Playmobil® Northern Europe - Denmark

Products

• On what scale Playmobil is made?

  Our basic figure is made on a scale of 1:25, it measures 7,2 cm. As a reference we’ve taken an adult of 1m80. All other Playmobil elements (buildings, equipment, etc.) are made to match our figures, however to facilitate the game this scale is not always respected. If this scale was respected for all parts, than some of them would be too small to handle (e.g. a guinea pig). Others would be too big (e.g. a building crane).

• Where can I introduce the secret code from the fairies collector bags 5440, 5441, 5442 and 5443?

  In the section ‘Fun’ from our Danish online shop, please click on the game page of ‘Unicorns in Fairyland’, and then click on ‘Online game’. Now choose your favorite unicorn. By feeding and grooming him, you will get access to a higher game level. Please click on the arrow at the top left or right of your screen, and then on the image of the collector bag, to use the secret code.

• Are the railway tracks from the older trains 4016, 4017, 4010, 4011 and 4085 compatible with the tracks from the new RC Freight train 5258?

  The railway tracks from trains 4016, 4017, 4010, 4011 and 4085 are indeed compatible with those from our new freight train 5258. You can extend your existing rail network with more tracks, which you can order through our online shop www.playmobil.com (Denmark) Direct Service Train.

• Can we conduct the RC freight train 5258 at the same time as the older trains 4016, 4017, 4010, 4011 and 4085?

  The RC-controlled trains 4016, 4017, 4010, 4011 and 4085 don’t interfere with the RC freight train 5258, as the latter one runs on a different frequency (2,4 GHz).

• Can we conduct more than one RC freight train 5258 simultaneously?

  To be able to conduct different RC freight trains 5258 simultaneously, each train has to be synchronized with its remote control. In total there are 16 different frequencies available on which 16 different trains can be synchronized. When replacing batteries, keep in mind that each train has to be resynchronized with its remote control.

• Does the floor extension 7483 also contain a staircase?

  This reference consists of an additional floor as well as a staircase; you don’t need to buy a staircase separately.

• What is the range of my infrared controlled cars 5151, 5153 and 5156?

  In ideal circumstances, in which the IR signal isn’t disturbed by a light source, the range is about 3m. Bright sunlight or artificial light can affect the signal strongly, it brings back the range down to about 1m (compare it with a TV remote).

• How can I add the Clothing Boutique-5486 to the Shopping Mall-5485?

  The shopping mall can be extended in two different ways with the clothing boutique. You can simply place the boutique next to the shopping mall, and thus create an extra retail space. Or you can split the boutique, following the instructions on the assembly instructions, and create an extra floor space to the 1st and ground floor. If you use the first way of expanding, there are no residual parts. However if you use the second method, a few parts will be left over that can’t be used in this setup.

• Can I expand the Shopping Mall-5485 simultaneously with the Clothing Boutique-5486 and the Extension-6333?

  You can indeed expand the shopping mall at the same time with the Clothing Boutique-5486 and the Extension-6333(from our Direct Service range). You can place them to the left as well as to the right of the shopping mall.

• Can all Playmobil vessels be upgraded with the RC Underwater Motor-5536?

  The RC Underwater Motor-5536 doesn’t fit on all Playmobil boats. You will find an overview of recent vessels that can be combined with the RC underwater motor, on following microsite: rc-motor.playmobil.com. You can even download the manual here.

• Can we play with several boats, equipped with the RC Underwater Motor, simultaneously?

  To make it possible to sail with several boats, you have to synchronize each underwater motor with its remote control. This allows you to organize a regatta with your friends. Please see the manual on page 8 for instructions.

• For which PLAYMOBIL buildings do you provide light fittings?

  Please find below an overview of the buildings for which we provide light fittings, and the corresponding lighting sets Suburban House 4279 – To provide the Suburban House 4279 with lighting, you need to start with the Lighting Set 1-7390, which contains the battery case and various types of light fittings. If you expanded the Suburban House with one of our extension, you need an extra add-on Light Kit 2-7391 to illuminate the whole house (not available anymore since 2016). Grande Mansion 5302 – Lighting Set 7484 is specially designed to illuminate the Grand Mansion. Please keep in mind that you need one Lighting Set 7484 per floor. Deluxe Dollhouse 5303 – You can provide the dollhouse with lighting by using one Lighting Set 6456 per floor. Modern Luxury Mansion 5574 – By using the additional set 6354, your mansion will be illuminated. Furnished Children’s Hospital 6657 – The operating room can be completed with our surgical light 6446.

