FAQ

Who are Robbe & Berking?

Robbe & Berking is one of the leading silver manufactories worldwide. Since 1874, the Flensburg family company has produced cutlery and tableware which are today considered by connoisseurs as unsurpassed masterpieces of silversmith's artwork. The desire by numerous friends of the company to benefit from almost one and a half centuries of precious metal experience as well as the Robbe & Berking conditions of purchase has led to the company offering gold and silver in bars and coins in its own branches and on the Internet since 2009.

Which range of products does Robbe & Berking provide?

Their unique silversmith's artwork has made Robbe & Berking famous across the world. In addition to the elegant silver cutlery in 925 sterling silver and 150g solid silver-plating, Robbe & Berking also provide tableware, gift articles and special gastronomy and interior design products. In the meantime, a wide range of high-quality products is available. It is also possible to purchase precious metals from Robbe & Berking as stable-value investments. For this purpose, the company has its own Precious Metals Shop. Since the summer of 2008, Robbe & Berking also renovate and construct classic motor and sailing yachts in their own Robbe & Berking Classics Yacht Manufactory.

Who can I contact?

We are happy to be of assistance should you have questions or suggestions. Simply call us, write us an E-mail or, easiest of all, make use of our Contact form.

Robbe & Berking GmbH & Co. KG
Zur Bleiche 47
24941 Flensburg
Deutschland

Tel.: (0461) 90 306 - 0
Fax: (0461) 90 306 - 87

E-mail: info@robbeberking.de

How do I register?

To order something from the Robbe & Berking range, registration is required. Click on "My account". Then you will be able to register under "Create user account" with your E-mail address and your password.

You can find more detailed information on data security under "Data protection".

What should I do if I have forgotten my password?

Please click on the "My account" button at the top right-hand side, and then, on the next page, on the question "Forgotten your password"? Then enter the E-mail address with which you registered. You will receive a new password via E-mail.

How do I use the shopping basket?

If you wish to order an article in the Manufactory online shop, please click on the respective photograph or the article designation, and, using the appropriate button, put the product into your shopping basket. You can enter the required number of articles under the term "Quantity". Should you wish to select other articles, click on "Back to shop". In order to return to your shopping basket, please click on the shopping trolley symbol in the top navigation area. Once you have completed your selection, click on "Continue to checkout" in the shopping basket.

Does a minimum or maximum order value apply?

There is no minimum order value in the Manufactory online shop. The maximum order value is placed at 40,000 € per order.

Why have I not yet received a confirmation or invoice, although I have placed an order?

Please first check your spam filter. Robbe & Berking generally confirm your order through an automatic confirmation. Should you not receive a confirmation, please send us an E-Mail or call us. We will provide you with immediate assistance.

How can I cancel my order?

We would like you to be completely satisfied with our deliveries. The right of revocation conceded to you gives you the opportunity to revoke the purchase. Important: Please observe that this does not apply for the purchase of individualised products. Here the right of revocation is excluded, and your purchase cannot be cancelled by returning the article. Please observe the following guidelines on your right of revocation:

You may cancel your contractual declaration within 14 days without reason in text form (e.g. letter, fax, email) or - if you receive the item before the expiry of the deadline - by sending the item back to us. This period shall begin upon receipt of this instruction in text form, but not before the goods have been received by the recipient (or not before receipt of the first part delivery in the case of recurring delivery of similar goods) and not before our obligations to inform under Article 246 Section 2 in conjunction with Section 2 para. 1 and 2 of the EGBGB [Introductory Act To The Civil Code] have been met). The timely dispatch of the notice of cancellation or of the goods is sufficient to constitute adherence to the cancellation period. The notice of cancellation shall be sent to:

Robbe & Berking Silbermanufaktur seit 1874 GmbH & Co. KG
Zur Bleiche 47
24941 Flensburg
Germany
Tel: +49(0)461 903 060
Fax: +49(0)461 903 0680
E-mail: info@robbeberking.de

I. Right of cancellation

You have the right to cancel this contract within 14 days without giving reasons.

The cancellation period shall be 14 days from the day on which you or a third party nominated by you who is not the carrier took possession of the goods (or the final good or the final part shipment or the final item).

