FAQ - Porzellantreff answers your questions

Who doesn't ask, ...

If you have questions that cannot be answered here, we are there for you by phone: +49 (0) 9238 - 99 091 0 or e-mail: service@porzellantreff.de

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 open 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.

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: service@porzellantreff.de
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?

Of course you can also have your goods delivered to a packing station. Please provide the necessary information during the ordering process within the delivery address. If you do not know the number of your Packstation, you can search for it here:
Link to Packstation search
Please note that for deliveries to a Packstation payment by invoice is not possible.

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 KG Porzellanhandel apply in all other respects.