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Frequently asked questions
Signing in
Have you registered for a My Club account or have you only subscribed to our newsletter? You can also receive the newsletter without creating an account. Register quickly and easily here if you do not yet have a My Club account. Are you registered as a My Club customer? Please check whether you have mistyped your e-mail address or password. Has a space crept in before or after your entry or are you registered with us under a different e-mail address? If you have forgotten your password, please reset it.
You can easily reset your password: Click on "Log in" and then on "Forgot your password?". Now enter the e-mail address you used to register with us. We will send you a link that you can use to reset your password.
Click on "Log in" and log in with your e-mail address and password. Under "Change password" in the account overview, first enter your current password and the new password, confirm the new password and click on "Save". For security reasons, the password should have at least 8 characters and contain at least one upper case letter, one lower case letter, one number and one special character.
Log in to your My Club account. In your account overview, you can now change your billing or delivery address or add additional delivery addresses. You can also change your address details at the checkout in one of our participating shops. Only the e-mail address cannot be changed. If your e-mail address has changed, please contact our service team directly.
Creating a customer account brings you a wide range of advantages:
- You will receive exclusive vouchers and discounts that you can redeem both online and in your local Villeroy & Boch store
- Your shipping cost benefits vary according to your My Club status.
- You can earn bonus points for every purchase, which you can redeem flexibly
- You can view the current status of your order and previous orders at any time.
- You can create wish lists in our online shop and share it with friends.
- You can receive a notification when a product comes back into stock.
- You can receive information about price changes.
Too bad you want to delete your account! Please contact our customer service, they will take care of it: Contact form
My Club
Simply register online or in a participating House of Villeroy & Boch / Villeroy & Boch outlet and enjoy the benefits straight away. You can find the Terms and Conditions of Participation here.
- Free delivery from an order value of 25 euros for My Club Gold Members and 50 euros for My Club Members, from 75 euros for non-members. In both cases, the value limit applies after deduction of all vouchers. Valid for orders placed in the online shop and for orders in our branches delivered directly to your home - throughout the entire year
- Voucher on your birthday (only possible if you provide your date of birth)
- My Club Deals and more exclusive My Club offers
- Collect My Club points and redeem them directly (can be redeemed after 30 days)
- Automatic notification of discontinued collections
- Receive the latest information at all times about My Club special promotions in the club newsletter
- Notification service for item availability and price changes
- and much more
- Your shipping benefits vary depending on your My Club status.
Please click on “Forgot your password”. We will send you a new password by email. You always log in with your email address.
You can change your address details online in your account and at the till in one of our participating stores. Unfortunately, the email address cannot be changed. If you have a new email address, please contact our Service Team here.
I HAVE REQUESTED A NEW PASSWORD BUT STILL HAVEN’T RECEIVED AN EMAIL.
No customer account exists for the email address stated. Please note that registering for the newsletter is not the same as registering in our online shop. You can sign up to receive the newsletter without creating an account.
Please register quickly and easily here for an account in the online shop.
As a registered customer and My Club Member, you can enjoy a wide range of advantages. You can track and view your orders, save your favourites and items you would like to buy later, benefit from exclusive My Club deals and stay up to date with all the latest news.
Membership of our customer club is free of charge for you and there are no associated costs.
The requirement is for My Club Members to make purchases with a period of 365 consecutive days with a total value of at least €500 in the euro currency area, or 700 CHF in Switzerland and Liechtenstein, £450 in Great Britain, $600 in den USA, $1,200 in Canada, $750 in Australia, 2.300 zloty in Poland, 5,000 SEK in Sweden, or 5,000 NOK in Norway in the Villeroy & Boch online shop or participating Villeroy & Boch stores. At the end of the 30-day return period for the purchased items that took you to the status threshold of €500, or 700 CHF in Switzerland and Liechtenstein, £450 in Great Britain, $600 in the USA, $1,200 in Canada, $750 in Australia, 2,300 zloty in Poland, 5,000 SEK in Sweden, or 5,000 NOK in Norway, you will become a My Club Gold Member.
You can find a summary of all the benefits here.
The Gold status initially applies for 2 years. If you again purchase goods with a total value of over €500 during these 2 years, your Gold status will automatically be extended for another 2 years. If you do not reach this purchase value, the Gold status will not be renewed. You will, of course, continue to be a My Club Member with all the usual My Club advantages.
You can view your status at any time in your customer account on our website. Alternatively, you can ask our employees in participating Villeroy & Boch stores or our Customer Happiness Team to check your status.
