Frequently Asked Questions
Welcome to our FAQ page! Here you’ll find answers to the most common questions about our products, orders, and services. Our goal is to provide you with a pleasant and transparent shopping experience. If you have a question that is not answered here, please don’t hesitate to contact us directly. We’re happy to assist you!
Welcome to our FAQ page!
Our Senger animals are made by hand using carefully selected organic materials. This makes each one unique and a little different from conventional cuddly toys. They may feel or smell different at first, and their appearance can change over time as they become familiar companions.
Here you’ll find helpful tips and answers to the most common questions about your Senger animal, our products, and your orders.
If you have a question that is not answered here, please don’t hesitate to contact us directly. We’re happy to assist you!
To warm the cherry, grape seed, or spelt pillow, please remove it from the cuddly toy, as only the inner pillow may be heated. Simply open the zipper on the belly of the toy and take out the pillow.
The cherry or grape seed pillow can be warmed in the oven at a maximum of 75°C (167°F) for 3-5 minutes. The spelt pillow should also be heated in the oven at a maximum of 75°C (167°F) for 2-3 minutes. We recommend wrapping the pillow in a cotton cloth to ensure gentle and even heating. Alternatively, the spelt pillow can be warmed in an environmentally friendly way on a radiator or by body heat while cuddling.
Important: No pillow should be heated in the microwave, as it may burn. Additionally, make sure that the pillow does not become too hot to avoid burns, especially on delicate baby skin.
Heat retention note: Spelt husks are only the outer shells of spelt grains and store heat differently than cherry or grape seeds. While the spelt pillow warms up through the air trapped in its cavities, cherry and grape seeds retain heat for longer and release it slowly.
The cherry or grape seed pillow can be warmed in the oven at a maximum of 75°C (167°F) for 3-5 minutes. The spelt pillow should also be heated in the oven at a maximum of 75°C (167°F) for 2-3 minutes. We recommend wrapping the pillow in a cotton cloth to ensure gentle and even heating. Alternatively, the spelt pillow can be warmed in an environmentally friendly way on a radiator or by body heat while cuddling.
Important: No pillow should be heated in the microwave, as it may burn. Additionally, make sure that the pillow does not become too hot to avoid burns, especially on delicate baby skin.
Heat retention note: Spelt husks are only the outer shells of spelt grains and store heat differently than cherry or grape seeds. While the spelt pillow warms up through the air trapped in its cavities, cherry and grape seeds retain heat for longer and release it slowly.
Each of our plush animals is cleaned with compressed air, brushed, and vacuumed after production. However, loose fibers, especially when removing the inner cushion, cannot be completely avoided.
Our white plush is only washed after weaving and is neither dyed, bleached, nor chemically treated. Since cotton is a natural fiber, individual fibers may stick out – similar to human hair. While dyed fabrics hold fibers together more tightly, undyed cotton fibers remain looser. As a result, white plush may shed more initially, which is completely harmless.
Excess fibers will naturally reduce over time with use or can be easily removed. The best way to do this is with a vacuum cleaner’s upholstery attachment or by thoroughly shaking it out outdoors.
Our white plush is only washed after weaving and is neither dyed, bleached, nor chemically treated. Since cotton is a natural fiber, individual fibers may stick out – similar to human hair. While dyed fabrics hold fibers together more tightly, undyed cotton fibers remain looser. As a result, white plush may shed more initially, which is completely harmless.
Excess fibers will naturally reduce over time with use or can be easily removed. The best way to do this is with a vacuum cleaner’s upholstery attachment or by thoroughly shaking it out outdoors.
If the plush animal gets dirty, coarse dirt can first be removed with a brush. Since we use only high-quality natural fibers and avoid polyester, intensive cleaning is usually not necessary.
Our animals filled with pure sheep’s wool should only be hand-washed with mild wool detergent. Strong spinning must be avoided, as it causes irreversible clumping of the wool. The water temperature should be low, and plenty of water should be used. First, soak the plush animal in clear water of the same temperature, then dissolve some wool detergent and gently move the toy in the water – do not rub, brush, spin, or wring.
