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FAQ - Porzellantreff answers your questions
How can I place an order?
Once you have decided on a product, you can add the desired product to your shopping cart. Simply click the "Add to cart" button. A notification will then appear in the upper right area of the screen showing how many products are currently in your cart. When you move the mouse over the cart icon, the most recently added products will be displayed. Products in your shopping cart are only reserved for you once the order has been completed. In addition to ordering conveniently in our online shop, you can of course also place your order by phone. You can find our contact information here.
How can I create a customer account?
Are you already our customer or would you like to register now? Then please click here. In general, it is recommended to create a customer account, as it offers several advantages. With a customer account, you always have access to your current and past orders. Furthermore, you can change your account information at any time. This includes, for example, your email address and password as well as your address book for billing and shipping addresses. In addition, you can view all your product reviews, create and share a wish list, and manage your newsletter subscription. Access your customer account here.
What options does the shopping cart offer?
In the shopping cart, you will find an overview of the products you have selected so far. Here you can quickly and easily change product quantities or remove products. You can also redeem discount codes and receive your free gift once you have reached the required order value. In addition, we inform you about the total amount of the selected products, shipping costs, and the included VAT. To proceed with the checkout process, simply click the checkout button.
How can I reset my password?
If your password cannot be processed successfully during the login attempt, please reset your password and set a new one:
You can request a new password here.
If you do not receive an email to reset your password, please check your spam folder or provide us with your customer number or the email address of your customer account. We will then check whether your customer account is active.
You can request a new password here.
If you do not receive an email to reset your password, please check your spam folder or provide us with your customer number or the email address of your customer account. We will then check whether your customer account is active.
How can I activate my customer account?
To create a customer account, it is necessary to confirm our email requesting the activation of your customer account. If you have already registered as a customer in the shop but your login fails and you are also unable to reset your password, please activate your customer account using the following link:
You can activate your customer account here.
In some cases, the separate activation email we sent may end up in your inbox or spam folder unnoticed, meaning that the customer account has not yet been activated. Only by actively confirming the link in the email will the customer account be activated. Afterwards, you can log in or reset your password if required.
You can activate your customer account here.
In some cases, the separate activation email we sent may end up in your inbox or spam folder unnoticed, meaning that the customer account has not yet been activated. Only by actively confirming the link in the email will the customer account be activated. Afterwards, you can log in or reset your password if required.
Can I cancel a product or my order?
If you ordered an incorrect product or change your mind at short notice, you have the option to reduce items in your order or cancel the entire order. Cancellation is only possible as long as your order has not yet entered the shipping process. Registered customers can already find this function within the order in their customer account. All customers can access our cancellation form using the combination of email address and order number.
You can find the link to the cancellation portal here:
Open cancellation portal
Please note: Address changes are not possible after the order has been completed. If you entered an incorrect delivery address, it is necessary to cancel the order (if it has not yet entered the shipping process) and then place a new order with the correct address.
Which payment methods are available?
We offer the most common payment methods, including purchase on account. You can find more information about all payment methods here.
Shipping costs & delivery restrictions
We offer worldwide shipping. You can find more information about shipping costs & delivery restrictions here.
Can I have my order delivered to a Packstation?
Currently, delivery to Packstations is not possible, as the parcel size may cause issues.
What is the status of my order?
After completing your order, you will receive an order confirmation by email including your order number. In your customer account, you can view the status of your order at any time under “My orders”. As soon as our team has shipped your goods, you will be informed by email. This email also contains the DHL tracking number so that you can track your shipment independently. Simply use this link to track your parcel.
How can I return a product?
Of course, you can return the goods. Please refer to our cancellation policy and our instructions for return registration for further information.
How to purchase vouchers from Porzellantreff.de
Select a voucher with your desired amount and add it to the shopping cart. After purchase, the voucher will be sent as a separate email with all necessary voucher details to the email address provided during checkout.
You will receive a link in your email that leads you to the printable version of the voucher. You can forward this link to any person of your choice as often as you like. Both the email and the printable version contain the required voucher code, which the recipient can redeem at the end of the checkout process. Once the voucher code is purchased, the voucher is immediately ready for redemption.
The voucher is sent only as a printable version by email. Therefore, no shipping costs apply. If you do not receive the email with the link to the printable voucher version, please check your spam folder or contact our customer service by email.
How to redeem vouchers from Porzellantreff.de
As usual, select items from our range and add them to the shopping cart. The order value must be at least equal to the value of the voucher to be redeemed. You will then need the voucher code that you received in the voucher email we sent you. Enter this voucher code in the “Discount codes” field in the shopping cart. Please ensure that the voucher code is entered correctly (without spaces). The voucher value will be automatically deducted from the amount to be paid. You will then be guided through the checkout process as usual to complete your order.
What happens to a gift voucher after a return?
Naturally, a gift voucher retains its value. Please contact us so that we can reactivate the voucher.
How can I redeem a promotional voucher?
We regularly provide our customers with promotional vouchers. Every newsletter subscriber regularly receives discounts in the form of a voucher code. This voucher code can be redeemed in the shopping cart in the “Discount codes” field. Please note that restrictions apply. For example, a promotional voucher can only be redeemed once per customer. In addition, promotional vouchers are limited in time and are subject to a minimum order value.
Here you will find the terms and conditions that apply to vouchers
Vouchers can only be redeemed once in our online shop Porzellantreff.de. Resale is not permitted. Vouchers cannot be paid out in cash. The order value when redeeming a voucher must be at least equal to the value of the voucher. Vouchers cannot be used to purchase additional gift vouchers. We assume no liability for incorrectly entered email addresses of voucher recipients or for emails that cannot be delivered for other reasons. We are under no obligation to redeem a voucher if the voucher purchaser has not paid for it. The General Terms and Conditions of Steinkamp GmbH & Co. KG apply.
