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Current information about your order
Is a shipment currently taking place? Do I have to expect a delay?
Our shipment of goods is currently ongoing. Your order will be processed immediately and handed over to our shipping service provider DHL within 3 days. Due to a general increase in shipping volumes, however, the delivery time of your goods on the transport route can be extended. We are very sorry but unfortunately we have no influence on this. We ask kindly for your understanding.
You will normally receive your order within the delivery time specified in the item information or in your order confirmation. For further tracking of your shipment, we provide you with your DHL tracking number in the shipping confirmation.
Please note the shipping conditions and times outside of Germany currently change daily! Therefore, we kindly would like to ask you to inform yourself directly from our shipping service provider DHL.
Please also note that Porzellantreff only ships with 'DHL Paket International'!
You can access the DHL website here: https://www.dhl.de/en/privatkunden/kampagnenseiten/coronavirus.html
Please note that shipping is currently not possible for certain countries outside Germany. Should this apply to your order, we will contact you and inform you about the current status of your order.
You will normally receive your order within the delivery time specified in the item information or in your order confirmation. For further tracking of your shipment, we provide you with your DHL tracking number in the shipping confirmation.
Please note the shipping conditions and times outside of Germany currently change daily! Therefore, we kindly would like to ask you to inform yourself directly from our shipping service provider DHL.
Please also note that Porzellantreff only ships with 'DHL Paket International'!
You can access the DHL website here: https://www.dhl.de/en/privatkunden/kampagnenseiten/coronavirus.html
Please note that shipping is currently not possible for certain countries outside Germany. Should this apply to your order, we will contact you and inform you about the current status of your order.
I would like to return the goods. What do I have to do and how long do I have time?
After receiving the delivery you have a legal right of return of 14 days. We have decided to extend this right to 60 days for you! You can now decide in peace whether you want to return the goods. If it is not possible for you to bring your package to the post office due to the current situation, please contact us. Together we will find a solution. To find out whether a parcel shop near you is open, please use the DHL Paketshop search:
To the DHL parcel shop search
I have a question about my order. Who can I contact?
If you have any questions, customer service is available from Monday to Friday from 8 a.m. to 5 p.m.:
Tel.: +49 (0) 9238 - 99 091 0 or E-Mail: [email protected]
FAQ - Porzellantreff answers your questions
How can I place an order?
Once you have chosen a product, you can add it to your shopping cart. Simply click on the "Add to cart" button. In the upper right corner of the screen you will see an indication of how many products are in the shopping cart. As soon as you hover the mouse over the shopping cart symbol, the products last added to the shopping cart will be displayed. Products that are in your shopping cart will only be reserved for you after the order has been completed. In addition to convenient ordering in our shop, you can of course also order by telephone. Here you will find our contact information.
How can I create a user account?
Are you already our customer or would you like to register immediately? Then please click here. It is generally recommended to open a user account, as this will give you several advantages. With a user account you will always have access to your current and past orders. You can also change your account information at any time. This includes, for example, your e-mail and password information as well as your address book for billing and delivery addresses. You can also view all your product reviews, create and send a wish list, and manage your newsletter subscription. Here you get to your user account.
What possibilities does the shopping cart offer me?
In the shopping cart you will find an overview of your selected products. Here you can once again quickly and easily change your product number or remove products again. In addition, you can also redeem discount codes and claim your free gift as soon as you have reached the necessary goods value. In addition, we will inform you about the total amount of the selected products as well as the shipping costs and the included sales tax. To activate the order process, simply click on the checkout button.
How can I reset my password?
If your password is not successfully processed when you try to log in, we ask you to reset your password and assign a new one:
You can request a new password here.
If you do not receive a password reset email, please check your spam folder or provide us with your customer number or customer account email address. We will then check your customer account to see if it is active.
You can request a new password here.
If you do not receive a password reset email, please check your spam folder or provide us with your customer number or customer account email address. We will then check your customer account to see if it is active.
How can I activate my customer account?
