Frequently asked questions

Table of contents

General questions about this shop:

Questions about delivery and shipping:
Questions about prices and payment:
After your order:
Questions about VAT-ID:
Other questions:

Which customers can buy here?

This store is a pure B2B store, so we only sell to commercial customers who use our products commercially within their company. These are primarily companies from the hotel, catering and restaurant sectors, but also resellers (e.g. gift stores, boutiques, etc.) and wholesalers.

My company is not active in the listed fields of activity. Can I still order from you?

If your company does not belong to the groups listed above, please let us know by e-mail in what way and to what extent you intend to use our products commercially in your company. We will then use this information to decide whether we can activate you for the store.

Why do I have to register in the store?

As we can only offer our products at these conditions to commercial customers and bulk buyers, registration in the store is mandatory. You can register your account directly online free of charge:
(please click the blue "Register" button there)

After registration, we will check your details and activate your account manually after successful verification. You will be informed about the activation separately by e-mail. You will then be able to view all prices and place orders.

What are your general terms and conditions?

Our general terms and conditions can be viewed here if required:

How does the shipping of the goods work?

We normally ship our goods with insured parcels via DHL. For larger orders, we ship the goods by a forwarding agent on pallets. In this case, we will of course discuss the exact details of the costs and the desired delivery location and delivery date with you before dispatch.

If you wish, you can also collect the goods yourself from our central warehouse in Mönchengladbach, Germany. Please note that collection is only possible by prior arrangement.

Which countries do you deliver to and what are the shipping costs?

We ship our goods as insured parcels with DHL. You can find an overview of our delivery destinations and shipping costs here:

Overview of shipping destinations and shipping costs

The shipping costs are calculated according to the shipping destination and shipping weight. We calculate according to parcels weighing up to 5, 10, 15 and 18 kg. If the shipping weight exceeds 18 kg, we split the shipment into several parcels, as experience has shown that the handling of heavier parcels by delivery drivers increases the risk of the goods being damaged/broken.

What delivery times should I expect?

Many products are available immediately or very quickly. The maximum delivery time for other products is 10 to 12 days, slightly longer delivery times may have to be expected during the Christmas period.

The estimated delivery times are listed individually for each product. The delivery time ultimately depends on the product from your order that has the longest delivery time.

Example of a delivery time specification in a category overview:

Example of a delivery time specification on a product detail page:

Why are no prices displayed in the store?

Prices are only displayed if you are logged in to our store. To do this, you need to register free of charge and be manually activated by us. Only then will you be able to see prices and place orders. You can find out why we do this by clicking here.

What payment options do you offer?

After placing your order, you will receive a confirmation e-mail from us informing you that we have received your order. We will then promptly issue an invoice for this and send it to you by separate e-mail.

As soon as you have transferred the amount shown on the invoice to our account, your order will be completed and sent to you.

I still have change requests for my order. What can I do?

Simply send us an e-mail. We will then gladly try to implement your wishes.

I have received my order. Unfortunately, the goods have arrived damaged. What can I do?

Porcelain is a fragile product. Although we always pack them well, it can unfortunately always happen in exceptional cases that something breaks during transportation.

In such a case, please contact us informally by e-mail and describe the case to us, preferably together with your order number and the numbers of the damaged products. Please also include a few photos of the damaged goods. We will then contact you as soon as possible to rectify the problem and send you a replacement if possible.

My company does not have a VAT ID. What can I do?

That is not a problem. The VAT ID makes it easier for us to verify your company status. However, if your company does not have such a VAT ID, we will determine your company status by other means. In such cases, however, we may ask for further proof, such as a copy of your business registration.

When I enter my VAT ID, I only get an error message. What can I do?

Please check first that there is no simple typing error.

Some customers also like to confuse the VAT ID with a "normal" tax number from the tax office. Please note that only VAT IDs can be entered in the "VAT ID" field. These always start with a two-digit country abbreviation, followed by numbers and/or other letters.

Here you will find a list of the structure of a VAT ID in all participating countries:

In Greece, for historical reasons, the numbers do NOT start with "GR", but with "EL" (derived from "Hellas").

In Italy, the introductory letters "IT" are often omitted from the numbers in national traffic. For this reason, customers from Italy often try to enter the ID without the leading "IT" in our store. This will also lead to an error message! In this case, please be sure to enter the leading "IT" together with the number.

Where can I find catalogs of your products?

You can download our catalogs here:

Please note, however, that we are constantly expanding our range and the catalogs do not include all products and series that we offer on g-HoReCa. The catalogs may also contain products that are currently sold out or unavailable.

We therefore recommend that you only use the catalogs to get an overview or to take a look at individual series. The complete range with all information on current availability and prices can then be viewed much more easily via the store.

I would like to use your tableware for my restaurant. Can I order it with a customized print or engraving?

Unfortunately, we do not currently offer such customizations.

I would like to see the goods in person before I buy them. Is there a way to do this?

Naturally. We offer a large showroom on the premises of our central warehouse in Mönchengladbach, Germany. There you can take a look at the products you want and see the quality for yourself.

Our expert staff will be happy to take the time to answer your questions in German and English. Please note, however, that visits to the showroom are only possible by prior appointment.