Shipping & Returns – Fast, Secure, and Transparent
At Friesland Porzellan, we place great importance on reliable shipping and fair return conditions. Your order will be processed and shipped within 24 to 48 hours (weekdays). This ensures you receive your products quickly and safely – whether within Germany, the EU, or worldwide.
Shipping Within Germany
For shipping within Germany, we charge a flat rate of €7.95. Orders over €100 (incl. VAT) are shipped free of charge. All prices include the legally required value-added tax (VAT).
EU-Shipping and International Delivery
We offer international DHL shipping to many European countries. Shipping costs to EU countries depend on the destination region:
- €15.90 for Belgium, Denmark, Estonia, France, Italy, Luxembourg, Monaco, Netherlands, Austria, Poland, Slovakia, Czech Republic, and Hungary
- €29.95 for Ireland, Portugal, Spain, Latvia, and Finland
- €19.95 for Switzerland, United Kingdom, Greece, Romania, Liechtenstein, Bulgaria, and Malta
- €29.95 for Norway (please note: a personal ID is required for deliveries to Norway)
We also offer fair rates for worldwide shipping: countries such as the USA, Canada, Australia, China, Japan, or Turkey can be supplied. Depending on the destination country, shipping costs range between €28.90 and €115.90. The exact shipping costs are displayed during the checkout process.
Right of Withdrawal & Returns for Consumers
As a consumer, you have a statutory right of withdrawal and can cancel your online order within 14 days of receiving the goods without providing any reason. The withdrawal must be made in written form – via email or mail to our customer service team. A sample withdrawal form is included in the package.
After exercising your right of withdrawal, you have another 14 days to return the goods to us in perfect condition. The customer bears the cost of the return unless an incorrect or damaged item was delivered by mistake.
Once we have reviewed your return, we will refund the purchase price and, if applicable, the original shipping costs within 14 days. You are only liable for any loss in value if it is due to improper use of the goods.
Returns
If your item is defective or does not match your order, you can of course submit a complaint. Please report any obvious defects in writing within 14 days of delivery. Returns must be made in the original packaging and with all accessories included.
In the case of justified complaints, we offer free rectification in the form of a repair or replacement. If this is not possible, you may choose between a refund of the purchase price or contract cancellation.
