|In our Shop help, we would like to inform you fully about the functioning of FÜRSTENBERG's shop. By clicking on the topics, you will be scrolled automatically to the corresponding text. If you do not find an answer to your question there, you may contact us directly.|
How do I become an online customer at FÜRSTENBERG?
On the right, you will find a box with "Log in and password". Please click on "New registration" there and then enter your personal data. During the ordering transaction, you will have the opportunity to change or supplement your personal data. Once you have entered your customer data and order data, please verify this once again. It is possible to change this without any difficulty. If the shipping and billing addresses are the same, you will receive the invoice and receiving slip packed with your article(s). Your customer number is included on these. If the addresses differ, you will receive only the receiving slip with the shipment. The invoice will be sent to the billing address provided by you.
How do I delete my personal account at FÜRSTENBERG?
If you would like to delete your account, please contact us. If no orders are being processed for you currently, we can delete your personal account.
Orders and shipping
Can I have my order shipped to other addresses?
You may have your online purchases sent to any address within the selectable countries (Germany, Switzerland, Norway, EU countries). Please no post office boxes. Please enter this address as the shipping address. As usual, your invoice from FÜRSTENBERG will be sent to your billing address.
What are the shipping costs?
The flat charge for shipping costs amounts to € 6.50 within Germany and € 20.00 within the rest of Europe.
When will my order be delivered?
You will find the projected delivery period in the article specification. If you do not find the information there, deliveries are made in Germany generally in 2 to 3 working days and within the rest of Europe generally in 3 to 5 working days. Should articles be undeliverable within the given timeframe, we will inform you immediately. The formation of the purchase agreement does not occur with this acknowledgement of receipt rather with the receipt of the order confirmation. This will be sent to you by mail once the order has been received.
Can I order from FÜRSTENBERG by telephone or e-mail?
Of course, you may order from us by e-mail or contact us by telephone. However, to assure speedy processing, we would recommend making your order on the internet.
What are the payment possibilities?
You may pay for your online purchase as follows:
- With an authorized credit card: We accept Eurocard/Mastercard and Visa. For this, please select "Credit card" under "Type of payment".
- By direct debit: Please select "Direct debit" under "Type of payment" (applies only within Germany).
What are your General Terms and Conditions?
You will find our General Terms and Conditions at the bottom of each page of our shop. Furthermore, for each order, there is a corresponding reference to our AGB. Please click on this.
When will my account be charged?
FÜRSTENBERG will charge you the purchase price once the order confirmation has been sent; with that, prepayment is agreed.
What is done with my customer data?
In principle, your personal data will not be passed on to unauthorized third parties outside of the company FÜRSTENBERG. This data is only for internal use and the trouble-free handling of your online purchase. Your data will be passed on to third parties only if this is necessary for the fulfillment of our contractual obligations with you. Furthermore, we pass on personal data to third parties only with your consent or if this is legally intended or is necessary for the protection of FÜRSTENBERG Porcelain Manufactory, our customers and the public and does not conflict with interests warranting protection.
Guarantee of data security for a FÜRSTENBERG purchase
To prevent unauthorized access to your data by third parties, the FÜRSTENBERG Shop uses the encryption technology Secure Socket Layer (SSL) for the transfer of sensitive payment information. SSL is a standard protocol recognized for the internet. It guarantees a secure exchange of data. With this, all data relevant to payment is transferred in encrypted form.
Returns / reclamations
Can I return or exchange an article?
Should you be unsatisfied with an article from us, without any problem, you may have it picked up free of charge within 14 days following your receipt of the goods without any statement of reason. This does not apply to personalized articles.
If, upon return, the goods show signs of use or damage, we reserve the right to assert claims for compensation.
Please note the following:
- Please send us a notification (by e-Mail, fax or post) that you would like to make a return. Please include your customer number.
- FÜRSTENBERG will commission a forwarder with the pickup from you.
- Please hand over the goods properly packed - if possible, in the original packaging - to the forwarder commissioned by us to pick up the goods.
In principle, FÜRSTENBERG carries the costs and is responsible for the risk of the return. Exception to this is any goods which are not properly packed for the return. The condition for this is that you return the goods using the cost-free pickup service.
Damage during shipping
Should the goods have become damaged during shipping, we request that you proceed as follows:
- Please note the damage on the receiving slip when you sign it.
- Complaints concerning obvious transport damage must be made immediately to the forwarder.
- Please retain all packing material as you received them.
- Please contact us immediately by telephone or by e-mail to inform us about the damage.
- Please proceed as described under Returns / reclamations.
Contact / services
Whom should I contact if I have a problem with my order?
If you have questions, you may contact us by e-mail. Furthermore, you have the opportunity to contact us by telephone Monday through Thursday (9:00 am to 3:30 pm) and Friday (9:00 am to 1:00 pm).
Telephone + 49 (0) 52 71 - 401-0
Fax + 49 (0) 52 71 - 49915
Porzellanmanufaktur FÜRSTENBERG GmbH
Meinbrexener Straße 2
Forgotten password / change contact data
If you have forgotten your password, you may request a new password from us. Please use this form and we will send a password to your e-mail address. For your security, we suggest that you then change your password in the area "My Account".
Change my contact data
You may change your data quickly and easily at any time on your personal site "My Account". Please log on beforehand with your e-mail address and your password.
Download brochure and price list
For an easy download we offer our information material in ZIP files. Just click on the link or the icon to download the brochures and price lists. Click the button "save" in the opening window to save the file to your hard disk (Windows / Internet Explorer). Please select the directory to where you want to download the file. Click "save" again to download the ZIP file automatically on your computer.
If you use the new Windows- (e.g. XP) and Macintosh-Versions (starting at OS 9), just double-click on the icon or link to open the ZIP-file. For older versions of Windows you will need a special program to unzip the files e.g. WinZip. A free download of a WinZip test version of is available at www.winzip.com.
Once the download is complete the brochures and pricelists are available as PDF-files. They can be opened with the Acrobat Reader from Adobe. A free download of the current version is available at www.adobe.com.