• Can I combine the Hawk Knight’s Castle-6001 with the Royal Lion Knight’s Castle-6000?

  You can certainly merge Castle-6001 with Castle-6000, by using the Wall Connection Set 6372. You can purchase this Wall Connection Set 6372 on our online shop www.playmobil.com (Denmark).

• Can I expand the Modern Luxury Mansion-5574 simultaneously with the Guest Suite-5586 and the Extension for Modern Luxury Mansion-6389?

  You can indeed simultaneously expand the Modern Luxury Mansion with the Guest Suite-5586 and Extension-6389 (from our Direct Service range). By increasing the surface area, you will be able to install the Fitness Room-5578 in your Modern Luxury Mansion.

• Can I expand the Sunshine Preschool-5567 simultaneously with the Playgroup-5570 and the Extension gym-6386?

  You can indeed simultaneously expand the preschool with Playgroup-5570 and Extension gym-6386 (from our Direct Service range). In doing so, you create a larger Preschool where more activities can be organized for the children.

• Where can I buy the extension for the Modern Luxury Mansion-5574, which you see at the top right of the stairs?

  The construction which forms the carport is actually a part of the Guest Suite-5586. You can just attach the Guest Suite-5586 to the ground floor of the mansion, or you can split the guest suite according to the construction plan. You will then obtain an extra room on the 1st floor which forms the carport. The 2nd part can be placed next to the living room to obtain a larger living space. More information about this can be found on pages 24 to 27 of the building instruction of the Modern Luxury Mansion-5574.

• Can I wash my PLAYMOBIL?

  We recommend that you clean or wash your PLAYMOBIL plastic parts only by hand with lukewarm water and a mild detergent. Rinse well with clear water and leave to air-dry. Please don’t put the toys in the dishwasher or washing machine and please don’t dry them in the microwave or oven. Plastic parts with stickers should only be cleaned with a damp cloth. Please clean your fabric parts only with a dry cloth. Electrical parts (electric devises, motors, battery cases, cables) can only be whipped clean with a dry cloth.

• My PLAYMOBIL parts are discolored, how is this possible?

  It can happen that PLAYMOBIL parts become discolored; this can be caused by inappropriate storage. Exposure to UV light can alter the color, for example white parts can take on a yellowish shine. Once the parts are discolored, there are no means to get the original color back.

• Why do we change regularly our range of products?

  PLAYMOBIL tries continually to provide a various range of themes, some of whom are really innovating. In order to do so we add new sets to our assortment, others are discontinued. In doing so, we try to satisfy all PLAYMOBIL fans.

• Where can I find the big PLAYMOBIL figures?

  During PLAYMOBIL events and in-store events, big almost- life- size dolls are displayed. These dolls and animals are made exclusively to use during events and are not for sale.

• How do I know if my vehicle can be upgraded with the radio control module?

  On the boxes and in the catalogue it is indicated when a vehicle can be upgraded with the radio controlled module. On the following microsite you can find all recent vehicles that can be upgraded with the RC-module, you can even view the building instructions: www.rc-modul.playmobil.com

• I don’t really understand how the vehicles and aircrafts from Future Planet theme work, can you help?

  These vehicles and aircrafts are an entirely new concept in the PLAYMOBIL assortment; therefore we created a microsite with technical information. Maybe this can help you. http://download.playmobil.com/FunAction/Microsites/Tech

• Can I play with more than one train at the same time?

  Our trains are equipped with quartz modules, these modules define the frequency on which the transmitter and train are tuned. We have quartz modules in different colors (red, brown, yellow, orange, green), each color matches a frequency. Each transmitter and corresponding train is equipped with a quartz module in the same color.If you want to play with different trains simultaneously, then each set requires a module from a different color. You can exchange your quartz module against a module from another color. Please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site

• Can I drive several vehicles equipped with the Remote Control 3670, 4320 or 4865 at the same time?

  Our Remote Controls 3670, 4320 and 4865 are equipped with a quartz-module; this module defines the frequency on which the transmitter and motor are tuned. We have quartz-modules in different colors (red, brown, yellow, orange, green), each color matches a frequency. The remote control sets are standard-equipped with a yellow quartz module. If you want to play with different vehicles simultaneously, then each set requires a quartz-module from a different color. You can exchange your quartz-module against a module from another color. Please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site about this.

