Frequently asked questions

You may return any item purchased from our official online store by mail. Returns and exchanges are accepted within 30 days of purchase and must be accompanied by your Villeroy & Boch order confirmation. Return shipping costs are the responsibility of the customer.

Once your return is inspected, a refund will be issued for the value of the item, including taxes. Shipping fees are non-refundable.

To return your merchandise by mail and ensure your refund is processed correctly, please email eservice@villeroy-boch.com to request a Return Authorization.

If your order arrives damaged, contact us at eservice@villeroy-boch.com within 30 days of delivery, including a photo of the damaged item and your order number.

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. Further details can be found 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.