FAQ - HELP


You got questions? We got answers!

GENERAL INFORMATION

Create a customer account to fully enjoy all the benefits and features of the ORNAMIN online shop.
1. To do this, click on the "My account" icon in the upper right corner of the page.
2. Click on: “No account yet? Register now!"
3. Enter your email address and a password as access data, with which you can log in to the ORNAMIN online shop and confirm your personal details - done!
If you wish to log in to your Ornamin customer account in the future, your password and e-mail address will be automatically requested in order to assign you to your account. In your customer account you can view, change or complete your details at any time under “My account" -> “Overview".

To log in to your account, click on the “My Account" icon in the upper right corner of the screen. Enter your e-mail address and password there. If you are not yet an ORNAMIN customer, simply click on “Register now" to set up an account.

No problem, we'll find a solution here as well. You can reset your password when you logging in. Click on "Forgotten your password?" there and enter the e-mail address you used to register your ORNAMIN account. You will then receive an email with a link to reset your password - it may take a few minutes for the email to reach you. Please also check your spam folder.

Under "My account" -> "My orders" you will find an overview of all your orders including the following information about each order:
- Order date
- ordered articles
- order amount
- order number
- shipping method
- order status
If you have ordered from the ORNAMIN Online Shop as a guest and have not created a customer account, this service is unfortunately not available to you. In this case, please contact our customer service. We will be happy to help you.

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PRODUCT CONSULTING

ORNAMIN offers a 30-year warranty against manufacturing defects. This only applies if the care instructions are followed and excludes normal traces of use. The detailed warranty conditions can be found here. What you should pay attention to when using ORNAMIN tableware so that you can enjoy it for as long as possible, can be found in the use and care instructions.

Consumers have the right to revoke their contract within one month without giving reasons. You can find full information on the right of withdrawal including a sample withdrawal form here.

All dishes (except placemats and trays) are absolutely dishwasher safe and designed to meet the requirements of the communal catering. They can therefore also be rinsed several times a day in the dishwasher at home or in industrial dishwashers, as required. Please follow the use and care instructions which are available on our website, in the ORNAMIN catalogue and as a PDF download.

No. During production, we do not use plasticisers that are not suitable for food as well as heavy metal based colour pigments or bisphenol A. ORNAMIN has been producing high-quality reusable tableware since 1955. Certified raw materials suitable for contact with food are used. Production takes place exclusively in Minden (Westphalia), i.e. the products are made in Germany and are checked for compliance with the legal regulations for the protection of the consumer by regular unannounced inspections by the Veterinary and Food Control Office of Minden-Lübbecke (Germany) several times a year.

The tableware is designed for daily private and professional use. Please make sure especially with tea and coffee - due to their intensive and relatively aggressive ingredients - that cups and mugs are cleaned in the dishwasher as soon as possible after use, otherwise deposits can occur. Discolouration due to tomato soup is not known so far.

Since your tableware is made of the high-quality plastic and is also given a special protective layer during the manufacturing process, the surface of the tableware is particularly resistant to scratches and discolouration. During daily use, please avoid washing the dishes with steel sponges or scouring agents and use chlorine-free dishwashing liquid as otherwise the highly polished and compacted surface will be permanently damaged.

The ORNAMIN team will be happy to advise you in your staff meetings on the choice of your new eating and drinking aids or to give presentations on specialist topics such as "Eating and drinking with all senses". Please contact our customer service.

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ORDER

You can place your order via the ORNAMIN Online Shop or by phone via our customer service. If you would like to keep an eye on your orders at all times, you are welcome to create a customer account in the ORNAMIN Online Shop. But you can also order as a guest in the ORNAMIN Online Shop, so without a customer account. If you have not created a customer account yet, you can register here in just a few steps.
1. As soon as you have decided on an article, you can put it into the shopping cart. Click on the button “Add to shopping cart".
2. In the shopping cart you will find an overview of all articles which you have previously marked for your purchase. You will find the total amount at the bottom.
3. Is everything correct? Then please click on “Checkout" to complete your order. Important to know: Only after you have completed your order, the articles are bindingly reserved for you.

Shortly after you have placed your order, you will receive a confirmation email with your order number. You can always check the status of your order in your customer account under “My orders". You will also receive an email notification when your shipment leaves the warehouse. In this email there will be a tracking link as well - so you can always keep an eye on your order.

In principle, the following applies: An order that has already been completed can no longer be changed. However, if you contact ORNAMIN by 11 a.m. the following day, a cancellation or change is still possible. To do so, please contact ORNAMIN's customer service stating the order number. If you have already paid for the product, the respective amount will be automatically refunded to you in case of cancellation or change. You can check the status of your order at any time in your customer account under "My orders".

You do not like the article? Please contact our customer service. We will send you a return note and a return label by email. As soon as we have received your return, the amount will be refunded to you automatically on the following working day (5-7 days outside Germany).