• Can I play with more than one infrared car from Future Planet theme, at the same time?

  To operate several IR cars at the same time, each of them must be synchronized with a different remote control channel. You find more details in the instruction manual of your car.

• For which Playmobil buildings do you provide light fittings?

  We created add-on lighting sets for some of our buildings, not for all of them. To provide the Suburban House 4279 with lighting, you need to start with the Lighting Set 1-7390, which contains the battery case and various types of light fittings. If you expanded the Suburban House with one of our extensions (7387, 7388, 7389), you need an extra add-on (Light Kit 2-7391) to illuminate the whole house. Lighting Set 7484 is specially designed for the Grande Mansion 5302. Please keep in mind that you need one Lighting Set-7484 per floor. The Modern Luxury Mansion 5574 can be illuminated with Lighting Set 6354.

• Can I combine the Hawk Knight’s Castle-6001 with the Royal Lion Knight’s Castle-6000?

  You can certainly merge Castle-6001 with Castle-6000, by using the Wall Connection Set 6372. You can purchase this Wall Connection Set 6372 on our online shop www.playmobil.com (Denmark).

• Can I expand the Modern Luxury Mansion-5574 simultaneously with the Guest Suite-5586 and the Extension for Modern Luxury Mansion-6389?

  You can indeed simultaneously expand the Modern Luxury Mansion with the Guest Suite-5586 and Extension-6389 (from our Direct Service range). By increasing the surface area, you will be able to install the Fitness Room-5578 in your Modern Luxury Mansion.

• Can I expand the Sunshine Preschool-5567 simultaneously with the Playgroup-5570 and the Extension gym-6386?

  You can indeed simultaneously expand the preschool with Playgroup-5570 and Extension gym-6386 (from our Direct Service range). In doing so, you create a larger Preschool where more activities can be organized for the children.

• Where can I buy the extension for the Modern Luxury Mansion-5574, which you see at the top right of the stairs?

  The construction which forms the carport is actually a part of the Guest Suite-5586. You can just attach the Guest Suite-5586 to the ground floor of the mansion, or you can split the guest suite according to the construction plan. You will then obtain an extra room on the 1st floor which forms the carport. The 2nd part can be placed next to the living room to obtain a larger living space. More information about this can be found on pages 24 to 27 of the building instruction of the Modern Luxury Mansion-5574.

• Does the floor extension 6453 (Deluxe Dollhouse 5303) also contain a staircase?

  If you are looking to expand the mansion with the additional floor 6453, please do not forget to order an additional spiral staircase 6455.

• Can the Deluxe Dollhouse 5303 be expanded by using only Extension C-6454?

  Extension C can only be used if you have already expanded the dollhouse with extensions A-6452 and B-6453.

• Are the main characters of the Super 4-series on sale separately?

  The four heroes of the Super 4 series are only sold in a set which represents also their universe. With Super 4 we are under contractual obligation with the holder of rights of Super 4 and can therefor not offer the dolls separately.

• Can I drive several vehicles equipped with the Remote Control 6914, at the same time?

  To drive several vehicles at the same time, it is imperative to pair each motor with its remote control (see p. 5 of the manual).This allows you to organize a street race with your friends.

• Can I pilot vehicles equipped with RC 6914 simultaneously with vehicles equipped with the older remote controls 3670, 4320 or 4865?

  The new Remote Control-6914 runs on a different frequency than the older versions RC 3670, 4320 or 4865, thereby the systems do not interfere if they are running simultaneously.

Playmobil

• How to contact us?

  Our team from PLAYMOBIL will be happy to help you. You can submit them your questions through ‘Contact’ on the homepage of your Danish Playmobil website. If you want to order spare parts or if you have questions regarding an order or our assortment, please address your enquiry to Service Department/Customer Service. For questions, remarks or suggestions regarding our internet pages or in case of hardware or software problems in connection with the PLAYMOBIL Online Shop please address your enquiry to Webmaster/Internet Presentation. If you require press information or if you have questions or ideas regarding our PLAYMOBIL assortment, please address your enquiry to PR Department/Press.

• From which age on can my child play with Playmobil?

  Every box specifies the target age group for which it’s destined. Based on certain criteria (presence of small parts, handling,...) our development team determines whether a toy is suitable for a particular age group or not. A toy that is too difficult to handle for a 2/3-year old, can only muster up frustration. Of course the progression of each child is different, that’s why you have to make out yourself whether a toy is suitable for your child or not.

