Frequently Asked Questions
Account and newsletter
I would like to subscribe to the FALKENPORZELLAN newsletter, how do I proceed?
To subscribe to the FALKENPORZELLAN newsletter, simply enter your e-mail address in the newsletter box. These can be found at the bottom of each page. Another way to subscribe to the newsletter can be found under "My Account" > "Overview" > "Newsletter Subscription". All you have to do here is tick the box to receive newsletters.
I would like to unsubscribe from the FALKENPORZELLAN newsletter, how do I proceed?
At the end of each newsletter you will find the option "unsubscribe" at the bottom. Click on it or contact us via our e-mail info@falkenporzellan.de. You can also easily uncheck the newsletter under the "My Account" button and the "Overview" navigation item.
How can I change my personal data, e-mail address and/or password?
You can change your data under your personal profile. Click on "My Account" > "Personal Profile". Under this navigation point all data can be changed and saved.
How can I change my delivery address?
You can change your delivery address under your personal profile. Click on "My Account" > "Addresses". Under this navigation point you can change and save your address.
I forgot my password, what can I do?
Click on Login and in the next step on "Forgot password". Enter your e-mail and you will receive an e-mail with a link where you can create a new password.
Can I place an order without creating a personal profile?
Yes. You can order as a guest.
Order and delivery
Is there a minimum order value?
Yes. Please note that due to the complex production, you must reach a minimum order value of 250.00 EUR (without shipping costs). If you do not reach this amount in the shopping basket, the purchase cannot be completed.
I would like to expand my FALKENPORZELLAN range and do not reach minimum order value, what can I do?
In this case, you are welcome to contact us, use our contact form, which you will find under the navigation point "Contact" or write us an e-mail to shop@falkenporzellan.com
Can I also buy e.g., single tea cups?
Certain items such as dinner plates or cup sets are generally only available in a common gift box consisting of e.g., 6 tea cups and the 6 associated saucers. When ordering, please see and select the possible staggering of the "Quantity" button under the individual article view.
If you have broken individual parts from a set by yourself and you need a replacement, please contact us and use our contact form, which you can find under the navigation point "Contact" or write us an e-mail to shop@falkenporzellan.com
How long does it take to produce and deliver my order?
FALKENPORZELLAN produces your order directly after receipt of money by Credit card. The complex production time can range from 2 up to 6 weeks amount to. Shipping through Germany and the EU takes a few days. When shipping outside the EU or worldwide, because of delays at the respective customs, additional days or even up to three weeks may pass. However, this is beyond the control of Falkenporzellan. So be sure to order in time if you need your delivery by a specific date.
Is it possible to send my order as a gift?
Yes, all products are always packed in high-quality gift boxes.
Can I cancel my order?
In this case, please contact us at +49 9635 913355 or send us an e-mail to shop@falkenporzellan.com
I do not live in Germany, can I still order from Falkenporzellan and have it delivered?
Orders via the FALKENPORZELLAN Online Shop are possible worldwide. Please note the navigation point "Order and Shipping" under "Service". These can be found at the bottom of the page.
We do everything we can to ensure that you can safely receive your FALKENPORZELLAN products. Please note, however, that we may also be bound by political embargoes and are not obliged to deliver to war zones with heavy fighting on site. In these cases, please contact us in writing before ordering and we will look for a solution.
I have received a damaged delivery. How do I proceed?
In principle, our parcels are packed in a shatterproof manner and additionally insured by the shipping service provider. If, however, damage to the products has occurred during delivery, please contact the responsible shipping service provider and us.
What are the shipping costs?
On the one hand, this information will be displayed separately in the shopping cart. On the other hand, you will also find this information under "Service" the navigation point "Order and Shipping". These can be found at the bottom of the page.
I have not yet received my order, how do I proceed?
You can track your package using the tracking number sent by email. If you have any problems here, you are welcome to contact us via the contact form, which can be found under the navigation point "Contact" or via shop@falkenporzellan.com.
Payment
What payment methods are available?
Credit card (VISA and Mastercard)
Security and Terms and Conditions
Where can I find the terms and conditions?
The terms and conditions can be found here or at the bottom of each page under "General Terms and Conditions"
Where can I find the privacy policy?
The privacy policy can be found here or at the bottom of each page under "Imprint and Privacy Policy"