You can start earning My Club points simply by registering. Collect up to 900 My Club points for your initial registration: 400 My Club points for registering and confirming your email address, 300 My Club points for entering your postal address and an additional 200 My Club points if you provide your date of birth.
For each purchase in our online shop, in participating Houses of Villeroy & Boch and in the Villeroy & Boch outlets, you will receive My Club points. When placing orders in the online shop, make sure you log into your My Club account before placing the order.
For euro countries, Switzerland, Great Britain and the USA, Canada and Australia, the following applies: You will receive 1 point for each EUR/CHF/GBP/USD/CAD/AUD you spend. One point is worth 1 cent/1 centime/1 pence. For example, if you purchase goods with a value of €100, you will receive a total of 100 My Club points with a combined value of €1. In Norway and Sweden, you will receive 1 point for every 10 kroner you spend. A point is worth 1 öre. In Poland, you will receive 1 point for every 5 zloty you spend. A point is worth 5 groszy.
It is not possible to credit My Club points retrospectively. Therefore please remember to log into your My Club account before placing any orders in the online shop and tell staff in the Houses of Villeroy & Boch and Villeroy & Boch outlets about your My Club membership before your purchases are processed.
You can redeem My Club points at any time within the corresponding currency area in Villeroy & Boch online shop, in participating Houses of Villeroy & Boch and in the Villeroy & Boch outlets.
Redemption in the online shop
- Log in to your My Club customer account
- Place your chosen items in your basket
- Select the option “Show My Club points” in the basket
- Confirm redemption of the points
Redemption in store
- In participating stores, you can redeem the points directly at the till.
The value of the points depends on the respective currency area and corresponds to a value of 1 cent in the euro currency area or 1 centime in Switzerland and Liechtenstein, 1 pence in Great Britain, 1 cent in the USA, Canada, Australia, 5 groszy in Poland, 10 öre in Sweden and Norway.
The points will be displayed as soon as possible. When you make a purchase in our online shop and in our Villeroy & Boch Stores, the points will be credited to your points account within 24 hours of invoicing.
My Club points are valid for 3 years. You will be notified of the expiry of your points by newsletter 3 months in advance.
The points from your purchases are locked for the first 30 days after purchase and are automatically released after the end of the return period. The points for registering, providing your date of birth and postal address are automatically released 48 hours after your first My Club purchase and can be redeemed at any time. This is subject to your registration for our Villeroy & Boch newsletter and granting of your consent to receive our newsletter. Entitlement to these points expires if no purchase is made within 6 months of supplying your data.
You can view your points balance at any time in your account.
To unsubscribe, please contact our Customer Happiness Team. You must unsubscribe in writing. When you unsubscribe, please state whether you would like to redeem your My Club points first.
Orders
To ensure that you receive your order quickly, all orders are handed over to our logistics team immediately. Therefore, changes, cancellations or summaries are unfortunately no longer possible afterwards.
We will inform you by e-mail about the status of your order. After dispatch, you will receive the tracking link to track your delivery. Available items, i.e. items marked with a green traffic light, are usually delivered within 3-5 working days. The payment method has no influence on the delivery date.
You can see your orders and the current processing status at a glance in your My Club account: Log in here.
Your order has not been fully completed and has not been received by Villeroy & Boch. Please place your order again. After successful completion you will receive a confirmation by e-mail.
You will find the option "Please let me know when the product is available" for each unavailable item. Select this option and then log in to your My Club account. The item will automatically be added to your wish list and you will receive an email from us as soon as it is available to order again. Unfortunately, unavailable items cannot be pre-ordered.
The Check & Reserve feature allows you to check the availability of each item in your Villeroy & Boch branch and order or reserve the item directly by phone. Your branch will also be happy to send your purchase to you if you can’t manage to visit us in person.
You can only obtain items from the 1st choice range via our website and from retailers. Items from the 2nd choice range as well as overstock and discontinued items are available from our factory outlet centres. You can find the locations in our retailer search.
To redeem your voucher, please log in to your My Club account and enter your voucher code in the shopping basket. Did you make a mistake when entering the code? Did you enter a space before or after the code? Have the redemption conditions been observed? You will find these at the end of your voucher. Some vouchers require a minimum order value or cannot be combined with other discount promotions and therefore cannot be used on already reduced items. Would you like to redeem a gift card? Please select the option "I have a gift card" and enter your code there. Have you followed these points and still can't redeem your voucher? Our Customer Happiness Team will be happy to help you. You can reach us here. So that we can help you directly, please send us a copy of your voucher, your shopping basket and the error message.