• Which themes are coming up soon?

  In spring, at the Toy Fair in Nürnberg (Germany), the new themes for the coming year are presented. During this occasion we also present our new catalogue. In fall we publish a second catalogue full of nice things.

Subscribe/Unsubscribe

• How can I order a catalogue?

  Twice a year PLAYMOBIL edits a new catalogue with a variety of themes. You can order your copy through ‘Contact’ on the homepage of your Danish website.

• How do I subscribe to the PLAYMOBIL newsletter?

  When you register for the first time, you’re asked to indicate if you want to receive the newsletter through email. If you forgot to do so, you can always subscribe afterwards. Please go to the homepage of your Danish website and click on ‘Subscribe to the PLAYMOBIL Newsletter’.

• How do I unsubscribe to the PLAYMOBIL newsletter?

  At the bottom of each Newsletter that you receive, you find an unsubscribe-button.This gives you the possibility to unsubscribe at any moment.

Service Department

• The Building Crane 3262/4080 is not working. What can be the cause of this?

  It may be that the different parts of the crane are not firmly connected. May we advise you to firmly press the jib into the crane tower, and the crane tower into the base. If the problem isn’t resolved with these recommendations, please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site.

• My RC-car is moving backwards instead of forward, and to the left instead of the right. What can be the cause of this?

  Perhaps the reversing switch n° 6 or 7 is not set correctly. Please use the two small switches on the top of the transmitter, to align the RC-car. You can also consult the building instruction about this.

• The RC-module 4856 doesn’t stay put in my police car 5528. What can I do?

  The yellow pins on top of the engine should be firmly pressed onto the bottom of the chassis. This way the engine is correctly secured and the police car can shoot in action.

• Is the storage battery pack for the older trains 4016, 4017, 4010, 4011 and 4085 still available?

  This battery and charger are no longer available; they have been replaced by the Battery Case-7829. This battery case is an empty shell which has the shape of the storage battery pack, in which you must put 4 AA batteries 1,5 V(not included). You can order the Battery Case-7829 through our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site.

• The walls of castle 4866 don’t seem to fit, do I do something wrong?

  Usually the problem lies within an error during construction. Maybe the following information can be useful: The square tower has along each side 2x three holes used for connecting the walls. The walls should be clicked into the 3 front holes at the right and the left of the tower, to form a sturdy rampart. If the walls are clicked in the rear holes, the walls will constantly snap open.

• Why does my infrared driven car drives along in fits and starts?

  These IR-cars are unmanned robotic vehicles, which are steered from a distance by the inhabitants of ‘Futur Planet’. This ‘jerky’ driving is not a sign of a shortcoming; it is so intended by our design department. This behavior emphasizes the futuristic character of our IR-cars.

• Overload protection of the steering mechanism in IR-cars 5151, 5153 and 5156.

  To improve the lifetime of the vehicle, the IR-car has an overload protection. This is a built-in mechanism that protects the steering mechanism. When the overload protection is enabled, the axle moves loosely back and forth, and the vehicle can no longer be steered. To raise the protection please move the front axle until it clicks.

• The reactors of my Turbojet 5150 are no longer in their initial position (perpendicular), and make a rattling/crackling sound when moved. Is something broken?

  There’s a toothed shaft in the Turbojet, on which the reactors are connected, this shaft allows the 4 reactors to move simultaneously and in-parallel. When you manually change the position of one pair of reactors, the other 2 aren’t parallel anymore. You can without a problem turn the reactors back in their starting position (perpendicular). In doing so you hear a rattling/cracking noise, this is in no way a sign of a shortcoming. The gears of the reactors move over the teeth of the toothed shaft until it clicks back in their initial position (perpendicular).

• I’ve got problems using my RC Underwater Motor-5536, can you help me please?
  Maybe the following information can be useful:
  
  • Starting the game:
  • Please attach the battery case with the batteries underneath the underwater motor.
  • Place the remote control with its indent 6 (see manual) perpendicular on the underwater motor.
  • Keep button 2 pressed until LED-lights 3, 4 and 5(see manual) lit up, this may take a couple of seconds. LED 3 and 4 light up green, LED 5 stays red.
  • Sync the remote control with the underwater motor, by pressing the sync button 7 (see manual) for a few seconds until LED 5 remains green.
  • You can now install the motor underneath the ship.
  • Ending the game:
  • Switch off the remote control and disconnect the battery case from the motor, in order to interrupt the power supply. In doing so, you avoid draining the batteries needlessly.
  • For further instructions please consult the manual.
• Guarantee on PLAYMOBIL.

