Shipping policy

Shipping & Delivery Policy

Last updated: 5 August 2026

Welcome to QPlay's Shipping & Delivery Policy. QPlay is operated by QPlay GmbH, a company registered in Germany (Amtsgericht Köln, HRB 90621). QPlay sells and ships children's bikes and related products to customers in 28 European countries from our fulfilment facility in the Netherlands.

This policy explains our order processing time, delivery estimates, shipping costs, carrier information, order tracking, taxes and duties, fulfilment details, and other important shipping information.

This policy applies to orders placed through https://www.qplayy.com/.

 

1. Shipping Summary

Orders are shipped with DPD from our Netherlands fulfilment facility.

Our order processing time is 0–1 business day. Orders placed before the daily cut-off time are normally dispatched the same business day.

Shipping costs and delivery estimates depend on your delivery country. Total estimated delivery time below is the sum of our 0-1 business day processing time and the DPD carrier transit time, and is expressed in business days.

Destination

Standard Shipping

Free Shipping From

Carrier Transit

Total Estimated Delivery

Netherlands

€4.95

€20.00

1-2 days

1-3 business days

Belgium

€4.95

€20.00

1-2 days

1-3 business days

Germany

€4.95

€20.00

1-2 days

1-3 business days

Denmark

€10.00

-

1-2 days

1-3 business days

France

€5.95

€25.00

2-3 days

2-4 business days

Luxembourg

€5.95

€25.00

2-3 days

2-4 business days

Croatia, Czech Republic, Estonia, Greece, Hungary, Ireland, Italy, Liechtenstein, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

€6.95

€50.00

3-5 days

3-6 business days

Finland, Latvia, Lithuania

€12.95

-

3-5 days

3-6 business days

Cyprus

€13.99

-

5-8 days

5-9 business days

Bulgaria

€25.00

-

5-8 days

5-9 business days

Liechtenstein is outside the EU customs union. Orders to Liechtenstein may be subject to import duties or clearance charges that are not collected by QPlay at checkout - see Section 11.

Order cut-off time: 4:00 PM CET/CEST, Monday to Friday.

Orders placed after the cut-off time, on weekends, or on public holidays will begin processing on the next processing business day.

Processing business days are Monday to Friday, excluding public holidays affecting our operations, our fulfilment partner, DPD, or local delivery networks.

 

2. Shipping Costs

Standard shipping rates are charged per order and vary by delivery country:

Zone

Countries

Standard Rate

Free Shipping From

Core

Netherlands, Belgium, Germany

€4.95

€20.00

France & Luxembourg

France, Luxembourg

€5.95

€25.00

Extended EU

Croatia, Czech Republic, Estonia, Greece, Hungary, Ireland, Italy, Liechtenstein, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

€6.95

€50.00

Denmark

Denmark

€10.00

-

Nordic & Baltic

Finland, Latvia, Lithuania

€12.95

-

Cyprus

Cyprus

€13.99

-

Bulgaria

Bulgaria

€25.00

-

Free shipping applies automatically at checkout where the order value meets the threshold for your delivery country. No code or action is required.

Where no free shipping threshold is shown, the standard rate applies to all orders regardless of order value.

The exact shipping cost for your order is always calculated and displayed at checkout before you complete your purchase.

All prices shown at checkout are in Euro (EUR) and include VAT where applicable.

Any applicable import duties or customs charges that are not collected by QPlay at checkout may be charged separately by customs authorities or carriers - see Section 14.

 

3. Shipping Destinations

We currently ship to the following 28 countries:

Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

If your delivery country is not available at checkout, we do not currently ship to that location. This includes the United Kingdom, which we do not serve at present.

We are working to expand our delivery network. If you would like to be notified when we begin shipping to your country, contact us at info@qplayy.com.

 

4. Fulfilment Facility

Orders are fulfilled and dispatched from our logistics partner's facility in the Netherlands:

Cornelissen Logistics Goudwerf 15 6641 TE Beuningen Netherlands

This facility handles order packing, dispatch, and inventory management. It is not our registered business address - our registered business address is listed in Section 17.

For returns, please always follow the instructions in our Returns & Refund Policy before sending any item back. Returns are processed at a separate address - full details are provided in that policy.

 

5. Order Processing

Orders begin processing after your order has been successfully placed and payment has been confirmed.

Our order processing time is 0–1 business day.

