Customer Service

Delivery times and costs

We deliver to addresses in Germany within 48 hours. We deliver to Austrian addresses within two to three business days and to Swiss addresses within three to four business days of the order being received. Depending on the product, our delivery period is otherwise between two and six weeks if the article is not in stock.

We dispatch our products, packed safely and professionally, mainly by way of DHL. You shall receive a dispatch confirmation by e-mail as soon as we have sent your order.

Goods not stocked

Please appreciate that the delivery period for goods not in stock must be discussed with you individually after you have ordered the product in question. In the case of special manufacture, please allow for longer delivery periods that we shall likewise discuss with you.

Express delivery

We shall calculate the most favourable dispatch route for you. Call us on + 49 (0)30-810 5411-20 or send an e-mail to [email protected].

Shipping costs overview

Return & Exchanges

A consumer is every person in re who undertakes a legal transaction for purposes which cannot be imputed either to his commercial or freelance professional work.

Revocation

Right of revocation

You have the right to revoke this contract within 14 days without stating reasons. The revocation deadline consists of fourteen days from the day

• on which you, or a Third Party nominated by you, who is not the carrier, took possession of the goods, insofar as you ordered one or more items of goods as part of a unitary order and the same are or is delivered as a unit,
• on which you, or a Third Party nominated by you, who is not the carrier, took possession of the last item(s) of goods, insofar as you ordered several goods as part of a unitary order and these are delivered separately,
• on which you, or a Third Party nominated by you, who is not the carrier, took possession of the last part shipment or the last item, insofar as you ordered an item of goods which is delivered in several part shipments or units.

To exercise your right of revocation, you must inform us (Stefanie Hering - Berlin GmbH, Potsdamer Straße 98, 10785 Berlin, Germany), via a clear declaration (e.g. a letter sent by post, fax or e mail), of your decision to revoke this contract. You may use the appended model revocation form, which however is not stipulated. To meet the revocation deadline, it is sufficient for you to dispatch the notice of revocation prior to expiry of the revocation period. Consequences of revocation

If you revoke this Contract, we must pay back to you, immediately and within fourteen days at latest from the day on which the notice of your revocation of this Contract was delivered to us, all payments which we have received from you, including the delivery costs (except for those additional costs charged because you chose a type of delivery other than the cheapest standard delivery which we offered). For this repayment, we shall use the same means of payment which you used in the original transaction, unless expressly agreed otherwise with yourself; in no case shall you be subject to charges for this repayment.

We may refuse repayment until we have received the goods in return or until you have supplied proof that you have returned the said goods, whichever is the earlier time.

You must return or supply the goods to us immediately and in any case within fourteen days at latest from the day on which you notified us of the revocation of this Contract. This deadline shall be met if you dispatch the goods prior to expiry of the fourteen-day deadline. You shall pay the immediate costs for the return of goods. You must pay for any loss of value to the goods only if this loss of value is due to any dealings with yourself which are not necessary for checking the features, characteristics and function of the said goods.

Grounds for exclusion or lapse

This right of revocation shall not cover contracts

• for delivery of goods which are not prefabricated and whose manufacture was subject to an individual selection or determination by the consumer, or which are clearly tailored to the consumer’s personal requirements,
• for delivery of goods which may rapidly spoil or whose sell-by date would be rapidly exceeded;
• for the delivery of alcoholic drinks whose price was agreed on conclusion of contract but which can be delivered no earlier than 30 days following conclusion of contract and whose current value depends on fluctuations in the market on which the trader has no influence,
• for the delivery of newspapers, journals or illustrated magazines, except for subscription contracts.

This right of revocation shall lapse prematurely in the case of contracts

• for the delivery of sealed goods which, for the protection of health or reasons of hygiene, are not suitable for return, if their seal has been removed after delivery,
• for the delivery of goods if, due to their characteristics, the same are inextricably mixed with other goods,
• for the delivery of audio or video recordings or computer software in a sealed package, if the seal has been removed after delivery.

Model revocation form

If you wish to revoke the Contract, please fill in this form and send it to: [email protected]

Stefanie Hering - Berlin GmbH
Potsdamer Str.98
10785 Berlin
Deutschland
 

I/we (*) hereby revoke the contract which I/we (*) have concluded for the purchase of the following goods (*) / the supply of the following service (*)

Ordered on (*) / received on (*)

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if notice is on paper)

Date

(*) Please delete where not applicable.
 

Transport damage

As soon as you have received your Hering Berlin parcel, please check promptly the completeness and intactness of the goods and the correctness of the delivery note. If you ascertain any discrepancies or damage, contact us without undue delay by way of the contact form, by e-mail to [email protected] or by telephone on + 49 (0)30-810541120.

