Frequently Asked Questions

You can contact Lilliputiens customer service through our contact form.
You will receive an answer within 48 hours.

Order and Delivery
Which countries can I ship to?

Currently, deliveries are possible in Metropolitan France (including Corsica), the principality of Monaco, Germany, Spain, Italy, as well as all of Belgium.


What are the different delivery methods and associated prices?

Delivery is free for any purchase over €30 including tax, regardless of the delivery method chosen.

We offer the following delivery methods:

For France :

  • Colissimo Domicile: Home delivery without signature, in 2 to 3 working days, at a rate of €8.90
  • DPD Predict Domicile: Home delivery during time slots, in 2 to 3 working days, at a price of €8.90
  • Colissimo Collection points: Delivery to the post office, Pickup relay & Pickup Station lockers, in 2 to 3 working days, at a rate of €6.90
  • DPD Relais Pickup: Delivery to relays, in 2 to 3 working days, at a price of €6.90.

For Belgium:

  • Colissimo Domicile: Home delivery without signature, in 2 to 3 working days, at a rate of €8.90
  • DPD Predict Domicile: Home delivery during time slots, in 2 to 3 working days, at a price of €8.90
  • Colissimo Collection points: Delivery to the post office, Pickup relay & Pickup Station lockers, in 2 to 3 working days, at a rate of €8.90

For Spain:

  • Colissimo Domicile with signature: Home delivery without signature, in 2 to 3 working days, at a rate of €12.90
  • DPD Predict Domicile: Home delivery during time slots, in 2 to 3 working days, at a price of €12.90
  • Colissimo Collection points: Delivery to the post office, Pickup relay & Pickup Station lockers, in 2 to 3 working days, at a rate of €12.90

The delivery times mentioned above are indicative and exclude preparation, that is to say once the package has been handed over to the carrier, excluding sales and Christmas periods and excluding exceptional events (strikes, bad weather, etc.).

Shipments take place Monday to Friday inclusive (except public holidays).

When your order is shipped, you will receive a confirmation email including a package tracking number allowing you to know the status of the order with the carrier at any time.

You can use this information to track your package throughout its journey.


 Do I need to create an account to place my order?

Yes , it is necessary to create an account to be able to place an order on the Lilliputiens website.

It is possible to create your account when validating the basket, or at any time before your order.


How can I track my order?

You can track your order at any time in the “ Order History ” section of your customer account:

  1. As soon as your order is validated by payment, its status indicates  “  Payment accepted  ” .
  2. Once your order has been transmitted to our order preparation teams, it is indicated “  In preparation  ”.
  3. Once the order is given to the carrier, it is indicated as “  Shipped  ”. A package tracking link is then available. An email from the carrier including this tracking number will also be sent to you at the same time.

Beyond this step, the order status in your order history will not be updated even if your order is physically delivered. Go directly to the carrier's website with your tracking number to obtain more details about delivery tracking.


 Can I modify or cancel an order during processing?

Once your order has been validated, you cannot modify or cancel it from your customer account.

However, you can, once the order has been received, make use of your right of withdrawal by informing us of your wish to return your order within 14 days (upon receipt of your order). You must then return the product(s) intact to us no later than 14 days after communicating your decision to us. You can place a new order if you wish.

To find out more, go to the “ How to return a product as part of a withdrawal?”  » in the “ After-Sales Service  ” section of this FAQ.

Please note that no address modification is possible once the order is validated.


How do I get my invoice?

Your invoice is published as soon as  your order is validated. This invoice is available for consultation or printing from the “ Order History ” section of your customer account.

Please note that no paper invoice is included in your package.


Payment
What payment methods are accepted?

Several options are available to you to pay for an order on the Lilliputiens e-shop.

This can be paid by bank card (Carte Bleue, Visa or Mastercard) or Bancontact (for orders to Belgium) in a secure manner using our Payline solution. This service relies on a secure Crédit Mutuel Arkéa payment server, benefiting from SSL (Secure Socket Layer) encryption from the start of the transaction to its finalization.