  PLAYMOBIL attaches great importance to the design, quality, safety and presentation of its products. This quest for quality and safety starts at the conception and development. Our products correspond to the European and American toy safety standards and are tested at all stages of production by LGA’s laboratories. However, it is possible that signs of wear appear. We can’t guarantee absolute durability because external factors (use, storage) influence the durability.All are products are covered by a guarantee period of 2 years from the date of purchase or delivery.The guarantee covers the replacement or the repair, free of charge. Please see our General Terms and Conditions for full details of guarantee policy.

• How to obtain missing pieces for my new PLAYMOBIL set?

  First of all please accept our apologies for your incomplete purchase. At the end of each packing line the boxes are weighed to ensure that boxes which have even a minimal weight difference from norm weight, are sorted out. However in the rare event that a part is missing, you can contact our Service Department. You can submit them your request through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. Your complaints must reach us within 10 days after purchase, it must be accompanied by a clear written specification of the complaint and a copy of the purchase invoice/receipt. Please see our Returns, Refunds and Replacements for full details of guarantee policy.

• How to replace a broken or faulty part in a new PLAYMOBIL set?

  First of all please accept our apologies for the broken or faulty part in your new purchase. Playmobil tries to ensure that only products of the best quality reach the customer. In the rare event that you received a broken or faulty part, please contact our Service Department. You can submit them your request through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. Your complaints must be accompanied by a clear written specification of the complaint and a copy of the purchase invoice/receipt. Please see our Returns, Refunds and Replacements for full details of guarantee policy.

• I lost a part; can I buy a new one?

  With the PLAYMOBIL Online Spare Parts Service, you can easily order spare parts. Just select the required spare parts on the product page within the PLAYMOBIL® Online Shop and put them in your Shopping Cart. Or search for spare parts with our Spare Parts Finder, using the 8 digit parts number which can be found within the assembly sheet. PLAYMOBIL can deliver spare parts of sets that are not older than 4-5 years. Maybe spare parts for older sets can still be delivered; it all depends on the stock. For more information on this subject please contact our Service Department through ‘Contact’ on the homepage.

• Can I glue broken parts? Which glue can I use?

  Our toys are designed accordingly to our well known assembly concept. The play value of Playmobil is largely based on the ability to build and undo the constructions. For this reason and also because children can be in touch with glue, we do not recommend gluing our toys. Also for these reasons we can’t give you any advice on which glue to use. Did you know that PLAYMOBIL gives a guarantee of 2 years, during this period you can ask a replacement part through our Service Department (please submit your proof of purchase). You can submit them your request through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. Please see our Returns, Refunds and Replacements for full details of guarantee policy.

• My remote control doesn’t react anymore, what to do now?

  Playmobil tries to ensure that only products of the best quality reach the customer. In the rare event that your remote control doesn’t react anymore, please check the following steps:

  • Open the battery case and remove batteries, check if the metal contacts are clean. If these contacts are covered by a powder or if they’re matte, please clean them using a dry cloth or sanding paper.
  • Check if the batteries in the motor and the transmitter are sufficiently charged, if not please replace or charge them if the batteries are rechargeable.Please ensure correct polarity (+/-) when inserting your batteries.
  • Our RC Module set is equipped with a quartz module; this module defines the frequency on which the transmitter and motor are tuned. We have quartz modules in different colors, each color matches a frequency. Please ensure that your motor and transmitter are equipped with quartz modules of the same color (frequency).
  • Please check plug connections and wiring to ensure that everything is correctly fitted.

  If all this doesn’t help please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. Please see our Returns, Refunds and Replacements for full details of guarantee policy.

• My infrared remote control doesn’t react anymore, what to do now?

  Playmobil tries to ensure that only products of the best quality reach the customer. In the rare event that your infrared remote control doesn’t react anymore, please check the following steps:

  • Open the battery case and remove batteries, check if the metal contacts are clean. If these contacts are covered by a powder or if they’re matte, please clean them using a dry cloth or sanding paper.
  • ? Check if the batteries in the motor and the transmitter are sufficiently charged, if not please replace or charge them if the batteries are rechargeable.Please ensure correct polarity (+/-) when inserting your batteries.
  • Check if the motor and transmitter are synchronized.
  • Did you correctly insert the power pack including the battery pack?
  • After 5 minutes of inactivity, the IR car will automatically go into stand-by mode, and the power pack will stop flashing. To restart the car, insert the power pack with battery pack again.

