At Formwerk Berlin, we want you to be happy with your order. If something isn't right, we're here to help. Just get in touch with us.

Damaged or Faulty Items

If an item arrives damaged, faulty, or incorrect, please contact us as soon as possible, ideally within 7 days of receipt, at kontakt@formwerk-berlin.de with photos of the problem and your order number. Your statutory warranty rights remain unaffected.

We will take care of the following as quickly as possible:

• Replacement delivery
• Repair
• or a full refund

In these cases, we will of course cover the return shipping costs.

Orders Not Received

If your order has not arrived, please contact us at kontakt@formwerk-berlin.de. We will check the shipping status together with the carrier and find a solution quickly.

Cancellation Before Shipping

As long as your order has not yet been shipped, you can in many cases cancel it easily. Please contact us as soon as possible at kontakt@formwerk-berlin.de.

Withdrawal Period

You have the right to withdraw from your order without giving any reason within 14 days of receiving the goods. Full details can be found in our Withdrawal Policy.

Return Process

Here is how returns work:

1. Use our online withdrawal function: Withdraw from contract (Link auf https://töpfern.shop/en/apps/widerruf) or send us an email at kontakt@formwerk-berlin.de with the subject line: "Withdrawal – Order number XXXXX"
2. Please wait briefly for our reply. We usually respond within 24 hours. This often allows us to offer you a faster or easier solution, and sometimes a return is not even necessary.
3. Once we have contacted you, we will send you the next steps, depending on your case, e.g. a return address or an alternative solution.

Please note: By law, your withdrawal takes effect immediately upon your declaration, whether via the withdrawal function or by email. Our request to wait for our reply is a voluntary service step intended to make the process easier for you, not a requirement for the withdrawal.

Return Address

If a return is necessary, please send the goods to:

Formwerk Töpferbedarf Berlin
c/o Balzer & Gül GbR
Weserstraße 47
12045 Berlin
Germany

Please return the goods to us within 14 days of your withdrawal declaration. Sending the goods before the deadline expires is sufficient to meet the deadline.

Condition of the Goods

You may inspect the goods in the same way as would be possible in a physical store. If they have been used beyond this and have lost value as a result, we reserve the right to claim compensation for the diminished value.

Return Shipping Costs

The cost of the return shipment is borne by the buyer.

Refund

After your withdrawal, we will refund the purchase amount as well as the original delivery costs (except for any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us) via your original payment method. The refund will be issued no later than 14 days after we receive your withdrawal. However, we may withhold the refund until we have received the goods back or until you have provided proof of return, whichever occurs earlier.

Exceptions to the Right of Withdrawal

Excluded from the right of withdrawal are goods that have been custom-made for you at your express request (e.g. custom orders).

Questions?

You can reach us at kontakt@formwerk-berlin.de or via the contact form below. Alternatively, call our landline: +49 30 86328433 (Monday to Saturday, 09:30 AM to 8:00 PM)