To exercise your right of cancellation, you must inform us

Robbe & Berking
Silbermanufaktur seit 1874 GmbH & Co. KG
Zur Bleiche 47
24941 Flensburg
Germany
Tel: +49(0)461 903 060
Fax: +49(0)461 903 0680
E-mail: info@robbeberking.de

by means of a clear statement (e.g. a letter sent by post, fax or email etc.) regarding your decision to cancel this contract. You may use the Sample Cancellation Form attached; this is not mandatory, however.

To observe the cancellation period it shall be sufficient for you to send the notification of the exercising of the right of cancellation before the expiry of the cancellation period.

Consequences of cancellation

If you cancel this contract, we shall refund you all payments that we have received from you, including delivery costs (with the exception of the additional costs arising from the fact that you chose a type of delivery other than the reasonable standard delivery offered by us), immediately and no later than within 14 days of the date on which we received the notice of cancellation of this contract. For this repayment, we shall use the same method of payment that you used for the original transaction, unless explicitly agreed otherwise; under no circumstances will you be charged any fees for this repayment. We may withhold the repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever is the earlier.

You must send back or transfer the goods to us at the above address immediately and in all cases no later than 14 days from the date on which you notify us of the cancellation of this contract. This deadline shall be considered met if you send the goods before the expiry of the period of 14 days. We shall bear the costs of returning the goods.

You shall pay for any diminished value of the goods only if this diminished value is attributable to your handling of the goods in any way other than what is necessary to ascertain the quality, nature and functioning of these.

End of cancellation policy

II. Limitations/exclusion of the right of cancellation

According to § 312d para. 1 of the BGB [German Civil Code], there is no right of cancellation for the supply of goods which are not prefabricated and the production of which is determined by an individual choice or decision of the consumer or which are clearly tailored to the personal needs of the consumer.

Yours faithfully,

Robbe & Berking Silbermanufaktur seit 1874 GmbH & Co. KG


Download cancellation policy as PDF

Download sample cancellation form as PDF

(Please observe: These FAQs only refer to the Manufactory online shop. The following separate payment terms and conditions apply for the procurement of precious metals. Please find these in the General Business Terms and Conditions for the Precious Metals Shop.)

Which payment options are available to me?

Robbe & Berking provides the following payment options for articles from the Manufactory online shop:

• Advance payment through advance credit transfer
• Cash on delivery (only within Germany)
• Credit card (Mastercard, Visa, American Express)
• PayPal

How secure are purchases via credit card?

In order to protect your credit card data against unauthorised access during Internet transfers, Robbe & Berking utilise SSL as one of the most secure encryption methods currently available. SSL stands for "Secure Socket Layers" and is a mature encoding procedure which has already been used for a long time in the Internet. Here the entire data traffic between you and our browser is encoded with up to 128 bits, so that no unauthorised person can obtain access to the data.

Which payment deadlines must I adhere to?

Unless you have ordered with the cash on delivery option, the invoice amount must be transferred onto our account within 30 days.

Can I also make transfers from a foreign account?

Yes. We automatically send you the appropriate data for international payment transactions with the order confirmation. Please take into account that additional bank charges may apply for foreign transfers. Please ask your bank for more detailed information.

(Please observe: These FAQs only refer to the Manufactory online shop. Separate delivery conditions apply for the procurement of precious metals. Please find these in the General Business Terms and Conditions for the Precious Metals Shop.)

How high are the shipping costs?

incl. value added tax

* The goods are delivered exclusive value added tax. The recipient is responsible for the customs clearance.

The shipping costs are dependent on the value of the goods. We deliver free of charge from a certain goods value. Postage, insurance and packaging are included in the shipping costs.

Which delivery times apply?

If the articles you have ordered are in stock, the delivery time totals approximately five days after confirmation of the order. If articles first have to be manufactured, you will be notified of the earliest possible delivery date within one week. Delivery deadlines for Robbe & Berking are only then binding if they have been agreed in writing.

Which shipping service provider delivers the goods?