  If all this doesn’t help please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. Please see our Returns, Refunds and Replacements for full details of guarantee policy.

• The wheels of my IR steered car are blocked, can I unblock them?

  The wheels of my IR steered car are blocked, can I unblock them? Move the front axle till it clicks. On the following microsite you can find technical information about the Future Planet vehicles and aircrafts; maybe this could help you: http://download.playmobil.com/FunAction/Microsites/Tech

• Building Instructions

  You can find a large range of building instructions on our Website under ‘Building Instructions’. However if you can’t find the building instruction you’re looking for on our Website, you can order a paper version. Please take in consideration that we can deliver building instructions from sets up to 4-5 years old. Please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site.

• My underwater motor goes backwards instead of forwards, what do I do wrong?

  Probably the batteries are inserted incorrectly.
  Please ensure correct polarity (+/-) when inserting your batteries.

• The wheels of my car are rubbing against the body of the car, what is wrong?

  The problem may lie in the mounting of the tire on the rim. Tires should be placed entirely on the rims, so that the two outer sides of the rim are completely visible. Please view the picture for more information. PDF

• Where can I find the prices of your spare parts?

  Through the section ‘Find spare parts’ you can find the prices of the most popular spare parts. You can add these spare parts immediately to your cart if you wish to. To search for spare parts, you will need the 8 digit parts number, which can be found on the assembly sheet. If you do not have the assembly sheet at hand to look for a spare part number, please note that instruction leaflets for PLAYMOBIL® products are available to download on the Danish PLAYMOBIL® website under the section ‘Building Instructions’.

Online Shop

• Why are some references not packed in the familiar blue Playmobil boxes?

  As a manufacturer of branded toys we attach great importance to the quality, safety, design and presentation of our products. Offering toys with high play value and a good price/quality ratio is therefore our highest priority. All products marked ‘Supplied in bags’ are part of the Direct Service-range. These products are designed to complement or expand the bigger sets such as the princess castle, at a low price. When compiling this range of products, we take into consideration the wishes and demands of our amateurs worldwide. To be able to respond quickly to those needs and to keep the price low, we have chosen not to pack the Direct Service-range in the familiar blue box.

• Can I have my order delivered to another address?

  Delivery of your package to another address than the billing address is possible. Please fill in the chosen delivery address in ‘Step1 Shipping’ during ordering. If you want your package to be shipped to your workplace, don’t forget to mention the company’s name. Keep in mind that the shipping address should be located in the same country as the billing address.

• Can I add something to or change the order I just placed?

  As soon as you confirm your online order, it is transferred to our shipping system. Once the order is in our shipping system, no changes can be carried out. Therefore, before you valid your order, you get to see an overview of what you chose to buy. This allows you to delete or add products.

• Does Playmobil also offer an express delivery?

  We offer standard shipping via UPS within 5-7 working days. For logistic reasons, we unfortunately cannot offer express delivery. If you need a Playmobil-product on a very short term, we advise you to contact your local Playmobil-distributor.

• Can you gift wrapped my order?

  Unfortunately we do not offer a gift wrapping service.

• Payment by Credit Card

  During payment you will be asked to fill in your name, credit card number, expiration date and your 3-digit security code (on the back of the card). Please make sure that you enter your name exactly as it appears on your card. Your payment will be immediately authorized, so you know instantly whether or not the payment is approved and your order has been confirmed. We use Atos Worldline’s e-payment solution for secure online payment.

• I have not received my order confirmation. Has my order gone through?

  Once your order is confirmed, you will receive an order confirmation email. If there’s a writing error in your email address, then of course we’re unable to send you a message. Therefore always double check personal data before sending it. Please always check the junk mail folder of your mailbox, maybe our confirmation email has been redirected to this folder. Or perhaps an error has occurred during the ordering or payment process. To be sure that your order was properly registered, please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site.

• Can I place my order over the phone?

  Of course we want to provide our customers, without fuss, the desired product. Unfortunately we cannot take orders by phone. Ordering through our PLAYMOBIL online shop is simple and fast.

• I wish to order PLAYMOBIL in large quantities, is that possible?