Always secure, the possibility of payment by PayPal is also offered.

Our Lilliputiens online store does not offer order payment by check or bank transfer.


What should I do when my payment is refused?

When entering your bank details, our secure banking interface carries out an automatic payment check to validate it.

If this is refused, we recommend that you contact your banking establishment to keep yourself informed of the conditions relating to Internet transactions.


After sales service
 How do I exchange a Lilliputiens product?

If your purchase was made from one of our resellers, we invite you to contact them to assist you in this process.
If your purchase was made on our online store Lilliputiens.be, we will not be able to offer an exchange. It is however possible to exercise your right of withdrawal 14 days after receipt of your order, and therefore to return the product to us which can be refunded subject to a condition allowing its resale. At any time, you can reorder for a more suitable product.


How to return a product as part of a withdrawal?
  • If you purchased this product from one of our resellers, we ask that you please contact this reseller directly who will help you with your efforts.
  • If you purchased this product on our lilliputiens.be eshop, you have 14 days from the date of receipt to notify us of your wish to return, at your expense, a product that does not suit you.

To proceed with the return, simply follow the following steps:

  1. Go to the “Order History” section of your account within 14 days of receipt,
  2. Click on “details” to access the details of the order,
  3. Select the product(s) to return,
  4. Select a return method,
  5. Validate your return by clicking on the “Return a product” button.

Two return methods are available to you:

  • Return by prepaid Colissimo label

You will receive a prepaid return label directly by email which you simply need to stick on your package before dropping it off at a post office, at a partner merchant in the "La Poste" network or in your mailbox.

This return method has the following advantages:

  • Save time: the label is sent directly to you by email upon validation of your request.
  • Cost: you benefit from preferential rates offered by Lilliputiens. Your label will only be charged €5 including tax for a return from France and €8 for a return from Belgium or Spain. regardless of the weight of the returned product (the amount will be deducted from the reimbursement of the product, once it is received).
  • Practicality: you do not need to insert a return slip in your package, all the return information is included in the label.)

  • Returning by your own means

You make your return by your own means, with the carrier of your choice which you will pay directly. If you opt for this return method, we ask you to insert the return slip in the package, available in the “Product returns” section of your account once your return request has been made (otherwise your return cannot be identified correctly upon receipt, which may result in additional processing and reimbursement time).

Please note, you must respect a period of 14 days after receipt of your package to request a return, then return it without waiting (beyond 14 days, the legal period has expired).

The refund will be made to the bank card used during payment, once the returned products have been received and verified by our warehouse.

Lilliputiens will reimburse you for all amounts paid when ordering, namely:

  • The price of the returned product(s)
  • Any shipping costs, unless you exercise your right of withdrawal on only part of the products in the order, in which case the delivery costs will not be refunded to you, these being flat rate.

A deduction of €5 for France and €8 for Belgium and Spain will be applied if you have opted for the “prepaid Colissimo return label” option.

Please note: the processing time for returns is 3 weeks upon receipt of the package in our warehouses.

Products returned incomplete or damaged (including their boxes/packaging) will not be eligible for a refund. You will be responsible for any damage occurring during return shipping. Returned products must therefore be carefully protected and packaged (in the original box or another suitable box) before being returned.


Please note, in the case of a defective product, the procedure is different and an “After-Sales Service” contact form must be completed before any other action: refer to the following section.


What should I do if my Lilliputiens product is defective upon receipt?
  • If you purchased this product from one of our resellers, we ask that you please contact the reseller directly. He will help you with the steps to follow.

In accordance with the law, our products benefit from the legal guarantee of conformity (Case of a product which does not conform to the legitimately expected use or to the description of the seller, to be exercised within two years from the issue of the good) and legal guarantee against hidden defects (Case of a product which contains a hidden defect, to be exercised within two years from the discovery of the defect).

