FAQ

The most frequently asked questions and answers about Zapf Creation AG and its products.

My product is defective. What can I do?

We pay very close attention to outstanding material properties and excellent processing quality in our products. Should you have a complaint despite this, your statutory warranty claims will be processed directly by the retailer. Please contact the retailer from whom you purchased the product. Please remember to submit the receipt.

Can the product be repaired?

In the case of defective or faulty products, please contact your retailer. See also information on the warranty. Zapf Creation AG itself does not have a dolls’ hospital and does not offer repairs.

The product does not work as described. What can I do?

Solution:

  1. Check whether the test mode (TRY ME) is still switched on. The switch on the battery compartment must be set to “ON”.
     
  2. Check the batteries.
     
  3. Contact your retailer.
Where can I get spare parts?

Our customer service department will be happy to help you with missing or lost accessories. Send us your enquiry with the subject “Product defective” and an explanation via the contact form.

Spare parts enquiries can only be processed for selected accessories such as dummies, bottles etc. Individual parts of dolls, such as arms and legs, are not considered spare parts.

Where can I get lost accessories?

Our customer service department will be happy to help you with missing or lost accessories. Send us your enquiry with the subject “Missing parts” and an explanation via the contact form.

Can I purchase directly from Zapf Creation AG?

No, Zapf Creation AG products are sold exclusively by retailers.

How can dolls be cleaned?

Cleaning the vinyl parts/body:
Superficial soiling can be removed using a damp cloth and mild detergent. Due to their constituents, stains that have been caused by felt or ballpoint pens cannot be fully removed. It is possible to lighten the stain by carefully rubbing with acetone-free nail polish remover.

Cleaning fabric bodies with fibre filling:
Do not under any circumstances put the doll in the washing machine/dryer. Minor soiling and stains can be removed using a damp cloth and mild detergent. Allow the doll to dry fully after cleaning.

Note that some products are washable (for babies); this is shown on the label.

How can I get a catalogue?

We will be happy to send you our latest catalogue. Just send us an enquiry with the subject “Catalogue request” and your postal address via the contact form.

Are Zapf Creation AG products safe and high quality?

All products from Zapf Creation AG adhere to European toy standard EN 71. This ensures that the composition and ingredients of all items are inspected by independent inspection institutes in accordance with the European Toy Safety Directive 2009/48/EC and that all standards and laws are adhered to. Zapf Creation AG adheres to the limits for materials used and composition prescribed in Europe. If you have any more questions on this topic, visit our toy safety page or get in touch via the contact form.

Are plasticisers used in Zapf Creation AG products?

Zapf Creation AG exclusively uses the innovative non-phthalate plasticiser Hexamoll® DINCH®. This plasticiser was specially developed for use in sensitive application areas (children's toys, medical products, products that come into contact with food) and approved by the European Food Safety Authority (EFSA). Our toys therefore meet the high safety standards of the European Union. If you have any more questions on this topic, visit our toy safety page or get in touch via the contact form.

Which quality seals should I look out for when buying toys?

Safety and quality marks found on product packaging are a good point of reference. They include the following:

Important safety and quality marks found on product packaging.

Warning: “Not suitable for children under 3 years”:
Toys marked with this are not suitable for children under three years, for example because they contain small parts that could be swallowed or long cords that could become wrapped around the child’s neck.

“Safety tested” mark:
This mark confirms that no ingredients that are banned in Europe are used and that all European limits are adhered to.

CE mark:
By using the CE mark (short for “Communauté Européenne” or European Community), the manufacturer confirms that the product meets the fundamental safety and health requirements of all relevant EU directives. This mark is verified by test reports from independent institutes.

Lion Mark:
Developed by the British Toy & Hobby Association (BTHA) for toy safety and quality, this mark confirms that the toy was manufactured in accordance with the requirements currently applicable in the United Kingdom and the European Community (BS 5665 / BS EN 71).

“Grüner Punkt” (green dot):

This mark confirms that the manufacturer meets all the requirements of the German Packaging Ordinance and is involved in the dual waste disposal system. You can find more information on the “Grüner Punkt” on www.gruener-punkt.de.

General safety information on using toys.
  • Remember, it is your job to supervise your child's activities.
     
  • Read the user instructions carefully and keep them together with the packaging. Where passages are marked with “Tips for children”, we recommend that you read these passages together with your child.
     
  • Only use the toy for the purpose for which it was manufactured.
     
  • Take safety information and warnings seriously.
     
  • Check the toys for damage and soiling regularly.
     
  • Take note of the age restrictions and store toys separately by age group.
     
  • Inform older siblings which toys are dangerous for small children

Has your question not been answered? Get in touch via the contact form.

Dolls
Dolls
Accessories
Accessories
Play Ideas
Play Ideas
Play & Fun
Play & Fun
Service
Service