neighbor or placed in a safe location. If it cannot be found, please contact us and we will then start an investigation with DHL.
What happens in the event of delivery delays?
Delivery delays are rare. If the tracking does not update for several days, please contact our customer service team – we’ll take care of it.
🔁 Returns & Refunds
Returns
How do I return items?
Please do not simply return any item. Send us a formal notice of cancellation in advance by email or letter.
Do I have to pay for the return shipping myself?
The costs of a return shipment must be borne by the customer, and safe shipping must be ensured by packing the parcel well.
What conditions apply to a return?
You only have to pay for any loss in value of the goods if this loss in value is due to handling by you that is not necessary to check the condition, properties, and functionality of the goods.
Money-Back Guarantee
How does the 30-day money-back guarantee work?
You must contact us in advance. A return sent back independently without prior arrangement will not be accepted and will not be refunded. After the returned set has been inspected, a refund of the full purchase price will be issued within 7 days.
When will I receive my refund?
Within 7 days of receiving and successfully inspecting your return, we will refund you the full purchase price.
Special cases
I opened a set — can I still return it?
No, unfortunately, sets that have already been opened cannot be returned.
If you no longer have any use for the set, we would be happy to donate it to our partner school here in Niederneisen - simply contact customer service.
Can I exchange it for another set?
For exchange requests for unopened sets, please contact our customer service team – we’re flexible.
💳 Payment & Processing
Payment methods
What payment methods do you accept?
We accept PayPal, Klarna, credit card, Apple Pay, Google Pay, Shop Pay, as well as manual bank transfer and more. It's best to simply take a look at checkout ;)
Do you offer installment payments or purchase on invoice?
Yes, installment payment is available with us through various providers.
Is the payment secure?
Yes – all payments are processed securely via certified payment providers.
Processing
When will the money be charged?
Normally, the money is debited immediately when the purchase is completed; some payment providers may display the payment with a delay.
What happens when a payment is declined?
Please select a different payment method. In rare cases, payment providers may experience technical issues.
How does the refund process work?
Refunds are issued via the same payment method used for the order. The amount will be paid in full once the returned set has been received.
Special cases
I paid twice — what should I do?
No problem. Just contact us – we will refund the excess amount to you immediately.
Can I change my payment method afterwards?
We can't say that as a flat rate; please contact our customer service team.
🗣️ Customer Service & Contact
Availability
How can I contact you?
You can reach us by email, WhatsApp, contact form, or phone - just get in touch.
When is customer service available?
Our customer service can be reached by phone Monday–Friday from 9:30 a.m. to 5:00 p.m.
Is there a live chat?
Unfortunately not – but WhatsApp is open around the clock.
Special cases
I’m unhappy — who can I contact?
Contact our founder Moritz Grunert directly:
📧 moritz@kbs-shop.com
Do you offer any goodwill arrangements?
It depends on the individual case – please clarify this directly with our customer service.
🧱 Products & Quality
General
Which brands do you sell?
We carry sets from CaDA, Mould King, Reobrix, Xingbao, Ausini, Panlos, and Guly.
Are your building blocks compatible with LEGO?
Yes, all sets offered are fully compatible with LEGO.
Are there exclusive or limited-edition sets?
Yes – we also offer limited-edition sets. For advice or availability, it’s best to contact our customer service team directly.
Are the sets in their original packaging?
Yes, all sets come in the original packaging of the respective manufacturer.
Quality & Control
How do you ensure quality?
We verify it ourselves: every year, our founder Moritz personally flies to China, visits the production facilities, and gets a firsthand impression of the quality and conditions at the manufacturers.
Are instructions included in the set?
Yes, all sets include printed instructions. Some manufacturers also offer PDF versions on their websites.
Special Cases
I'm missing a part – what should I do?
If any parts are missing, the best thing to do is send us an email with the part number of the missing piece. We’ll take care of the rest.
I have a defective part – can I get a replacement?
We also replace defective parts; the best way is to send us an email with the part number of the faulty part. We’ll take care of the rest.
🛒 Order & Process
General
How do I order in the shop?
Add the desired products to the shopping cart and proceed to checkout. Enter all required information there and pay.
Do I need to create a customer account?
No - placing an order as a guest is no problem.
Can I change an order afterward?
Changes are only possible as long as the package has not yet been packed. In such cases, please contact customer service immediately.
Availability
What does "in stock" mean?
All items marked “in stock” are actually in our local warehouse and ready for immediate dispatch.
What does "Get notified" mean?
If you're interested in a sold-out product, you can simply sign up for stock notifications - we'll send you a message as soon as the product is back in stock.
Can I reserve products?
Due to high demand, reservations are unfortunately not important, so it’s best to order as quickly as possible.
Special Case
The item was available in the shop, but now it isn’t anymore — what should I do?
The last item has just been ordered and paid for. Simply sign up for a notification on the relevant product page – and we’ll let you know as soon as the item is back in stock.
🧑 💻 Account & Privacy
Customer Account
How do I create an account?
We use the new Shopify login method: simply sign in with your email address and receive a one-time code by email – no password required.
Can I also place an order as a guest?
Yes, that is possible at any time.
Privacy Policy
How do you protect my data?
All data is stored in compliance with GDPR and transmitted using up-to-date encryption. We rely on secure hosting infrastructure and certified payment providers.
Are payment details stored?
No - only if you explicitly allow it during checkout (e.g. for future orders via Shop Pay).
💬 Community & Reviews
Special cases
Where can I find customer reviews of your shop?
For genuine service reviews, it's best to check Trustpilot.
(just scroll down and click on the stars in the footer)
Where can I find product reviews?
You can find reviews directly on our product pages.
Can I leave a review myself?
Yes, the best way to do that is to go to the Trustpilot page and leave your honest opinion there - thank you! ❤️
(just scroll down and click on the stars in the footer)
Is there a way to share your own models?
Yes – we always love seeing photos of your projects! Feel free to send them to us by email or via WhatsApp.
Read enough?
Now it’s time to shop.