Although such occurrences are very rare, there is a chance that your goods might be damaged during transportation. Please check as soon as you receive your delivery whether the outer box displays visible damage. If this is the case, be sure to keep the damaged cardboard because it serves as evidence of transport damage. Contact us without undue delay in the event of such a mishap. We shall then ensure that the goods and the damaged boxes are fetched from your premises. We shall replace the damaged goods as quickly as possible. The costs of the return delivery or the pick-up and replacement delivery shall be borne by Hering Berlin.

Returns management

Hering Berlin sets extremely high standards with regard to quality and production. And on the rare occasions when you as customer are dissatisfied with a product, we endeavour to solve the problem in a swift and uncomplicated way.

You can use your right of revocation in accordance with our terms and conditions by returning unused and undamaged goods. Special manufacture is excluded from this provision. Please return the goods in their Hering Berlin original packaging. Please notify us of your return consignment by e-mail. For returns from within Germany and those from EU countries, we shall promptly send you a return slip by e-mail or post that you can simply affix to the parcel. Please send your returns in an insured state to the address specified on the return slip.

If you have already paid for your goods, you shall naturally receive the full price as well as any paid dispatch costs for deliveries made within the EU, to Switzerland or to Norway as soon as possible. In the case of bank transfers, PayPal payments and advance payment, we shall refund the purchase price to your bank account. In the case of credit card payment, the purchase price is credited to your card.

FAQ & Product care

Extremely resistant, hygienic, durable and made of natural raw materials: bisque porcelain and glass by Hering Berlin. If you would like to, it can accompany you for life. We would like to provide you with small guide on the proper care of our products so that you can enjoy them for a long time!

Porcelain by Hering Berlin in the dishwasher?
Like any other porcelain, our bisque loves the dishwasher. Precious metal decors are an exception, some are suitable for the dishwasher, for others we recommend washing by hand. Please make sure to follow the care instructions depending on each decor.

Will traces of food, lipstick, spices etc. really come off?
Stubborn dirt, such as dried leftovers or even burned bits can be easily cleaned in the dishwasher. If the stain is too stubborn, soak the piece in soapy water and scrub away with the green, hard side of a scouring sponge. The initially rough surface of bisque porcelain is smoothed by elaborately sanding the surfaces by hand. Which means that dirt will not get stuck on it. Not ketchup, not tea, not lipstick, not curry, not saffron, guaranteed!

Can the glaze scratch?
For our work, we use the hardest glazes currently available on the world market. However, a glaze is always softer than the unglazed bisque porcelain, so yes, it can get scratches, that’s unavoidable.

Metal abrasion on bisque porcelain – what to do?
Metal abrasion from flatware is rare. If it happens, we recommend using a scouring sponge and some scouring powder instead of soapy water.

Can porcelain by Hering Berlin be used in the oven?
Like any other porcelain for casseroles, cakes, quiches, etc. our porcelain can also be used in the oven. And because it stores heat considerably longer than any industrial porcelain, everything remains deliciously hot on the way from the kitchen to the table!

And the microwave?
Bisque porcelain is microwave-safe, with the exception of our precious metal decors. Flashovers or electric arcs may damage not only your porcelain, but also your microwave oven. Therefore, precious metal decors aren’t fit for microwaves.

What about the fridge?
No problem at all, our porcelain is immune to cold temperatures.

How fragile is bisque porcelain?
Being almost as hard as diamonds, bisque porcelain cannot be scratched easily! Stacking our porcelain pieces and moving them back and forth every day doesn't bother our products at all. However, its sensitivity to breakage is equivalent to that of porcelain, so if you drop a plate on a tile floor it will most likely be damaged.

How to clean and maintain precious metal decors?
Decors containing silver, gold and platinum should never be cleaned in the dishwasher and only by hand. Aggressive detergents and abrasive sponges are also a big no-no. To clean silver elements and eliminate tarnish, you can use commercially available silver care products in liquid or paste form. When stacking pieces with precious metal decors, please use a liner (flannelette/nonwoven) to prevent scratching the metal surface. Can the precious metals cause allergic reactions? Our precious metals do not present any health risk. Any type of food can be served on them.

How to keep glasses by Hering Berlin sparkly for a long time?
We recommend washing our glasses by hand and letting them dry on a tea towel. While our glasses are dishwasher-safe at temperatures below 50°C (122°F), aggressive detergents can permanently etch the surface of delicate glass over time.

What to keep in mind when drying glasses?
Glasses without stems can simply be air-dried or dried with tea towels. However, do not use fabric softener when washing your tea towels, as they might otherwise leave streaks on the glasses. Rummers however should dry standing on their base instead of upside down, as water might otherwise accumulate in the hollow base. We recommend using microfiber cloths to polish the glasses.

