FAQ
Game collection & production
We dedicated a whole page to this often asked question, please have a look there:
All our products are tested in Germany by certified institutes for conforming to the safety requirements for toys specified by European standard EN71. This covers a range of aspects, such as the non-toxicity of printing paints, small pieces posing a risk of being swallowed by infants, and many others. The standard has been tightened only recently and you may rest assured that our products pose no risk to players.
Unless explicitly stated otherwise, our games are certified for ages 3 (36 months) and above.
Please find information on the materials from which a particular game is made in the product description of that game.
Wherever possible, we use paper, cardboard, and wood, and we constantly work to make it possible for more of our products. (In 2021, for instance, we substituted the standard, non-customised plastic boxes for playing cards with boxes made from cardboard.)
Nearly all of our woods are sourced from sustainable forestry of Eurepean forests. Since the palette of relevant certificates—such as FSC, PEFC, Naturland, etc...—for our various products is constantly changing, it is not feasible to update this information at every turn. If you have a question regarding a particular product, we would therefore ask you to just send your request to support@luudoo.com
There are some products, the Rubik's Cube for instance, for which we haven't found a viable material to replace the use of—in the case of the Cube—plastic, or other non-sustainable materials.
You may find detailed information regarding dimensions and any other relevant specifications of a game's components on the product page.
Design
We have worked hard to make our design tool as easy and intuitive to use as possible. We therefore recommend to simply start designing. A few more notes on the tool:
Structure of the online design tool
The core part of our online design tool is the editing window with a grey background. It features a few buttons, tabs for the various game components, and a red 'Next' button, which leads you from one game component to the next. On the right side, there are vertical boxes showing our design templates, your uploaded images, colour choices etc.
Uploading and inserting images
The grey editing window shows you the current game component. Areas, where you may insert images ('insert areas'), are marked with a corresponding text and pulsate in red. There are two methods for inserting images here:
Drag & Drop: Click the coloured box 'My images' on the left. Choose one of your uploaded images and drag it into the pulsating insert area.
Click: Click the chosen insert area. The box 'My images' will automatically open, and the available images will pulsate for a brief moment. Click the chosen image and it will be inserted. The other way around, clicking your chosen image first, and the chosen insert field second, will work exactly the same.
Placing and editing inserted images
Once you have inserted an image, you can move it around with your touchpad, mouse, or keyboard keys. In addition, the corners of the image will show editing symbols to adjust size, rotate or others.
Currently, text can only be added by including the text into the picture that you upload to our website.
For technical reasons, we recommend to only use JPG and PNG files may be used.
PDFs are also an option, but we can't guarantee that what will be printed exactly mirrors what you see on your screen, due to the complexity of these files and some nasty encounters we had with badly coded PDFs in the past.
That is possible. For technical reasons, however, we often print a background colour — usually black or white — that is shown as soon as you insert your image.
In order to make the design process as easy as possible for you, all inserted images are automatically tested by our system for sufficient image resolution. Should image resolution be too low, one of the following warning alerts is shown:
Resolution still useable
Resolution is useable, but not optimal. Some small text might be hard to read or edges not perfectly crisp.
Resolution insufficient
The resolution will lead to an outcome which we would consider unacceptable. The print will look pixellated or smeared and therefore should be replaced.
We recommend not to crop your images prior to upload. Without cropping, you will keep maximum flexibility as you position your image.
In general, adequate image resolution is required. As the size of your image file depends on many factors (such as file format) and does therefore not necessarily correspond to a high resolution, the most adequate indicator for a good print resolution is the size (length x width) of your image as measured in Pixel. This should be higher the bigger the printed surface size is.
In the design process for some components, where this question comes up frequently, information on the ideal image size and resolution is also presented as text in the relevant field where the image is to be inserted (e.g. blank playing boards and blank playing cards).