Orders placed before the cut-off time of 4:00 PM CET/CEST, Monday to Friday are normally dispatched the same business day. Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next processing business day.

During order processing, we prepare your item for dispatch, carry out any necessary order checks, and hand the order to DPD for delivery.

Processing may be extended during peak periods, promotional events, or unexpected operational delays. If there is a significant delay with your order, we will contact you where possible.

 

6. Delivery Timeframes

Delivery estimates are based on your delivery country and are calculated in business days.

The total estimated delivery time includes our 0–1 business day order processing time and the estimated DPD carrier transit time.

Because all orders are dispatched from our fulfilment facility in the Netherlands, delivery times increase with distance from the Benelux region.

Destination

Processing

Carrier Transit

Total Estimated Delivery

Netherlands

0-1 day

1-2 days

1-3 business days

Belgium

0-1 day

1-2 days

1-3 business days

Germany

0-1 day

1-2 days

1-3 business days

Denmark

0-1 day

1-2 days

1-3 business days

France

0-1 day

2-3 days

2-4 business days

Luxembourg

0-1 day

2-3 days

2-4 business days

Croatia

0-1 day

3-5 days

3-6 business days

Czech Republic

0-1 day

3-5 days

3-6 business days

Estonia

0-1 day

3-5 days

3-6 business days

Finland

0-1 day

3-5 days

3-6 business days

Greece

0-1 day

3-5 days

3-6 business days

Hungary

0-1 day

3-5 days

3-6 business days

Ireland

0-1 day

3-5 days

3-6 business days

Italy

0-1 day

3-5 days

3-6 business days

Latvia

0-1 day

3-5 days

3-6 business days

Liechtenstein

0-1 day

3-5 days

3-6 business days

Lithuania

0-1 day

3-5 days

3-6 business days

Malta

0-1 day

3-5 days

3-6 business days

Monaco

0-1 day

3-5 days

3-6 business days

Poland

0-1 day

3-5 days

3-6 business days

Portugal

0-1 day

3-5 days

3-6 business days

Romania

0-1 day

3-5 days

3-6 business days

Slovakia

0-1 day

3-5 days

3-6 business days

Slovenia

0-1 day

3-5 days

3-6 business days

Spain

0-1 day

3-5 days

3-6 business days

Sweden

0-1 day

3-5 days

3-6 business days

Bulgaria

0-1 day

5-8 days

5-9 business days

Cyprus

0-1 day

5-8 days

5-9 business days

Deliveries to island destinations, remote regions, and non-mainland territories (including the Spanish and Portuguese islands, Greek islands, and Malta) may take longer than the estimates shown above.

Delivery estimates are not guaranteed delivery dates. Actual delivery times may vary due to DPD or local carrier delays, customs processing, local delivery conditions, public holidays, weather disruptions, incorrect address details, or other circumstances outside our control.

If your order has not arrived within the estimated delivery timeframe, please contact us at info@qplayy.com with your order number.

 

7. Carrier and Delivery Partners

Orders are shipped with DPD. You can find DPD's national websites, depot information, and parcel shop finder at https://www.dpd.com/.

Depending on your delivery country and local delivery network, DPD may work with local delivery partners for final-mile delivery. The carrier shown on your tracking page may reflect DPD or a local delivery partner responsible for delivery in your area.

Tracking information will be provided where available once your order has been shipped.

 

8. Shipping Confirmation and Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with tracking information where available.

You can use the tracking link provided in your shipping confirmation email to monitor your delivery status with DPD.

You can also track a parcel directly using your DPD parcel number at https://www.dpd.com/tracking, or via the DPD website for your own country, reachable from https://www.dpd.com/. Many DPD country sites also let you redirect a parcel, choose a pickup point, or set a delivery preference while the parcel is in transit.

Please allow some time for tracking information to update after your order has been dispatched. Tracking updates may not appear immediately after your shipping confirmation is sent.

Split or partial shipments: If your order contains multiple items, they may occasionally be dispatched in separate parcels and arrive on different days. Where this happens, you will receive separate tracking information for each shipment where available, at no additional shipping cost. If part of your order has arrived and the remaining items have not arrived within the estimated timeframe, please contact us at info@qplayy.com.

 

9. Delivery Address Accuracy

Please ensure your shipping address is complete and accurate before placing your order.

QPlay is not responsible for delays, failed deliveries, or additional costs caused by incorrect, incomplete, or outdated address information provided at checkout.

