FAQs

1) Returns / Shipbacks (Germany & Austria)

Note in advance: As stated in our terms and conditions, you have the right to withdraw from the contract within 14 days without giving any reason (for details, please refer to the Cancellation section on our page "Cancellation and Terms & Conditions").

Returns are currently only possible from Germany and Austria and only via DHL.

1. To register your return, please use our online returns portal: via your customer account -> Returns or directly via this link: www.howa-spielwaren.com/ruecksendung
   
   
   
   
2. Select the order or the item you wish to return and follow the instructions.
   
   
3. The return label and QR code will be made available to you in your customer account or via the above link.
   
   
4. Please include the printed return slip with the shipment so that the return can be clearly assigned.
   
   
5. After receipt and inspection of your returned goods, we will refund the purchase price via the payment method you used.
   
   

2) Returns from other countries (not Germany and Austria)

Note in advance: As stated in our terms and conditions, you have the right to withdraw from the contract within 14 days without giving any reason (for details, please refer to the Cancellation section on our page "Cancellation and Terms & Conditions").

1. Please send us an email at info@howa-spielwaren.de to withdraw from your contract. You can download the sample cancellation form and send it completed by email. Another option is to send us an email expressing your wish to withdraw from the contract and include the completed cancellation form with your return.
   
   
2. Please send your return sufficiently stamped to the following address:
   Return address:
   howa Spielwaren GmbH
   Liebigstr. 4
   96465 Neustadt / Cbg.
   
   
3. After receipt and inspection of your returned goods, we will refund the purchase price via the payment method you used.
   
   

3) Complaints via Email

We are very sorry if you have received defective or faulty goods. If you wish to make a complaint about your order, please proceed as follows:

1. Please send an email with your order number and photos (if it is damage) or the missing part number from the assembly instructions to service@howa-spielwaren.de
   
   
2. We will contact you as soon as possible by email to discuss the further procedure.
   
   
3. If you do not receive a response from us within 3 working days (Mon. - Fri.), please contact us again. It is possible that your email with attachment did not reach us.

Our products undergo strict
quality control. However, if an error or problem occurs,
please contact:

service@howa-spielwaren.de

Yes, all toys are tested according to EN71 1-3 and comply with the European safety standards for toys. The products are regularly tested in international, independent laboratories.

To ensure a safe, space-saving, and environmentally friendly delivery, assembly is necessary for most items. A detailed assembly manual is included with every product. For most items, assembly videos are also available on YouTube.

In our entire production, only tested child-safe water-based colors are used.

Our howa products are produced internationally. The majority of our production takes place in Asia, especially in China. We focus on long-term cooperation with selected production partners as well as on adhering to our quality and safety standards.

Yes, we deliver to all countries in the EU, UK, and Switzerland.

Shipping is done via DHL. After shipping, a tracking number will be emailed to you.

For orders placed by 10 a.m., shipping is done on the same business day. Orders placed after 10 a.m. will be shipped on the next business day. Delivery times within Germany are usually 1-3 business days. Delivery times to AT, BE, NL, IT, PO, LU, FR, CH, GB are 2-5 business days.