Frequently Asked Questions (FAQs)

You can order products through the Ravensburger Online Shop.

No, you can also order as a guest.

Ireland: Yes, the minimum order value is 10 €. This means that the total of the products in your shopping cart must be at least 10 € before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Italy: Yes, the minimum order value is 10 €. This means that the total of the products in your shopping cart must be at least 10 € before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Spain: Yes, the minimum order value is 10 €. This means that the total of the products in your shopping cart must be at least 10 € before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Netherlands: Yes, the minimum order value is 10 €. This means that the total of the products in your shopping cart must be at least 10 € before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Belgium: Yes, the minimum order value is 10 €. This means that the total of the products in your shopping cart must be at least 10 € before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Sweden: Yes, the minimum order value is 110 kr. This means that the total of the products in your shopping cart must be at least 110 kr before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

Poland: Yes, the minimum order value is 40 pln. This means that the total of the products in your shopping cart must be at least 40 pln before you can proceed to checkout. Shipping costs and any discounts are applied after this minimum value is reached.

You must be at least 18 years of age.

• In Ireland, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay.
• In Italy, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay.
• In Spain, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay.
• In the Netherlands, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay, iDeal, Klarna.
• In Belgium, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay, Bancontact.
• In Sweden, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay, Klarna.
• In Poland, we accept: Mastercard, Paypal, Visa, Gpay, Apple Pay, BLIK.

You will receive an email with your invoice once your order has been sent. If you cannot find the email in your inbox, please check your junk or spam folder first.

Please remember that your invoice is sent by email only after your order has been dispatched. If your order has been dispatched and you cannot find the invoice in your inbox, please first check your junk or spam folder.

Please check your spam folder for the order confirmation. If it's not there, your order likely failed. The payment shown is a temporary hold, not a final charge, and will be reversed automatically. You can safely place your order again.

Occasionally this problem can occur if you go back to make changes after you have provided your payment details. It can cause the order to fail, but may still trigger a payment 'reservation'. Please rest assured that we will only claim a payment once the order has been dispatched.

To ensure security for all orders, we may not be able to offer every payment method to every customer. Please select one of the available options to complete your order.

A payment reservation is created at the time of your order, and full payment will be taken once your order is dispatched.

All refunds are credited to the original form of payment used to place the order.

• Ireland: We are only able to accept payments in EUR.
• Italy: We are only able to accept payments in EUR.
• Spain: We are only able to accept payments in EUR.
• Netherlands: We are only able to accept payments in EUR.
• Belgium: We are only able to accept payments in EUR.
• Sweden: We are only able to accept payments in KR.
• Poland: We are only able to accept payments in PLN.

• Ireland: The standard delivery fee for orders to Ireland is €6.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.
  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   
• Italy: The standard delivery fee for orders to Italy is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Spain: The standard delivery fee for orders to Spain is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Netherlands: The standard delivery fee for orders to the Netherlands is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Belgium: The standard delivery fee for orders to Belgium is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Sweden: The standard delivery fee for orders to Sweden is 49 kr for orders with a value below 440 kr. We offer free delivery on standard orders of 440 kr or more. Please note, personalized products are an exception. They have a fixed shipping fee of 49 kr and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 110 kr.

• Poland: The standard delivery fee for orders to Poland is 19 zł for orders with a value below 150 zł. We offer free delivery on standard orders of 150 zł or more. Please note, personalized products are an exception. They have a fixed shipping fee of 19 zł and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 40 zł.

• Ireland: The estimated delivery time for standard products to Ireland is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Italy: The estimated delivery time for standard products to Italy is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Spain: The estimated delivery time for standard products to Spain is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Netherlands: The estimated delivery time for standard products to the Netherlands is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Belgium: The estimated delivery time for standard products to Belgium is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Sweden: The estimated delivery time for standard products to Sweden is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Poland: The estimated delivery time for standard products to Poland is between 3-5 business days.

  Please be aware that personalized products are made to order and have a different production and delivery schedule. You can find the detailed delivery estimates for all our personalized items on our Custom Product Delivery Times page.

• Ireland: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Italy: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Spain: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Netherlands: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Belgium: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Sweden: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.
• Poland: Please be advised that our current estimated delivery time for orders is between 3-5 business days. This does not include weekends or bank holidays.

As our personalised puzzles are manufactured in Germany, shipping does take longer than normal deliveries. Estimated delivery times can be found on our MyRavensburger website.

• Ireland: The standard delivery fee for orders to Ireland is €6.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.
  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   
• Italy: The standard delivery fee for orders to Italy is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Spain: The standard delivery fee for orders to Spain is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Netherlands: The standard delivery fee for orders to the Netherlands is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Belgium: The standard delivery fee for orders to Belgium is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Sweden: The standard delivery fee for orders to Sweden is 49 kr for orders with a value below 440 kr. We offer free delivery on standard orders of 440 kr or more. Please note, personalized products are an exception. They have a fixed shipping fee of 49 kr and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 110 kr.

