Frequently asked questions

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 $1200 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. 

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 merchandise.

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.

If you have an item that is on backorder that you would like to cancel, please e-mail eservice@villeroy-boch.com with your order number and the item you would like to cancel. Backordered items will be canceled and an email notification will be sent.  You are not charged for items until they have shipped.

To view your order history, log in to your account, and then click “Purchases” on the left hand side. All of your recent orders will be available to view.

No, there are no additional import taxes or duty. However, provincial sales tax and freight charges may apply to your order.

At this time, we do not offer refunds on shipping charges. All shipping charges are nonrefundable regardless if you are returning your item(s).

When dinnerware or flatware is sold as a place setting you will be buying a full setting that includes everything one person needs to enjoy at least a three-course meal.

Buffet plates and chargers are a wonderful way to add an extra bit of glamour to your table setting. Stacked underneath the dinner plate, these pieces are decorative and elevate your tablescape style.

The numbers 18/10 represent the amount of chromium and nickel in the flatware’s composition. In this case, there is 18% chromium and 10% nickel. Important to note is the nickel percentage, as nickel makes the product resistant to corrosion and easy to care for, which means as the grade starts to go from 18/10, to 18/8 to 18/0, the flatware will become less lustrous and less durable.