Whenever you insert an image, its resolution is automatically analysed. If the image resolution may be insufficient, a colour-coded warning alert appears:
Resolution still useable
Resolution is useable, but not optimal. Some small text might be hard to read or edges not perfectly crisp.
Resolution insufficient
The resolution will lead to an outcome which we would consider unacceptable. The print will look pixellated or smeared and therefore should be replaced.
In general, adequate image resolution is required. As the size of your image file depends on many factors (such as file format) and does therefore not necessarily correspond to a high resolution, the most adequate indicator for a good print resolution is the size (length x width) of your image as measured in Pixel. This should be higher the bigger the printed surface size is.
In the design process for some components, where this question comes up frequently, information on the ideal image size and resolution is also presented as text in the relevant field where the image is to be inserted (e.g. blank playing boards and blank playing cards).
The print resolution is NOT the same as the resolution of the preview. You will receive warnings about potentially insuffcient resolution during the deisgn process when placing your images.
The principal purpose of the preview is to give you an overview, allowing you to check that you have inserted images everywhere you wanted to, and to spot any unintended duplications, e.g. among the matching pairs of the concentration set that you have created.
The resolution of the preview may be reduced in order to create it more quickly and avoid waiting time.
Ordering
We offer the following payment options:
- Credit card payment (VISA/Master)
- Direct debit (depending on country)
- PayPal
- Pre-payment via bank transfer
All payment methods apart from pre-payment are provided through PayPal's payment gateway. You don't need a PayPal account to access these payment methods.
Account details for pre-payments:
Commerzbank Berlin
IBAN: DE94 1004 0000 0805 0601 00
BIC: COBADEFFXXX
Reference: Your order number
Any payment fees are covered by the cost of your order.
Bulk buying discounts depend on the game title and may by inquired via support@luudoo.com
Discounts are generally available when buying 10 or more identical copies. For many games, however, we are only able to deviate from specifications as stated in our online shop and to offer significant discounts for orders of 50 or more copies.
If you are interested in an edition of 50 or more copies, you may also wish to take a look at our dedicated page for
If you are interested in an edition of 50 or more copies, you may also wish to take a look at our dedicated page for
Please log in to your account and find the relevant order and information about its progress there. Alternatively, contact us via support@luudoo.com.
If you would like to alter your design or make a change to your order after you have placed it, please contact our customer support via support@luudoo.com.
IMPORTANT: Changes applied to your design after you have placed it in your shopping cart, are ignored unless you place the altered design in the shopping cart!
IMPORTANT: Changes applied to your design after placing your order, are never automatically included in the order. In such cases, please contact us as quickly as possible.
You will find find information regarding refund options in our . As we sell customised products, returns and refunds are somewhat limited.
In summary, a refund is possible primarily whenever LUUDOO accepts a product return due to any fault for which LUUDOO accepts responsibility. In such cases, LUUDOO will reimburse the full amount invoiced within the statutory period of 30 days following confirmation of the fault.
Delivery
LUUDOO currently ships to the EU, UK and Switzerland only. Should your country be unavailable for selection at checkout, please send an email to support@luudoo.com.
We cover delivery times and prices in detail on a separate page:
You will find the production time for each product as part of the product description.
We also show this information in the cart and your oder confirmation email. Please make sure to check it there once again immediately before and after you place your order.
Once your customised game is manufactured, it still has to be shipped. We cover all delivery times and prices in detail on a separate page:
Data protection
Please find our privacy policy below:
General Privacy Policy
At LUUDOO we attach great importance to your privacy. To fully benefit from our service, we need certain information from you. In this General Privacy Policy you can read what we do with this information and what are the legal grounds on which this use is based.
This “General Privacy Policy” governs the processing of your personal data by those persons responsible for the processing: Ludufactur GmbH, owner and operator of LUUDOO, registered at Sophie-Charlotten-Str. 9-10, 14059 Berlin, Germany (hereafter: “LUUDOO”).
This General Privacy Policy contains your rights and obligations with regard to LUUDOO and can be revised or updated. We would advise you to read through them carefully and to review them regularly.