General Terms & Conditions of Business of Stefanie Hering - Berlin GmbH (07.2013)

1. General – scope

1.1 The following Terms & Conditions of Business shall apply to all contracts which are concluded either in or outside the offices of Stefanie Hering-Berlin GmbH (Hering Berlin) between Hering Berlin and its customers.

1.2 These General Terms & Conditions of Business shall apply exclusively. General terms and conditions of business issued by customers shall not be recognised, unless Hering Berlin has agreed to their validity in writing. These General Terms & Conditions of Business shall apply even if Hering Berlin, though cognizant of conflicting general terms and conditions of business issued by customers, accepts without reservation the offer to conclude a contract.

1.3. Customers in the sense of these Terms & Conditions of Business shall be both traders and consumers.

1.4. Please note, pursuant to Section 26, Paragraph 1 of the German Data Protection Act, that all customer-related data required to handle the contract will be recorded, stored and processed using electronic data processing.

2. Conclusion of contract – product information – delivery time

2.1 A contract shall only be created upon express confirmation by Stefanie Hering - Berlin GmbH. In the case of contracts between Stefanie Hering-Berlin GmbH and traders this confirmation must be in writing.

2.2 Hering Berlin manufactures each item individually by hand, so that slight deviations from the measurement pattern may occur. Technical and other deviations in shape, colour or weight compared with goods illustrated on the website www.hering-berlin.de or in brochures and advertising material are hereby reserved within the limits of what may reasonably be expected. Precise information on the use and care of products can be found in the Catalogue of Hering Berlin.

2.3 Dispatch shall usually be about 8-12 weeks following confirmation of order by Stefanie Hering-Berlin GmbH, in case of advance payment following receipt of the said payment for the whole amount invoiced, including ancillary costs and costs of carriage. In the case of special designs and large orders the delivery time may be longer and shall be discussed between the Contracting Parties.

3. Transfer of risk

In the case of consumers, risk of contingent destruction and contingent deterioration of goods purchased, including those purchased by mail order, shall pass to the consumer upon transfer of the goods. In the case of traders, risk of contingent destruction and contingent deterioration of goods shall pass to the trader upon transfer, in the case of mail order upon delivery of the goods to the forwarder, freight carrier or other person or institution appointed to carry out the shipment.

3.2 It shall be equivalent to transfer if the customer is in default of acceptance.

4. Reservation of title

4.1 In relation to consumers Hering Berlin hereby reserves title to the goods until full payment of the purchase price. In relation to traders Hering Berlin hereby reserves title to the goods until settlement of all outstanding receivables due under current business relations. Should the value of the reserved goods exceed the secured receivable due under current business relation by 10%, Hering Berlin shall have a duty to release the said reserved goods upon demand by the trader.

4.2 The customer must inform Hering Berlin immediately of any distraints upon the goods, particularly compulsory executions, and any damage thereto or destruction thereof. The same shall apply to a change of ownership of the goods or a change of address by the customer. The customer must compensate Hering Berlin for the loss incurred by any breach of this duty should he be responsible for the said breach.

4.3 While reservation of title by Hering Berlin subsists, the trader shall be entitled to resell the goods in the course of due and proper business activity. In such case he hereby now assigns to Hering Berlin all receivables, up to the amount invoiced, due to him from a third party through the resale. Hering Berlin hereby accepts the assignment. Following assignment, the trader shall be authorised to collect the receivable. Hering Berlin hereby reserves the right to collect the receivable itself as soon as the trader is in arrears of payment.

5. Purchase price – payment

5.1 Should Hering Berlin send goods to the customer, the latter shall pay the costs of delivery and carriage in addition to the stated price. The following costs of carriage shall be charged for dispatch to Germany and Austria if the purchaser is a consumer. For goods with a value of up to € 500 € 9.00 For goods with a value of € 501 to 1,500 € 12.00 For goods with a value of € 1,501 to 5,000 € 22.00 Otherwise costs of carriage shall be subject to individual offer.

5.2 Should the amount of the order be € 300 (net) or less, Hering Berlin shall charge a supplement of € 10 due to the small delivery amount.

5.3 In the case of new customers who are also traders, the minimum amount of order shall be € 3,000 and delivery shall be exclusively by advance payment.

5.4 In the case of special designs, the amount invoiced must be paid prior to start of production.

5.5 Payment of purchase price shall be in cash, by EC card or credit card and, as far as possible, by bank transfer. Payment by check shall not be possible. Bank charges for transfers from abroad must be paid by the customer.

5.6 The customer hereby agrees, should advance payment not be required, to pay the purchase price within five working days following receipt of invoice at latest, unless another payment date is indicated on the invoice. Following expiry of these periods the customer shall be in arrears.

5.7 In relation to a trader Hering Berlin hereby reserves the right to prove and claim damages due to arrears interest greater than the statutory amount, but the trader shall be free to prove a lower loss.

