Frequently asked questions
Is it safe to shop on your site?
Yes, the Villeroy & Boch online shop is a secure shopping site.
I am looking for a specific pattern, but don’t see it online. Can you help?
Our Villeroy & Boch online shop has the largest current selection available. The pattern you are looking for may have been discontinued and no longer in production. We recommend checking online auctions to see if you can find discontinued patterns. Our service team is also here to help you identify other complementing products from our current assortment to match your existing collection.
What if an item I want to order is temporarily out of stock?
If an item is temporarily out of stock you will not be able to add this product to your shopping cart. As a registered customer, you have the option of saving currently sold-out items in your wish list and being notified by email when they are available again. To do this, all you need to do is sign into your customer account, save the desired item in your wish list and enable the notification via the drop-down menu (click on the three dots in the item tile). You will then automatically receive an informational email to the email address indicated in your customer account as soon as the item is back in stock.
How can I register for the 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 conditions for participation here.
What benefits does My Club offer?
- Free delivery without a minimum order value on orders placed in the online shop and for orders in our branches with direct delivery to your home - 365 days/year
- Voucher for your birthday (only possible if you provide your date of birth)
- Member deals and other exclusive My Club sales
- Collect My Club points and redeem them directly (can be redeemed after 30 days)
- Automatic notification of discontinued collections
- Club newsletter keeps you informed of special My Club promotions
- Notification service for item availability and price changes
- and much more
How do I earn My Club points?
You can start earning My Club points just by registering: Get up to 900 My Club points when you first register: 400 My Club points for your registration with confirmation of your email address, 300 My Club points for specifying your postal address and another 200 My Club points if you specify your date of birth.
For each purchase in our online shop, in participating Houses of Villeroy & Boch and in Villeroy & Boch outlets, you will receive My Club points. When placing orders in the online shop, make sure to log into your My Club account before placing the order.
How many My Club points will I earn for my purchase?
For euro countries, the following applies: You will receive 1 point for each euro you spend. A point is worth 1 cent. For example, for a purchase of €100, you will receive a total of 100 My Club points which have a combined value of €1, or 1 CHF in Switzerland and Liechtenstein, £1 in the United Kingdom, $1 in the USA, Canada, Australia, 5 Zloty in Poland, 10 SEK in Sweden, 10 NOK in Norway or 8 DKK in Denmark.
You will receive My Club points for each full euro in the euro currency area or CHF in Switzerland and Liechtenstein, GBP in the United Kingdom, dollars in the USA, Canada, Australia, Zloty in Poland, SEK in Sweden, NOK in Norway or DKK in Denmark.
Can I add My Club points retrospectively?
It is not possible to credit My Club points retrospectively. Therefore please remember to log into your My Club account when placing orders in the online shop and tell staff in the Houses of Villeroy & Boch and Villeroy & Boch outlets of your My Club membership before your purchases are processed.
Where can I redeem my My Club points?
You can redeem My Club points at any time within the corresponding currency area in the Villeroy & Boch online shop, in participating Houses of Villeroy & Boch and in the Villeroy & Boch outlets.
How much is a My Club point worth?
Each of these 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 the United Kingdom, 1 cent in the USA, Canada, Australia, 5 groszy in Poland, 10 öre in Sweden and Norway, and 8 Øre in Denmark.
I have collected My Club points online, but I can’t see them in my account yet
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 upon invoicing.
Can my My Club points expire?
My Club points are valid for 3 years. You will be notified of the expiry of your points by newsletter 3 months in advance.
From when can I redeem my My Club points?
The points are locked for the first 30 days after your purchase and are automatically released after the end of the withdrawal period.
Where can I find information about my points?
You can view your points at any time in your account.
How can I unsubscribe and what happens to my My Club points?
To unsubscribe, please contact our Customer Happiness Team directly. You must unsubscribe in writing. When you unsubscribe, please state whether you would like to redeem your My Club points first.
I’ve forgotten my login details. What should I do?
Please click on “Forgot your password”. We will send you a new password via email.
You always log in with your email address.
My details have changed. What should I do?
You can change your address details online in your account and at the till in one of our participating stores. Only your email address cannot be changed. If your email address has changed, please contact our Service team directly.
I’ve requested a new password, but still haven’t received an email.
No customer account is registered for the email address stated. Please note that registering for the newsletter is not the same as registering in our online shop. You are still able to receive the newsletter even without creating your own account.
Please register quickly and easily here for an account in the online shop.
