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Frequently asked questions
Our services
Villeroy & Boch eShop is a secure shopping site. All private data is encrypted and credit card processing is provided by PayPal – one of the most trusted and secure Internet merchant service providers in the world.
Our Official Online Shop has the largest current selection available in the United States. 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.
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.
You can also “bookmark” this item by adding it to a Wishlist for future purchase (you must be logged in to use this feature). To access your already created Wishlist, please navigate to the “My Account” area at the top of the page.
You can also be Notified of product availablity by clicking on the product and providing your email address.
Yes, we have partnered with myregistry.com to bring you the best Gift Registry experience for every special occasion - your wedding, a house warming party, birthdays and more! Our Registry program comes with a variety of benefits such as bonus gifts and additional completion savings. Please do not hesitate to contact us for additional information or recommendations.
Unfortunately at this time we do not offer gift wrapping services. Many of our sets arrive packaged in a box which can easily be wrapped for individual gifting, however open stock items (for example, a single dinner plate) are individually wrapped and shipped in a standard shipping box.
Please make sure that you enter the postal code in the following format: XXX XXX. It’s case sensitive so please use all caps for letters and put a space in between. If you still experience difficulty checking out, please contact us at [email protected].
My Club
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.
- 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
Please click on “Forgot your password”. We will send you a new password by email. You always log in with your email address.
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.
Order Processing
Once your order ships you will receive a shipping confirmation that includes your UPS tracking number. Additionally you can log into your account and choose “Purchases” on the left hand side to see order details.
Unfortunately we are unable to cancel an order once it has been placed. Once your order is received, instruction on how to return your order if you are not satisfied will be included in the package.
Unfortunately we are unable to make price adjustments after an order is placed.
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 [email protected] 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.
Shipping & tracking
Once your order is placed, it will take approximately 5-15 business days to ship. The order ships from our warehouse in NJ. Once it ships, you will receive a notification email and tracking number. We cannot guarantee delivery dates once the order is shipped.
At this time, unfortunately we do not have an expedited shipping option for Canada customers. We apologize for any inconvenience this may cause.
Villeroy & Boch proudly offers the largest selection of open stock dinnerware and glassware. This means that—depending on the quantity you have purchased—products not sold as a set are either shipped in case packs of 4, 6, or 8 pieces in a single box, or they are individually wrapped to ensure safe shipment. Unless specified in a product’s details that the item is boxed, we unfortunately do not offer individual boxes.
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).
Returns / Exchanges
If your order arrives damaged please send a photo of the damaged items and include your order number to [email protected] within 30 days of delivery. We are unable to provide support for damaged orders reported after 30 days. We are unable to provide support for damaged items purchased thru other retailers.
We do not offer free shipping for returns. Return shipping costs are up to the customer. We do not offer refunds for return shipping fees incurred by the customer. We accept returns on orders within 30 days of delivery when accompanied by the packing slip. Boxed sets must be complete to be refunded.
Please return orders by mail to:
PI Returns
Attn: Villeroy & Boch
Order #
22 Worcester Road
Etobicoke ON M9W 5X2
Include the packing slip with the return and email us at [email protected] with your tracking number.
Product and Material Information
Premium bone porcelain, also referred to as fine china, is made of a high quality mixture of ceramic materials and bone ash. This top-of-the-line dinnerware is lightweight, semi-transparent product that is usually in a brighter white tone and is one of the strongest types of dishes.
Premium porcelain, also referred to as china, is a high-quality product that is made of a blend of fine materials fired multiple times at very high temperatures. The high-quality and shell-like glimmer of this type of dinnerware is similar to bone china, yet premium porcelain is more affordable.
Borosilicate glass is a special type of glass that is made with boron oxide, making it extremely resistant to high heat. It is dishwasher safe and can be used to enjoy both and cold beverages.
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.
Product care
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.
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.
Your flatware is dishwasher safe. We recommend using non-scented dish soap and placing your flatware in the bin with the handles down.
Contact
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