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Is it safe to shop on your site?
Yes, Villeroy & Boch eShop is a secure shopping site. All private data is encrypted and credit card processing is provided by PayPal - one the most trusted and secure internet merchant service providers in the world.

Can you ship to a freight forwarder?
Yes, we can ship to a freight forwarder. However, UPS is instructed to deliver ONLY to the address that is entered on the order. If your freight forwarder has more than one location, UPS will ONLY deliver the package to the address as entered.

How long will it take to receive my order after it has been placed?
During the Holiday Season December 2014, please expect in-stock items to arrive within 5-10 business days.

(During the regular season) Once your order is placed, it will take approximately 3-5 days to process. The order ships from our warehouse in NJ and will arrive in approximately 7-10 business days after the order is placed depending on your location.

How can I track my order?
Once your order ships, you will receive a shipping confirmation that includes your UPS tracking number.

How can I expedite my order?
At this time, all orders placed online are shipped via UPS Ground. If you would like to have your order expedited, you must place your order by phone with our eService (1-800-845-5376). Please note that expedited deliveries are not compliant with our free shipping policy and additional shipping and handling charges will apply.

Do you offer price adjustments?
Unfortunately, we are unable to make price adjustments after an order is placed.

Can I change my existing placed order - add or remove items?
Unfortunately, after an order is placed, we are unable to make changes to it. If you would like to add additional items, please place a separate order. If you would like to remove some items, please wait for them to arrive, and then simply return no longer wanted merchandise.

How can I change my shipping address?
Unfortunately we are unable to make any changes after an order is placed in our system. Please check and verify all shipping details very carefully before placing your order.

What if an item arrives broken?
In case your item is damaged while shipping, please e-mail us a photo of the broken item: eservice@villeroy-boch-usa.com.  Please include your order number. eService will process your request and contact you if there are any questions.

Can I cancel my order?

If you placed an order and no longer want it, simply wait for it to be delivered and then return it.

I am waiting for a backordered item, and no longer want it. How do I cancel my pending order?
If you have an item that is on backorder that you would like to cancel, please e-mail eservice@villeroy-boch-usa.com with your order number and the item you would like to cancel.

What is your return policy? How do I return my order?
We accept returns on orders within 30 days of purchase. Please contact us at eservice@villeroy-boch-usa.com to receive a return authorization.

Do you ship outside of the US?
Unfortunately at this time we do not ship outside of the United States.

Can I ship to a PO Box?
At this time, we are unable to ship to PO / APO boxes. All orders are shipped via UPS and we require a physical mailing address.

How can I see my order history?
To view your order history, log in to your account. Then click on My Account Area in the top right corner. All of your recent orders will be available to view.

Still have questions? Contact our Online eService representative eservice@villeroy-boch-usa.com

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