Frequently asked questions

If your order arrived damaged, please contact us via the contact form or email us at eservice@Villeroy-boch.com with a photo and your order number. In most cases, a return is not necessary. You will find free return documents in your package. If needed, use the enclosed return label and send the package to the address specified on the returns slip.

The shipping cost is C$20.00 for all orders below C$249.99. We offer free shipping for orders from C$250. The value threshold applies after deducting all vouchers. You can create your personal customer account here.

Vouchers can only be entered during the checkout process in the shopping cart. Unfortunately, it is not possible to redeem a voucher after the order has been placed.

You can combine your service with any series made of the same material. In this case, there are no differences in colour. We offer the materials premium porcelain (=fine china), premium bone porcelain (=bone china) and hard porcelain.

Pottery is a fascinating art form that combines traditional craftsmanship and modern design. Each piece is unique with fascinating effect glazes that create patterns and colour gradients. Whether light porcelain or rustic stoneware, each material has a special look and unique charm.

In principle, all our decors - with the exception of services with precious metal content - are microwave-safe. Decors with a gold or platinum coating are not suitable for use in the microwave. You will find the relevant labelling for each item on our website.

Simply register online or in participating House of Villeroy & Boch / Villeroy & Boch outlets and enjoy the benefits immediately. You can find the conditions of participation here. 

Birthday voucher (only possible if you enter your date of birth) 
My Club Deals and other exclusive My Club offers 
Collect My Club points and redeem them directly (redemption possible after 30 days) 
Be informed automatically when collections expire 
Always receive the latest information on My Club promotions with the Club newsletter 
Notification service when items become available again and prices change 
and much more 
Your shipping benefits vary depending on your My Club status.

Collecting My Club points starts as soon as you register: earn up to 900 My Club points when you register for the first time: 400 My Club points for registering and confirming your e-mail address, 300 My Club points for entering your postal address and a further 200 My Club points if you enter your birthday date. 
You will receive My Club points for every purchase in our Online Shop, in the participating Houses of Villeroy & Boch and in the Villeroy & Boch Outlets. When ordering in the online shop, make sure you log in to your My Club account before placing your order.