• Poland: The standard delivery fee for orders to Poland is 19 zł for orders with a value below 150 zł. We offer free delivery on standard orders of 150 zł or more. Please note, personalized products are an exception. They have a fixed shipping fee of 19 zł and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 40 zł.

For standard products, our partnered couriers include DHL and UPS.

Please note that all personalized products are shipped exclusively with DHL from our production facilities.

Please ensure you have entered your tracking number correctly and with no spaces or punctuation. You may need to try using a different web browser if the issue persists.

All items in your order are shipped together. We do not split shipments.

Yes, you will receive a delivery confirmation with a tracking link once your order has been dispatched.

Yes, you can enter a different delivery address. Please note that the invoice and delivery address must be from the same country.

We currently do not offer express delivery.

Unfortunately, it is not possible to amend your order after it has been placed. Cancellations can be made by the return of your goods.

Unfortunately, it is not possible to amend your order after it has been placed. Cancellations can be made by the return of your goods.

Yes, we accept cancellations by the return of your goods.

Ravensburger supplies personalised products that are manufactured to customer specifications and that are tailored to your personal requirements. This means that there is no legal right to cancellation in respect of personalised my Ravensburger products, and also no right to return goods once delivered.

You can enter a voucher code in your basket.

Only one special offer voucher can be redeemed per order.

It is a common occurrence for automated emails of this nature to be misdirected by email filters. Please check the email by checking your Junk or Spam folder first.

Ireland: Please contact Consumer Services at [email protected]

Italy: Please contact Consumer Services at [email protected]

Spain: Please contact Consumer Services at [email protected]

Netherlands: Please contact Consumer Services at [email protected]

Belgium: Please contact Consumer Services at [email protected] or [email protected]

Sweden: Please contact Consumer Services at [email protected]

Poland: Please contact Consumer Services at [email protected]

You can return items within 14 days of receiving your order.

The 14-day period begins on the day you receive your package. To qualify for a return, the items must be unused, in their original condition, and include all packaging and tags.

Exception: Ravensburger supplies personalised products that are manufactured to customer specifications and tailored to your requirements. For these my Ravensburger products, there is no legal right of cancellation and no right to return once delivered.

Quick Answer:

Check the email containing your invoice and your return form. This return form itself contains the link you need to generate your free DHL return label. Fill in the form, use the link on it to print your DHL label, put the form in the parcel, attach the label to the outside, and drop it off at a DHL Post Office. Don’t forget to keep the proof of postage.

Step-by-Step:

1. Find the invoice email we sent you. Your return form is attached to this email (it is not physically included in the parcel).

2. Print the return form.

3. On the return form itself, you will find the link to generate your pre-paid DHL return label.

4. Follow that link to create and print your DHL label.

5. Now, fill out the printed return form with your item details and the reason code for the return.

6. Place the completed form inside your parcel before sealing it.

7. Stick the printed DHL label securely to the outside of your parcel (covering any old shipping labels).

8. Pack everything safely (ideally in the original packaging).

9. Take the parcel to a DHL Post Office and ask for a proof of postage.

10. For warranty, complaint, or replacement information, check the returns policy, which was also included in your invoice email.

Note: Please make sure the parcel is packed securely, as you are responsible for its safe delivery.

Return shipping is free of charge when you use the pre-paid DHL return label provided with your order documents.

The return address is already on your pre-paid DHL label. Just stick the label on your parcel and hand it in according to the return instructions.

Refunds are processed to the original payment method, usually within 14 days of receipt. You will receive an email to confirm the credit note.

We refund the full amount paid including delivery for the goods ordered. However, if you make a partial return, the delivery cost will not be refunded.

We do not currently offer exchanges. We recommend processing a return for a refund and placing a new order.

Unfortunately not. Due to the speed of processing, cancellations are handled by returning the goods after receipt.

For personalised my Ravensburger products, there is no legal right to cancellation or return (unless defective).

All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened.

The easiest way is to drop your old toy into the designated e-waste collection bins in your country — it’s always free of charge.

• Ireland: WEEE Ireland drop-off points
• Italy: collection centers under the RAEE scheme (Rifiuti di Apparecchiature Elettriche ed Elettroniche)
• Spain: bins marked RAEE (Residuos de Aparatos Eléctricos y Electrónicos)
• Netherlands: Wecycle bins
• Belgium: Recupel points
• Sweden: El-Kretsen bins and municipal recycling centers
• Poland: marked Elektrośmieci collection bins and municipal recycling points

If no collection bin is nearby, you can also return small electronic devices to electronics or toy retailers, in line with EU WEEE regulations.

⚠️ Don’t forget: please remove the batteries first and place them in the separate battery recycling container.

At checkout, scroll down to find the 'Voucher or Promotion Code' field. Paste your code where it says 'Insert/Enter Code' and click the +/Redeem icon to apply it.

We offer a 15% discount code for any consumers who sign up to receive our Newsletter. Please check the website for other promotional vouchers available throughout the year.

Any promotion and/or discount codes we offer may only be used once (where applicable) and may not be combined with other offers.

In general, vouchers and discount codes can be used on all items in our shop.

