FAQ
Frequently asked questions
General information
Yes, we only sell original LEGO® products. This is checked continuously.
8:00 a.m. - 3:00 p.m. By telephone and 24 hours a day by email onlineshop-support@bricktakeover.com
Shipping & Delivery
We will inform you about the expected delivery time of your order in the order overview and in your order confirmation email - however, this time may vary depending on the items selected and the shipping method.
Please give us some time to prepare your order for shipping. We usually ship orders within 24 hours, but some orders may take a little longer.
Yes that works! Our shipping partners DHL and DPD always send you an email to announce the package. You can use this to specify your desired delivery location, such as a parcel shop, or change the delivery day.
If the parcel delivery person doesn't find you, you can use the shipment tracking to see whether your parcel was delivered to a neighbor or to a branch, for example. In some cases a new delivery attempt will also be made.
Please check the tracking to see if the package was dropped off at a neighbor's house. If it is not with a neighbor and the shipping status has not changed for 5 days, please contact us - you can find our contact options below.
If only the package was damaged and you want to send something back, you can simply use packaging of your choice for the return.
We ask for your understanding that we cannot replace damaged shipping material.
For this, a damage report to DHL is required. Please send us photos of the packaging onlineshop-support@bricktakeover.com and tell us your order number. We will then explain to you how to proceed.
Return & Refund
Simply send your items in the packaging of your choice to:
Brick Takeover GmbH
Leibnizstrasse 7
97204 Höchberg
In order to be able to process your return as quickly as possible, please include the delivery note you received or other proof in the package.
After checking the return, we will immediately refund the amount using the payment method you previously chose. With some payment providers this process can take 1-3 business days. We ask for your understanding here.
In principle this is not a problem. However, we would like to ask you to contact our support beforehand and coordinate this.
In the worst case scenario, complications can arise if you simply send different orders at the same time.
Payment
Possible reasons why a payment method is not available
Delivery and billing addresses do not match. If you want to have your order delivered to a DHL Packstation, this can also exclude payment by invoice in rare cases.
The name and address combination could not be found. This can be the case with typographical errors, moving, marriage or relocation.
There is still an outstanding amount for another order - which sometimes just means that a transfer has not yet been credited to our account or a return has not yet been recorded.
Like other platforms and shops, we let independent credit agencies help us assess your creditworthiness. In some cases, their data may mean that you cannot pay for your order by invoice.
Unfortunately, if you order in advance, purchase on account cannot be offered due to deadlines
We reserve the right not to offer a payment method for some orders.
Check whether there are any outstanding orders and settle them. If your delivery and billing address entries do not match, you can adjust them before completing the order.
Please understand that our customer service has no way of unlocking a payment option for you if it is not offered to you.
Our service staff cannot understand why you cannot order using your preferred payment method. Here too, protecting your data comes first for us.
With every order we check which payment method we can offer. It may be that your payment method will be available again for your next order.
If you are not offered all payment methods, you will still have access to all of our other services and benefits.
Your return will always be credited according to the payment method you chose when ordering.
When will I receive confirmation of my return?
After we receive your return, we will check what you sent back. Please allow up to 2 business days for us to confirm your return.
This is how the purchase amount is credited depending on the payment method:
Credit card:
The credit will be credited back to the credit card account we debited. You will be able to see the chargeback on your next credit card statement. It may happen that the chargeback date on it is the same as the payment date.
PayPal:
The credit will be credited to the PayPal account you use. You can decide for yourself in PayPal whether the amount will be deposited into your PayPal account or returned to your bank account.
Gift voucher:
The refund will be made as a credit to your originally selected voucher card. A cash payment of the credit is not possible. If you have combined the gift voucher with another payment method, we will offset the voucher value against the items you keep. We will refund the additional amount paid according to your chosen other payment method.
Klarna invoice or immediate purchase:
We will forward your refund to Klarna and then refund it there using your payment method.
Amazon Pay:
We will forward your refund to Amazon Pay and credit it to your account.
You will receive your invoice in your order confirmation sent by email:
If you no longer have this email, please feel free to contact our colleagues in support (onlineshop-support@bricktakeover.com) report. We would be happy to help you here.
Order
If you wish to make a change or cancellation, please contact us directly.
onlineshop-support@bricktakeover.com
We need the following information from you if you ordered the wrong product:
Order number, name of the wrong product, correct product (size/color)
We need the following information from you if you would like to have an address changed:
Order number, previous address information, new/correct address
We need the following information from you if you want to cancel an order:
Order number
We will forward the change request to our shipping service provider.
Unfortunately, we cannot guarantee that the change can still be made.
If the order is not yet packed, please feel free to contact us and inform us of the change. We will then try to implement this.
For this we send a request to our logistics team.
Unfortunately, we cannot guarantee that the change can still be made.
Please contact us via one of the Contact options. Give us your order number and the incorrect item. We'll be happy to take care of it.
Are the items ordered intact?
If only the package was damaged and you want to send something back, you can simply use packaging of your choice for the return.
We ask for your understanding that we cannot replace damaged shipping material. Is an item damaged or missing during shipping?
Please contact us via one of the Contact options. If you give us your order number, we can help you particularly quickly.
My customer account
You must first confirm your email address. To do this, click the link in the email we sent you. Sometimes emails end up in the spam folder. Please make sure that the email has not ended up in the spam folder.
You can register for our newsletter using the following link and receive an additional 10% discount on your next order:
You can also scroll to the bottom of any of our newsletters and unsubscribe there - the email may be too long so you have to select “Show full email” first.
Would you like to change your name, password or email address?
Please contact us directly via the known ones Contact options. We will be happy to help you adjust your data
Has your delivery address changed?
You can adjust the address in your customer account under Addresses for future orders.
Have you forgotten your password?
If you don't remember your password, you can simply change it at Login reset. Enter the email address with which you are registered in our shop. We will send you an email with a link to reset your password.
How can I delete my customer account?
If you would like to delete your customer account, contact Please contact us directly with your request. Please note that we cannot delete your account until:
- all outstanding amounts have been paid
- you have received any refunds due from us
- There is no longer any credit left in your customer account from redeeming a gift voucher
- none of your orders are in transit
If one of the above requirements is not met, we cannot delete your account immediately. In this case, we first ask you to clarify any outstanding matters if possible. We ask for your patience regarding pending refunds and orders in transit.
Do you still have questions?
If your questions are still not answered, please feel free to contact us using the information below. We will process your request as quickly as possible.