In order to open a customer account, it is necessary that you confirm our e-mail with a request to activate your customer account. If you have already registered as a customer in the store, but your login fails and you are also unable to reset your password, we ask you to use the following link to activate your customer account:
Here you can activate your customer account.
In individual cases, the separate activation notification that we sent by e-mail gets lost in the mailbox or spam folder, so that no activation of the customer account has taken place yet. Only by actively confirming the link in the e-mail sent to you will the customer account activation take place. You can then log in or, if necessary, reset your password.
Here you can activate your customer account.
In individual cases, the separate activation notification that we sent by e-mail gets lost in the mailbox or spam folder, so that no activation of the customer account has taken place yet. Only by actively confirming the link in the e-mail sent to you will the customer account activation take place. You can then log in or, if necessary, reset your password.
Can I cancel a product or my order?
If you have ordered the wrong product or would like to change your mind at short notice, simply contact us by e-mail or telephone. We will immediately respond to your wishes: Phone: +49 (0) 9238 - 99 091 0 or e-mail: [email protected]
Please note: Changes of address are not possible at a later date if the order is already in the shipping process. You can enter a new address for a new order. It is best to change the address independently in your user account. This ensures that the information for your next order will be transmitted correctly.
Please note: Changes of address are not possible at a later date if the order is already in the shipping process. You can enter a new address for a new order. It is best to change the address independently in your user account. This ensures that the information for your next order will be transmitted correctly.
What payment options do I have?
We offer the most common payment methods. Among other things also the purchase on account. More information on all payment methods can be found here.
Shipping costs & delivery restrictions
We offer worldwide shipping. More information about shipping & delivery restrictions can be found here.
Can I also ship to a Packstation?
At the moment, you cannot have your packages delivered to Packstations, as the package size sometimes causes problems.
What is the status of my order?
After the completion of your order you will receive a confirmation by e-mail including your order number. You can check the status of your order at any time in your user account at “My orders“. As soon as our diligent employees have shipped your goods, you will be informed by us by e-mail. This e-mail also contains the DHL shipment number so that you can track the delivery yourself. Just use this link to track your parcel.
How do I send a product back to you?
Of course you can send the goods back. Please find more information about sending the cancellation policy.
How to buy vouchers from Porzellantreff.de
Select a voucher with your desired amount and put it in the shopping cart. After the purchase, the voucher will be sent to the e-mail address you specified in the order process as a separate e-mail with all the necessary data to the voucher.
You will receive a link in your e-mail that leads you to the print preview of the voucher. You can send this link as often as you like to any person of your choice. The e-mail and the printable version contain the necessary voucher code, which the recipient can redeem at the end of an order process. With the purchase of the voucher code, the voucher is immediately ready for redeeming.
The voucher will only be sent as a print version by e-mail. Therefore there are no shipping costs for you. If you did not receive the e-mail with the link to the print version of the voucher, please check your spam folder or contact our customer service via e-mail.
This is how you redeem your voucher from Porzellantreff.de
As usual, you select articles from our range and place them in the shopping basket. The order value of your articles must be at least equal to the value of the voucher to be sent. Now you need the voucher code, which you received in the voucher mail sent by us. Enter this voucher code in the field “discount codes“ in the shopping cart. Please pay attention to the correct spelling of the coupon code (without spaces)! The voucher value is automatically deducted from the amount to be paid. To complete your order, you will then be guided through the order process as usual.
What happens to a gift voucher after a return?
Of course, a gift certificate 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 receives regular discounts in the form of a voucher code. This coupon code can be redeemed in the shopping cart in the “Discount codes“ field. Please note that restrictions apply here. 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.
Conditions that apply to vouchers
Vouchers can only be redeemed once in our online shop Porzellantreff.de. A resale is not allowed. Vouchers cannot be paid out in cash. The order value when redeeming must be at least equal to the value of the voucher. Vouchers cannot be used to purchase additional gift certificates. We assume no liability for typographical errors in the e-mail address of the voucher recipient or for undeliverable e-mails for other reasons. There is no obligation on our part to redeem a voucher if the merchant does not pay for it. The general terms and conditions of Steinkamp GmbH & Co. KG apply in all other respects.