The only exception is books, where local regulations in some countries do not allow discounts. If books are available in your country, vouchers cannot be applied to them

No, codes have no cash value.

Please check that the code was entered correctly and that your order meets the terms of the offer (e.g., minimum spend). Your voucher code may only be valid for certain items, so please ensure you have added the correct products to your basket.

You can get a 15% discount code by subscribing to the Ravensburger Newsletter. Other promotions may also be available.

Unfortunately, we do not currently offer gift vouchers for our products.

The best way to submit a general complaint is by using the online Contact Us form or e-mail.

Purchased from our online shop? Please do not send the item back yet. Follow these steps:

1. First, please visit our FAQ page for troubleshooting advice.
2. If the issue continues, please get in touch with us via our Contact Form. Describe the problem (photos or videos are very helpful) and wait for instructions from our support team.
3. If our team confirms a return is necessary, you can send the item back for free. You will find the return form attached to your original invoice email. The link to generate your free DHL label is located on that form. If you purchased the item from a retail store, please contact the store directly.

We are very sorry to hear that your new puzzle or game is incomplete, and we want to make it right. To help us resolve the issue quickly, please use our Contact Form and provide the following information.

1. Information Required for All Cases:

Your 12-character Online Shop order number (as proof of purchase)

Your full postal address and phone number

2. Product-Specific Attachments:

Standard 2D Puzzles (fewer than 7,000 pieces): The article number and a photo of the completed puzzle showing where the piece is missing. Note: While we can't send single loose pieces, we will find a solution for you.

Large 2D Puzzles (7,000+ pieces): The article number, the polybag number of the missing bag, the coordinates of the missing pieces, and a photo of the affected area.

3D Puzzles: The article number and the missing part number(s) (or a photo from the instructions with the part highlighted).

Games / GraviTrax: The article number, plus a short description and photo of the missing or damaged part.

Custom Puzzles: For reprints (within 28 days) or vouchers (after 28 days for the original purchaser).

tiptoi®: The item's serial number and production code, and a short description with a photo or video of the issue.

BRIO®: The item's article number, and a short description with a photo of the issue.

For the fastest service, please provide the following information when you fill out our online Contact Form.
 

1. Information Required for All Cases:

Your 12-character Online Shop order number (as proof of purchase)

Your full postal address and phone number

2. Product-Specific Attachments:

Standard 2D Puzzles (fewer than 7,000 pieces): The article number and a photo of the completed puzzle showing where the piece is missing.

Large 2D Puzzles (7,000+ pieces): The article number, the polybag number of the missing bag, the coordinates of the missing pieces, and a photo of the affected area.

3D Puzzles: The article number and the missing part number(s) (or a photo from the instructions with the part highlighted).

Games / GraviTrax: The article number, plus a short description and photo of the missing or damaged part.

Custom Puzzles: For reprints (within 28 days) or vouchers (after 28 days for the original purchaser).

tiptoi®: The item's serial number and production code, and a short description with a photo or video of the issue.

BRIO®: The item's article number, and a short description with a photo of the issue.

Please follow these simple steps, and we will work to get the correct item to you as quickly as possible.

1. Check Your Invoice: Please begin by double-checking the invoice included in your package or your original order confirmation email to ensure the correct items were ordered.
2. Locate Your Order Number: You will need your order number to proceed. You can find this number on both your invoice and in the confirmation email.
3. Contact Us: Please fill out our online Contact Form with the following details:
   • Your order number
   • A brief description of the issue (e.g., the name of the item you ordered and the name of the item you mistakenly received).

Once we receive your message, our team will look into it immediately and get back to you with the next steps to resolve the issue. We sincerely apologize for the inconvenience.

• Ireland: The standard delivery fee for orders to Ireland is €6.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.
  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   
• Italy: The standard delivery fee for orders to Italy is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Spain: The standard delivery fee for orders to Spain is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €6.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Netherlands: The standard delivery fee for orders to the Netherlands is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.
   

• Belgium: The standard delivery fee for orders to Belgium is €4.90 for orders with a value below €40. We offer free delivery on standard orders of €40 or more. Please note, personalized products are an exception. They have a fixed shipping fee of €4.90 and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of €10.

• Sweden: The standard delivery fee for orders to Sweden is 49 kr for orders with a value below 440 kr. We offer free delivery on standard orders of 440 kr or more. Please note, personalized products are an exception. They have a fixed shipping fee of 49 kr and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 110 kr.

• Poland: The standard delivery fee for orders to Poland is 19 zł for orders with a value below 150 zł. We offer free delivery on standard orders of 150 zł or more. Please note, personalized products are an exception. They have a fixed shipping fee of 19 zł and are not eligible for free delivery promotions.

  If you are a Club Member, you receive free DHL delivery on all products from the minimum order value of 40 zł.

• Ireland: We offer free delivery on standard orders with a value of €40 or more.

  If you are a Club Member, you receive free DHL  delivery on standard products from the minimum order value of €10.

• Italy: We offer free delivery on standard orders with a value of €40 or more.