5.8 The customer shall have a right of offset only if his counterclaims have been finally confirmed at law or have been recognised in writing by Hering Berlin. A trader may only exercise a right of retention if his counterclaims are based on the same contractual relations.

5.9 Should goods be ordered which the customer will collect himself, a payment on account of 50% must be made upon conclusion of the purchase contract and order. The remainder of the purchase price shall be payable upon collection of the goods.

6. Guarantee

6.1 In the case of traders Hering Berlin shall effect its guarantee for defects to goods initially by repair or replacement delivery, as it may choose.

6.2 Should an initial attempt at subsequently fulfilment fail, Hering Berlin shall again effect its guarantee for the trader either by repair or replacement delivery, as it may choose. Following failure of the second attempt at subsequent fulfilment, the trader shall be entitled to reduce the price or to withdraw from contract, as he may choose.

6.3 Should a plurality of goods have been sold, a withdrawal from contract shall only be possible with respect to the defective part, unless the trader no longer has any interest in the defect-free parts. The trader must set out and prove the facts showing that he no longer has any interest in the defect-free parts.

6.4 Consumers must notify Hering Berlin in writing of any obvious defects in the goods within two weeks following receipt. Otherwise any claim under guarantee shall be excluded.

6.5 Traders must inspect the goods immediately following delivery to ascertain any faults of quality or incorrect amounts and notify Hering Berlin in writing of any identifiable defects within 5 working days following arrival of the goods. Otherwise any claim under guarantee shall be excluded. To meet this period of grace, timely dispatch shall suffice. The trader shall bear the whole burden of proof that the prior conditions for a claim exist, particularly proof of the defect itself, proof of its presence at the time of transfer of risk, proof of the time when the defect was ascertained, and proof that complaint thereof was made in good time. 6.6 For traders the period of guarantee shall be one year following delivery of goods

7. Resale – damages

7.1 Customers who are also traders must not grant any rebate on products of Stefanie Hering-Berlin GmbH when reselling goods to end customers, unless Stefanie Hering-Berlin GmbH has agreed in advance to these rebates.

7.2 Customers who are also traders shall have a duty in case of resale to other traders to bind the latter contractually in accordance with Section 7.1 of these General Terms & Conditions of Business, unless Stefanie Hering-Berlin GmbH has previously issued permission to the contrary.

7.3 Insofar as Stefanie Hering-Berlin GmbH is entitled to lump-sum damages, the party liable for the said damages shall be entitled to prove that the loss was lower than the lump-sum damages.

8. Restrictions of liability

8.1 Hering Berlin shall be liable in case of contractual and non-contractual claims for damages by the customer only in case of intention or gross negligence on its own part (by its managing directors) and in case of negligence by its staff and vicarious agents. Should cardinal contractual duties be breached, should it be a case of debtor's delay, or should performance be impossible on grounds for which Hering Berlin is culpable, however, Hering Berlin shall be liable also for each culpable breach of duty, including breach of duty by its staff and vicarious agents. Except in the case of gross negligence by Hering Berlin and grossly negligent behaviour by its legal representatives, staff or vicarious agents, the liability of Hering Berlin shall be restricted to such loss as was typically foreseeable at the time when the contract was concluded.

8.2 The foregoing restrictions of liability shall not apply to loss or damage resulting from injury to life, limb or health, nor in the case of compulsory statutory regulations, e.g. the Product Liability Act.

9. Concluding provisions

9.1 The law of the Federal Republic of Germany shall apply. In the case of consumers who do not conclude the contract for professional or commercial reasons, this choice of law shall apply only insofar as the protection granted is not removed by compulsory provisions in legislation of the state in which the consumer has his usual place of residence. The provisions of the UN law of sale and purchase shall not apply.

9.2 Should the customer be a merchant, legal entity under public law or a special public asset, the exclusive place of jurisdiction for all disputes arising from this Contract shall be the registered office of Hering Berlin. The same shall apply if the customer has no general place of jurisdiction in Germany, or his domicile or usual place of residence is not known at the time when the claim is brought.

9.3 Should any individual provisions of the contract with the customer, including these General Terms & Conditions of Business, be or become invalid, either wholly or in part, the validity of the remaining provisions shall not be affected thereby.

Prices and terms & conditions of payment

All our prices include statutory value added tax in accordance with current EU guidelines. In the case of deliveries to non-EU countries or special EU areas we shall deliver tax and customs-duties paid. You shall not be liable to any further charges than those stated on the invoice. The prices in our online shop are shown in Euros.

Our payments are processed by Payone, Stripe and PayPal as service providers.

Payment by credit card, with a large selection of permitted card types, and direct payment via PayPal are available. When paying by credit card, depending on the card type, various modern security options are used, e.g. MasterCard Secure Code or Verified by VISA.

The amount invoiced is debited immediately upon purchase.