Frequently Asked Questions

Orders can only be placed online – not by phone or email. You can order as a guest or create a customer account. Add desired items to your shopping cart, click “Checkout”, select your address and payment method – done!

You can update your address in your customer account. If you need to adjust the address of an active order, please contact our customer service at service@finkid.de.

Please contact our customer service at service@finkid.de. As long as your order has not yet been handed over for shipping, we can still cancel your order.

Delivery time is usually 1 to 3 working days. During promotional periods, it takes 2 to 4 working days. Shipping to foreign countries may differ from this.

All information about canceling your order can be found here.

Du solltest von DHL über deinen Versandstatus informiert werden, bekommst du nach Rechnungseingang keine DHL-Mail, wende dich bitte an service@finkid.de.

We currently deliver within Germany and to Austria.

You can find our features here.

Correct size and adjustment for the finkid BUDDY school backpack: The proper adjustment of the finkid Buddy school backpack depends less on height than on the child's back length. That's why it's worth trying out the different size levels individually.

A good reference point is the position of the hip fins: These should sit centered on the hip bones – not too high at the waist and not too low on the buttocks. If the fins sit too high or too low, the back length can be adjusted accordingly.

Tip: Try out several size levels and see which setting allows the backpack to sit ergonomically and be comfortable to wear.

Which hip belt fits? For the BUDDY CLASSIC, the straight hip belt is typically suitable for children up to approximately 130 cm in height. However, individual build is the deciding factor. If the belt no longer sits on the hips in the largest back adjustment, we recommend switching to the hip belt with curved fins.

Important when attaching the hip belt:
The wide parts of the belt (the fins) should point downward when worn – this is the only way they sit correctly on the pelvis and ensure optimal weight distribution.

You can find the size charts here.

Please feel free to contact  directlyservice@finkid.de.

Once your invoice/credit note has been issued, your voucher code will be updated again with the corresponding amount. Please feel free to contact our customer support at service@finkid.de.)

Enter the voucher code at checkout and receive your discount.

Enter your discount code at checkout and get your discount.

Tip: You can find many answers right here in our Questions & Answers.

You can reach us by email at:
service@finkid.de

When logging in, select "Forgot password", enter your email address, and click "Reset password" in the email that is subsequently sent to you to set a new password.

In this case, contact service@finkid.de.

Yes, our leather shoes are chrome-free tanned.

We exclusively use materials that have been tested and certified by the Leather Working Group. This ensures that our
products meet the highest environmental and quality standards.

The Leather Working Group (LWG) is a global organization that promotes
sustainable and responsible leather production. It develops and implements audit standards to evaluate and certify leather manufacturers on environmental management, social responsibility, and chemical safety.

Our suppliers are committed to complying with the Oeko-Tex Standard 100, which includes testing for legally prohibited and legally regulated substances as well as chemicals known to pose health risks. Taken as a whole, the requirements clearly exceed existing national laws. We also regularly test our materials and products. The use of the Oeko-Tex Standard 100 label is only permitted if we have the finished manufactured parts retested (even though all used materials and ingredients already meet and have been tested to the Oeko-Tex Standard 100) and this is very cost-intensive, so we do not mark the finished manufactured parts with the label. This is not justified by the relatively small order quantities of finkid products.

You can find all about the materials we use here.

We have our manufacturer confirm compliance with animal welfare and material origin standards via a contract ("compliance with animal welfare and material’s origin"). Specifically, for wool this means that the animals must not be harmed during their rearing and shearing. In addition, the wool is mulesing-free, and we also do not work with farms that use this practice.

Production locations:

We manufacture our goods in Germany, Turkey, China, Bangladesh, and Vietnam, depending on technical requirements and order volume. We work with independent suppliers and prioritize long-term partnerships and close personal contact. When selecting production facilities, quality is the primary deciding factor.  We also ensure short transport routes between fabric and ingredient suppliers and the factory to enable faster and more effective collaboration.

Production conditions:

Adhering to humane working conditions is particularly important to us, which is why our suppliers commit to a code of conduct. This is based on the guidelines of the International Labour Organization (ILO). These guidelines include, among other things, working hour limits, minimum wages, job security, and a ban on child labor. During production, our employees regularly visit the factories to check compliance with our required working conditions and quality standards.

Einen allgemeinen Reparaturservice haben wir leider nicht, doch je nachdem, wann und wo du den Artikel gekauft hast, lässt es sich evtl. als Reklamation abwickeln. Für individuelle Reparaturanfragen nehmen wir jedoch gerne deine Details entgegen und prüfen diese im Einzelfall, um dir bestmöglich weiterhelfen zu können.

