Frequently asked questions
Which payment methods can I choose from?
You can use any of the following payment methods that we offer free of charge: Visa, Mastercard, Maestro, PayPal, Bancontact, Sofort, iDeal
Your credit card will be credited after receiving the order confirmation.
Are my payment details safe?
We offer the highest standard for internet security. All your data is first encrypted and then stored on our servers.
Do I pay extra for certain payment methods?
No, all payment methods are free of charge for our customers!
How is the VAT rate calculated?
All products purchased through this website are shipped from our central warehouse facility in Heusden-Zolder, Belgium. Therefore we are obliged to calculate the Belgian VAT rate of 21% on all sales.
Shipping & delivery
How much will it cost to deliver my order?
Currently we are shipping to multiple countries from this online shop. Therefore different shipping costs apply depending on the chosen country for delivery. The shipping cost is calculated during the checkout process based on this list:
- Belgium, The Netherlands, France and Luxembourg: €4,95
- Germany, Denmark and Austria: €6,95
- UK, Ireland, Italy and Spain: €8,95
- All other countries: €11,95
Is free shipping also available?
Yes! All orders with a total value of € 85 or more will be shipped for free.
When will I receive my order?
If your order is in stock and we have received the payment before 15:00h on a weekday, your order will be shipped the same day. All orders placed during a weekend will be processed the next working day.
Delivery times depend on the destination of the parcel. All parcels are shipped from BergHOFF’s central warehouse in Heusden-Zolder, Belgium. The delivery times below are estimates for the standard parcel delivery service of our partner UPS:
- Belgium: 1 working day
- Denmark: 2 working days
- Germany: 2 working days
- France: 1 - 3 working days
- Ireland: 3 - 4 working days
- Italy: 2 - 5 working days
- Luxembourg: 1 working day
- The Netherlands: 1 working day
- Austria: 2 working days
- Spain: 3 working days
- Sweden: 2 - 3 working days
For personalised items different delivery times apply:
- Belgium: 4 - 8 working days
- Denmark: 4 - 9 working days
- Germany: 4 - 9 working days
- France: 4 - 10 working days
- Ireland: 5 - 12 working days
- Italy: 5 - 12 working days
- Luxembourg: 4 - 8 working days
- The Netherlands: 4 - 8 working days
- Austria: 4 - 9 working days
- Spain: 4 - 10 working days
- Sweden: 4 - 10 working days
Can I track my order online?
We label each order with a Track & Trace code. You will receive it together with the shipping confirmation. You can also find the Track & Trace code in Your account, under My orders.
Who will deliver my order?
We carefully selected UPS to deliver your parcel with the best possible quality, service and speed. UPS also offers a tracking service enabling you to check the location of your order any time you like.
What should I do if my parcel is damaged, of if it contains the wrong product?
In case something went wrong with your order, please contact us through our contact form. If possible, please provide us your order number. We will do everything we can to resolve the problem as soon as possible.
How can I return my order?
Contact our customer service via e-mail or telephone. You will receive a return label via e-mail together with further return instructions. Please note that the label has to be clearly visible when attached to the parcel. If not, we can't recognize the parcel and it will be sent back to you. You can always call us for free to talk you through the process!
What are the conditions for returning my order?
You can return your order free of charge under certain conditions. If, after usage, your product no longer functions as it should, please visit the Warranty page. Do remember to ensure the return label is clearly visible when applied to the return parcel! If not, we won't be able to recognize the parcel and it will be sent back to you. In addition, the returned item must be complete; in its original condition and with the packaging intact. This means: The product hasn’t been used; The product isn’t dirty; The product isn’t damaged and shows no signs of use; The packaging is complete and undamaged. To ensure your return is processed smoothly, always ensure you have logged in to your account to register the return before sending an item back.
Customised or personalised items are made uniquely for you and therefore cannot be returned or exchanged.
When will I know if my return has been accepted?
We will send you a return confirmation by email when we receive your return. We will then check the products and confirm to you the conditions under which the return is accepted.
When can I expect my refund?
After having received your return confirmation, it usually takes about 10 working days for the refund to reach your bank account.
How much warranty do I get?
You get 2 years of warranty on all products. For more information please read below about our Warranty.
At BergHOFF, a team of specialists takes care of all production stages making sure all articles bearing the BergHOFF-label meet the stringent quality demands. We want to make sure we offer long-lasting products with the best value for money. But it might happen you’re not completely satisfied or some issues might have slipped our quality net. For those cases, we worked out the policy below:
BergHOFF provides a minimum guarantee of 2 years as stated by the European law for every faulty or not as advertised (non-conformity) product.
When put to normal household use and care, BergHOFF will replace any item found defective in material or workmanship. This excludes damage from misuse or abuse, such as improper cleaning, neglect, accident, alteration, fire, theft, dropping, overheating, citrus based detergents or use in commercial establishments.
Not covered by warranty are minor imperfections which don’t affect the performance: scratches, discolorations (stainless steel can become blue or golden brown), dents, surface markings as a result of shipping, and slight colour variations that might occur.
Often a simple cleaning with a stainless steel cleaner will return your cookware to its original state.
BergHOFF and any of its affiliated corporate entities are not responsible for any incidental or consequential damages, personal injuries or property damage allegedly resulting from products sold through any business channel.
If you believe you have a warranty claim, contact BergHOFF’s After Sales Departement, by calling to +32 2 808 86 70 or mailing firstname.lastname@example.org. Please provide all pertinent information regarding your claim: a complete description and a picture of the problem, the product item number and name, shipping codes (a marking of a letter and a number, e.g. K15) often to be found on the bottom and the date the product was purchased. Our After Sales Service will inform you about the next steps to be taken.