Is it safe to shop on your site?

Yes, Villeroy & Boch eShop is a secure shopping site.

I am looking for a specific pattern, but don’t see it online. Can you help?

Our Official Online Shop has the largest current selection available. 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.

What if an item I want to order is temporarily out of stock?

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.

How can I register for the Privilege Club?

You can register easily online or in a participating House of Villeroy & Boch/Villeroy & Boch outlet and immediately enjoy the benefits. You can find the conditions for participation here.

What benefits does the Privilege Club offer?

Your benefits as a Privilege Club member

- Free delivery – throughout the year
- €10 voucher for your birthday (only possible if you provide your date of birth)
- Member deals and other exclusive offers
- Earn and redeem bonus points
- Automatic notification of discontinued collections
- Club newsletter keeps you informed of Privilege Club special promotions

I have already registered as a customer in the online shop and have an account. How can I access the Privilege Club benefits?

In general, all Villeroy & Boch online shop accounts can access the Privilege Club benefits. If this is not the case with your account, you can upgrade your status. To do this, click on ‘Privilege Club’ in your account, agree to the Conditions of Participation and the newsletter, and then click on ‘Register now’ to confirm.

How do I earn points?

You can start earning points by registering: Get up to 1,000 bonus points when you first register: 500 points for registering, 300 points for confirming the email address and another 200 points when you provide your date of birth.

For each purchase in our online shop, in a participating House of Villeroy & Boch and in Villeroy & Boch outlets, you will receive bonus points worth 3% of the purchase value.

How many points will I earn for my purchase?

For each purchase, you will receive bonus points worth 3% of the purchase value.

Can I add points retrospectively?

It is not possible to credit points retrospectively. Please remember to log on in the online shop and tell staff in the House of Villeroy & Boch and Villeroy & Boch outlets that you are a Privilege Club member before your purchases are processed.

Where can I redeem my points?

You can redeem points at any time in the Villeroy & Boch online shop, in participating Houses of Villeroy & Boch and in the Villeroy & Boch outlets.

How much is a point worth?

A point is worth 1 cent.

I have collected points online but I can’t see them in my account yet.

The points will be displayed as soon as possible. For online purchases, the points will be visible as soon as the products have been dispatched to you. In the case of store purchases in store, your points will be visible in your account after 24 hours.

Can my points expire?

Points are valid for 2 years. We will notify you by email 3 months before your points are due to expire.

Is there a minimum purchase value for redeeming points?

Yes, the minimum purchase value for redeeming points is 20 euros.

Where can I check my points balance?

You can view your points at any time in your account.

How can I unsubscribe and what happens to my points?

To unsubscribe, please contact our Customer Care Center (https://www.villeroy-boch.co.uk/dining-lifestyle/service/contact/contact-tableware.html). You must unsubscribe in writing. When you unsubscribe, please state whether you would like to redeem your points first.

I’ve forgotten my login details. What should I do?

Click on ‘Forgot your password’. You always log in with your email address.

My details have changed. What should I do?

You can change your address details online in your account and at the till in one of our participating stores. Only your email address cannot be changed.

How can I track my order?

Once your order ships you will receive a shipping confirmation that includes your DPD tracking number. Additionally you can log into your account and choose “My Orders” on the left hand side to see order details.

How can I cancel my order?

Unfortunately after an order is placed we are unable to cancel or make changes to it. However you can just refuse your order when it will be delivered so it will be returned to us and you will receive a refund.

Can I change my existing placed order - add or remove items?

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 items.

How can I change my shipping address?

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.

How can I see my order history?

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

How much are the shipping costs?

The shipping costs are £30. From an order value of £250, we deliver free of shipping costs.

What shipping carrier do you use and what shipping options do you offer?

All orders placed online are shipped via TNT Express.

How long will it take to receive my order after it has been placed?

The order ships from our warehouse in Merzig/Germany (via TNT Express) and will arrive inwithin 5 to 7 working days after the order is placed depending on your location.

What is your return policy? How do I return or exchange my products?

We accept returns on orders within 30 days of purchase. To return items free of charge, please apply the free returns label enclosed within your delivery parcel and drop your return off in your nearest DPD shop. Once your return is received and processed, a credit to the original method of payment will be applied.

Further information on General Terms and Conditions for the purchase of goods in the Villeroy & Boch online shop

What if an item arrives broken?

If your item is damaged during shipping, please e-mail a photo of the broken item to service.uk@villeroy-boch.com. Please include your order number. Our customer service will process your request and ship you replacements for any broken items. Please do not ship broken merchandise back to us. When your replacements arrive, please safely dispose of any damaged items.

How do I care for my Villeroy & Boch dinnerware?

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.

How do I care for my Villeroy & Boch crystal stemware/glassware?

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.

How do I care for my Villeroy & Boch flatware?

Your flatware is dishwasher safe. We recommend using non-scented dish soap and placing your flatware in the bin with the handles down.

How does the Villeroy & Boch gift service work?

When you place your order, you can select the product(s) in the shopping basket that you would like us to gift wrap. You can also add a greeting card, which we will enclose either with your personal message printed or blank.

How much does the gift service cost?

We charge £3.90 per gift package. The greeting card is free.

Do I have to add a greeting card message?

You can decide whether you want us to print your message onto the card or whether you would prefer to write it yourself.

Can I have the gift delivered to a different address?

Yes, we can deliver your gift to any address in the UK. Our delivery note does not include prices and you will receive the invoice by email, as usual.

Surprise your loved ones!

New: We can gift wrap your order. We can also gift wrap many of our products and add a greeting card with your personal message. We will send your order, if so desired, directly to the person you want to surprise.

Still have questions?

We are happy to help you! Contact us at service.uk@villeroy-boch.com or call for free from monday - friday 7am - 5pm:00800 6864 8110