Robbe & Berking commissions only renowned shipping service providers, and has already worked for a long time with these providers. The shipping service providers commissioned by Robbe & Berking are:

• DHL International GmbH of the Deutschen Post AG
• United Parcel Service, Inc. (UPS)
• Dynamic Parcel Distribution GmbH & Co. KG (DPD)

Is my delivery insured?

Yes. All parcels are insured for dispatch without further charge. The insurance is already calculated in the postage price. The risk of accidental loss of the purchased goods is not transferred until the goods are handed over to the customer. For this reason, you as customer bear no risks. Only once the goods have been handed over to you is the risk of loss transferred. Please check on reception of the delivery for outwardly distinguishable damage. It is essential that you record these on the receipt of delivery.

What should I do if my parcel still hasn't arrived after several days?

Please contact us - the easiest way to do this is via our Contact form. We will then deal with the matter.

Why might I receive more than one parcel?

Your order is always delivered complete if possible. However, partial deliveries may be necessary. Please see more details under § 3 paragraph 2 of our General Business Terms and Conditions. From a certain order value and/or total weight, we will take the expedient precaution of dividing your order for reasons of insurance or practicability into 2 or more parcels. If an order comprises of 2 or more parcels, we will hand over all the parcels simultaneously to the forwarder. In exceptional cases, a parcel may be sent one day later than another from the same order.

What will the deliverer do if I am not at home?

Should the recipient named by you or the person authorised by them not be available at the stated delivery address, the deliverer will leave appropriate notification. This notification will state when and where the parcel can be collected. Please bring an identity document with you.

What shall I do if I haven't received what I ordered?

Robbe & Berking subject themselves to high safety standards. Packaging processes are undertaken by qualified employees and are checked multiple times. In addition, the contents of each delivery are weighed electronically and compared with the target weight. The data is stored in the memory of a calibrated balance.

However, should the contents of your parcel not concord with your order in spite of these precautions, please contact us without delay by telephone or E-mail. Please keep the entire delivery including the packaging material, delivery note and filling material etc. until the issue has been clarified. We will investigate the circumstances immediately.

Can I cancel the purchase?

We would like you to be completely satisfied with our deliveries. The right of revocation conceded to you gives you the opportunity to revoke the purchase. Important: Please observe that this does not apply for the purchase of individualised products. Here the right of revocation is excluded, and your purchase cannot be cancelled by returning the article.

Please observe the following guidelines on your right of revocation:

I. Right of cancellation

You have the right to cancel this contract within 14 days without giving reasons.

The cancellation period shall be 14 days from the day on which you or a third party nominated by you who is not the carrier took possession of the goods (or the final good or the final part shipment or the final item).

To exercise your right of cancellation, you must inform us

Robbe & Berking
Silbermanufaktur seit 1874 GmbH & Co. KG
Zur Bleiche 47
24941 Flensburg
Germany
Tel: +49(0)461 903 060
Fax: +49(0)461 903 0680
E-mail: info@robbeberking.de

by means of a clear statement (e.g. a letter sent by post, fax or email etc.) regarding your decision to cancel this contract. You may use the Sample Cancellation Form attached; this is not mandatory, however.

To observe the cancellation period it shall be sufficient for you to send the notification of the exercising of the right of cancellation before the expiry of the cancellation period.

Consequences of cancellation

If you cancel this contract, we shall refund you all payments that we have received from you, including delivery costs (with the exception of the additional costs arising from the fact that you chose a type of delivery other than the reasonable standard delivery offered by us), immediately and no later than within 14 days of the date on which we received the notice of cancellation of this contract. For this repayment, we shall use the same method of payment that you used for the original transaction, unless explicitly agreed otherwise; under no circumstances will you be charged any fees for this repayment. We may withhold the repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever is the earlier.

You must send back or transfer the goods to us at the above address immediately and in all cases no later than 14 days from the date on which you notify us of the cancellation of this contract. This deadline shall be considered met if you send the goods before the expiry of the period of 14 days. We shall bear the costs of returning the goods.

You shall pay for any diminished value of the goods only if this diminished value is attributable to your handling of the goods in any way other than what is necessary to ascertain the quality, nature and functioning of these.