  If you are a Club Member, you receive free DHL delivery on standard products from the minimum order value of €10

• Spain: We offer free delivery on standard orders with a value of €40 or more.

  If you are a Club Member, you receive free DHL delivery on standard products from the minimum order value of €10.

• Netherlands: We offer free delivery on standard orders with a value of €40 or more.

  If you are a Club Member, you receive free DHL delivery on standard products from the minimum order value of €10.

• Belgium: We offer free delivery on standard orders with a value of €40 or more.

  If you are a Club Member, you receive free DHL delivery on standard products from the minimum order value of €10.

• Sweden: Free delivery starts from 440 kr. We offer free delivery on standard orders with a value of 440 kr or more.

  If you are a Club Member, you receive free DHL delivery on standard products from the minimum order value of 110 kr.

• Poland: Free delivery starts from 150 pln. We offer free DHL delivery on standard orders with a value of 150 zł or more.

  If you are a Club Member, you receive free delivery on standard products from the minimum order value of 40 zł.

• Ireland: The estimated delivery time for deliveries to Italy is between 3-5 business days.
• Italy: The estimated delivery time for deliveries to Italy is between 3-5 business days.
• Spain: The estimated delivery time for deliveries to Spain is between 3-5 business days.
• Netherlands: The estimated delivery time for deliveries to the Netherlands is between 3-5 business days.
• Belgium: The estimated delivery time for deliveries to Belgium is between 3-5 business days.
• Sweden: The estimated delivery time for deliveries to Sweden is between 3-5 business days.
• Poland: The estimated delivery time for deliveries to Poland is between 3-5 business days.

• Ireland: Orders from the Irish Ravensburger Online Shop can currently only be delivered within Ireland.
• Italy: Orders from the Italian Ravensburger Online Shop can currently only be delivered within Italy.
• Spain: Orders from the Spanish Ravensburger Online Shop can currently only be delivered within Spain.
• Netherlands: Orders from the Dutch Ravensburger Online Shop can currently only be delivered within the Netherlands.
• Belgium: Orders from the Belgian Ravensburger Online Shop can currently only be delivered within Belgium.
• Sweden: Orders from the Swedish Ravensburger Online Shop can currently only be delivered within Sweden.
• Poland: Orders from the Polish Ravensburger Online Shop can currently only be delivered within Poland.

No, the addresses for invoice and delivery must be in the same country.

• Ireland: We deliver in Ireland with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Italy: We deliver in Italy with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Spain: We deliver in Spain with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Netherlands: We deliver in the Netherlands with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Belgium: We deliver in Belgium with DHL Standard and UPS Standard. You can also choose pickup via DHL Packstation or DHL Post Office. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Sweden: We deliver in Sweden with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.
• Poland: We deliver in Poland with DHL Standard and UPS Standard. Please note that all personalized products are shipped exclusively with DHL from our production facilities.

Please contact customer service immediately, quoting your order number.

The Ravensburger Club is our exclusive bonus program where you collect loyalty points for every purchase in our Ravensburger online store. You can later convert these points into attractive discounts and rewards.

Simply create a Ravensburger customer account and automatically become a member of our club.

• Ireland: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of €10).
• Italy: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of €10).
• Spain: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of €10).
• Netherlands: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of €10).
• Belgium: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of €10).
• Sweden: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions. We also offer free DHL shipping (from a minimum order value of 110 kr).
• Poland: As a Club member, you can expect even more: exclusive club benefits such as special discounts or double points promotions.. We also offer free DHL shipping (from a minimum order value of 40 pln.

Yes. You don't have to pay for your membership in the Ravensburger Club.

• Ireland: You will be credited with 10 loyalty points for every €1 you spend.
• Italy: You will be credited with 10 loyalty points for every €1 you spend.
• Spain: You will be credited with 10 loyalty points for every €1 you spend.
• Netherlands: You will be credited with 10 loyalty points for every €1 you spend.
• Belgium: You will be credited with 10 loyalty points for every €1 you spend.
• Sweden: You will be credited with 10 loyalty points for every 11 kr you spend.
• Poland: You will be credited with 10 loyalty points for every 4 zł you spend.

Points are credited after the return period has passed (14days).

We also reward you with extra points for actions such as registering for the club or subscribing to our newsletter.

Yes - points are awarded on all purchases except books.

If your order includes both books and other items, you’ll earn points only for the non-book items. There are no other category exclusions.

• Ireland: 100 points are worth 1 €.
• Italy:100 points are worth 1 €.
• Spain: 100 points are worth 1 €.
• Netherlands: 100 points are worth 1 €.
• Belgium: 100 points are worth 1 €.
• Spain: 100 points are worth 1 €.
• Sweden: 100 points are worth 11 kr.
• Poland: 100 points are worth 4 zł.

You can redeem your collected points directly on your next order. Or you can keep collecting points until you have enough to unlock an exclusive offer.

Please note that it is not possible to combine special coupon codes with our loyalty points.

Loyalty points are not redeemable for cash.

You can view your current points balance at any time in your customer account under "My Loyalty Points Account".