Article 1 - General information
By means of this General Privacy Policy, LUUDOO is also in line with the European Regulation 2016/679 of 27 April 2016 regarding the protection of personal data (hereinafter referred to as the General Data Protection Regulations or as the “GDPR”) and any specific local data privacy regulation.
Data protection officer / DPO
It is the duty of the Data Protection Officer / DPO to ensure that the Company's Privacy Policy complies with the General Data Protection Regulation (GDPR). The Data Protection Officer / DPO acts as an advisor to the controller or the processor. He/she should also act as a contact person for the Data Protection Authority. The Data Protection Officer / DPO can be contacted by email: dpo@luudoo.com.
Article 2 - Personal data
2.1. Personal data that you share with us:
- Category 1: without registration: your IP-address;
- Category 2: at registration on the website/app when creating an account: Your e-mail address and password; and any supplementary personal data you voluntarily provided in your profile
- Category 3: your first name & name and address details in order to make a delivery, your payment and invoicing data when placing an order;
- Category 4: when you subscribe to our newsletter: your e-mail address;
- Category 5: images that you save on your account or upload for the delivery of the goods;
- Category 6: via cookies: see Article 8;
- Category 7: transfer to third parties: your IP address, e-mail address, order data and other electronic data. Certain information is passed on to our partners when, for example, you choose to post a review about LUUDOO. More information on this in Article 3.3
2.2. LUUDOO can collect data from you (personal data) in various ways:
- by using cookies (see below);
- during your registration and use of the website or app.
Article 3 – Purposes of the processing
3.1. General purposes:
LUUDOO will only make use of the personal data collected from you for the following purposes:
- Category 1: your IP address for the purpose of maintaining and improving this website or mobile app and the inclusion of personal data in anonymous statistics from which the identity of specific persons or companies cannot be deduced, with the legal grounds being the legitimate interests of LUUDOO to continually improve its website or mobile app and services. Using the IP address, the geographical information is also processed via Google. Furthermore, we also remember your preferences, in order to be able to give you suitable advice.
- Category 2: your e-mail address and password (and any supplementary personal data you voluntary provided in your profile) for the purpose of managing your account on this website or mobile app, with the legal basis being the implementation of an agreement that was requested by you, and, if indicated by you, for the sending of direct marketing, with the legal basis being your explicit, prior consent.
- Category 3: your first name, name and address details for the delivery, payment and invoicing of the products ordered by you, with the legal basis being the provision of a service that was requested by you.
- Category 4: your e-mail address for the purpose of sending you direct marketing, newsletters, special offers and promotions, with the legal basis being your explicit prior permission.
- Category 5: images that you save on your account or upload for the delivery of the goods.
- Category 6: cookies, see Article 8 for more information.
- Category 7: your IP address, e-mail address and certain order dataare securely passed on to our partners with the aim of being able to perform the requested action, e. g. posting a review on LUUDOO. Furthermore, this information is passed on for accounting or security purposes. Therefore, LUUDOO bases on the implementation of an agreement that was requested by you, and where necessary, on your prior permission.
You are not obligated to release your personal data, but you must understand that the provision of certain services becomes impossible if you refuse to allow the processing.
3.2. Direct marketing:
The personal data will also be used for direct marketing, if you gave your consent.
If you have already been included in our mailing list for receiving marketing materials in electronic form, LUUDOO may use your personal data for sending you direct marketing with regard to LUUDOO and its services.
This consent can be withdrawn simply at any time, without justification and free-of-charge, for example by clicking on the opt-out link provided for this at the bottom of each promotional e-mail message or in your profile. You can also contact us by e-mail via support@luudoo.com or by letter to the following address:
LUUDOO
Sophie-Charlotten-Str. 9-10
14059 Berlin
Germany
3.3. Transfer to third parties:
LUUDOO will never pass on your personal data to third parties without your consent, with the exception of companies that are directly or indirectly connected with LUUDOO for carrying out the requested services (such as the production or delivery of the ordered goods).
