Frequently asked questions

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

- My Club members receive free shipping for orders of $80 and My Club Gold members receive free shipping for orders of $50. For orders over $100, Villeroy & Boch provides FREE DELIVERY for all products featured on this website. All delivery charges refer to one order and one delivery destination in Australia; multiple orders may not be combined. All orders are shipped from our partner's warehouse location in Prestons, NSW.

- 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.

Once your order is placed, it will take approximately 2 business days to process. The order ships from our partner's warehouse location in Pemulwuy, NSW, and will arrive in approximately 8 -10 business days after the order is placed depending on your location. You will be notified of the status of your order by email.

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

All orders placed online are shipped via Australia Post.

The shipping costs are $12.95. From an order value of $100 we deliver free of charge.  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 Australia.

Australia does not offer click and collect.

Australia does not currently offer this service.

Australia currently do not offer this service.

Villeroy & Boch offers the most popular payment methods in the online shop: PayPal, Afterpay and all major credit cards. This means that your order is dispatched directly to your home as soon as it is received.

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.

We accept returns and exchanges on orders from our online shop (in its original condition and including all the original packaging) within 28 days of delivery. Please contact us at eshop@villeroy-boch.com.au to receive a return authorization. No refunds will be given for seasonal items such as Christmas or Easter purchased on sale if you have simply changed your mind. Once your return is received and processed, a credit to the original method of payment will be applied.

You can reach the Customer Service Team via our contact form.
Further information on the right of cancellation can be found here.

In case your item is damaged while shipping, please email a photo of the broken item to eshop@villeroy-boch.com.au. Please include your order number. Our customer service will process your request and contact you if there are any questions. Please do not ship broken merchandise back to us but safely dispose of any damaged items.

A form is attached for your convience, please contact our Customer Service 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.com.au/. 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/.

Australia currently do not offer a gift wrapping service.

Australia currently do not offer this service.

Australia currently do not offer this service.

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.