Whether you need customer service assistance or just want to say hello, drop us a note!
Placing an order
What payment options do you offer?
At this time, we only accept Visa, MasterCard, American Express and Discover debit and credit cards.
Where do you ship?
We ship worldwide. Standard shipping within the U.S takes 3-5 business days, international shipping 5-20 days. We do not ship to P.O. boxes.
Do you offer expedited shipping?
All U.S. orders are shipped using FedEx® Ground, FedEx® 2nd Day, or FedEx® Overnight depending on the level of service you select when placing your order.
How do I track my order?
Once your order has been shipped, you will receive an email containing a tracking number and estimated delivery date.
If you have created an account, you can also track your order by logging in and checking on the status by selecting View Order Status.
How do I care for my products?
Von Gern Home products are meant to be used often and cared for well. Please hand wash with warm water and mild soap. Dry immediately after rinsing. Do not use harsh detergents, place in direct sunlight, or extreme heat.
Do I need to create an account to order from your site?
While it’s not required to set up an account on vongernhome.com, we strongly encourage customers to create one for the following benefits:
- Purchase history
- Account activity
- Shipping status
- Request returns or exchanges
- Billing and shipping information securely stored for quick checkout
Is my personal information kept safe?
We do not sell, trade, or rent Users’ personal identification information to others.
We do not sell, trade, or rent Users’ personal identification information to others. We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our Site, register on the Site, place an order, fill out a form, respond to a survey, subscribe to the newsletter, and in connection with other activities, services, features, or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, and credit card information.
I can’t remember my password, how can I access my account?
To reset your password, please follow the Forgot your password link on the Login page.
Returns and Exchanges
What is your return policy?
If you wish to return your purchase(s) from vongernhome.com for a refund or exchange, we will be happy to process your request under the following terms and conditions:
- We must receive returns or exchanges within 10 days from the date of delivery.
- All items must be returned in unused condition in the original packaging.
- Any used, damaged, or altered items, or anything Von Gern Home considers questionable will not be accepted and will be returned to the customer.
- Please pack your return carefully – we are not responsible for damage or loss for return shipments. We highly recommend you ship with a service that provides tracking and insurance.
- The customer is responsible for the cost of return shipping and any insurance.
- Refunds will be issued for the cost of merchandise and any applicable sales tax only. Shipping and handling fees are not refundable.
- Refunds will be credited to the credit card used to make the purchase.
- We cannot accept returns of any items purchased from any other store or website that sells our products. Please contact the place of purchase for their return policy.
- Sale items are final sale and do not qualify for returns, refunds, exchanges, or price adjustments.
- If you have any questions as to whether an item can be returned, please email us at email@example.com
How do I return or exchange an item?
We are happy to accept any returns or exchanges placed within ten days from the date of delivery that are unused and in the original packaging. Simply email firstname.lastname@example.org for assistance.
Will I be refunded the full value of my order?
All orders are refunded the full value including taxes within the United States, except for the cost of shipping. Please be aware that it can take up to 10 business days for the refund to appear in your account.