General FAQs

How can I get in touch with your customer service team?
For customer service inquiries only, please E-mail

I emailed your customer service team. When should I expect a response?
We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended according to special circumstances.

Do you offer discounts and promotion?
Yes from time to time we offer discounts and promotions. Sign up for our Newsletter to receive news on special offers.

Which payment methods are accepted?
You can pay in advance, by PayPal, by Credit Card, by Klarna Pay Later or by Klarna Pay Now.

Can I change my order once I've placed it?
Please contact as soon as possible. We will do our best to fulfill your request. But we cannot guarantee that changes can be made to an order that has already been placed.

What method is used for shipping?
All packages are shipped via DHL.

When will my order arrive?
We aim to deliver the orders as soon as possible. Normally your order arrives between 3-5 business days. However, this is a non-binding information and may be delayed under special circumstances.

How much are the shipping costs?
The shipping costs for orders within Germany are 3,99 €. And free shipping for orders over 30 €.
The shipping costs for orders within the EU* are 10,95 €.
* Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Sweden, Slowakai, Slovenia, Spain, Czech Republic, Hungary, Cyprus

Can I return my order?
Personalized items such as pacifiers that you have designed yourself cannot be returned.
You can make use of your right of withdrawal for all non-customized products and send them back to us within 14 days. However, these must be undamaged and in their original packaging. You have to pay the return costs by yourself.
Please remember to include your order and invoice number with your return. In the best case, you should inform us briefly about the return by email to This enables us to process your return particularly quickly and smoothly.

When will my return be refunded?
The refund will be made after we have received the goods back. The amount will be refunded using the payment method selected when ordering.

My items arrived damaged. What should I do?
Please contact us immediately after receiving the order at Please send us photos of the damaged product (s), stating your order number.

I received the wrong item. What should I do?
Please contact us immediately after receiving the order at Please send us a photo of the erroneously delivered item, stating your order number.

The face mask doesn't fit, can I send them back?
With us, face masks are hygiene products and can therefore only be returned unopened.

Are your products safe?
Yes, all of our products go through various quality tests and correspond to the respective product-typical standard.

Which pacifier size is right for my baby?
In the Baby-Nova-Shop there is a large selection of soothers from different manufacturers in different sizes.
Baby-Nova pacifiers are available in 5 different sizes. The size Uni is suitable from 0 to 24 months. Size 0 is suitable from 0-2 months, size 1 from 0-6 months, size 2 from 6-18 months and size 3 from 18 months.
Dentistar pacifiers are available in 4 different sizes. Size 0 is suitable for babies from 0-2 months, size 1 from 0-6 months, size 2 from 6-14 months and size 3 from 14 months.