  Purchases on our online shop are only intended for personal non-commercial use. If you want to buy a large commercial quantity, please contact our Service Department through ‘Contact’ on the homepage of your Danish PLAYMOBIL site. They will gladly help you get in touch with our sales department.

• I have received an invoice with no price information, is this usual?

  If you choose to have your parcel delivered to an address other than the billing address, it will be accompanied by a delivery note. This delivery note does not show any prizes. The invoice, with prizes, will be sent afterwards to the billing address.

• What should I do if there is damage to my package upon receipt?

  We make every effort to prevent shipping damages. However if your package appears damaged upon receipt, simply refuse the shipment. If you notice the damages after delivery, please keep the original shipping carton. May we ask you to contact our Service Department through ‘Contact’ on the homepage within 24 hours upon receipt of the package, so we can issue a damage claim with the carrier. Take note that you also be required to provide us with photos of the damaged item(s) and carton to enable us to help you resolve the matter promptly. Our Service Department will inform you about the steps to undertake.

• How can I order?

  To be able to order, you have to register first. Click on ‘Register’ on the homepage of your Danish website and fill in all the required data. Choose the product in our Online-shop you want to buy and click on ‘Add to cart’ to move this item into your shopping cart. Click on ‘View Cart’ to view the items that you have chosen, if you want to remove an item please click on the cross. When your order is complete please click ‘Checkout’ to continue with payment and shipping terms. You can choose to have your parcel delivered at another address than the billing address, please change this in ‘Shipping’ (Step 1) during Checkout-Shipping.

• Which payment method can I use when shopping online?

  Playmobil accepts payment with the following credit cards: Visa, MasterCard. For payment by credit card, we are using Atos Worldline to ensure secure online payment.

• How do I know what my child really wants?

  When your child browses through our webshop and spots an article which he wants to receive, he can simply click on ‘Add to wish list’ to put it into his personal list. You can at anytime check this list and eventually switch the products that you want to buy into your shopping cart.

• Do I receive any information about my shipping?

  If you supplied us your email address when creating your account, you will get a confirmation by email when your parcel is ready to ship. This confirmation includes a tracking number. You can also view this information in ‘Order History’ in ‘My Account’. Click on ‘Show UPS delivery information’ to view the status of your shipping.

• Can I trace my shipping?

  After receiving your tracking number by email, you can trace your shipping on the UPS-website: www.ups.com.

• The product I want to buy is currently not available, what now?

  Maybe the product is not yet for sale or it’s in production. Do you want to be informed about the availability of this product, click on ‘Add Reminder’. As soon as this item can be ordered, you will receive an email to inform you about this. You can also find this information in ‘Product Reminder’ in ‘My Account’.

• I want to return part/all of my purchase, is this possible?

  Should you wish to return part of or the entire purchase, you may do so within 7 working days after delivery, provided the goods are returned to us in the same condition (including the original packaging) as they were when sold. The goods should be accompanied by a copy of the invoice. You do not need to give us any reason for cancelling your order. Refunds are made on your bank account as soon as possible and in any event within 30 days after we received the goods, please provide us with your bank account data. See our Returns, Refunds and Replacements for full details of returns policy.

  All goods should be returned to the following address:
  Playmobil Northern Europe
  Customer Service Department
  Blarenberglaan 3a bus 5
  B- 2800 Mechelen
• What is the average delivery time?

  Orders from the regular PLAYMOBIL Online shop are shipped with UPS. You can have your package shipped to your home address or another address. If you wish to receive the package at a different address than the billing address, please don’t forget to mention the name that’s marked on the mailbox at this address.

  UPS plans the delivery route; we therefore have no influence at all on the time of delivery of your online order. You can check the status of your shipment through the online Track&Trace-service from UPS. When your order ships, you’ll receive an email confirmation from UPS. Orders will be delivered Monday to Friday, excluding Public Holidays. PLAYMOBIL makes every effort to deliver your order from the regular Online Shop within about 6-8 working days.

  Delivery of spare parts orders will take a bit more time and will be send by UPS or post, depending on the size of the package. Delivery time may be prolonged due to incorrect address details. Therefore always check the details of the shipping address before confirming the order.Please keep in mind that during Public Holidays and bad weather conditions, delivery can take longer.

• What are the shipping and handling costs when shopping online?

  All orders up to 1199,95 DKK are subject to a shipping and handling cost of 109,95 DKK. Free shipping on orders from 1199,95 DKK on. Shipping and handling costs for spare part orders depends on the total purchase price. More information can be found under the heading ‘Order Spare Parts’.