The most straightforward option is usually a wash-in impregnation treatment. It can easily be added to a wash cycle and provides reliable protection.

As a general rule, we recommend textile repair tape (e.g. from MC Nett) for this type of situation—it’s transparent, seals the damaged area, and prevents it from spreading.

You can also take the garment to a local tailor, where they will sew on a patch. While this would be convenient, it has the drawback that the seam won’t be sealed, and the water resistance at that spot will be compromised.

There are, however, a number of tailors who specialize in repairing outdoor textiles. One example of this is  http://www.outdoor-service.com. They can reseal the item so that the water resistance is fully restored.

As a "first aid" alternative, holes and tears can be fixed with self-adhesive tent patches. These patches are simply cut to size and glued over the hole. They adhere very well and typically even survive several machine washes. You can get these in a wide range of colors at an outdoor specialty shop or online, for example at Globetrotter.

Please take your purchase receipt
directly to the retailer.

The retailer / seller is in
this case responsible for resolving the issue and will then handle the processing of the
complaint.

If you purchased your finkid product in
our online shop, please send an email to service@finkid.de with detailed photos, your customer number, and the corresponding order or invoice number so that we can assign this to a record in our system.

If you purchased your finkid product from
a retailer, please contact them directly with your purchase receipt.

In this case, the retailer/seller is responsible for resolving the issue and will handle the claims processing.

Unfortunately, direct exchanges are not possible
please reorder the correct size in our shop. We
will promptly refund the returned item once it arrives at our
central warehouse.

You can also return multiple orders together, but you should include each
accompanying return label with the package to enable proper matching when processing returns.

Returns can only be sent via the DHL return label — this is the only way they can be assigned to the correct location.

Please contact our customer service at service@finkid.de

We can send you the necessary data to uniquely identify the goods in the returns department.

To achieve our sustainability goals and minimize environmental impact, we charge a €5 processing fee for return shipping on returns. This is intended to encourage more thoughtful purchasing decisions and avoid unnecessary goods transportation. The fee will be deducted directly from your refund amount. Thank you for your understanding and support as we work toward greater sustainability!

Shipping is free for orders with a total value of 150 €. If your order is below this amount, we will charge shipping costs – regardless of whether you keep the items or return them in full.

In this case, the shipping costs already incurred for the initial shipment will not be refunded, as the service (shipping) has already been provided.

Thank you very much for your understanding.

Please contact our customer service at service@finkid.de, we will then work with you to find a solution.

We will automatically transfer the refunded goods value back to your original payment method, which you used when making your purchase. The deducted amount of €5 will already be taken into account here.

You can return products to us within 14 days.

Please make sure they are in original condition, unworn and
unwashed.

Select

Select the items you wish to return on the returns form included with your shipment,

and let us know the reason for your return.

Your feedback is very important to us, as we want to keep improving.

Pack everything together

Place the items and the returns form into the shipping box.

This box includes an extra adhesive strip for hassle-free sealing.

Stick the returns label clearly over the original shipping label on your package.

Create DHL return label

Create a return label using the following link: Go to DHL Portal

Simply print out the completed label and stick it on.

Alternatively, you can have the shipping label created at a DHL partner location or a DHL parcel locker without using your own printer, using a QR code. 

Send your return back to us

We will cover the shipping costs for your returns.

Just drop off your pre-packed shipment at a DHL partner location or a DHL parcel locker near you.

Bei Rücksendungen innerhalb Deutschlands ziehen wir eine pauschale Rücksendekostenbeteiligung von 5 € vom Erstattungsbetrag ab. Damit möchten wir gemeinsam unnötige Transporte vermeiden und unsere Umweltziele weiter vorantreiben.

Für Rücksendungen aus Österreich fällt keine Pauschale an. Allerdings tragen Kundinnen und Kunden aus Österreich die Kosten für den Rückversand selbst.

You can easily create a DHL return label in your customer account under the relevant order.

If you placed your order as a guest or prefer not to use the customer account option, you can conveniently request your return label via our return portal .

There, simply enter your order number and the associated email address.

Our customer service will of course be happy to assist you with any questions.

You want to avoid returns? Then use our size chart directly on the product – or click the link to Size Guide.

Please hand in your return parcel at the post office yourself.

The 5,- € processing fee is waived for returns from Austria.

The address to which the return must be sent is:

Meyer & Meyer Logistics Center Peine C/o finkid GmbH

Lehmkuhlenweg 86

31224 Peine

Once the return has been completed, you will receive a corrected invoice via email.

This will let you know that we have credited and refunded the amount.

You'll find the store finder here.

Unfortunately, a discount code that has already been used cannot be reused for a size exchange after a return. Please contact our customer service (service@finkid.de), where you will be issued a new code for an exchange.

