Holst private costumers

You have made an online purchase from Holst Porzellan as a private customer

and now expect quick help to resolve the complaint

We regret that you are not satisfied with our goods or that damage has occurred and that you now have to deal with a complaint. This guide is intended to help you to resolve your complaint as quickly, easily and effectively as possible. It goes without saying and is also a sign of good practice that goods that are defective or faulty or do not fulfil the warranted characteristics will be exchanged. This procedure is prescribed by law. However, even in the case of obvious and justified defects, the principle of no return of goods without a return note applies! The place of fulfilment for returns is always our warehouse in Bielefeld and not our headquarters in Halle/Westphalia. For this reason, never initiate an unauthorised return, as this will reduce your claim for compensation.

Breakage on receipt of the goods

Was the packaging damaged? This is important for repairing the damage, as the carrier will then bear the costs of replacement. Please be sure to inform us of this. How to report breakage correctly.

Report breakage damage conveniently online: Use our online form. This is the quickest and most convenient way for you.

Report breakage via WhatsApp: Make a note on the delivery note on the respective receipt item of which item has suffered breakage and in what quantity, take some photos with your mobile phone and send us these documents to +495201849551.

Report breakage by e-mail: Write to us, stating the document number (order, delivery note or invoice), telling us exactly what has broken and take a few photos with your mobile phone. Please send us these documents by e-mail to office@holst-porzellan.de

We will replace the proven breakage by a new delivery or credit note at your request. Please do not return any broken goods to us before we have asked you to do so. After receiving your notification of breakage, we will contact you as soon as possible to solve the problem.

Shortages and quality problems

Porcelain is an earthenware product fired in a kiln and is usually made by hand. Such items are subject to a large number of production-related tolerances. Such faults can actually slip through to us as defects. Please help us to process your complaint quickly and easily. For an assessment of the quality problems, it is very important for us to receive documentary photos from you. It should be easy to recognise the item and the defect. A missing, warranted characteristic is also a defect and should be reported in the same way. Please remember that minor deviations in dimensions, minor colour deviations or minor shrinkage tolerances do not constitute a defect.

Report a quality defect online: Use our online form. This is the quickest and most convenient way for you.

Report quality defects via WhatsApp: Make a note on the delivery note on the respective document item of which article has a quality defect and in what quantity, take some photos with your mobile phone and send us these documents to +495201849551.

Report quality defects by e-mail: Please write to us, stating the document number (order, delivery note or invoice), which item has a quality defect and in what quantity, and take a few photos with your mobile phone. Please send us these documents by e-mail to office@holst-porzellan.de

We will replace the proven quality defect by subsequent delivery or by a corresponding quality discount. Under no circumstances should you return defective goods to us before we have asked you to do so.

Incorrect delivery & missing quantities

We also only employ people who occasionally make mistakes. However, it also happens that items or parcels "simply disappear". The cause of a wrong or incorrect delivery is quickly clarified.

Report incorrect or faulty deliveries online: Use our online form. This is the quickest and most convenient way for you.

Report incorrect or faulty deliveries via WhatsApp: Note on the delivery note which document item was delivered incorrectly or was missing. In the case of an incorrect delivery, please add which item was delivered instead of the requested item. Please send us these documents to +495201849551.

Wrong or incorrect deliveries by e-mail: Please write to us stating the document number (order, delivery note or invoice) and which document item was delivered incorrectly or was missing. In the case of an incorrect delivery, please add which item was delivered instead of the requested item. Please send us these documents by e-mail to office@holst-porzellan.de

Incorrect deliveries and missing consignments can be prosecuted against the carrier up to and including criminal charges. Therefore, truthful information is urgently required.

Wrong order or not to your liking

A plate doesn't fit in the dishwasher or the spouse doesn't like the cup. There are many individual reasons why a consumer may want to return goods to a supplier. According to the legal regulations of the German Civil Code (BGB) - formerly the Distance Selling Act - the private end consumer is also entitled to do so within reason. However, it is important to note that you should never simply return goods to Holst Porzellan without a returns note, as otherwise you could cause a price increase that could quickly exceed the value of the goods or, in the worst case, you could even lose your right of return.

Please inform us informally via our online form, WhatsApp or email to office@holst-porzellan.de, stating the receipt number, what you would like to return and - if you want to help us - the reason. Incidentally, the costs of returning and taking back goods in such cases are always borne by the buyer. You will then be contacted by our sales team as soon as possible regarding the reversal and distribution of costs.

You are satisfied and everything is okay

Then we would be delighted to receive a positive rating from Trusted Shops. As a satisfied customer, you can enjoy many shopping benefits and interesting information about porcelain and tableware if you subscribe to our newsletter or register as a customer.