FREQUENTLY ASKED QUESTIONS

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 the contact form Further information on the right of cancellation

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.

To redeem your voucher, please log in to your My Club account and enter your voucher code in the shopping basket. Did you make a mistake when entering the code? Did you enter a space before or after the code? Have the redemption conditions been observed? You will find these at the end of your voucher. Some vouchers require a minimum order value or cannot be combined with other discount promotions and therefore cannot be used on already reduced items. Would you like to redeem a gift card? Please select the option "I have a gift card" and enter your code there. Have you followed these points and still can't redeem your voucher? Our Customer Happiness Team will be happy to help you. You can reach us here. So that we can help you directly, please send us a copy of your voucher, your shopping basket and the error message.

We offer bathroom planning on site in our showroom in Mettlach or via video from the comfort of your own home. Our website also provides you with various tools for inspiration and planning. You can find more information here.

Toilet seats are usually subjected to frequent one and double-sided loads. The fastening on the ceramic surface is therefore highly stressed due to the regular dynamic load. The screw connections can thus possibly work loose due to regular use of the toilet. We therefore advise you to check the fastenings at regular intervals and to tighten them as required.

Minor damage or chipped glaze on the ceramic can be repaired with a repair pen. To order, please send an e-mail to: info.b@villeroy-boch.de

This is almost always so-called metal abrasion. This occurs when metal objects rub against the ceramic. As the ceramic is very hard, these streaks occur. However, these can be easily removed again. Simply rub the streaks away with a dry cloth and a little ceramic hob cleaner.

Please contact our service staff at info.bad@villeroy-boch.com or via our contact form.

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.

My benefits as a My Club member: Free delivery from an order value of £25 for My Club Gold Members and £50 for My Club Members, from £150 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 change
• and much more
• Your shipping benefits vary depending on your My Club 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.