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Our Services
Is it safe to shop on your site?
Yes, Villeroy & Boch eShop is a secure shopping site. All private data is encrypted and credit card processing is provided by Wirecard - one of the most trusted and secure internet payment providers in the world.
I am looking for a specific pattern, but don’t see it online. Can you help?
Our Official 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 eService 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. Please check back occasionally, as you will be able to purchase this item once more inventory arrives.
Order Processing
How can I track my order?
Once your order ships you will receive a shipping confirmation that includes your tracking number. Additionally you can log into your account and choose “My Orders” on the left hand side to see 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.
Shipping & Tracking
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 5-8 business days after the order is placed depending on your location.
Returns
What is your return policy? How do I return or exchange my products?
We accept returns on orders within 30 days of purchase. 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.
What if an item arrives broken?
If your item is damaged during shipping, please e-mail a photo of the broken item to service.nordic@villeroy-boch.com . Please include your order number. Our customer service will process your request and ship you replacements for any broken items. Please do not ship broken merchandise back to us. When your replacements arrive, please safely dispose of any damaged items.
Product Care
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.
Gift service
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 service.uk@villeroy-boch.comor call for free from monday - friday 8am - 6pm: 00800 6864 8110

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