Frequently Asked Questions
We have created a collection for you with frequently asked questions and also tips about our company and products. You are welcome to send us your questions or suggestions.
About our products
Questions about our products
Which oil is used for the figures?
To ensure good surface protection, the figures are dipped in oil after painting. It consists mainly of ricin oil, which we obtain in organic quality from a regional manufacturer. It is safe for children and fulfils the requirements of the Toy Safety Directive.
What wood are the Ostheimer figures made of?
Most Ostheimer figures are made of maple wood. Its light-colored wood is delicately grained and makes the colors of the toys shine. Some Ostheimer figures, such as the camels, are made of solid, heavily grained ash wood. Here you can see the wood structure particularly well. The figures in our toddler series are made of alder wood.
What can you do if figures break?
If something breaks, it is not a lack of quality, but rather a condition that comes with wood as a natural material. The spike in the royal crown or the foot of a figure can usually be glued back in place with a drop of wood glue. Or you can sand the edges of the break with sandpaper. [More on this]
The deer have a white spot on their rump, what happened?
Here, it's not a piece of wood that's broken off, but we've sanded off the color at this point, which represents the "mirror", the white spot on the hindquarters of a deer that every deer naturally has. First the deer is completely dipped in brown paint, then the face is painted on, and then the white spot on the rump is sanded in.
How can you clean Ostheimer figures?
Wood contains tannins that have a natural antibacterial effect. However, if cleaning is necessary, for example if it is heavily soiled, then we recommend
Use lukewarm water, possibly with a little diluted vinegar or a splash of ecological washing-up liquid
Gently rub the surfaces with a soft, clean cloth or sponge
Lightly sand natural wood figures (not painted figures) in heavily soiled areas with 120 grit sandpaper
After cleaning, rub the toy with a soft cotton cloth and let it air dry.
Are the colors in the creative set the same as those used to paint the Ostheimer figures?
The colors included in the creative set are the opaque colors from Stockmar. They are not the toy colors of the Ostheimer figures, i.e. they are not saliva-proof. We recommend drying the figures well after painting and then treating them carefully with a color-neutral cooking oil. If desired, the figure can also be varnished.
Why are the decorative cloths not always exactly the same size?
Our decorative cloths are manufactured in a small company in Silesia (Poland). The pure cotton fabric is also woven in Poland, is cut to the appropriate size, then sewn, dyed and washed. Unfortunately, due to the many work steps that are often carried out by hand, small size deviations cannot be completely avoided in the fine, loosely woven fabric.
Are the figures vegan
The wooden figures are painted with colors that are not of animal origin. The tails are made of hemp or sisal. In the article Crib with Child II there is some sheep's wool in the crib. Except for the horse for St.Martin and the pony, where the reins are made of real leather, all items can be described as vegan.
Are the figures suitable for toddlers?
We recommend our unpainted natural wood figures Rocking Bear, Rocking Rabbit, Dolphin, Bear running, Dog and Horse for children of toddler age. They have an untreated surface and are made of alder wood in soft shapes.
Can Nativity Assortment I and II be combined with each other?
The two Nativity Assortments can be combined with each other and the sizes of the figures match.
Are Ostheimer toys safe for children?
The child, the developing human being, is at the center of everything we do. This also means producing safe toys for children from tested materials. All of our toys always comply with the latest toy safety standards.[More on this]
Have Ostheimer figures always been stamped?
Our wooden figures are stamped with the Ostheimer logo on the bottom side. Until the 1970s these were paper stickers and until the end of the 1980s our figures were branded. Since then, the typical rubber stamp has labelled the wooden figures as Ostheimer originals.
Why doesn't the toddler series have a typical Ostheimer stamp?
Deliberately gently rounded and kept in a simple shape, the warm effect of the wood can come into its own in our toddler series. With their finely sanded surface, they nestle in the mouth and hand of the small child, who encounters a piece of the world in the toy. That's why we deliberately avoid using any kind of colors and the typical Ostheimer stamp.
Where to buy Ostheimer wooden toys?
Our products are available from good specialised toy retailers. You can find Ostheimer specialist dealers in your area using the store locator.
You can buy directly from the manufacturer in our online shop.
There is also the 2nd choice shop at the Ostheimer company in Zell u. A. Here you can only buy 2nd choice products.
What colors are Ostheimer figures painted with?
To paint the figures, we use water-based wood stains that are specifically designed for toys. This means that they are saliva-proof, harmless to health and fulfil the strict standards required by law for toys. In addition, the translucent properties of these precisely coordinated colors beautifully highlight the characteristic, lovable nature of the Ostheimer figures.