LUUDOO will make reasonable efforts to inform you in advance of the fact that LUUDOO discloses your data to the above-mentioned third parties, but you should also recognise that this is not technically or commercially feasible under all circumstances.
Further, LUUDOO will not sell, rent or distribute your personal data, or make it otherwise commercially available to third parties, except in the cases described above, or with your prior consent.
3.4. Legal requirements:
In rare cases, it may occur that LUUDOO is obliged to disclose your personal data pursuant to a court order, or in order to comply with other mandatory laws or regulations. LUUDOO will make reasonable efforts to inform you accordingly in advance, unless this is subject to legal restrictions.
Article 4 – Duration of the processing
We retain and process personal data for a period that is necessary to fulfil the purposes of the processing, depending on the contractual relationship between you and LUUDOO.
- Category 1: without registration: your IP address for the duration of your visit to the website or app.
- Category 2: your e-mail address and password (and any supplementary personal data you voluntarily provided in your profile) will be retained for the duration of the customer relationship.
- Category 3: after you have placed an order, your first name, name and address details will be retained for the duration of the customer relationship.
- Category 4: your e-mail address will be retained for the duration of the customer relationship.
- Category 5: all images uploaded by using your account will be retained for 24 months. If a (new) order has been placed, your images will be kept for another 24 months. If images have been uploaded or used for an order without using your account, these will be kept for one month.
- Category 6: cookies, see Article 8.
- Category 7: these data are stored during a limited period of time, in accordance with the contract that LUUDOO has entered into with its partner.
Article 5 - Your rights
5.1. Right of access and inspection:
You have the right to access your personal data at any time and free of charge, as well as to be informed about the use LUUDOO makes of your personal data.
5.2. Right of correction, deletion and limitation:
You are free to communicate your personal data to LUUDOO, or not to do so. In addition, you have the right to ask us to correct, supplement or delete your personal data at any time. You acknowledge that the delivery of certain services and products will not be possible if you refuse to communicate personal data, or if you ask us to delete your personal data.
You may also request that the processing of your personal data be restricted.
5.3. Right of objection:
You also have the right to oppose the processing of your personal data for serious and legitimate reasons.
In addition, you always have the right to oppose the use of Personal Data for direct marketing purposes; in such a case, you obviously do not have to give any reasons.
5.4. Right of free data transfer:
You have the right to obtain your personal data that is processed by LUUDOO in a structured, standard and machine-readable form and/or to have your personal data transferred to other data processors.
5.5. Right of withdrawal of consent:
Insofar as the processing is based on your prior consent, you have the right to withdraw this consent.
5.6. Exercising your rights:
You can exercise your rights by contacting us, either by e-mail to support@luudoo.com or by letter to (provided you can identify yourself as a customer):
LUUDOO
Sophie-Charlotten-Str. 9-10
14059 Berlin
Germany
5.7. Right to submit complaints:
You have the right to lodge a complaint to the Information Commissioner’s Office (ICO): Information Commissioner’s Office, 3rd floor, 14 Cromac Place, Belfast, BT7 2JB Phone: 029 2067 9400, Fax: 0292 067 8399 e-mail: registration@ico.org.uk.
A claim for compensation from the civil court will still be possible afterwards in the event you were to suffer damage as a result of the processing of your personal data.
Article 6 - Security and confidentiality
6.1. Security measures
We have developed technical and organisational security measures of personal data protection to prevent the destruction, loss, falsification, modification, unauthorised access or inadvertent notification to third parties of personal data by error, as well as to prevent any other unauthorised processing of this data.
6.2. Third party liability
Under no circumstances can LUUDOO be held liable for any direct or indirect damage that arises from the incorrect or unlawful use of the personal data by a third party. You guarantee that you have lawfully obtained permission from the people who are included in the images you submitted or uploaded, and if there is copyright or any other right on the images, that you have these rights; and that you will fully compensate and indemnify LUUDOO against any claim by a third party against LUUDOO as a result of unlawful processing of that third party’s personal data.
