FREQUENTLY ASKED QUESTIONS

HOW DO I REDEEM A VOUCHER?
You can easily redeem your voucher in the shopping cart. After you have placed the desired item in the shopping cart, click on the "Enter voucher code" field. An input field opens in which you can enter the discount code. After you have clicked the "Redeem" button, the purchase amount is reduced by the value of the voucher and you can continue with the order process.

WHY CAN'T MY VOUCHER BE REDEEMED?
If the voucher code cannot be redeemed when ordering, please check the following:
Has a space crept in? Please make sure that no spaces are entered in the field. Has the period of validity expired? Vouchers have a limited period of validity, which is always stated on the voucher. If you have received the voucher by email, the period of validity can be found there. Only one voucher can be redeemed per order. Is the voucher linked to certain products? Our promotional vouchers can be linked to certain products, campaigns or categories. Do not hesitate to contact us if you have any questions or persistent difficulties.

WHAT SHOULD I DO IF MY ORDER ARRIVED DAMAGED?
We go to great lengths to pack all parcels securely, but unfortunately transport damage can still occur. Please send us a photo of the damaged goods to: retoure@mahlwerck.de. We will get in touch with you as soon as possible.

THE GOODS ORDERED DO NOT MEET MY IDEAS. HOW CAN I RETURN IT?
You can register a return online under "Return". You will then receive a prepaid DHL return label, which you can use to return the item that you did not like to us for a fee. Simply attach the label to the package and hand it in at the nearest post office. Please pack unbreakable in the original box. 

WHY DO I GET A PAYPAL REMINDER?
In the case of purchase on account, Mahlwerck assigns the claim to the payment service provider PayPal. In this respect, you should not transfer the invoice amount to Mahlwerck but directly to PayPal. You can find the payment information in the order confirmation that we sent you.

I HAVE PLACED MULTIPLE ORDERS IN A SHORT PERIOD. ARE THESE ORDERS COMBINED INTO ONE DELIVERY?
When appropriate, items from different orders are combined in one delivery, which significantly reduces the amount of waste. However, the flat-rate shipping fee (€ 4,95 within Germany) is calculated for each order placed.

IS MY PORCELAIN DISHWASHER SAFE OR MICROWAVE SAFE?
You can always find detailed information about this on the product detail page. After many years of experience, we can guarantee that our white porcelain pieces are dishwasher and microwave safe. The Mahlwerck's colored porcelain is also mostly dishwasher-safe, but at least dishwasher-safe. However, we always recommend careful handling of porcelain, because every piece is still real handcraft. More information is also available under Tips & Tricks.