After washing, carefully squeeze out excess water and let the plush animal dry on an absorbent towel. Turn it regularly and gently "fluff it up" to speed up the drying process. The initial wool smell will disappear once completely dry.
Plush animals filled with cotton can also be washed by hand or in a gentle cycle with mild detergent. Avoid strong spinning here as well, as it may cause clumping – a natural characteristic of organic fibers.
Our animals filled with pure sheep’s wool should only be hand-washed with mild wool detergent. Strong spinning must be avoided, as it causes irreversible clumping of the wool. The water temperature should be low, and plenty of water should be used. First, soak the plush animal in clear water of the same temperature, then dissolve some wool detergent and gently move the toy in the water – do not rub, brush, spin, or wring.
After washing, carefully squeeze out excess water and let the plush animal dry on an absorbent towel. Turn it regularly and gently "fluff it up" to speed up the drying process. The initial wool smell will disappear once completely dry.
Plush animals filled with cotton can also be washed by hand or in a gentle cycle with mild detergent. Avoid strong spinning here as well, as it may cause clumping – a natural characteristic of organic fibers.
Our fabrics are gently dyed and not chemically treated. As a result, they are more sensitive to moisture. Discoloration usually occurs when the pet remains damp for too long or does not dry evenly. Often, a gentle wash cycle helps. It’s important to let the toy dry thoroughly afterward. This is a characteristic of natural materials, not a defect.
Our lifelong companions are filled with pure sheep’s wool from controlled organic farming. This natural fiber offers many benefits: It filters pollutants from the air, regulates temperature, and absorbs moisture.
The natural wool scent comes from lanolin, a wool fat that protects the fibers and keeps them soft. It prevents the wool from drying out and makes it water-repellent. Over time, the scent fades but remains slightly noticeable. After washing, it may initially be stronger but will subside again. Fresh air helps reduce the scent, or alternatively, the plush toy can be placed in the freezer (dry) for a few hours and then thoroughly dried.
The natural wool scent comes from lanolin, a wool fat that protects the fibers and keeps them soft. It prevents the wool from drying out and makes it water-repellent. Over time, the scent fades but remains slightly noticeable. After washing, it may initially be stronger but will subside again. Fresh air helps reduce the scent, or alternatively, the plush toy can be placed in the freezer (dry) for a few hours and then thoroughly dried.
We deliver to Germany, Austria, Belgium, Spain, France, Italy, Luxembourg, Netherlands and Sweden.
The delivery time is usually 2-5 workdays.
Germany
Delivery is free for all orders 50€ and over.
Postage for orders under 50€ is 3,90€.
Other countries
Delivery is free for all orders 50€ and over.
Postage for orders under 50€ is 7,90€.
Your ordered goods will be delivered to you by our logistics partner DPD in Germany and Austria. All other countries are delivered by DHL.
We offer the following payment methods:
Credit card (Visa, Mastercard)
direct debit
PayPal
Your payment will be recorded in the system immediately so that your order reaches you as quickly as possible.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer either online or by phone, you have the right to cancel your contract (order) at any time up to 14 calendar days after the day on which you received the goods.
If you wish to return an item. Please contact our Customer Services team on +49 6400-95 87 260 or email info@senger-naturwelt.de with your full name, order number, address, telephone number and the date on which your order was placed/received. We will contact you to confirm we have received notification of your wish to cancel. For returns within Germany, please send the goods to our returns address at your own expense. As soon as we have received the return, we will credit the corresponding amount to your original form of payment within 14 days.
Of course we will look into your case. Please contact our Customer Services team on +49 6400-95 87 260 or email info@senger-naturwelt.de your full name, order number, address, phone number and information concerning the damaged toy:
picture of the damage
detailed description of the damage/ 1 copy of invoice / receipt
Your favorite item is sold out or you want to experience our toys up close? Check out our partner stores online to find your friend for life.
Can’t find the information you’re looking for?
If you have a question that is not answered here, please don’t hesitate to contact us directly.
Contact us here info@senger-naturwelt.de