End of cancellation policy

II. Limitations/exclusion of the right of cancellation

According to § 312d para. 1 of the BGB [German Civil Code], there is no right of cancellation for the supply of goods which are not prefabricated and the production of which is determined by an individual choice or decision of the consumer or which are clearly tailored to the personal needs of the consumer.

Download cancellation policy as PDF

Download sample cancellation form as PDF

Who pays the costs of returning the goods?

If the cancellation of your order or the return of the goods takes place within the withdrawal period, we will bear the costs of transport. We therefore ask you to observe the legally defined deadlines. After expiry of these deadlines, return of the goods is no longer possible if the goods we have delivered accord with what you have ordered. Items which cannot be shipped in parcels will be collected from you.

Please observe the following guidelines on your right of revocation:

I. Right of cancellation

You have the right to cancel this contract within 14 days without giving reasons.

The cancellation period shall be 14 days from the day on which you or a third party nominated by you who is not the carrier took possession of the goods (or the final good or the final part shipment or the final item).

To exercise your right of cancellation, you must inform us

Robbe & Berking
Silbermanufaktur seit 1874 GmbH & Co. KG
Zur Bleiche 47
24941 Flensburg
Germany
Tel: +49(0)461 903 060
Fax: +49(0)461 903 0680
E-mail: info@robbeberking.de

by means of a clear statement (e.g. a letter sent by post, fax or email etc.) regarding your decision to cancel this contract. You may use the Sample Cancellation Form attached; this is not mandatory, however.

To observe the cancellation period it shall be sufficient for you to send the notification of the exercising of the right of cancellation before the expiry of the cancellation period.

Consequences of cancellation

If you cancel this contract, we shall refund you all payments that we have received from you, including delivery costs (with the exception of the additional costs arising from the fact that you chose a type of delivery other than the reasonable standard delivery offered by us), immediately and no later than within 14 days of the date on which we received the notice of cancellation of this contract. For this repayment, we shall use the same method of payment that you used for the original transaction, unless explicitly agreed otherwise; under no circumstances will you be charged any fees for this repayment. We may withhold the repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever is the earlier.

You must send back or transfer the goods to us at the above address immediately and in all cases no later than 14 days from the date on which you notify us of the cancellation of this contract. This deadline shall be considered met if you send the goods before the expiry of the period of 14 days. We shall bear the costs of returning the goods.

You shall pay for any diminished value of the goods only if this diminished value is attributable to your handling of the goods in any way other than what is necessary to ascertain the quality, nature and functioning of these.

End of cancellation policy

II. Limitations/exclusion of the right of cancellation

According to § 312d para. 1 of the BGB [German Civil Code], there is no right of cancellation for the supply of goods which are not prefabricated and the production of which is determined by an individual choice or decision of the consumer or which are clearly tailored to the personal needs of the consumer.

Download cancellation policy as PDF

Download sample cancellation form as PDF

How can I order Robbe & Berking vouchers?

The purchase of a Robbe & Berking voucher is very simple. After registration, you can place a voucher in your shopping basket under "Vouchers".

What voucher values can I obtain?

The Robbe & Berking vouchers are available at values of 25.00 EUR to 3,000.00 EUR.

In which form will I receive the vouchers?

You can print out the vouchers you have obtained as PDF files. In addition, you have the option of receiving the voucher in a beautifully printed version. To do this, please click on the appropriate button during the order process.

How can I redeem a Robbe & Berking voucher?

You can redeem Robbe & Berking vouchers both in the Manufactory online shop or in the Robbe & Berking branches.

Is my data stored?

In order to execute all orders according to your wishes, Robbe & Berking do store certain data. These are primarily your address information, or further data required for certain methods of payment. Furthermore, the respective order data (article, quantity, price etc.) are assigned to your address data within the scope of your order.

You can find more detailed information under "Data protection".

How can I view, change or delete my data?

You can call up, change or delete your data at any time under "My data" in your profile.

Do Robbe & Berking websites use cookies?

Yes. Some of the Robbe & Berking websites make use of so-called cookie technology. A cookie is information which is sent from our web server to your computer (more precisely; the information is stored in your browser directory), as soon as you visit the website. The cookies receive no personal data whatsoever and are only used on our websites for the purpose of statistical analyses of interest to us. You can find more detailed information under "Data protection".