Welcome to our FAQ section! Here, we’ve put together the most important answers to your questions about shipping, returns, our building bricks and replacement pieces.
If you can’t find your question here, simply email us at hallo@brickminded.com – our team will be happy to help, without any fuss!
Shipping & Delivery
How long does shipping take, and which carrier do you use?
We usually prepare your order for shipping within 2 to 3 working days and hand it over to our shipping provider, GLS. The usual parcel transit times for your country then apply.
How much does shipping cost?
We ship to many EU countries. The exact cost is shown transparently in your cart. Here’s a quick overview:
- Austria: €5.90 – free shipping on orders over €100
- Germany: €7.90 – free shipping on orders over €100
- EU Zone 1 (e.g. Benelux, Poland): €9.90 – free shipping on orders over €100
- EU Zone 2 (e.g. France, Italy, Sweden): €11.90 – free shipping on orders over €150
- EU Zone 3 (e.g. Spain, Portugal): €22.90 – free shipping on orders over €300
How do pre-orders work?
You can pre-order selected items that are already on their way to us. Unfortunately, we can’t guarantee a specific delivery date. Your order will be shipped automatically as soon as the stock arrives at our warehouse in Innsbruck.
My parcel hasn’t moved according to the tracking information, or it’s been lost. What should I do?
Don’t worry – we won’t leave you to deal with it alone! If the GLS status hasn’t changed for several days, contact us and we’ll open an investigation. You don’t have to wait for the outcome: We’ll immediately offer you a free replacement delivery or a refund of the amount you paid.
Building bricks, missing pieces & instructions
Help, I’m missing a building brick or one of the pieces is defective!
Few things are more frustrating than having to stop halfway through a build! Although we don’t keep our own replacement-piece inventory, we certainly won’t leave you on your own.
To help you get the piece as quickly as possible, the manufacturers provide excellent free service portals. All we need is a photo of the building instructions that clearly shows the exact building step and page number.
- Pantasy sets: You can request your replacement piece directly here: Pantasy Missing Part Service
- Lumibricks sets: You’ll find the form here: Lumibricks Replacement Parts
- Other brands: Email us the photo of the instructions and we’ll request the piece from the manufacturer on your behalf!
My set didn’t include printed building instructions. Where can I find them?
To save paper, some manufacturers, such as Funwhole and Lumibricks, provide digital PDFs only with certain sets.
- Lumibricks: You can easily download the digital instructions here: Lumibricks PDF Instructions
- Other brands: Send us a quick email and we’ll forward the relevant PDF directly to you!
Returns & cancellation
How long do I have to return my order?
We’ve extended the return period for you: You can return your order to us within 30 days of receiving it without giving a reason.
How do I register a return, and who covers the cost?
You must register your return in advance through your customer account (at the top right of the shop) or by emailing hallo@brickminded.com. Unfortunately, we can’t identify parcels that haven’t been registered. You are responsible for the cost of the return label.
Can I open the packaging?
Of course! You may inspect the goods just as you would in a shop, for example by carefully opening the box or leafing through the instructions. However, if the set has already been fully built, the bags have been torn open and the pieces mixed together, or the item shows significant signs of use, we reserve the right to deduct reasonable compensation for the loss in value from your refund.
I received the wrong item!
That’s our mistake – we’re sorry! Contact us and we’ll send you a free return label straight away. We’ll dispatch the correct item immediately, so you won’t have to wait until the return reaches us.
Prices, B2B & content creators
Why is the price suddenly different in my country?
Our shop system automatically adjusts the currency and prices to your location. Price differences, for example between Germany and Poland, are solely due to the different statutory VAT rates in the respective delivery countries, such as 19% versus 23%.
I’m a business customer. Can I make a tax-free intra-Community purchase?
Yes, absolutely! This works automatically in our shop. At checkout, simply enter your valid business email address and the correct company details, including your VAT ID. The system will then automatically convert the gross prices into net prices.
I’m a content creator/reviewer and feature your sets!
We love to hear that! If you review building-brick sets on YouTube, your blog or social media, take a look at our affiliate programme. We offer you 5% commission on every sale you refer, with a 30-day cookie duration. Just get in touch!