Help & Frequently Asked Questions

- My account
o How can I create a personal account?
It's very simple. A customer account will be created directly after your first order with us if you select this
o What are the advantages of a personal account?
You can quickly access your address details and your previously ordered items. Reprint any lost invoices and view your order statuses
- Orders
o Cancel an order
Cancelling an order is no problem at all. The best way is to call our customer service on 0048692804384 and ask them to cancel your order. Another way is to use our contact form to "General" with the request to cancel.
o Extend your order
Buying another item from us and having it shipped together is no problem as long as the first order has not been paid for. Our order acceptance department will combine your purchases and send you an amended order confirmation. You do not have to do anything for this. This is all done fully automatically.
o Incorrect delivery received
Please accept our apologies that we were unable to process your shipment without error. Please simply use our contact form to "Order problems (colour, missing parts, etc.)" We will then send you a return label and you can conveniently drop off the package at a DHL branch and return it free of charge. Make sure that you receive a returns number from us under which we will keep track of your return.
o Report a defective item
We are really sorry that you have a problem with one of our products. Please be assured that we will deal with your case personally and individually. To do this, we need meaningful pictures and a history of the damage from you. Please use our contact form and contact our claims department directly. You can reach us personally by clicking on "Report defective product".
o How can I order?
In our online shop you have the possibility to order easily and uncomplicated. You can simply select your desired colour and click on the button "add to shopping cart" to make your purchase. In the checkout process you will be asked for your address and method of payment.

If you prefer to order by phone, please call us on 0048692804384. This is available from Monday to Friday from 10:00 - 16:00, but after that you can still record your order request and we will call you back.
Please have the following details ready to order by phone:

Article description
Billing address
Delivery address
e-mail address
Voucher code (if available)
- Delivery & Shipping
o Return / Complaint
How can I return an item
For a quick processing, please send us a message via our contact form to "Right of withdrawal". You will then receive a return note from us and can send the return shipment back to us free of charge via DHL. The package can then be dropped off at any DHL branch.
Where can I find the return instructions
You will find them in our AGB (General Terms and Conditions).
Reporting a defective item
We are really sorry that you have a problem with one of our products. Please be assured that we will deal with your case personally and individually. To do this, we need meaningful pictures from you and a history of the damage. Please use our contact form and contact our claims department directly. You can reach us personally by clicking on "Report defective product".
Wrong delivery received
Please accept our apologies that we were unable to dispatch your order without errors. Please simply use our contact form to "Order problems (colour, missing parts, etc.)" We will then send you a return label and you can conveniently drop off the package at a DHL branch and return it free of charge. Make sure that you receive a returns number from us under which we will keep track of your return.
My pram needs to be sent in for repair. Do you have loaners?
Unfortunately, we do not offer a loaner stroller. If you return a used pram with a defect to us, the complaints department will check your return. They will then pass the item on to our in-house repair service, who will then contact you. If we are unable to remedy the defect, we will forward the item directly to the manufacturer for repair. The processing time at the manufacturer can sometimes be 4-8 weeks. After returning the item, we will inform you or send the item directly back to you. Depending on prior agreement with you.
Your payment methods

Payment directly via your PayPal account as soon as our PayPal account has been informed about your authorisation, the shipment will take place - depending on the delivery time indicated with the item.

Prepayment secure payment method without providing bank details Payment within 7 days. Goods will be sent to you directly after receipt of payment - depending on the delivery time stated with the item Our accounting department will inform you about the receipt of payment by e-mail.
    
    
Quality through objective test criteria

Where can I find the privacy policy?
You can find the data protection declaration under the following link HERE
Spare parts service
In-house workshop
We can obtain spare parts for most articles from the manufacturer. If you have any questions, please call our service team. You can reach us at 0048535833008 from Monday to Friday from 10 am to 4 pm.

o I have ordered goods? Where is my delivery?
The most important question is, which payment method did you use? (Paypal, credit card or prepayment?) Please check whether the money has been transferred to our account, whether the person who placed the order is also the person who transferred the money and, above all, whether you have used the correct reason for payment, your order number!!! If this is the case, please contact our customer service directly via our contact form "General" or call us at 0048692804384.
o My delivery is incomplete
For orders with more than one item, pram incl. baby seat, the shipping will be extended to two packages due to the size of the packages. This means you may receive the infant carrier first and then the pram later. Your delivery should be delivered in full to your address within the 17 days we have given as the processing and dispatch time. You can find the individual shipment numbers for package tracking in the shipping notification that was sent to you by email.
- Why buy from Lux4Kids?
o Spare parts supply Repair
Of course, our workshop is located directly in our house. We offer all repairs directly on site. You can send in the car or hand it in directly on site after making an appointment. Because of our workshop in Poland we can offer you a fast and qualified service. We always have all common spare parts in stock, because unfortunately something can always break. For every car you buy today, you can still get all spare parts from us in years to come. So you can use one pram for several children. A replacement pram for the repair period will of course be provided on request.
o On-site contact and exhibition
You can test and configure your dream pram in advance, directly on site, in our exhibition. A specialist advisor will of course help you immediately with any questions you may have. We will also be happy to help you install the Isofix base correctly and safely in your car.
o Made in EU with design from Germany
Of course, we only sell prams made in the EU, which meet and exceed all safety requirements. The safety of your baby is especially important to us. All prams have the DIN EN1888/2005.
- How to contact us
o We are always there for you by phone Mon-Fri at 0048692804384 WhatsApp 0048692804384 or by email at Info@lux4kids.de from 10:00-16:00