6.3. User compliance
You must comply with the security regulations at all times, for example by preventing any unauthorized access to your login. You are therefore solely responsible for the use of our service from your computer or mobile device, IP address and for your identification data, as well as for the confidentiality thereof.
Article 7 – Access by third parties
7.1. Employee access
In order to be able to process your personal data, we grant access to your personal data to our employees to the extent that is necessary for one of the described purposes of the processing.
7.2. Contractual enforcement
We guarantee a similar level of protection by making contractual obligations that are similar to this Privacy Policy enforceable against the employees and appointees.
7.3. Customer service access
In order to guarantee an optimal service, our customer service department has access to your account, and this only in the context of providing our services to you.
Article 8 - Cookies
8.1. Cookie Policy
As a result of the European e-Privacy Directive, all websites targeting certain parts of the European Union are required to request your consent for the use or storage of non-essential cookies and similar technologies on your computers or mobile devices. This Cookie Policy gives you clear and complete information about the cookies that LUUDOO uses, including their purpose.
When you first visit the LUUDOO website, a pop-up will appear making you aware of the fact that by further navigating the LUUDOO website, you accept the way LUUDOO uses cookies, in accordance with this Cookie Policy.
LUUDOO reserves the right to make changes to the Cookie Policy at any time. To be kept informed of any changes, you are requested to consult the Cookie Policy regularly.
8.2. What are cookies?
A "cookie" is a small file sent by the LUUDOO server and placed on your computer's hard drive. When a cookie is stored on your computer, with every subsequent request to the same domain name, also the data stored in that cookie is sent until the cookie expires or is deleted. A server can only give you a cookie if you make a request to that server. The cookie is only stored if your browser is configured to store cookies.
8.3. Why does LUUDOO use cookies?
Cookies provide additional functionality for the website or help us to analyze the use of the website more accurately. For example, our server can set a cookie that prevents you from entering a password more than once during a visit to one of our websites. To manage the website, LUUDOO collects information about the IP address that is used when the computer of a user connects to the Internet.
We use the IP addresses collected through the website only to ensure the proper and secure management and operation of LUUDOO's services. In addition to preventing unauthorized access, collecting IP addresses makes it possible to quickly identify the cause and restore normal operation in the event of a malfunction on the website. We do not use or disclose IP addresses in connection with personal data.
While we collect information about how you use the website's services, we retain the anonymity of individual users when using or disclosing this information. However, when we consider it necessary to protect the website or the users / visitors, we can take measures by using IP addresses to identify individuals.
8.4. Types of cookies
Although there are different types of cookies - different in functionality, origin or storage period - the legislation mainly distinguishes between functionally or technically necessary cookies on the one hand and all other cookies on the other.
Please find more information about the types of cookies we use, as well as the option to opt in or out of the use of certain type of cookies on our .
For cookies placed by third parties (including Google Analytics), we would like to refer you to the statements that these parties provide on their respective websites. Please note: we have no influence whatsoever on the content of those statements, nor on the content of the cookies of these third parties: Google Analytics cookies.
More information about cookies can also be found at: https://www.allaboutcookies.org/
More information about 'online behavioral advertising' and 'online privacy' can be found here: https://www.youronlinechoices.eu/>
Article 9 – Applicable law and competent court
This General Privacy Policy is governed, interpreted and implemented in accordance with German law, which is exclusively applicable.
The courts that have jurisdiction over the company responsible for the processing of personal data have exclusive jurisdiction over any dispute that may arise from the interpretation or implementation of this General Privacy Policy.
In the case of any contradiction between the English General Privacy Policy with the German version, the German version will take precedence.
Below you find all relevant information concerning cookies:
Further Questions
Should you have any further questions not answered here please get in touch via the following form or via support@luudoo.com.