Frequently asked questions

Table of contents

Questions about delivery and shipping:


Questions about prices:
Questions about payment:
After your order:
Questions from companies:


Which countries do you deliver to and what are the shipping costs?

We ship our goods as insured parcels with DHL. You can find an overview of our delivery destinations and shipping costs here:

Overview of shipping destinations and shipping costs

The shipping costs are calculated according to the shipping destination and shipping weight. We calculate according to parcels weighing up to 5, 10, 15 and 18 kg. If the shipping weight exceeds 18 kg, we split the shipment into several parcels, as experience has shown that the handling of heavier parcels by delivery drivers increases the risk of the goods being damaged/broken.


Can I also have my parcel delivered to a DHL Packstation?

Of course, you can also have your shipment sent to a DHL Packstation for deliveries within Germany. To do this, simply enter your DHL post number and the details of your desired Packstation as the shipping address in the following fields during the ordering process:

  • field firstname: your firstname
  • field lastname: your lastname
  • field company name: your personal DHL post number
  • field street/no.: Please enter the term "Packstation" and then the number of your desired Packstation (e.g.: Packstation 123)
  • field ZIP: Please enter the zip code of your desired Packstation here.
  • field town: Please enter the location (city) of your desired packing station here.
Don't know the exact details of your Packstation? No problem, you can easily find them out from DHL:
https://www.dhl.de/en/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation.html

Simply enter the zip code or your city and DHL will show you all nearby Packstations with Packstation number, zip code and city.


How can I immediately display the correct prices for my country of delivery in the shop?

If you register an account in the shop, the correct prices and VAT rates will be displayed immediately based on the information you have provided, provided you are logged into your shop account.

If you have not yet registered an account or do not wish to do so, you can simply select your country in the shop settings and click on "Save". The correct data for your selected country will then also be displayed directly.

On a personal computer (PC):


On your mobile device:


If you do not do this or select a different country here, the store will update the prices at the latest during the ordering process based on the information you have entered there.


The prices are displayed in euros. I would like to see the prices in another currency.

We are a company based in Germany and only accept payments in euros. The store therefore only displays prices in euros. Nevertheless, you can of course also order from countries where the euro is not a means of payment. When paying by PayPal or credit card, your payment amount is automatically converted into your desired national currency by our payment service provider PayPal using the current exchange rate. You do not need to do anything else.

For bank transfers, please note that some banks charge additional fees for the conversion.

You can see how much your order will cost in converted terms at any time on Google, for example, by converting the current euro prices into other currencies:

https://www.google.com/search?q=convert+currency




I want to pay by credit card, but my card has been declined. What can I do?

Payment by credit card is processed by our external service provider PayPal. You do NOT need a PayPal account for this. The decision as to whether or not your card is accepted for payment in the desired amount lies solely with PayPal. Unfortunately, we have no influence on this.

If PayPal refuses to accept payment by credit card, you can therefore only use one of the other payment methods offered. If you have a PayPal account, for example, you can use PayPal directly (without going through a credit card) and are covered by PayPal Buyer Protection. If you do not have a PayPal account, you can also use the "prepayment/bank transfer" option at any time. Here you simply transfer the invoice amount to us in advance by bank transfer. If you have any concerns here, you can protect your purchase with Trusted Shops buyer protection. You can also see from our positive ratings on Trusted Shops, the independent rating platform for online stores, that we are a trustworthy retailer.


I have ordered from the store. How can I track the delivery?

We ship our goods as insured parcels with DHL. As soon as we print your shipping label, you can view the DHL tracking number for the order in your customer account.

You will also receive this information again by e-mail from DHL. You may also want to check your spam folder, as these emails sometimes end up there.

With the tracking number, you can also track the shipment at any time on the DHL website, view the status of the shipment and the expected delivery date:

https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html

We usually send our parcels Monday to Friday (except on German public holidays) around 1 pm. However, due to the DHL system, it can take up to 24 hours in individual cases before you can actually track your parcel with the DHL tracking number after it has been dispatched.


I have received my parcel. Unfortunately, the goods have arrived damaged. What can I do?

Porcelain is a fragile product. Although we always pack them well, it can unfortunately always happen in exceptional cases that something breaks during transportation.

In such a case, please contact us informally by e-mail and describe the case to us, preferably together with your order number and the numbers of the damaged products. Please also include a few photos of the damaged goods. We will then contact you as soon as possible to rectify the problem and send you a replacement if possible.


I am a company. When I enter my VAT ID, I only get an error message. What can I do?

Please check first that there is no simple typing error.

Some customers also like to confuse the VAT ID with a "normal" tax number from the tax office. Please note that only VAT IDs can be entered in the "VAT ID" field. These always start with a two-digit country abbreviation, followed by numbers and/or other letters.

Here you will find a list of the structure of a VAT ID in all participating countries:

https://en.wikipedia.org/wiki/VAT_identification_number

In Greece, for historical reasons, the numbers do NOT start with "GR", but with "EL" (derived from "Hellas").

In Italy, the introductory letters "IT" are often omitted from the numbers in national traffic. For this reason, customers from Italy often try to enter the ID without the leading "IT" in our store. This will also lead to an error message! In this case, please be sure to enter the leading "IT" together with the number.

 

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