If you need to update your delivery address after placing an order, contact us as soon as possible at info@qplayy.com. We will do our best to assist, but cannot guarantee changes once an order has been processed, dispatched, or handed to DPD or a local delivery partner.

 

10. Undeliverable Packages, Refused Delivery, and Failure to Collect

If a package cannot be delivered because the address provided was incorrect or incomplete, delivery was refused, or the package was not collected from a pickup point or delivery location, the package may be returned to our fulfilment facility or held by DPD.

In such cases, reasonable return shipping or handling costs may be deducted from any applicable refund, unless prohibited by applicable consumer protection law.

We will contact you where possible before any deduction is made.

 

11. Customs, Import Charges, and Returned Shipments

Orders shipped within the European Union are dispatched under EU single-market rules and are not subject to customs duties or import charges between EU member states.

Liechtenstein: Liechtenstein is not part of the EU customs union. Orders shipped to Liechtenstein may be subject to import duties, VAT, or customs clearance charges that are not collected by QPlay at checkout. You may be required to pay these charges to DPD or the local customs authority before your package can be released for delivery. If you are unsure whether duties or clearance fees apply to your order, we recommend checking with your local customs authority before placing your order.

Useful authorities if you want to check the rules that apply to you:

If a shipment is refused at customs, abandoned, or returned to us because import charges were not paid or required customs information was not provided, the order may be treated as an undeliverable package as described in Section 10. Reasonable return shipping and handling costs may be deducted from any applicable refund, unless prohibited by law.

 

12. Lost, Delayed, or Damaged Shipments

If your shipment appears to be lost, significantly delayed, or damaged during transit, please contact us at info@qplayy.com with your order number and any available tracking information.

Tracking shows delivered, but you have not received the package: First, please check around your delivery location (porch, mailbox, with neighbours or household members), as carriers sometimes mark a package as delivered shortly before final drop-off or leave it in a safe place. If you still cannot locate the package within 2 business days of the delivery scan, contact us at info@qplayy.com with your order number. We will open an investigation with DPD and, depending on the outcome and applicable consumer protections, arrange a replacement or refund where the package is confirmed lost.

If your item arrives damaged, defective, incomplete, incorrect, or not as described, please contact us as soon as possible and include photos or videos showing the issue where available. We will review the matter and provide an appropriate remedy in accordance with applicable consumer protection laws.

If only the outer packaging is damaged but the product itself is complete, undamaged, and fully functional, this does not normally qualify as a product defect.

 

13. Packaging

All QPlay orders are packaged carefully to protect the product during transit.

Our products are shipped in protective packaging designed to reduce the risk of damage during handling and delivery.

If your product arrives damaged despite the packaging, please contact us at info@qplayy.com with your order number and photos of the product and packaging where available.

 

14. Taxes, Duties, and Customs

All prices shown on the Store include VAT and are displayed in Euro (EUR). The applicable VAT and total order cost will be shown at checkout before you place your order.

For orders shipped within the European Union, no additional customs duties or import charges apply between member states.

For orders shipped to Liechtenstein, import duties, VAT, or customs clearance fees may apply and may not be collected by QPlay at checkout - see Section 11 for details.

Any charges imposed by customs authorities, carriers, or payment providers outside our control remain the responsibility of the customer.

 

15. Payment and Order Confirmation

Your order will only be processed after payment has been successfully completed and the order confirmed.

Payments are processed securely via Shopify Payments. Accepted payment methods are shown at checkout.

For security and fraud-prevention purposes, some orders may require additional verification before processing. If this applies to your order, we may contact you using the details provided at checkout.

 

16. Customer Service

For questions about your shipment, delivery, tracking, or order status, please contact us:

Email: info@qplayy.com Phone: +34 651 54 13 96 Customer service hours: Monday–Friday, 9:00–17:00 CET/CEST (Amsterdam time) Response time: We aim to respond within 8 hours on business days.

 

17. Company Information

Store name: QPlay Legal business operator: QPlay GmbH Commercial register: Amtsgericht Köln, HRB 90621 VAT ID: DE321170983 Registered business address: Neumarkt 39, 50667 Köln, Germany Email: info@qplayy.com Phone: +34 651 54 13 96

 

18. Related Policies

Returns & Refund Policy | Right of Withdrawal | Terms and Conditions | Privacy Policy | Cookie Policy | Legal Notice (Impressum) | Contact | FAQ