We are sorry that you have received a wrong item. Please contact ORNAMIN's customer service quoting the order number. With the help of a return note issued by ORNAMIN, you can return the respective item and receive a free subsequent delivery of the correct item.

We are very sorry, this should not have happened. Please do not return the article immediately, but contact our customer service stating the order number and a short description of the defect. Your complaint will be checked immediately and you will be informed about the further procedure.

Simply add the article you like to your wish list. This is how you can save your personal favourites and take a look at them again later. Please note that articles added to your wish list are not bindingly reserved for you. The wish list helps you to make a preselection and not to lose sight of it.

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PAYMENT

There are various payment methods available to you. Find all information here.

Find all information here

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If you choose to pay via PayPal, you will be redirected to PayPal at the end of the order process. If you are already a PayPal customer, you can log in there with your user data and make the payment. If you are new to PayPal, you can sign up as a guest or open a PayPal account to confirm the payment then. The receipt of payment is usually booked within a few minutes and your order is processed immediately.

You can pay conveniently and securely with your credit card in the online shop. The credit cards of the following providers are accepted: MasterCard, Visa.
When paying by credit card, your credit card account will be debited when the contract is concluded. Your credit card will not be debited until your order has been shipped.
Refund: When you return an article, the value of goods will be credited back to the credit card originally debited.

As soon as ORNAMIN has received your return, the amount will be transferred to your stated account within one day.

After ORNAMIN has received your application for business customer activation, your details will be checked and your customer account will be activated. Until activation, you will initially see the end customer prices. As soon as this process is completed, you will be able to view your conditions and price category in your customer account permanently and at any time. Please understand that in rare cases it may take until the next working day before you are fully registered as a business customer.

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SHIPPING & DELIVERY

You will usually receive your ordered tableware within 1-3 working days after receipt of your order. After receipt of your order, you will first receive an order confirmation by email. As soon as your parcel is on its way, you will receive your UPS shipment number and a link to track the shipment in the shipping confirmation. You can use this to check the progress of your shipment at any time.

Find all information here.

After a delivery attempt, you have several options if you are expecting a package and have missed the first delivery attempt. Thanks to UPS InfoNotice®, they will let you know that an unsuccessful delivery attempt was made. UPS InfoNotice also gives you the option to schedule a new delivery date. Simply log in to www.ups.com and enter the UPS InfoNotice tracking number for shipment tracking. Then you have the following options: 1. You can have your package ready for you to pick up at a UPS location, for example a UPS Access Point location or a UPS Customer Center. 2. You can have your package delivered to a different address. 3. Have your package delivered on a different day. 4. Alternatively, you can also choose that UPS should make another delivery attempt - they will make up to three delivery attempts. After the third delivery attempt, your package may be sent back to the sender.

The complete shipping and payment conditions for Germany and the individual countries as well as for business customers can be found here.

We're sorry to hear that - we hope that your ordered tableware arrived intact and complete despite the package damage. If only the package was damaged and you would like to return something from the order, you can use packaging of your choice for the return shipment. To return the goods, please contact ORNAMIN's customer service, quoting the order number and a brief description of the defect or fault. Your complaint will be checked immediately and you will be informed about the further procedure.

Please use the tracking link to check whether the package was delivered to a neighbour. If it is not with a neighbour and the shipping status has not changed for a few days, please contact ORNAMIN's customer service.

We deliver to the following countries: Germany, Austria, Switzerland, Belgium, Netherlands, Luxembourg, Denmark, Sweden, Norway, Finland, Iceland, Great Britain, Ireland, France, Italy, Spain, Portugal, Greece, Poland, Czech Republic, Hungary, Slovakia, Slovenia, Croatia.

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RETURN

Please contact our customer service first. We will send you a return note and a return label by email. Pack the item and return label in the shipping box and stick the return label on the package. Drop off the package at a UPS drop-off point. Once we have received your return, we will refund the amount automatically on the following working day (5-7 days outside Germany).

Please contact our customer service first. We will send you a return note and a return label by email.

We are sorry, we did not mean to cause you any inconvenience. Please contact our customer service and state the order number. We will take care of the exchange of the article. Of course, we will not charge you for the incorrectly delivered article.

You do not like the article? Please contact our customer service. We will send you a return note and a return label by email. Once we have received your return, we will refund the amount automatically on the following working day (5-7 days outside Germany).

We are very sorry, this should not have happened. Please do not return the article immediately, but contact our customer service stating the order number and a short description of the defect. Your complaint will be checked immediately and you will be informed about the further procedure.

After receipt and checking of the return, the amount is usually transferred to your account on the next working day.

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DIDN'T FIND AN ANSWER?

Simply send us an email:

team@ornamin.co.uk

We look forward to help you.