Why should I create a customer account?
As a registered customer and My Club member, you will enjoy many benefits. You can track and view your orders, save your favourite and desired items, benefit from exclusive My Club sales and are informed of all the latest news.
How can I track my order?
As soon as your order leaves the warehouse you will receive a shipping confirmation that includes your DPD tracking number. Additionally you can log into your account and choose “My Orders” on the left hand side to see your order details.
How can I cancel my order?
Unfortunately after an order is placed we are unable to cancel or make changes to it. However you can just refuse your order when it will be delivered so it will be returned to us and you will receive a refund.
Can I change my existing placed order - add or remove items?
Unfortunately after an order is placed we are unable to make changes to it. If you would like to add additional items, please place a separate order. If you would like to remove some items, please wait for them to arrive and then simply return unwanted items.
How can I change my shipping address?
Unfortunately we are unable to make any changes after an order is placed in our system. Please check and verify all shipping details very carefully before placing your order.
How can I see my order history?
To view your order history, log in to your account, and then click “My Orders” on the left hand side. All of your recent orders will be available to view.
What is the Check & Reserve function? How can I find out whether a product is available in a Villeroy & Boch store near me?
The Check & Reserve function allows you to check whether any item is currently available in your local Villeroy & Boch store. Simply enter your postcode to immediately call up an overview of stocks. You can then reserve the item by phone or order it directly for convenient home delivery.
What shipping carrier do you use and what shipping options do you offer?
All orders placed online are shipped via Postnord.
How long will it take to receive my order after it has been placed?
The order ships from our warehouse in Merzig/Germany and will arrive in approximately 5-7 business days after the order is placed depending on your location. You will be notified of the status of your order by email.
What are the shipping costs?
The shipping costs are 99 kr. From an order value of 1250 kr, shipping is free.
How can I pay in the Villeroy & Boch online shop?
Villeroy & Boch offers the 3 most commonly used payment methods for online purchases: Credit card and purchase on account (via Klarna).
Can I redeem a voucher against my order after I have placed it?
Vouchers can only be entered in the basket during the order process. Retrospective redemption is, unfortunately, not possible.
How can I redeem a voucher?
In the basket, type your voucher code into the field “I have a voucher code” and then click on “redeem”. The amount of the voucher will then be deducted directly from the order value. If you receive an error message, please check your entry again and refer to the voucher conditions.
How does payment by credit card work?
An authorisation of 1 cent is taken when the order is placed and immediately credited back to the card. The full purchase price will be debited as soon as your order is handed over to our logistics department for processing. We do not store your credit card details. These are transmitted to our payment service provider in an SSL encrypted format. They are forwarded to the payment provider after confirmation of purchase.
How does payment on account work?
You will receive an invoice by email which you can pay within 14 days of receipt of the goods. This allows you to actually see the goods before accepting them even when ordering online. If you decide to return the items, there is no need to pay the invoice.
How do I get my invoice?
You will receive the invoice by email after the goods ship. No paper invoice is enclosed in the package.
Why is there no prepayment option in the online shop?
Prepayment means the customer has to pay for the ordered goods before receiving them. As wae cannot schedule shipment until after receipt of payment, this would mean longer waiting times for the customer.
What is your return policy? How do I return or exchange my products?
You have the right to cancel this contract within 14 days without giving any reason. Since you are buying directly from the manufacturer, we offer you an extended right of return of 30 days. To return items free of charge, please apply the free returns label enclosed within your delivery parcel. Once your return is received and processed, a credit to the original method of payment will be applied.
Further information on General Terms and Conditions for the purchase of goods in the Villeroy & Boch online shop
What if an item arrives broken or has a defect?
If your order arrived damaged, or an ordered item has a defect, please use our contact form: https://www.villeroy-boch.no/dining-lifestyle/unsere-services/kontakt/reklamation-tischkultur.html or send an email to our service team. [email protected]
Please give us your order number and send us a photo of the item affected.
Our team will get in touch with you promptly. It is not necessary to return the item in most cases. If, in rare cases, it should be necessary to send the item back, ship the package to the address specified on the return label. You can use the enclosed adhesive return label for this purpose.
How can I return items?
If your order arrived damaged, please use our contact form: https://www.villeroy-boch.no/dining-lifestyle/service/contact/contact-tableware.html or contact our service team first with a photo of the damaged item and your order number: [email protected]
Our team will get in touch with you promptly. It is not necessary to return the item in most cases.