Can I get an arm rest for my old rocking horse Peter from you?
Each rocking horse is custom-made and the arm rest is individually adjusted. If we send a single arm rest, it will most likely have to be adapted to the “old” rocking horse.
Buy in the shop
Questions about orders in the shop
How do I place orders in the shop?
You can either create a customer account in our Ostheimer Shop or simply place an order as a guest without registering. Generally, the ordering process is started by placing items into the Ostheimer shopping bag via the "Add to shopping cart" button. A click on the shopping cart icon shows you the content you have currently selected with the possibility to change it. If you are already a PayPal customer, the yellow button “Directly to PayPal” will bring you directly to PayPal at this point, and allow you to pay for the order and complete it quickly. By clicking on the "Checkout" button, you will be guided through the following steps to the completion of your order, whereby you can cancel or return to a previous step at any time.
When will my order be ready for dispatch?
We ship available items on working days from Monday to Friday within 24 hours of receipt of the order.
What payment methods are there and how do I use them
Payment Information
We work with Paypal as payment service provider and offer you different payment methods via Paypal which you can select. Payment is processed via the payment service provider PayPal (Europe) S.à.r.l. et Cie, S.C.A. (22-24 Boulevard Royal L-2449, Luxembourg; “PayPal”). “PayPal” can use other payment services for payment processing.
Further information about Paypal payment terms can be found in the legal agreements for Paypal services at:
https://www.paypal.com/de/webapps/mpp/ua/legalhub-full?locale.x=en_EN
In addition to the payment method via a Paypal account, Paypal also offers you the following payment methods, which can be chosen without a Paypal account:
Purchase on account (via Ratepay GmbH)
After completing your order, the bank details for transferring the invoice amount will be displayed. In addition, the bank details will also be sent to you by email. The payment term is 30 days after the invoice is issued.
SEPA direct debit
After you have issued Paypal a one-time SEPA direct debit authorization, the invoice amount will be debited from your account by Paypal within 2-3 working days.
Debit card/credit card
Once entered, your credit/debit card details will be encrypted and transferred to Paypal. If the issuing bank of the credit card used authorizes the transaction to Paypal, the purchase will be approved and completed. This process only takes a few seconds.
Apple Pay
Pay securely and quickly with Apple Pay. Select Apple Pay at checkout and confirm the payment with your Apple device.
Google Pay
With Google Pay, you can pay easily, quickly, and securely. Select Google Pay at checkout and confirm the payment with your Android device.
How can institutions - e.g. kindergartens, schools and other educational, therapeutic, social or medical institutions order from Ostheimer?
Institutions and organizations can order directly from Ostheimer via our online store. In order to meet the specific accounting requirements, we offer institutions in Germany an invoice purchase option that is independent of PayPal. This is how it works:
1. Fill the shopping cart
2. Go to the checkout
3. Add your shipping information (*optionally create customer account) --> continue
4. Complete the order process (adjust billing and delivery address if necessary)
5. Select “Purchase on account for kindergartens / institutions”
6. Click “Buy now”
Are all Ostheimer products available?
At Ostheimer, all items marked in green are always in stock and ready for dispatch. If an item is sold out, you will recognize this by the “currently not available” mark.
Can I also place an order by phone?
Telephone orders are not possible. Orders can only be placed online, as payment is linked to the order. Various payment methods are available in the shop for completing your order.
Why was my order cancelled?
The most common reason for a cancelled order is a lack of payment. Placing a new order with a different payment method often resolves the issue.
I did not receive an invoice.
The invoice will be automatically sent by email when your order is processed. Please also check your spam folder if necessary.
Which countries does the brand store deliver to?
We ship exclusively within Germany.
How much are the shipping costs in the shop?
Shipping costs within Germany:
Shipping of parcels with DHL Go Green flat rate of 4.70 euros per order.
Free shipping from a value of goods of 45.00 euros.
Is it possible to return goods
The return of goods is very easy in our Ostheimer Shop and possible within 14 days. Returns are free of charge for you within Germany.
How can I make a return via DHL
1. Go to your order in the shop
2. Click on "Return Items" --> select the items to be returned and state the reason
3. "Review changes"
4. If everything is correct --> "Send request": You will receive an email "Return request has been submitted".
5. If the return ist approved, an email will be sent to you with return instructions and the return label.
6. Once we have received the return, the refund can be arranged.
