At Villeroy & Boch Store, we extend the same care to our shipping and returns processes as we do in crafting our premium tableware and home collections. Your satisfaction is our priority, and we’ve designed these policies to ensure a seamless experience from delivery to potential returns.

Shipping Information

Order Processing

We carefully prepare each order within 1-2 business days of receipt. During peak seasons, processing may occasionally take slightly longer.

Shipping Methods

We offer two shipping options to accommodate your needs:

Standard Shipping ($12.95):
– Carrier: DHL or FedEx
– Delivery timeframe: 10-15 business days after shipment
– Includes tracking and insurance

Free Shipping (Orders over $50):
– Carrier: EMS
– Delivery timeframe: 15-25 business days after shipment
– Includes basic tracking

International Shipping

We ship globally, with the exception of certain Asian countries and remote regions. Please note that international shipments may be subject to customs fees, which are the responsibility of the recipient.

Returns & Exchanges

Return Policy Overview

We accept returns and exchanges within 15 days of the delivery date. To qualify:

  • Items must be in original, unused condition
  • Original packaging with all protective materials must be intact
  • Proof of purchase must accompany the return

Non-Returnable Items

To maintain our hygiene and quality standards, we cannot accept returns for:

  • Food Storage Containers once opened
  • Table Linens with removed tags or opened packaging
  • Personalized or monogrammed items from our Decorative Accents collection

Return Process

Follow these steps for a smooth return experience:

  1. Initiate Your Return: Email our customer service at [email protected] within 15 days of receiving your order. Use our template below for prompt processing.
  2. Pack Securely: Repackage items with original protective materials as you would store our fine porcelain.
  3. Ship Your Return: Send to our Raleigh facility using a trackable method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Processing

Once we receive and inspect your return (typically within 3-5 business days):

  • Timing: Refunds process within 5 business days after approval
  • Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Non-refundable unless return results from our error

Exchange Process

For exchanges of equal or greater value:

  • Follow the standard return process
  • Include a note specifying your desired replacement from our Bakeware, Dinnerware, or other collections
  • We’ll ship your new item once the return is received

Special Packaging Considerations

For fragile items like our Barware, Drinkware, or Vases collections:

  • We recommend double-boxing with cushioning material
  • Consider purchasing additional shipping insurance
  • Items damaged in return transit due to improper packaging may not qualify for refund

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Villeroy & Boch Customer Service,

I would like to initiate a return for the following item(s) from my order #[Your Order Number]:

Product Name(s):
Quantity:
Reason for return:

Please advise on return shipping instructions. I understand the return must be postmarked within 15 days of my delivery date ([Insert Delivery Date]).

Best regards,
[Your Full Name]
[Your Contact Information]

Contact Information

For any questions about our shipping or returns policies:

Villeroy & Boch Store
3722 Garfield Road
Raleigh, US 39153
Email: [email protected]

We handle your orders and returns with the same attention to detail that goes into crafting our premium tableware. Thank you for choosing Villeroy & Boch Store for your dining and home essentials.