What is the self-service portal for and how do I use it?

No matter if you have ordered as a guest or if you have registered (or maybe don't remember), you can easily do most things yourself via our self-service portal.

Use the following link: to the self-service (have your order number and the postcode of your delivery address ready)

If you are registered, you will find all necessary options on the left side of your customer account. 

You now have the following options:

Order / Track shipment
Just click on the button "Track your order". You will be forwarded directly to the DHL tracking system.

Have a new invoice sent
Click here and you will automatically receive the invoice mail again.

Register return or complaint
By clicking on "Returns" you will be taken directly to the returns portal. Here you can choose which article and with which reason you would like to complain. Afterwards all return documents will be sent to you in a separate mail.

Order a new shipment
If the package is returned to us, you can either order a new shipment or cancel the order. Please pay attention to the payment method.

If your address is not correct and you have chosen one of the following payment methods, the address can be changed without any problems:

- Payment in advance
- Orders at a Toyparty
- Credit card
- Instant bank transfer
- Giropay


For the payment methods Paypal, purchase on account (Billpay), direct debit (Billpay) and payment by instalments (Billpay), we cannot make any subsequent changes to the notified delivery address due to the specifications of the payment provider.

In this case a new delivery is only possible if the address is correct. If corrections and/or changes have to be made, it is necessary that the order is placed again by you. In this case, you can cancel the order by clicking the corresponding button. The amount will usually be refunded within a few days.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request