Refund policy
Return & Refund Policy
At Dilabra, your satisfaction truly matters to us. Every product in our store is chosen with care — to inspire creativity, imagination, and calm moments of play. If something isn't quite right with your order, we'll do our best to make it right. Our return policy is transparent and handled with understanding, because we want every customer to feel safe shopping with us.
Please note
We do not offer free returns. All return shipping costs are the responsibility of the customer.
Returns (30 Days)
Not completely happy with your order? You can return it within 30 days of receiving it, provided the following conditions are met:
The item must be in its original condition with all parts, packaging, and accessories included.
The product must not be used, damaged, or handled carelessly.
Hygiene-related products must be thoroughly cleaned before returning.
We reserve the right to decline returns if the item is incomplete, shows visible signs of use, or has been damaged after delivery.
Refunds are processed within 7 business days after we receive and inspect your return.
How to request a return
To start a return, please contact us at info@kleineseele.de and include:
Your order number, reason for return, photos of the product (if damaged), your full name and address.
We will reply with the correct return address. Please do not send items to the sender's address on the package — all returns must be sent to our central warehouse in Asia at the customer's expense.
Cancelling an order
Orders can be cancelled within 1 hour of placing them by contacting our support team.
After this period, your order will already be in processing and cannot be cancelled.
If your order has already shipped, please wait until it arrives and then follow the return process described above.
Right of withdrawal
As a consumer, you have the right to withdraw from your purchase within 30 days of receiving your order.
To withdraw, please email us at info@kleineseele.de with a clear cancellation request. The withdrawal is valid once the goods are returned to us.
Return shipping costs are always paid by the customer. Refunds (excluding delivery costs) are issued within 14 days after we receive the returned goods, using the same payment method you used for your purchase.
Shipping delays
At Dilabra, we work with trusted partners to deliver your orders as quickly as possible. Please note that during busy seasons or international logistics delays, shipments may take a little longer. We always monitor orders closely and do everything we can to ensure your package arrives safely and in good time.
Our promise
At Dilabra, we care deeply about your trust. If something goes wrong, we'll always do our best to help — with kindness, clear communication, and genuine care for our customers. Our mission is to create a shopping experience that feels as thoughtful as the toys and products we offer.
Company Details
Kingma Ventures
Company Registration Number: 97868329
VAT: NL004299922B89
Address: Drapenierstraat 20, Haarlem, The Netherlands
Email: info@kleineseele.de