If you return an item, we will deduct the points you earned for it from your loyalty points account. As a result, your account may have a negative balance.

No, the points do not expire. We will only delete your points after 4 years of inactivity on your customer account. Of course, we will notify you by email in advance.

No, loyalty points are personal and non-transferable.

Yes, you can leave the Club or delete your customer account at any time. If you leave the Club, your customer account will remain active.

tiptoi® is an interactive educational reader that allows children to explore the world in a fun and independent way. When the child points the reader at an image or text, they hear sounds, information, characters, or music. tiptoi® works with various media such as books, games, puzzles, and a globe. The tiptoi® reader is compatible with the entire tiptoi® collection!

tiptoi® is a made-up word created by combining the English words “to tip” and “toy”.

tiptoi® uses OID technology. The tip of the tiptoi® reader contains an optical sensor that reads invisible codes printed on tiptoi® materials and converts them into sound. These codes allow the reader to identify the exact spot being pointed at. The electronic system processes the information and plays the corresponding audio files—such as facts, songs, talking characters, and more.

You need a tiptoi® reader and a tiptoi® product—such as a book, game, puzzle, or globe. These can be purchased separately or as part of a Starter Set, which includes a reader along with a book or game.

The reader is powered by batteries (older models require 2 non-rechargeable AAA batteries (1.5V – LR03), which are not included).

After purchasing a tiptoi® product, you’ll need to download the corresponding audio file for free from our website or via the tiptoi® Manager app. (You’ll find more information in the user guide or in the “Questions about tiptoi® Manager” section.)

In Starter Sets, the reader is ready to use right away because the audio files are already preloaded.

All tiptoi® products are developed for children aged 2 to 10 years. The specific recommended age range for each tiptoi® product is indicated on the box, the book cover, or in the product description.

tiptoi® products are designed so that children can use the books, games, and puzzles independently, thanks to the clear instructions and information provided throughout the experience.
They will only need an adult’s help to download the audio files from the internet.

You can find tiptoi® products at your usual retail store, in toy and game specialty shops, and on our official website.

The books, games, puzzles, and the globe are just as durable as regular products. Frequent use and minor bends do not affect how the product works.

Discover the full range of tiptoi® products in our Onlineshop.

Yes, the reader works with all tiptoi® products that display the tiptoi® logo. You simply need to download the corresponding audio files for free via the tiptoi® Manager or from our website.

All readers—whether battery-powered or rechargeable—are compatible with both orange and white packaging tiptoi® products.

Note: The charging station and protective cases only work with the rechargeable tiptoi® reader.

Yes, your child can definitely play with tiptoi® while traveling by using headphones. You just need to get some regular headphones.

The volume of the pen is set according to current legislation.

However, with improvements made to the speaker in the battery-powered reader, the sound is now much richer. This means children can hear and understand it more clearly, enhancing their experience and immersion in the world of tiptoi® books and games.

The reader has a built-in battery. It is charged using the supplied cable, which can be connected to a PC, a USB power adapter, or the optional tiptoi® charging station (available as an accessory).

Only USB power adapters with the following specifications should be used for charging:

• Current: 500 mA – 1 A

• Voltage: 5 V / Protection class II

Please charge the reader at room temperature and avoid exposing it directly to sunlight or daylight. Also, do not place it on a radiator.

During charging, a red charging LED lights up under the cover below the power switch.

Once the battery is fully charged, the red charging LED turns off.

The battery charge status can be checked at any time by pressing the power button.

Battery-powered pen:
Check if the battery is charged.

Battery-operated pen (with replaceable batteries):
Make sure the batteries are inserted correctly in the compartment. Press and hold the power button for a few seconds to turn on the pen.

Old version:
Lift the small orange tab. Underneath, you’ll find a screw. Unscrew it by turning 90° to the left using a screwdriver. Hold the reader by the casing and gently press the tip of the reader onto a table to release the compartment.

New version:
To insert or change the batteries, press the release button or use a thin object (like the tip of a pencil) to press the release mechanism. Then, the orange upper casing of the reader can be removed: the easiest way is to hold the reader by the upper shell and press the tip of the pen against a firm surface while simultaneously pressing the release button with your other hand. This pushes the inner part of the reader upward, giving access to the battery compartment.

Yes, the reader has a 3.5 mm female jack socket where you can connect headphones or battery-powered speakers. Ravensburger recommends using headphones designed for children, with an adjustable maximum volume for safety.

No, not at all. You just need to hover the reader a few millimeters above the image. The optical sensor reads the invisible code this way (see “How does tiptoi® work?”). It’s recommended to move the reader away after pointing at the image to avoid picking up another code too soon, which could interrupt the previous audio.

Press and hold the power button for a few seconds. The button doesn’t respond to a quick press to prevent accidental shutdowns.

If your reader won’t turn off when pressing the power button, please remove the reader’s casing and press the reset button using a thin object. For any other issues, please contact our customer service.

Remove the batteries for about ten seconds, then reinsert them and restart the reader.

When using the reader for the first time, you need to initialize it in your language.