Our welcome voucher of 10% discount is exclusively valid for the Villeroy & Boch D&L range. You can redeem it in our online shop, in the Houses of Villeroy & Boch and in our outlets.
You can redeem one voucher per order. A combination is unfortunately not possible.
All items are packed carefully and securely by our experienced logistics team. Would you like to give your order as a gift? Simply select the option in the shopping basket and we will be happy to lovingly wrap the product as a gift. You also have the option of adding a greetings card, which we can print with your desired text or enclose blank.
After successful completion, you will immediately receive a confirmation by e-mail. If you have not received this, your order has not been fully completed and has not been received by Villeroy & Boch. Please place your order again.
Please get in touch with our Customer Happiness Team and tell us the item and quantity you are interested in. We will check whether we can supply the desired quantity.
You order directly from the manufacturer and only receive goods from the 1st choice sorting. Delivery is made directly from our factory or logistics centre in Saarland.
Delivery & shipment
The shipping costs are 6.90 euros. From an order value of 25 euros for My Club Gold members, 50 euros for My Club members and 75 euros for non-members, we deliver free of charge. In all three cases, the value limit applies after deduction of all vouchers. You can create your personal My Club account here.
Yes, unfortunately you will have to pay multiple shipping costs for multiple orders, as it is not possible for us to bundle the orders.
We deliver only to addresses within Germany.
Unfortunately, there is no option for express delivery.
Yes, you can reach our Austrian shop at https://www.villeroy-boch.at/ and our Switzerland shop at https://www.villeroy-boch.ch/de/.
Yes, you can enter this facility as the delivery address. Please remember to enter the post number to avoid any issues with delivery.
With the Check & Reserve function, you can check whether each item is currently in stock in your Villeroy & Boch shop. Simply enter your postcode and you will receive a direct overview of the stock and can reserve the item by telephone or order it directly and have it conveniently delivered to your home.
Click & Collect
Click & Collect is a free delivery service that gives you the option of having your order shipped to any Villeroy & Boch store of your choice in Germany. This gives you an opportunity to inspect your ordered goods on collection from the store and ask our staff for advice. You will receive a notification email as soon as your goods are ready for collection from your chosen store.
Simply add items to your shopping basket and proceed to checkout. To have your order delivered to a Villeroy & Boch store, under “Shipping method”, select “Ship to a Villeroy & Boch store (Click & Collect – free shipping)”. Then select your chosen Villeroy & Boch store in the search screen that appears.
Delivery usually takes 3-5 working days. You will receive an email as soon as the goods have arrived at your favourite shop and are ready for collection. Simply show your order confirmation on your smartphone when you collect your order. Your order will be ready for you to collect during the shop's regular opening hours.
Complaints and returns for orders placed via our website can only be processed via our head office. Please get in touch with our customer service team using the contact form.
Payment
You can choose between the most popular payment methods for online shopping: PayPal, credit card payment, instant bank transfer and, in cooperation with our partner Klarna, purchase on account and hire purchase.
Pay for your purchase directly with PayPal and the goods will be dispatched immediately. With PayPal, you can also choose between various payment methods without having to enter your payment details: Transfer from a current account, card payment, direct debit or your own PayPal balance. At the end of the order process, you will be forwarded directly to PayPal to make your payment. If you already have a PayPal account, you only need to log in to PayPal with your user details. Otherwise, you can also create a new PayPal account with your order. Further information about PayPal can be found under PayPal FAQ.
The full purchase price will be debited as soon as your order is passed to our logistics department for processing. An authorisation of 1 cent is taken when the order is placed and immediately credited back to the card.
Your card details are not stored by us, but are transmitted to our payment service provider in encrypted form using SSL technology. You will be forwarded to the payment provider after confirmation of purchase.
You will receive an invoice from our payment partner Klarna. You can pay this conveniently after you have received the goods so that you do not have to pay in advance. If you do not wish to keep the ordered items, no payment is necessary.
You will receive the invoice by email after the goods ship. There is no invoice enclosed with the package.
Vouchers can only be entered in the basket during the order process. Retrospective redemption is, unfortunately, not possible.
Returns & complaints
The money will be refunded using the method you used to make your payment:
- If you paid by card, the money will also be credited back to your card.
- If you pay by PayPal, the money will be credited back to your PayPal account.
- When purchasing on account, it is not necessary to pay for items that you wish to return.
- Payments already made will be transferred back to you.
My Club bonus points or gift cards that you have redeemed with your order will be credited back to your account or the credit will be refunded within 48 hours of the return being processed. Redeemed vouchers expire with your return and cannot be redeemed again.