• I don’t live in Denmark, can I order from you?

  Unfortunately, you can only order through our Danish online shop if you’re based in Denmark. On the homepage of our international website www.playmobil.com, please select the country where you reside to order Playmobil.

• Will you keep me informed about the shipping of my order?

  If you provided an email address when creating your account, you will receive a shipping confirmation email from our carrier UPS, as soon as your parcel is ready for shipment. This email contains information about your shipment including your tracking number. You also find all information concerning your order through our Online Shop in your account under the category ‘Order History’. Please click on ‘Order details’ and ‘Show delivery tracking information from UPS’ to view the status of your shipment.

• A delivery attempt was made by UPS when I wasn’t home, what now?

  When you’re not at home, UPS will deposit your parcel in a nearby UPS Access Point. The driver will leave an UPS Info Notice in your mailbox, informing you about this. You can also check your order status online, please log in and view your ‘Order History’.

• Can I combine a purchase from the spare parts range with a purchase from the other ranges?

  All products offered in our online shop (Regular Assortment, Direct Service, PLAYMOBIL Merchandise, Package Deals, Spare Parts) can be combined into one order in your shopping cart. The system will automatically combine these products into one purchase for you. Please note that in this case delivery time of spare parts will be maintained.

Website technical support

• During registration I get the message that my data is already known, how is this possible?

  Your data or e-mail address has already been used for registration on the Danish PLAYMOBIL website. You don’t have to register anymore, just sign up with the previously used login and password. If you can’t remember your sign-up information, please click on ‘Forgot Password?’.

• I have problems viewing your website or placing an order. What do I do wrong?

  You have encountered problems when visiting our website, following hints might help you.

  • To make the best use of our online shop, you must enable cookies in your browser. We can unfortunately not give you instructions in this regard, as this depends from provider to provider. Do not hesitate to contact your internet provider about this matter.
  • If you have problems logging into our online shop, deleting all cookies from your browser history could be useful. We can unfortunately not give you instructions in this regard, as it depends from provider to provider. Do not hesitate to contact your internet provider about this matter.
  • Please make sure that you fill in all mandatory fields.
  • Maybe currently there are too many users active in our online-shop. Our online ordering system doesn’t present any problems, you have to be patient. Renewing the browser window can help.
  • Playmobil uses one of the most reliable security systems on the internet: SSL (Secure Socket Layers). If you are employing an old browser, it’s difficult to connect to our server. Please upgrade your browser with the latest version.
  • Payment should be made within a certain time period, after confirming your order in our Playmobil online shop. If you exceed this time period, your order will automatically be canceled.
  • During payment, you should under no circumstances click on the Back-button of your browser, because than you leave the ordering system.
• Can I place an order with my smartphone or tablet on your online shop?

  The format of our website is not optimized for use with a smartphone or tablet, but we’re working on it. Therefore we advise you to order through a computer or laptop.

• Why should I create a user profile?

  Before you can place an order, you need to create a user profile. When you login to your user profile, all your personal data (name, address, e-mail address) are automatically retrieved. You no longer have to fill in this personal data when placing an order. Once logged in you have also access to ‘My Account’ where you can view your complete profile, open order status, your order history and shipping information.

• How to register.

  On the homepage of your Danish website please click on ‘Register’ and fill in all required data. You can now order.

• I’ve forgotten my password, how do I proceed?

  When you don’t remember your password, please click on ‘Forgot Password?’ and you will be redirected to the password wizard. Please provide here your email/login information and you will receive an email to reset your password. In case you don’t remember your email/login, please contact our Webmaster through ‘Contact’ on your Danish website.

• Can I change my name/address in my account?

  You can change this yourself in your account. Please register first and click on ‘My Account’. In ‘Address List’ you can adjust your name and address.

• Can I change my password?

  If for any reason you want to change your password, this is possible. Please log in and click on ‘My Account’, under ‘Account Information’ you can introduce a new password. We will send you an email with the confirmation of your up-date.

• I’ve forgotten my email/login, how do I proceed?

  If you forgot your login, please contact our Webmaster through ‘Contact’ on your Danish website.

• I want to remove my account, is this possible?

  In ‘Delete Account’ under ‘My Account’ you have the possibility to delete your data.

• How can I delete my account?

  To delete your account, you must first log in to our website. Please click on your name (top right) to access your customer account information. Under section ‘Delete account’ you can deactivate your customer account.