These guarantees are the responsibility of the seller. Thus, in the event that the product was purchased in a store, the warranty is therefore to be exercised, provided that the product is still under warranty, from the seller, the store. Depending on the case, the seller may offer a replacement or refund or resolution of the sale. It is the buyer's responsibility to keep their receipts in order to operate the warranty.

  • In the case of a defective product or a quality problem following a purchase on our site, we invite you to contact us via the “  After-Sales Service  ” form to be put in contact with an advisor who will guide you through approach.

A lot of information will be requested from you in order to best identify the problem and offer you an adequate solution as quickly as possible.
Please be sure to fill out the form with the greatest care to help us provide you with a solution quickly.


My Lilliputiens account
What should I do if I cannot log in to my Lilliputiens account?

Several reasons can complicate and prevent you from logging into your account:

  • Your email address is incorrect . Make sure to enter the email address provided when creating your Lilliputiens account and check the exact spelling (in particular respecting upper and lower case letters, entering points, etc.).
  • Your password is incorrect . Sometimes you forget your password, and you can reset it by clicking on “ Forgotten password ” below the login form. An email will then be sent to the email address provided and associated with the Lilliputiens account. It will contain a new password that you can enter to log in and update via the "My Personal Information" section of your Lilliputiens account.
  • You do not have an account . Your registration may not have been validated on our site. Try to create your account again and make sure you receive the email confirming your registration.

If you still have problems after completing these checks, you can contact us via our “  Other Inquiry  ” form.


How do I modify my personal information and my Newsletter preferences?

You can modify your personal information at any time in the “Personal information” section of your account.
In this section, you can modify:

  • your contact details,
  • your email,
  • your password,
  • your newsletter subscription preferences.

If you wish to exercise your rights of access, rectification, opposition or deletion, you can write to the Lilliputiens Data Protection Officer by completing the “Personal data” form or directly to the following email address: dpo(@)juratoys.com.

To find out more about the use of your personal data, please consult our Personal Data Charter .


We tell you everything about Lilliputiens
Are Lilliputiens toys scalable?

All Lilliputiens toys have that little extra: they excite, amaze and arouse curiosity. They stimulate creativity, fine motor skills, role play... Indeed, they encourage little ones to discover their world through play in an educational way.

Plus, they 'grow' at the same speed as your child's world. What seemed, at first glance, to be just a simple ball, later turns out to be a fairy tale character that even makes noise. A little book which is just a comfort blanket for the youngest, will turn into a journey of discovery thanks to wonderful colorful animals. Thus, Lilliputiens toys allow each child to have fun, learn and develop at their own pace. There will always be new discoveries!


Do we only make toys at Lilliputiens?

Lilliputiens is a Belgian company specializing in the creation of fabric toys for young children. However, our range has expanded greatly over the years and now includes a whole collection of luggage with cool satchels, backpacks, pencil cases, toiletry bags, etc. for the little ones!

Do you want to transform your little one's room into a wonderful world? Lilliputiens also offers a range of childcare and decorative items, so that your child can enjoy their friends while growing up. So you will find storage baskets, poufs, letters and many other decorative objects.

We also have our Little Chef range for budding little chefs. We offer recipe books and utensils suitable for little ones aged 4 and up.


How to maintain Lilliputiens toys?

Most of our toys are machine washable at 30° and low spin. To achieve the best possible result, it is advisable to machine wash the toy in a pillowcase. This way, you prevent loose elements from getting stuck in the machine and you fully protect your Lilliputiens toys.

Some toys are only surface washable. Sometimes you need to remove the sound element from a toy before washing.

Golden rule: individual washing instructions are displayed on the packaging and on the toy label. Read them carefully before washing.


Where can you find Lilliputiens toys?

You can consult the list of Lilliputiens partners on this site, in the ' Where to find us ' section. These points of sale hold the majority of our collections and can, if necessary, order the toy of your choice from our range. In addition, many online sales outlets are also available.