An exchange applies if, for example, the products do not fit or you do not like them.

Unfortunately, a direct exchange is not possible. Please reorder the correct size in our shop. We will promptly refund the returned item once it arrives at our central warehouse.

If you notice damage when accepting the package, you can refuse acceptance.

Alternatively, you can contact us with photos of your package (service@finkid.de)

Until we inform you of the next steps, please keep the damaged package so that we can answer any questions from DHL.

Orders are not automatically combined. If you would like to adjust your orders, please contact service@finkid.de.

We currently deliver within Germany and to Austria.

Enter the word "Packstation" followed by the corresponding number in the address line, and enter your DHL parcel number in the address supplement field. As soon as you select the "Packstation" option for the delivery address, the address form will be automatically adjusted.

Feel free to let us know (service@finkid.de), whether you would like to receive a refund, or if we should reship the package.

Please contact our customer service (service@finkid.de), we will check whether the item was no longer available or this was a defective delivery.

Wir versenden ausschließlich mit Deutsche Post DHL.

For orders within Germany (domestic) we charge shipping costs of 5,95 €.

For orders with a cart value of 150,- € or more, we offer free shipping within Germany.

For orders from Austria (international) we charge a flat shipping rate of 14,95 €. 

We ship exclusively via Deutsche Post DHL. Delivery times are usually 1 to 3 business days. Shipping to foreign countries may vary from this.

Depending on the amount of the overdue balance on your reminder, this may be unpaid shipping costs, an incorrect bank transfer, or a return that has not yet been processed. If you are unsure what caused the reminder, please contact our customer service at service@finkid.de

Depending on the amount of the overdue amount, this can be outstanding shipping costs, an incorrect transfer, or a return that has not yet been processed. If you are unsure what caused the reminder, please contact our customer service at service@finkid.de.

Once your return has reached our warehouse via your tracking number, the goods will be inspected, recorded, and refunded by us. This process takes approximately 3-5 working days from receipt at our warehouse.

Free shipping within Germany is only available for orders with a total value of 150,-€ or more.

Unfortunately, any shipping costs already incurred for your order must be covered by yourself and will not be refunded by us.

However, we will cover the shipping costs for return shipments.

You can easily and securely use the following payment methods:

PayPal
Use your PayPal account at checkout and benefit from PayPal Buyer Protection as usual.

Credit Card
Within Germany, we accept the Visa, Master Card and American Express credit cards. For orders outside Germany (e.g. Austria), other options may be offered. You do not need a PayPal account to pay with a credit card.

Invoice purchase
We offer you the convenient option of paying for your purchase by invoice – with payment due 30 days from the invoice date. Processing is handled by our payment service provider Klarna. Please note that Klarna will decide whether you are eligible for invoice purchase as part of an automated credit check.

For invoice purchase,  no Klarna account is required. If you select this payment method, you will receive an email from Klarna directly after your purchase with all important payment details.

You will also receive the invoice itself from us via email. However, the necessary bank details and payment information can only be found in the email from Klarna.

If you return items or only keep part of your order, your invoice will be adjusted automatically. Once the return has been received and processed by us, you will receive an updated payment request from Klarna via email.

If you have questions about your invoice, a refund or the payment status, please contact Klarna customer service directly.

EPS (only available in Austria)
EPS is a secure online payment system for customers in Austria. You will be redirected directly to your bank's online banking service during checkout.

If you selected Klarna invoice as your payment method, our payment service provider Klarna will handle the payment processing. Immediately after your purchase, you will receive a separate email from Klarna with all important payment information and the due date of your invoice (usually 30 days from shipment).

We will additionally send you your invoice by email as soon as your order has been handed over to DHL. Please note that this email does not contain any payment details – you will only find these in the Klarna email.

If you return items or only keep part of your order, your invoice will be adjusted automatically. Once your return has been received and processed by us, Klarna will send you an updated payment request via email.

If you have already paid, the relevant amount will be refunded to you via the original payment method you selected through Klarna.

If you have questions about payment, your payment status or refunds, please contact Klarna's customer service directly. Only Klarna can provide you with information about your open or paid invoice.

Sometimes switching from one browser to another helps. Otherwise, feel free to contact us via email at:
service@finkid.de.

Basically, we offer purchase on account with a payment term of 30 days. However, the payment service provider Klarna reserves the right to determine which customers will also see this option. For this, Klarna conducts a credit check in the background.

You will receive your invoice from us via email as soon as your order has been handed over to DHL. If you chose to pay by invoice, you should also have received a separate email from Klarna with the payment information. Please also check your spam folder if you cannot find any message from Klarna.