So that you can make your decision in peace, we grant an extended right of cancellation of 30 days for orders in our online shop.
Our Customer Happiness Team will be happy to provide you with the documents for free returns. Once your return has been received, you will be refunded according to the payment method you used. You can reach the Customer Happiness Team via our contact form.
Further information on the right of cancellation can be found here.
We make every effort to pack your order in break-proof packaging and check the quality carefully. Nevertheless, it can unfortunately happen that you receive a damaged item. In this case, please contact our Customer Happiness team with a photo and a short message: Contact form
You will receive prompt feedback. In many cases, it is not necessary to return defective items.
Unfortunately, an exchange is not possible. Please return the incorrectly ordered item for credit and order the desired item separately via our shop.
Gift card
The gift card or gift voucher can be redeemed in all participating Villeroy & Boch shops and online at https://ww.villeroy-boch.de/. Please enter your online code in the shopping basket under “I have a gift car”. The gift card can only be redeemed in the country in which it was purchased. Partial redemption and transfer to third parties are possible. The voucher cannot be topped up. No interest will be paid on the balance.
A gift card is valid for a period of 36 months from the purchase date.
You can check the remaining balance in all participating Villeroy & Boch stores and online at https://www.villeroy-boch-de/.
Items purchased with a gift card can be returned as usual within 30 days. The amount paid with the gift card will be credited back to your existing gift voucher within 48 hours. A payout is not possible.
Gift service
New: We will lovingly wrap your order as a gift. We also lovingly gift-wrap many of our products and add a greetings card with the text of your choice. Of course, we can also send your order directly to the person you would like to surprise.
When you place your order, you can choose in the shopping basket whether you would like us to gift-wrap it for you. You can also add a greeting card, which we will print with your chosen message or enclose blank.
Gift wrapping costs €3.90. You will receive the greetings card free of charge.
You can decide whether you want us to print your message onto the card or whether you would prefer to write it yourself.
Yes, we can deliver your gift to an address of your choice within Germany. Don't worry, the recipient will of course not see any prices: No prices will be shown on our delivery note and you will receive the invoice by email as usual.
Availability service
We do not offer an availability guarantee for a specific period. You can register your tableware service with Villeroy & Boch. If your porcelain should ever be discontinued, our after-sales service will notify you in advance - up to 12 months before your series is phased out. This leaves plenty of time to buy replacements or complete the set. Click here to register: contact form
Our popular Toys Delight and Winter Bakery Delight decors are available all year round.
All currently available collections are listed in our online shop. Any tableware services that are not featured are unfortunately no longer available.
The availability of your decor depends primarily on further demand. Are you already familiar with our free pattern availability service? This informs you by e-mail in advance when your Villeroy & Boch decor is due to run out, so that you can add any missing items in good time. All you need to do is register on our website, we will take care of everything else. Click here to register.
We offer the pattern availability service for products from the regular Dining & Lifestyle range. Registration is not possible for the following collections:
- VIVO / like.by Villeroy & Boch: As this is a trend range that regularly receives new designs, we are unfortunately unable to offer a repeat purchase service.
- Seasonal items (Easter or Christmas series)
- Cutlery, glasses or decorative items
Product info
Your Villeroy & Boch cutlery is made of high-quality 18/10 stainless steel. Rust spots that can occur are known as rust film. This is a deposit on the surface of your stainless cutlery. The good news is that the rust layer can be easily cleaned off, provided you do this as soon as it appears. Unfortunately, washing-up liquid does not always help, but I have had very good experiences with toothpaste and ceramic hob cleaner, which you are sure to have at home. - Apply toothpaste or the cleaner to the rusty areas. - Rub the spots with a soft cloth or sponge. - Rinse the cutlery thoroughly with water. - Dry the cutlery with a clean, soft cloth. You can then easily remove the rust stains in just a few seconds using a soft cloth or a dishwashing sponge. Stubborn flash rust: - For stubborn flash rust, it may be necessary to repeat the process or leave the cleaner on for longer. - For stubborn rust stains, I recommend a ceramic hob cleaner or the porcelain cleaner "Etolit". I have had very good experiences with this. If you take a quarter of an hour once or twice a year to clean your cutlery with a ceramic hob or porcelain cleaner, you will prevent the formation of stubborn deposits in advance and remove residues that can build up on your cutlery over time. How does flash rust form? This is caused by rusting materials that have been washed in the dishwasher. The rinsing water transfers the rust particles to your cutlery. Prevention: To prevent rust stains from forming, make sure that no rusting items get into the dishwasher. Sometimes an intensive search is necessary to find the source. I will be happy to give you a few tips to help you find and eliminate the cause in your home. Form a ball of aluminium foil the size of a table tennis ball and place it in the cutlery compartment of the dishwasher. The rust film will now preferentially settle on the aluminium foil rather than on your cutlery. You should replace the ball regularly. We are also often asked why rust film mainly settles on knife blades. To ensure that they cut reliably, table knives are made from the particularly hard 13/0 stainless steel, while all other cutlery items are made from softer 18/10 stainless steel. The 13/0 stainless steel used for the knives attracts the rust film during the washing process in a similar way to a magnet. Typical sources of flash rust are - Pots, bowls, colanders or kitchen utensils such as cheese slicers or garlic presses made of steel. Do you wash these items in the dishwasher from time to time? - Cracks in the surface of your cutlery basket will expose the metal structure of the basket and cause rust. Take a look at your cutlery baskets and the rollers of your dishwasher - is there any damage?