To do this:

1. Take the sheet included in the box labeled “First Use Guide”.

2. Point the reader at the center of the sheet.

3. You will hear the reader begin the activation process.

4. Wait patiently until the reader restarts on its own.

Important: If you're using the battery-operated version, do not remove the batteries during this process.

To begin playing, you first need to activate the tiptoi® product (book, game, or puzzle).

Point the reader at the green “Start” button:

• For books, it’s located at the bottom left of the first page.

• For games and puzzles, it’s usually found on the game board.

You need to download the corresponding audio file for your tiptoi® product.

To do this, go to the section for tiptoi® Manager—either on the official website or via the tiptoi® Manager app. There, you can download and transfer the correct audio file to your reader.

The installation file is included on the reader itself. Refer to the “tiptoi® Manager” section in the reader’s user guide (page 6) for instructions.

Alternatively, you can also download the installation file directly from the tiptoi® Manager webpage.

To run tiptoi® Manager, your computer must meet the following requirements:

• A PC or Mac with an Intel x86-compatible processor

• Operating system: Windows XP, Vista, Windows 7 or later, or macOS 10.6 or later

• USB 2.0 port

• Minimum screen resolution: 800 x 600 pixels

• At least 1 GB of free hard disk space

• At least 1 GB of RAM

• Internet connection (ADSL recommended)

If your computer doesn’t fully meet these requirements, you can still download audio files manually, as long as you have an internet connection and a USB port.

Internet connection error?
This may be caused by:

• Blocked internet connection (e.g. due to a firewall). If you're using a firewall, check that tiptoi® Manager is allowed access to the internet in the firewall settings.

• Proxy servers are not supported by tiptoi® Manager.

Do you have the latest version of tiptoi® Manager?
If not, uninstall the current version and install the latest version from the tiptoi® Manager page on our website.

The audio files and the tiptoi® Manager application are completely free of charge. Your regular internet access fees remain unchanged.

Firmware is the operating software that runs in the background on the tiptoi® reader. It enables the reader to function properly.

We are constantly working to improve our products. Therefore, new versions of the audio files, firmware, or tiptoi® Manager software may be made available to you.

If you receive a notification about an update, we recommend downloading it. However, it is not necessary to actively watch for new versions.

New firmware versions are automatically updated when you download audio files to the reader via the tiptoi® Manager app.

You can also check for a new firmware version by clicking the “Info” tab in the tiptoi® Manager menu. The reader will then notify you if a firmware update is available.

Improved versions of tiptoi® Manager are automatically offered to you when you start the application.

tiptoi® Manager needs a short moment at startup to detect the reader. The app also performs a check of the audio files on the reader. Please be patient and wait a little.

Please check your internet connection. You may need to adjust your firewall settings to allow tiptoi® Manager access to the internet.

On some systems, the tiptoi® reader automatically disconnects after a prolonged period of inactivity. On macOS, this can even cause an error message. Don’t worry: simply disconnect the reader briefly, then reconnect it, and everything will work perfectly.

The tiptoi® charging station is an optional accessory for the 4th generation tiptoi® reader.

• First, connect the charging station to a power outlet using the supplied cable and power adapter.

• The station automatically downloads the necessary audio files for books and games via Wi-Fi. This needs to be set up beforehand (see below).

• To download audio files, press the “start” symbol on the tiptoi® product, then place the reader into the charging station. The download begins and ends when the green circle on the indicator light is fully closed.

• Additionally, the reader’s battery charges automatically when the pen is placed in the station.

The charging station can download audio files and updates directly from the internet to the tiptoi® reader. To set this up:

1. Turn on the tiptoi® reader and place it in the charging station.

2. Quickly press the Wi-Fi button on the station twice; it should light up orange.

3. Using a smartphone, tablet, or computer, search for a Wi-Fi network starting with “tiptoi_” and connect to it. Check “Connect automatically.”

4. Open a browser and enter 192.168.1.1 in the address bar.

5. Follow the instructions on the page, select your home Wi-Fi network, and enter its password.

6. If the connection is successful, the Wi-Fi button lights up green; if not, it turns red. Repeat the process if necessary.

7. The charging station can save login details for up to five Wi-Fi networks.

• Double-check the Wi-Fi password you entered.

• If the station connects to the router but not to the internet, check the router’s admin interface to ensure internet access is allowed for the charging station.

• If your router uses MAC address filtering, grant the charging station permission to access the internet.

• The station requires a 2.4 GHz Wi-Fi frequency; ensure this is enabled on your router.

• Before connecting, make sure your device is connected only to the charging station’s Wi-Fi network, not another wired or wireless network.

• If connecting with a smartphone, you might see a system message like: “This Wi-Fi network has no internet access. Do you want to connect anyway or use mobile data?” Select “Connect anyway.”

• Make sure the reader’s case is properly snapped in.

• Check that the tip of the reader is intact.

• Verify that the magnetic connectors are properly engaged.

• Ensure there are no foreign objects at the bottom of the charging station.

Database update:
If the top-right ring segment of the Wi-Fi button’s light briefly flashes green and then goes off, it means the station updated its database but is not currently downloading audio files.

