Yes! All sets on our website can be customized in your choice of colors from our range. 

1. When viewing a play set, simply select the option ‘Pick your colors’ and pick the preferred shades outside of our standard pre-set color combinations before adding the item to your cart. 
2. By contacting our custom orders team at custom@iglusoftplay.com if you wish to order a play set outside of the standard selection of pieces, sizes, or to order a set partially or create a new design.

Yes, you can! Our store allows you to use multiple gift cards in a single purchase.

No, only one discount code can be applied per order.

Some shapes may be available individually. If not part of our standard range, they may be produced as a custom item with additional cost and lead time.  Please contact us at custom@iglusoftplay.com

Yes, as long as your order hasn't been delivered yet.

• Not shipped yet: contact us at info@iglusoftplay.com to request an exchange.
• On its way (you've received a tracking number): contact us at info@iglusoftplay.com with your request, then refuse delivery of the original parcel.
• Already delivered: exchanges aren't possible, but our standard return process applies.

No. Our discount codes do not stack up on top of items that are already on sale or part of a promotion.

No. Custom orders can't be refunded once the order has been paid for and put into production, and they can't be returned.

Custom orders usually take 4–6 weeks, depending on the volume and complexity of the order.
Prices are displayed on our website, or you can request a quote at custom@iglusoftplay.com.

Please contact us immediately at info@iglusoftplay.com. The sooner you get in touch, the easier it is for us to help.

• Within the first hour: Immediate refund
• After 24 hours: Refund not guaranteed to be immediate
• Order already shipped: Refuse the delivery, and we’ll refund you once the courier confirms the return, or once the parcel is back at our warehouse.

Yes. Please contact us immediately at info@iglusoftplay.com if you'd like to change any of the following:

• Color
• Quantity
• Product type
• Delivery address
• Personal details
• Invoice details

The sooner you contact us, the more likely we can make the change before your order ships.

• Latvia: 2–3 business days
• European Union: 7–10 business days. Select your EU country in the top right corner of our website to see the delivery estimate on each product page.
• United Kingdom: up to 3 business days from our UK warehouse (often next-day delivery), or around 10 business days from Latvia
• United States: within 5 business days from our US warehouse, or 3–4 weeks from Latvia
• Other countries outside the EU: around 15 business days

Yes, we do! You can view our full list of shipping countries at checkout.If your delivery country is not listed, please contact us at info@iglusoftplay.com, and we will be happy to provide more details and shipping options for your location.

The shipping cost is displayed at checkout before you make your payment, so you’ll always know the full price before completing your order.

Pre-ordered products are usually prepared and shipped between 4 and 6 weeks.

You can return eligible items within 30 days of receiving your order. Items must be unused, in their original condition and original packaging, with all original tags attached.

1. Email our customer support at info@iglusoftplay.com to start your return, with the requested photos and/or video.
2. We'll review your request and send you instructions for returning the item.
3. Send the item back.
4. Once we receive the item and confirm it meets our return conditions, we'll refund the purchase price (excluding shipping costs) within 3–7 business days.

For full details, please see our Return and refund policy.

There are no customs fees for orders to the US or UK. Please note that international trade and export regulations are subject to change based on evolving national policies. We recommend reviewing the most up-to-date customs information prior to ordering. 

For other countries outside the EU, customs duties and import taxes may apply when your order arrives. These charges are set by local authorities and are the customer's responsibility. If you're not sure, please contact us at info@iglusoftplay.com or your local Post Office. 

Some IGLU play sets are shipped in separate parcels due to size and weight restrictions set by courier companies. For this reason, large orders may be split into multiple shipments.
Each parcel may have its own tracking number, and deliveries can sometimes arrive on different days, depending on the courier’s routing and handling.

Once a returned item is received and checked, refunds are usually processed immediately. Bank processing times vary (typically 2–5 business days).

During peak seasons, deliveries can take a little longer than usual. It's also normal for larger orders to arrive in separate parcels at different times. If your delivery takes longer than the estimated delivery time, please contact us at info@iglusoftplay.com

Custom orders can't be returned once they've been paid for and put into production.

Yes. Please report any damage immediately, within 2 days of receiving your order, with photos or a video. Damage reported later than 2 days after delivery is considered to have been caused after delivery, so the order can't be returned or refunded. Please report the damage along with the pictures/video via email to info@iglusoftplay.com

Yes. You can send an order back by refusing the delivery when the courier arrives. Please let us know at info@iglusoftplay.com, so we can process your refund once the parcel is back with us.

Yes. All IGLU products come with a 2-year warranty, which covers zippers and seams. To make a warranty claim, please contact info@iglusoftplay.com with photo evidence and a description of the issue.

Please see our Return and refund policy. If you received the wrong item or color, there is no return fee.

The Connecting Strips join the main pieces of your set together, so they stay in place during play. If a Connecting Strip is missing or damaged, please contact our customer support at info@iglusoftplay.com.

Our products are made from PE foam, known for being lightweight yet firm and supportive, and covered with PVC artificial leather that is durable, easy to clean, and soft to the touch.

Yes — all our materials are BPA- and phthalate-free, ensuring they are safe for children and compliant with international safety standards.

Wipe the surface with a soft cloth and mild soap or disinfectant. Avoid harsh chemicals, abrasive sponges, or excessive moisture. For more tips, see our guide: Cleaning Up the Fun

Our products are tested in accordance with EN71-2:2011: Toy Safety

Our products are also tested in accordance with ASTM F963 and ASTM/CPSIA/CA Prop 65

You can find the full list of certificates and regulations here: Legal notice

IGLU pieces can comfortably hold an adult's weight, so they're more than strong enough for children.

The Connecting strips are attached to the parcel that your order arrives in. Please check the box carefully before discarding. They can be found in a pouch on the side of the box.

• Place the first two shapes side by side.
• Attach one Velcro strip across the base where the two shapes meet, to lock them together.
• Place the third shape next to the second one.
• Attach the second Velcro strip across that new gap.

Please keep your IGLU set at a normal room temperature and avoid extreme heat or cold, for example, direct contact with heaters, radiators, or sunlit windows.

Yes. The foam can form creases if something presses on it for a long time. A gentle massage, a warmer room temperature, and 2–3 weeks without pressure will usually even it out.

Yes, it is perfectly fine to have pets and IGLU. However, we recommend keeping an eye on pets when they’re near your IGLU set. Sharp claws and chewing can damage the leather cover and the foam underneath. 

Yes! Please register as a EU business customer here: For Business Customers

Please contact us at info@iglusoftplay.com with the following information:

• Company name
• Registration number
• VAT number
• Delivery address
• Delivery recipient's name and phone number
• The order you have in mind, color, and quantity.

Yes, it's possible for businesses to place custom orders

1. When viewing a play set, simply select the option ‘Pick your colors’ and pick the preferred shades outside of our standard pre-set combinations before adding the item to your cart. 
2. By contacting our custom orders team at custom@iglusoftplay.com if there is a wish to order a play set outside of the standard selection of pieces, sizes, wish to order a set partially or create a new design.

Yes, we do have a newsletter! Log in to your IGLU account and tick the box "Email me with news and offers." You'll then be the first to hear about our sales, new products and special offers.

No, only one discount code can be applied per order.

No. Our discount codes do not stack up on top of items that are already on sale or part of a promotion.

Please contact us at info@iglusoftplay.com with the code you're using and the items in your basket, and we'll be happy to help.