➥ Find out more about materials
Dark discolouration is a coating on the glaze that can occur when the crockery comes into contact with metal. Fortunately, you can usually remove this superficial coating easily. Unfortunately, washing-up liquid or cleaning in the dishwasher will not help, but you can remove these marks with a commercially available ceramic hob cleaner, which you will certainly have at home, or with a non-scratch cleaning agent / porcelain cleaner, such as "Etolit": - Apply the cleaner to the affected areas according to the manufacturer's instructions. - Leave the cleaner to work for a few minutes. - Rub off the coating with a soft sponge or cloth. - Rinse the item thoroughly with water. - Dry the item with a clean cloth. Sometimes the abrasion stubbornly sticks over a longer period of time. In these cases, it may be necessary to repeat the process or leave the cleaner on for longer. In this case, I have had the best cleaning experience with the porcelain cleaner "Etolit". If you take a quarter of an hour once or twice a year to clean your service with a porcelain cleaner, you will prevent the build-up of stubborn deposits in advance and remove residues that can build up on your crockery over time. What causes this residue? Metal abrasion can be caused by the porcelain coming into contact with metal objects. Metal is softer than porcelain and therefore rubs against it. This results in a grey coating on the glaze surface, which you have also noticed. The most common source is, of course, cutlery. However, in addition to cutlery, there are many other typical sources of contact, e.g: - Metal parts that come into contact with the crockery in the dishwasher, e.g. cutlery, metal bowls, pots or pans - a damaged dishwasher basket: these are usually steel baskets encased in plastic - Sinks, worktops or cupboards made of stainless steel We would be delighted if you could make your crockery shine again with these tips.
Our ceramic museum will be happy to help you. Please send a photo of the item and the base stamp to [email protected]
Our service team will be happy to check the availability of your decor and suggest suitable alternatives if your service is no longer available. Please simply send us a photo of your series and the stamp: Contact form.
As the manufacturer, Villeroy & Boch AG is not permitted to estimate the value of its own products. Please contact a porcelain expert for this.
You can combine your tableware service with any series of your choice in the same material. This will ensure there are no differences in colour. We offer the materials premium porcelain (=fine china), premium bone porcelain (=bone china) and hard porcelain.
➥ Learn more about materials
You are not sure? Our expert team will be happy to advise you. Simply get in touch with us using the contact form.
Unfortunately, discontinued series are no longer available. We have no remaining stocks of these collections and no further production/new editions are planned.
Pottery is a fascinating art form that combines craft tradition with modern design. JEach piece is a one-off thanks to fascinating effect glazes that create different patterns and colour gradients. From light porcelain to rustic earthenware, each material has its own special look and impresses with its unique charm.
Care instructions
All porcelain items from our current range can be used in the oven. Please avoid any sudden changes in temperature, i.e. heat the items up slowly and leave them to cool down. Do not place items in a preheated oven.
However, you can heat up porcelain with hot water or in an oven at a low temperature and then place it in a preheated oven if specified in the recipe.
You rightly expect high quality and product safety from Villeroy & Boch. No lead, cadmium or other heavy metals are added to the glazes and porcelain compounds. Heavy metals may be present in paints or decorative images as complexing agents. Before the market launch of the product and at regular intervals, internal and external laboratories conduct independent tests on heavy metal levels. We always comply with the required threshold values. Please read the conformity declarations here.
In general, all our decors, with the exception of tableware with precious metal components, are microwave-safe. Decors with gold or platinum plating are not suitable for use in the microwave. You can find details for each item on our website.
Contact
Can’t find the answer you’re looking for? Please use our live chat or the contact form