The Wi-Fi button and the indicator ring on the charging station inform you about the connection status or the progress of the download. Here is an overview of the light signals:

• The ring lights up briefly twice in green: the charging station has been powered on.

• The ring lights up briefly once in green: the reader is connected to the charging station.

• The button lights up orange: installation mode (initial setup).

• The button blinks orange: connection established.

• The button lights up green: active Wi-Fi connection.

• The button lights up red: no internet connection.

• The button blinks twice in red: the charging station has been reset.

• The circular segment blinks green: data is being downloaded. (Each ring segment represents 25% of the total data to be downloaded.)

• A ring segment lights up continuously green: this part has already been downloaded. (For example: the first segment of the ring (top right) is steadily green, the second segment (bottom right) is blinking -> download progress is between 25% and 50%.)

• Blinking sequence (continuous rotation): one ring segment red, other segments briefly green one after the other: data transmission to the reader is impossible (e.g., because the memory is full).

• The first ring segment lights up red: the connection is interrupted.

It may occur, that the travel battery train does not drive even if the correct battery is used and inserted and the battery compartment is properly closed. Please check to see whether the battery compartment has been screwed too tightly shut. Loosen the screw of the compartment a bit and the travel battery train should run again.

• This train can be operated with a user-friendly IR remote control. This includes two speeds forward and one in reverse, along with two buttons for light and signal effects. By using the A and B frequencies, you can even run two IR trains at the same time.
• Please note: the frequencies may get mixed up, which will then prevent the train from running. Make sure that the frequency of the vehicle is identical with that of the remote control. This means that if you set frequency A on the remote control, you must also have the corresponding frequency A set on your train.

• This product joins BRIO quality and modern technology. With an app for a free download, the locomotive can be controlled from a tablet or smartphone.
• Please note: the locomotive can be battery-operated without the app. By pressing the button on the roof of the vehicle, the locomotive can be driven forward as well as put into reverse
• The app is free of charge and can be downloaded for an unlimited period of time. A mobile end device with Bluetooth is required to control the product using the app.
• Possible devices:
  • iOS iOS 8.3 or newer
  • Android Android 4.3 or newer
• Please note:
  • Make sure that your tablet or smartphone supports this app
  • How well you are able to control the locomotive using the app depends on the distance between the locomotive and the mobile end device. You have a Bluetooth connection as long as the green control lamp is lit.
  • After about 5 minutes of inactivity, the connection between the app and the locomotive will be interrupted. In order to start the game again, just press the buttons on the top of the locomotive
• First steps with the BRIO app-controlled locomotive
• • Insert 2 x 1.5 volt AA batteries in the locomotive
  • Download the free app BRIO APP ENABELD ENGINE from the app store or Google Play
  • Open the app
  • Switch the device’s Bluetooth function on and connect it to the locomotive
  • Activate the switch on the underside of the locomotive to ON
  • Once the app has been connected to the locomotive, the green control lamp in the app will be lit
  • Control panel in the app
• Support for the occurrence of connectivity problems between the app and the locomotive
  • Switch the button on the underside of the locomotive to off
  • Close the app
  • Switch the button on the underside of the locomotive back on and open the app on the device to reconnect
  • If the locomotive still doesn’t respond, check the battery and change it when necessary
  •  
  • If you still have problems, please use our contact details to get in touch.

• It may occur that a locomotive still makes sounds but no longer drives. Or in the opposite case, the locomotive still drives but no longer makes any sounds.
• You’ll find some tips here, about how you can quickly solve the problem yourself:
  • We exclusively recommend the use of alkaline batteries for our battery-operated BRIO products, since many other batteries or rechargeable batteries have a power level and voltage that is incompatible
  • The AAA alkaline batteries have, for example, a voltage of 1.5 volts, while many rechargeable AAA batteries only have 1.3 volts. Due to this lack of voltage, the product may experience limited functionality (train does not drive/doesn’t produce sounds)
  • Besides, rechargeable batteries must be charged more often and may negatively impact the service life of the BRIO products
  • Normal alkaline batteries in permanent operation should last about 8-10 hours if playing time
  • If you still continue to have problems, please use our contact details to get in touch.

You will find manuals and instructions on the relevant product web page. For older products that are not on the page we do no longer carry instructions and manuals.

You’ll find more information about our products on this website, or by contacting a local store that sells BRIO products.

Toys have very strict safety standards to live up to. As a result, we do not offer any spare parts that could potentially jeopardize the safety of our products. However, potential claims will be handled by the retailer or distributor, so please start by contacting the store where the item was purchased.

The cleaning of any toy should always be managed by an adult. Depending on the material of the toy, we advise different cleaning methods. After cleaning a toy, inspect each part of the toy and replace if any abnormalities are found.