You will find a free return label in your package. If it is necessary to send the item back, ship the package to the address specified on the return label. You can use the enclosed adhesive return label for this purpose.
How do I care for my Villeroy & Boch dinnerware?
Most porcelain and bone porcelain Villeroy & Boch products are dishwasher and microwave safe. We recommend using non-scented dish soap. Metallic Embellishing: Dinnerware with gold or platinum embellishments (examples include but are not limited to Anmut My Colour, Amazonia, etc.) is not microwave safe. Hand washing is recommended; the occasional gentle cycle is fine.
How do I care for my Villeroy & Boch crystal stemware/glassware?
Your crystal stemware/glassware is dishwasher safe. We recommend using non-scented dish soap. Please place glasses on the top rack (secure stemware in holders if available). We recommend using a crystal, gentle or other low-heat setting.
How do I care for my Villeroy & Boch flatware?
Your flatware is dishwasher safe. We recommend using non-scented dish soap and placing your flatware in the bin with the handles down.
How does the Villeroy & Boch gift service work?
When you place your order, you can select the product(s) in the shopping basket that you would like us to gift wrap. You can also add a greeting card, which we will enclose either with your personal message printed or blank.
How much does the gift service cost?
We charge 40,00 kr per gift package. The greeting card is free.
Do I have to add a greeting card message?
You can decide whether you want us to print your message onto the card or whether you would prefer to write it yourself.
Can I have the gift delivered to a different address?
Yes, we can deliver your gift to any address of your choice. Our delivery note does not include prices and you will receive the invoice by email, as usual.
Surprise your loved ones!
New: We can gift wrap your order. We can also gift wrap many of our products and add a greeting card with your personal message. We will send your order, if so desired, directly to the person you want to surprise.
Still have questions?
We are happy to help you! Contact us at [email protected]or call for free from monday - friday 10am - 6pm: 00800 6864 8110
Notification service
As a registered customer, you have the option of saving currently sold-out items in your wish list and being notified by email when they are available again. To do this, all you need to do is sign into your customer account, save the desired item in your wish list and enable the notification via the drop-down menu (click on the three dots in the item tile). You will then automatically receive an informational email to the email address indicated in your customer account as soon as the item is back in stock.
Is there an availability service for the like.by Villeroy & Boch range?
No, there is no availability service for the like.by Villeroy & Boch range.
I cannot log in
Have you already registered for a customer account? You will still be able to receive the newsletter even without creating an account. However, if you wish to take advantage of the benefits of a personal account, you can register quickly and easily here.
Which decor can I combine with my tableware service?
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
Not sure? Our expert team will be happy to advise you. Simply contact us via Contact form
I have noticed rust stains on my cutlery.
Our table cutlery is made from 18/10 stainless steel. Rust found on cutlery is usually surface rust. These rust particles detach from non-stainless items during cleaning in the dishwasher, e.g. steel pots, and adhere to the surface of cutlery, in particular knife blades. However, this has nothing to do with the quality of the cutlery. The rust deposits are caused by an external factor.
If this surface rust has not yet adhered too strongly, you can remove it using a standard stainless steel cleaner, e.g. Etolit or a ceramic glass hob cleaner.
Dark stripes have formed on my tableware. What causes them and how can I clean them?
Grey/black discolouration is usually caused by superficial deposits resulting from contact between the porcelain and metal objects. For example, cutlery or other metal items cleaned in the dishwasher with the tableware, a damaged dishwasher basket or Cromargan steel sinks. If the coating has not yet adhered too strongly, you can remove it using a standard stainless steel cleaner, e.g. Etolit or a ceramic glass hob cleaner.
Who can help me determine the age and identity of historic products?
Our ceramic museum will be happy to help you. Please send a photo of the item and the base stamp to [email protected]
I would like to complete my tableware service but I can’t clearly identify the series.
Our service team will be happy to check the availability of your decor or suggest suitable alternatives. Please simply send a photo of your series and the base stamp using our contact form
I would like to purchase more items from the NOBLESSE series but I can't find this on your website.
NOBLESSE is a special decor that is only available from retail outlets. With the exception of the cups, the ROYAL collection has an identical shape and therefore NOBLESSE and ROYAL can be ideally combined.
How can I find out the value of my tableware service?
My series is no longer being produced. Can I still order it or is a new edition planned?
Unfortunately, discontinued series are no longer available. We have no remaining stocks of these collections and no further production/new editions are planned.
