🚚 Shipping & Delivery
Generally
How long does shipping take within Germany?
All orders placed before 8 pm usually arrive within 2 working days.
Which shipping provider do you use?
We ship exclusively with DHL and DHL Express.
Do you also ship to parcel lockers?
Yes, parcel lockers are easily possible.
Which countries do you supply?
We deliver to all EU countries.
When will my package be shipped?
All orders placed before 8 pm will be packed the same day and picked up by DHL the following business day. (DHL also picks up on Saturdays)
Shipping costs
How much are the shipping costs?
- Within Germany: €5.95
- Orders over €75: free shipping (within Germany only)
- To Austria: €14.95
- To all other EU countries: €19.95
From when is shipping free?
Minimum order value of €75 – exclusively within Germany.
Are there surcharges for large or heavy sets?
No, the shipping costs remain the same regardless of size or weight; we cover any additional costs due to particularly large or bulky packages.
Tracking & Status
How can I track my delivery?
After successful payment, you will receive an order confirmation via email. Alternatively, you can find the shipment tracking information in your account overview.
Orders paid by manual bank transfer are only packed and shipped after payment has been received, which is why shipment tracking is only available after payment has been received.
I haven't received a shipping confirmation – what should I do?
If you paid via manual bank transfer, your order will only be shipped after payment has been received. If you don't hear anything for an extended period, please contact our customer service.
My order arrived in several packages – is that normal?
Yes, that can happen – but only with orders containing two or more sets.
Special cases
My package arrived damaged – what should I do?
In this case, please take a photo immediately and contact us directly so that we can process the case promptly.
We accept no responsibility for accidents caused by delivery to neighbors or self-chosen drop-off locations.
My package is marked as "delivered", but I haven't received it.
Please check if the package was delivered to a neighbor or left in a safe place. If it cannot be found, please contact us – we will then initiate an investigation with DHL.
What happens in case of delivery delays?
Delivery delays are rare. If the tracking information doesn't update for several days, please contact our customer service – we'll take care of it.
🔁 Returns & Refunds
Return
How do I return an item?
Please do not simply return the item. Send us a formal cancellation notice by email or letter beforehand.
Do I have to pay for the return shipping myself?
The costs for a return shipment must be borne by the customer, and safe shipping must be ensured by properly packaging the parcel.
What are the conditions for a return?
You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for testing their condition, properties and functionality.
Money-back guarantee
How does the 30-day money-back guarantee work?
You must contact us beforehand. Returns sent independently without prior arrangement will not be accepted and will not be refunded. After inspection of the returned set, a full refund will be issued within 7 days.
When will I receive my refund?
We will refund the full purchase price within 7 days of receiving and successfully verifying your return.
Special cases
I opened a set – can I still return it?
No, unfortunately, sets that have already been opened cannot be returned.
If the set is no longer needed, we will gladly donate it to our partner school here in Niederneisen - simply contact customer service.
Can I exchange it for a different set?
For exchange requests for unopened sets, please contact our customer service – we are flexible.
💳 Payment & Processing
Payment methods
Which payment methods do you accept?
We accept PayPal, Klarna, credit card, Apple Pay, Google Pay, Shop Pay, manual bank transfer, and more. Just take a look at the checkout process ;)
Do you offer installment payments or purchase on account?
Yes, installment payments are possible with us through various providers.
Is the payment secure?
Yes – all payments are encrypted and processed through certified payment providers.
processing
When will the money be debited?
Normally, the money is debited immediately upon completion of the purchase; however, some payment providers may show the payment with a delay.
What happens if a payment is rejected?
Please choose a different payment method. In rare cases, payment providers experience technical problems.
How does the refund process work?
Refunds will be issued via the same payment method used for the order. The full amount will be refunded upon receipt of the returned set.
Special cases
I've paid twice – what should I do?
No problem. Just contact us – we'll refund the excess amount immediately.
Can I change my payment method later?
We cannot give a general answer to that; please contact our customer service for more information.
🗣️ Customer Service & Contact
Accessibility
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?
24/7 – you can contact us anytime, even late at night or on weekends.
Is there a live chat?
Unfortunately not – but WhatsApp is open 24/7.
Special cases
I am dissatisfied – who can I contact?
Contact our founder Moritz Grunert directly:
📧 moritz@kbs-shop.com
Do you offer goodwill arrangements?
It depends on the individual case – please clarify this directly with our customer service.
🧱 Products & Quality
Generally
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 any exclusive or limited edition sets?
Yes – we also carry limited edition sets. For advice or availability, please contact our customer service 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 do our own research: Our founder Moritz personally flies to China every year, visits the production facilities and gets a direct overview of the quality and conditions of the factories.
Are there 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, please send us an email with the part number of the missing part. We'll take care of the rest.
I have a defective part – will I get a replacement?
We also replace defective parts; simply send us an email with the part number of the missing part. We'll take care of the rest.
🛒 Ordering & Process
Generally
How do I order from the shop?
Add the desired products to your shopping cart and proceed to checkout. Enter all the required information and pay.
Do I need to create a customer account?
No – placing a guest order is no problem.
Can I change an order afterwards?
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 are interested in a sold-out product, you can simply register for stock tracking - we will then 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; it's best to order as soon as possible.
Special case
The item was available in the shop, but now it's not – what should I do?
The last item has just been ordered and paid for. Simply sign up for a notification on the respective product page – we'll inform you immediately when the item is back in stock.
🧑💻 Account & Privacy
Customer account
How do I create an account?
We use the new Shopify login method: You simply register with your email address and receive a one-time code by email – no password is required.
Can I order as a guest?
Yes, that's possible at any time.
Data protection
How do you protect my data?
All data is stored in compliance with GDPR and transmitted using state-of-the-art encryption. We rely on secure hosting infrastructure and certified payment providers.
Is payment information stored?
No – only if you explicitly allow it at checkout (e.g., for later orders via Shop Pay).
💬 Community & Reviews
Special cases
Where can I find customer reviews for your shop?
For genuine service reviews, it's best to check Trustpilot.
(simply 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 submit a review myself?
Yes, the best way to do that is to go to the Trustpilot page and leave your honest opinion - thank you! ❤️
(simply scroll down and click on the stars in the footer)
Is there a way to share my own models?
Yes – we always love to see pictures of your projects! Feel free to send them to us via email or WhatsApp.