• Toys made from our natural FSC® - wood can deform and even crack if exposed to too much water, high humidity or high temperatures.
• As such, we advise that to clean wooden surfaces, simply wipe them with a lint-free environmentally friendly cloth. Avoid washing with water or using the dishwasher as heat and humidity could break down the material.
• Wooden unpainted tracks can be cleaned by lightly sanding to take away any dirty marks. Use a fine sand paper (>= 120 corn) and lightly sand each mark visible on the track until removed. Then wipe the tracks with a dry, lint-free environmentally friendly cloth.
• Individually inspect each track for damage or cracking and replace any that have signs of damage.

• Always avoid using the dishwasher here as the heat and humidity could take away the printing and break down other materials.
• First, try wiping clean the plastic surfaces using a dry, lint-free environmentally friendly cloth. Toothpicks are a good way to get into tight crevices.
• If necessary, you can dip the cloth in warm 35°-40°C water (be careful not to burn yourself) with an environmentally friendly mild soap. Allow the plastic to air-dry at room temperature.

We recommend only wiping clean painted or printed surfaces using a dry, lint-free environmentally friendly cloth.

We recommend only wiping clean metal surfaces using a dry, lint-free environmentally friendly cloth.

• Always avoid using the dishwasher as heat and humidity could break down the material.
• First, try wiping clean the plastic surfaces using a dry, lint-free environmentally friendly cloth. Toothpicks can be used to get into tight crevices
• If necessary, you can dip the cloth in warm to hot 45°-50°C water (be careful not to burn yourself) with an environmentally friendly mild soap. Allow the rubber to air-dry at room temperature.

• These products are not water-resistant and should never be washed with water.
• Try wiping clean the plastic surfaces using with a dry, lint-free environmentally friendly cloth. Toothpicks can be used to get into tight crevices.
• Keep in mind:
  • Remove batteries when not in use.
  • Always check that the battery cover is securely fastened before play.
  • Sharp objects will damage sensors (E.g. colour readers).These products are not
    designed for disassembly.
  • Triangular screw heads are not to be opened.
  • The plastic surfaces can fade over the years due to ageing, so try to avoid strong
    sunlight as much as possible.

• Use a tweezer or toothpick to remove hair, fuzz, fur and any other things that may have wrapped around the axel or wheel.
• Tires/wheels and axles should rotate freely after removing the blockages.

• Always follow the washing instructions that came with the toy:
• Usually, wash warm at 30-40 C° in a gentle/delicate cycle without using bleach, dry cleaning, ironing or tumble drying.
• Fabrics on our doll prams can be wiped clean using a lint-free environmentally friendly cloth.

Our materials haven’t changed much since we started making toys. As a product category, toys have the toughest safety standards and regulations to live up to, making both our old and new products safe for your child to play with. The first EU-regulations came in 1988.

Our wooden toys are mostly made of beech, which is an ideal material since it’s highly durable and difficult to break. Beech is also very common in Europe, it’s not endangered and replanting it has been mandatory since the early 1900s, which is important to us. All wooden BRIO toys are FSC® Certified (lic. no. FSC-C111262).

Our products are produced in China and the Czech Republic. In the beginning of 2000, we started moving our production to China. We took our time to ensure the production methods could live up to the same standards as in Sweden. Some of the machines we use today originate from Sweden, and our Chinese employees work under the same safe conditions as they would in Sweden. We don’t own any factories ourselves, but cooperate with a few carefully selected suppliers.

• Nothing is more important to us than safety. We know that children sometimes play with toys in other ways than expected, and that’s why we test our products thoroughly. The toys we sell must comply with all safety standards, and sometimes we test them against impending standards too. We set very strict safety requirements, and in many cases our own testing is tougher than the legal requirements.
• As a product category, toys have the toughest safety standards and regulations to live up to, and that’s something we’re happy about.

Please find the Declaration of Conforminty on our product sites.

We use waterborne paint and solventborne polyurethane-colours. All colours are tested against applicable standards, EN71-3 + phthalates and azo dyes. They also meet Reach requirements regarding SVHC-substances.

The paint we use has been tested in production prior to use, and is also tested on the actual product according to current standards.  For toys, this primarily means EN71-3, Reach requirements and azo dyes. We also perform “saliva testing”, meaning we test the product in a way that simulates how a child would use the product in his/her mouth. The paint we use is safe for babies to suck and bite on.

No, none of the paint we use contains lead.

No, neither our toys nor our packaging contain PVC.

Our toys always comply with all applicable safety standards and do not contain any phthalates listed as harmful. All products undergo a significant amount of testing before being entering the market.

We do not use any impregnating agents on our toys.

No, all our toys are safe to use for children. Parents can let their children play with BRIO toys without any concern knowing that safety is our number one priority.

At BRIO we are well aware that we have a special responsibility because we make toys for children. We perform several thousand tests each year on our various toy products to ensure that they meet legal standards and are safe to use. We test paint, wood, metal parts, etc. and we test materials before use as well as the actual assembled toy itself. If any substance is found in this comparison process, we receive an alert and can take action before production.

We have initiated a sustainability program involving environmental aspects. This showed that the transportation and the production of our products have the biggest environmental impact. We measure our environmental impact by creating a CO2 report that includes our operations, including our suppliers’ use of energy, transportation, waste and outlets from production.