Frequently asked questions

Simply register online or in a participating House of Villeroy & Boch / Villeroy & Boch outlet and enjoy the benefits straight away. You can find the Terms and Conditions of Participation here.

- Free delivery from an order value of 25 euros for My Club Gold Members and 50 euros for My Club Members, from 75 euros for non-members. In both cases, the value limit applies after deduction of all vouchers. Valid for orders placed in the online shop and for orders in our branches delivered directly to your home - throughout the entire year   

- Voucher on your birthday (only possible if you provide your date of birth) 

- My Club Deals and more exclusive My Club offers 

- Collect My Club points and redeem them directly (can be redeemed after 30 days) 

- Automatic notification of discontinued collections 

- Receive the latest information at all times about My Club special promotions in the club newsletter

- Notification service for item availability and price changes 

- and much more 

- Your shipping benefits vary depending on your My Club status.

Please click on “Forgot your password”. We will send you a new password by email. You always log in with your email address. 

To ensure that you receive your order quickly, all orders are handed over to our logistics team immediately. Therefore, changes, cancellations or summaries are unfortunately no longer possible afterwards.

We will inform you by e-mail about the status of your order. After dispatch, you will receive the tracking link to track your delivery. Available items, i.e. items marked with a green traffic light, are usually delivered within 3-5 working days. The payment method has no influence on the delivery date. 

You can see your orders and the current processing status at a glance in your My Club account: Log in here.

The shipping costs are 6.90 euros. From an order value of 25 euros for My Club Gold members, 50 euros for My Club members and 75 euros for non-members, we deliver free of charge. In all three cases, the value limit applies after deduction of all vouchers. You can create your personal My Club account here.

Yes, unfortunately you will have to pay multiple shipping costs for multiple orders, as it is not possible for us to bundle the orders.

We deliver only to addresses within Germany.

Click & Collect is a free delivery service that gives you the option of having your order shipped to any Villeroy & Boch store of your choice in Germany. This gives you an opportunity to inspect your ordered goods on collection from the store and ask our staff for advice. You will receive a notification email as soon as your goods are ready for collection from your chosen store.

Simply add items to your shopping basket and proceed to checkout. To have your order delivered to a Villeroy & Boch store, under “Shipping method”, select “Ship to a Villeroy & Boch store (Click & Collect – free shipping)”. Then select your chosen Villeroy & Boch store in the search screen that appears.

Delivery usually takes 3-5 working days. You will receive an email as soon as the goods have arrived at your favourite shop and are ready for collection. Simply show your order confirmation on your smartphone when you collect your order. Your order will be ready for you to collect during the shop's regular opening hours.

You can choose between the most popular payment methods for online shopping: PayPal, credit card payment, instant bank transfer and, in cooperation with our partner Klarna, purchase on account and hire purchase.

Pay for your purchase directly with PayPal and the goods will be dispatched immediately. With PayPal, you can also choose between various payment methods without having to enter your payment details: Transfer from a current account, card payment, direct debit or your own PayPal balance. At the end of the order process, you will be forwarded directly to PayPal to make your payment. If you already have a PayPal account, you only need to log in to PayPal with your user details. Otherwise, you can also create a new PayPal account with your order. Further information about PayPal can be found under PayPal FAQ.

The full purchase price will be debited as soon as your order is passed to our logistics department for processing. An authorisation of 1 cent is taken when the order is placed and immediately credited back to the card.
Your card details are not stored by us, but are transmitted to our payment service provider in encrypted form using SSL technology. You will be forwarded to the payment provider after confirmation of purchase.

The money will be refunded using the method you used to make your payment:

- If you paid by card, the money will also be credited back to your card.
- If you pay by PayPal, the money will be credited back to your PayPal account.
- When purchasing on account, it is not necessary to pay for items that you wish to return.
- Payments already made will be transferred back to you.

My Club bonus points or gift cards that you have redeemed with your order will be credited back to your account or the credit will be refunded within 48 hours of the return being processed. Redeemed vouchers expire with your return and cannot be redeemed again.

So that you can make your decision in peace, we grant an extended right of cancellation of 30 days for orders in our online shop.
Our Customer Happiness Team will be happy to provide you with the documents for free returns. Once your return has been received, you will be refunded according to the payment method you used. You can reach the Customer Happiness Team via our contact form.
Further information on the right of cancellation can be found here.

We make every effort to pack your order in break-proof packaging and check the quality carefully. Nevertheless, it can unfortunately happen that you receive a damaged item. In this case, please contact our Customer Happiness team with a photo and a short message: Contact form

You will receive prompt feedback. In many cases, it is not necessary to return defective items.

The gift card or gift voucher can be redeemed in all participating Villeroy & Boch shops and online at https://ww.villeroy-boch.de/. Please enter your online code in the shopping basket under “I have a gift car”. The gift card can only be redeemed in the country in which it was purchased. Partial redemption and transfer to third parties are possible. The voucher cannot be topped up. No interest will be paid on the balance.

A gift card is valid for a period of 36 months from the purchase date.

You can check the remaining balance in all participating Villeroy & Boch stores and online at https://www.villeroy-boch-de/.

New: We will lovingly wrap your order as a gift. We also lovingly gift-wrap many of our products and add a greetings card with the text of your choice. Of course, we can also send your order directly to the person you would like to surprise.

When you place your order, you can choose in the shopping basket whether you would like us to gift-wrap it for you. You can also add a greeting card, which we will print with your chosen message or enclose blank.

