FAQ - Help

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General Information


How do I set up an ORNAMIN customer account?   
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".

How do I log in to my ORNAMIN customer account?  
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.

Forgotten your password?  
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.

Would you like an overview of the orders you have placed?  
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 (info@ornamin.com or +49 (0) 571 88 80 80). We will be happy to help you.

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Product Consulting


What is the ORNAMIN warranty?  
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.

What does the right of withdrawal mean?  
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.

Are all ORNAMIN articles dishwasher safe?  
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.

Does the tableware contain harmful plasticisers?  
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.

Do ORNAMIN cups and plates discolour due to fruit teas or tomato soup?  
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.

Do knives leave strong scratches on plates and boards?  
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 processing 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.

Can the ORNAMIN sales team also come to our facility and, for example, give a short product training in a staff meeting?  
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: info@ornamin.com or +49 (0) 571 88 80 80.

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Order


How do I place an 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.

What happens after the order?  
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.

You have changed your mind and would like to cancel or change 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 (info@ornamin.com or +49 (0) 571 88 80 80) 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".

How can you exchange articles?  
You do not like the article? Please contact our customer service (info@ornamin.com or +49 (0) 571 88 80 80). 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).

You have received a wrong item, what now?  
EWe are sorry that you have received a wrong item. Please contact ORNAMIN's customer service (info@ornamin.com or +49 (0) 571 88 80 80) 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.

Have you received a defective or damaged article?  
We are very sorry, this should not have happened. Please do not return the article immediately, but contact our customer service (info@ornamin.com or +49 (0) 571 88 80 8) 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.

You like an article, but you do not know yet whether you want to order it?  
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


What payment methods can you use?  
There are various payment methods available to you. Find all information here.

How can I pay by invoice?  
Payment by invoice is possible under the following conditions: Private clients: From 10.00 and up to 1,000 Euro (via Unzer). Business customers: Business customers: Payment by invoice is only possible for public authorities and companies. The invoice amount must be settled within 7 days when paying by invoice.

How does payment via PayPal work?  
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.

How does payment by credit card work?  
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.

How does prepayment work?  
The transfer by Klarna is simple and secure. For prepayment you will be redirected to Klarna's website. You will see the total amount, the transaction ID and the purpose of your order. Select the country of your bank and enter the bank name, BLZ, IBAN or BIC and click on “continue“. The next step is to log in with the online banking data of your bank and click on “continue“. Klarna establishes a secure connection to your bank and transmits the data to your bank. Finally, you have to confirm the transaction via a TAN, which you receive by SMS on the mobile number that you have stated for online banking at your bank. Your desired items will be shipped as soon as your payment has been received. The articles remain reserved for you until receipt of your payment. Depending on the bank, it may take 2-4 business days for your payment to arrive.

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

When will you see your business customer prices?  
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


How long does the shipping take?  
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.

How does UPS package delivery takes place?  
Delivery is made to your home or within Germany to a UPS Access Point™ (UPS parcel shop) of your choice, depending on your preference. These UPS-affiliated retail locations are neighbourhood businesses such as newsagents or grocery stores, that offer convenient pick-up or delivery of a package. Your advantage: With delivery to a UPS Access Point™, you receive the goods the very next day and also save shipping costs. 

What if the UPS driver doesn't reach you?  
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.

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

You received a damaged package?  
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 (info@ornamin.com or +49 (0) 571 88 80 80), 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.

You are still waiting for your parcel?  
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 (info@ornamin.com or +49 (0) 571 88 80 80).

To which countries does Ornamin deliver?  
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


How do I return an order?  
Please contact our customer service first (info@ornamin.com or +49 (0) 571 88 80 80). 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).

How do you get the required return documents?  
Please contact our customer service first (info@ornamin.com or +49 (0) 571 88 80 80). We will send you a return note and a return label by email.

You have received a wrong article, what now?  
We are sorry, we did not mean to cause you any inconvenience. Please contact our customer service (info@ornamin.com or +49 (0) 571 88 80 80) 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.

How can you exchange articles?  
You do not like the article? Please contact our customer service (info@ornamin.com or +49 (0) 571 88 80 80). 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).

Have you received a defective or damaged article?  
We are very sorry, this should not have happened. Please do not return the article immediately, but contact our customer service (info@ornamin.com or +49 (0) 571 88 80 80) 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.

When and how will a return be credited?  
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:

info@ornamin.com

We look forward to helping you.