Gift wrapping costs €3.90. You will receive the greetings card free of charge.

We do not offer an availability guarantee for a specific period. You can register your tableware service with Villeroy & Boch. If your porcelain should ever be discontinued, our after-sales service will notify you in advance - up to 12 months before your series is phased out. This leaves plenty of time to buy replacements or complete the set. Click here to register: contact form

Our popular Toys Delight and Winter Bakery Delight decors are available all year round.

All currently available collections are listed in our online shop. Any tableware services that are not featured are unfortunately no longer available.

Your Villeroy & Boch cutlery is made of high-quality 18/10 stainless steel. Rust spots that can occur are known as rust film. This is a deposit on the surface of your stainless cutlery. The good news is that the rust layer can be easily cleaned off, provided you do this as soon as it appears. Unfortunately, washing-up liquid does not always help, but I have had very good experiences with toothpaste and ceramic hob cleaner, which you are sure to have at home. - Apply toothpaste or the cleaner to the rusty areas. - Rub the spots with a soft cloth or sponge. - Rinse the cutlery thoroughly with water. - Dry the cutlery with a clean, soft cloth. You can then easily remove the rust stains in just a few seconds using a soft cloth or a dishwashing sponge. Stubborn flash rust: - For stubborn flash rust, it may be necessary to repeat the process or leave the cleaner on for longer. - For stubborn rust stains, I recommend a ceramic hob cleaner or the porcelain cleaner "Etolit". I have had very good experiences with this. If you take a quarter of an hour once or twice a year to clean your cutlery with a ceramic hob or porcelain cleaner, you will prevent the formation of stubborn deposits in advance and remove residues that can build up on your cutlery over time. How does flash rust form? This is caused by rusting materials that have been washed in the dishwasher. The rinsing water transfers the rust particles to your cutlery. Prevention: To prevent rust stains from forming, make sure that no rusting items get into the dishwasher. Sometimes an intensive search is necessary to find the source. I will be happy to give you a few tips to help you find and eliminate the cause in your home. Form a ball of aluminium foil the size of a table tennis ball and place it in the cutlery compartment of the dishwasher. The rust film will now preferentially settle on the aluminium foil rather than on your cutlery. You should replace the ball regularly. We are also often asked why rust film mainly settles on knife blades. To ensure that they cut reliably, table knives are made from the particularly hard 13/0 stainless steel, while all other cutlery items are made from softer 18/10 stainless steel. The 13/0 stainless steel used for the knives attracts the rust film during the washing process in a similar way to a magnet. Typical sources of flash rust are - Pots, bowls, colanders or kitchen utensils such as cheese slicers or garlic presses made of steel. Do you wash these items in the dishwasher from time to time? - Cracks in the surface of your cutlery basket will expose the metal structure of the basket and cause rust. Take a look at your cutlery baskets and the rollers of your dishwasher - is there any damage? 

➥ Find out more about materials

Dark discolouration is a coating on the glaze that can occur when the crockery comes into contact with metal. Fortunately, you can usually remove this superficial coating easily. Unfortunately, washing-up liquid or cleaning in the dishwasher will not help, but you can remove these marks with a commercially available ceramic hob cleaner, which you will certainly have at home, or with a non-scratch cleaning agent / porcelain cleaner, such as "Etolit": - Apply the cleaner to the affected areas according to the manufacturer's instructions. - Leave the cleaner to work for a few minutes. - Rub off the coating with a soft sponge or cloth. - Rinse the item thoroughly with water. - Dry the item with a clean cloth. Sometimes the abrasion stubbornly sticks over a longer period of time. In these cases, it may be necessary to repeat the process or leave the cleaner on for longer. In this case, I have had the best cleaning experience with the porcelain cleaner "Etolit". If you take a quarter of an hour once or twice a year to clean your service with a porcelain cleaner, you will prevent the build-up of stubborn deposits in advance and remove residues that can build up on your crockery over time. What causes this residue? Metal abrasion can be caused by the porcelain coming into contact with metal objects. Metal is softer than porcelain and therefore rubs against it. This results in a grey coating on the glaze surface, which you have also noticed. The most common source is, of course, cutlery. However, in addition to cutlery, there are many other typical sources of contact, e.g: - Metal parts that come into contact with the crockery in the dishwasher, e.g. cutlery, metal bowls, pots or pans - a damaged dishwasher basket: these are usually steel baskets encased in plastic - Sinks, worktops or cupboards made of stainless steel We would be delighted if you could make your crockery shine again with these tips.

Our ceramic museum will be happy to help you. Please send a photo of the item and the base stamp to keramikmuseum@villeroy-boch.com

All porcelain items from our current range can be used in the oven. Please avoid any sudden changes in temperature, i.e. heat the items up slowly and leave them to cool down. Do not place items in a preheated oven.
However, you can heat up porcelain with hot water or in an oven at a low temperature and then place it in a preheated oven if specified in the recipe.

You rightly expect high quality and product safety from Villeroy & Boch. No lead, cadmium or other heavy metals are added to the glazes and porcelain compounds. Heavy metals may be present in paints or decorative images as complexing agents. Before the market launch of the product and at regular intervals, internal and external laboratories conduct independent tests on heavy metal levels. We always comply with the required threshold values. Please read the conformity declarations here.

In general, all our decors, with the exception of tableware with precious metal components, are microwave-safe. Decors with gold or platinum plating are not suitable for use in the microwave. You can find details for each item on our website.