FREQUENTLY ASKED QUESTIONS
How can we help you? Welcome to our FAQs! Here you will find many answers on topics such as cleaning and care or planning and advice. If you have any further questions, we are happy to help!
General
We will be happy to help you with any questions you may have about bathrooms. You can chat with us via the website (cookies must be activated for this), you can arrange a callback with us, send us a message via our contact form or write to us by e-mail: [email protected]
We sell our products exclusively through specialised dealers. You can find dealers near you here.
Yes, you will find an overview here.
The statutory warranty applies to all Villeroy & Boch products. We also grant a 10-year guarantee on acrylic and Quaryl bathtubs and shower trays in accordance with the relevant guarantee conditions.
Sanitary ceramics - washbasin/toilet
If these cracks cannot be felt with the fingernail, they may be caused by metal abrasion. As our ceramic is harder than metal, these silver-grey stripes can be caused by rubbing with metal objects. These shiny grey or silvery streaks can be easily removed with a metal-removing cleaner, e.g. ceramic hob cleaner.
Villeroy & Boch sanitary ceramics have smooth, dense and virtually scratch-proof surfaces that are resistant to all common household acids and alkalis. Clean water and a damp cloth are often all you need for everyday care. Water marks, residual grease or soap can be removed easily using a bathroom cleaner or vinegar-based cleaning product. If you would like to avoid “chemicals” entirely, you can use household vinegar or diluted vinegar essence to quickly remove limescale marks. If the stains are a little more stubborn, you can leave a household cloth soaked in vinegar to work overnight. Another option is a gentle limescale remover from a specialist retailer, which can be used according to the manufacturer's recommendations. You can clean deposits in the lower water area of the toilet by dissolving a dishwasher tablet or denture cleaning tablet in water. Then clean vigorously with a toilet brush. Particular caution is required with substances containing high amounts of fluorine, for example, rust removers or toothpastes. If they are not removed, they can cause stains – you should, therefore, remove any residues immediately! For heavier contamination, we recommend a non-abrasive liquid or cream bathroom cleaner. For even more effective results, apply the product using a soft, non-scratch sponge.We also recommend leaving the lid and seat of your toilet open while soaking the cleaning product. You can find more information in our care instructions.
Ceramic products such as toilets and washbasins are fired. Due to this manufacturing process, a ceramic product can have certain deviations, which are quite normal (within certain tolerances, of course). We therefore offer some washbasins in a polished version: The underside or back is ground down after firing so that it is straight. A completely straight (sanded) side fits better on a washbasin cabinet or table top and ensures a thinner putty seam than a non-sanded model.
Certain products are supplied with certain accessories. Not all models are supplied with a fixing set as standard. You can find out exactly what is supplied with each product on the detail pages.
Minor damage or chipped glaze on the ceramic can be repaired with a repair pen. To order, please send an e-mail to: [email protected]
DirectFlush is a new generation of toilet. In contrast to conventional toilets, DirectFlush has an open and fully glazed water rim, which enables particularly quick and thorough cleaning. The flushing process has also been optimised with DirectFlush - the entire inner bowl is flushed right under the open water rim. This prevents impurities from building up. You can find more information about DirectFlush here.
No, you will find a corresponding note with the products in the price list or on our website.
According to DIN 1387 and 1388, floor-standing WCs must have a height of 390 mm +/- 10 mm. There is no standardised height for wall-hung WCs. However, this standard is also applied here. This results in a height of 400 mm measured from the floor to the top edge of the WC (without seat) as a recommendation and standard dimension specified in the catalogue.
One reason for the formation of splash water is the size of the flushing channel. A surge of water is generated in it with every flush, which traps air and pulls it along with it. Due to the buoyancy, the air bubbles pull water particles upwards with them, triggering the splash effect. Another reason is the surface tension of the flushing water, which is influenced by the water hardness. Depending on the model type, the cistern industry offers flush restrictors that can be used to optimise the dynamics of the flushing process. However, slight splashing is unavoidable and does not constitute a defect due to the causes mentioned.
There are various cleaning options depending on the type of soiling. Limescale stains are best removed with commercially available limescale remover (household vinegar or diluted vinegar essence). The effect is improved if you use a soft, non-scratching sponge. Soap and grease residues can be easily removed with grease-dissolving household cleaners. For further care recommendations and instructions, please refer to our care instructions.
Black marks on ceramic can be caused by metal abrasion from jewellery, for example. These marks can be removed with Etolit or Stahlfix. To do this, apply the cleaning agent to a dry cloth and rub the dry, soiled area. However, these cleaning agents can damage the ceramic surface if used repeatedly. Therefore, only ever treat the actual soiling, do not clean the entire basin with it.
This hole is a pouring hole, if it drips out, please complain about the toilet via your contract partner.
No, the colour of a Villeroy & Boch ceramic toilet or washbasin is determined by the glaze. The glaze is applied before the product is fired in the kiln.
Ceramic sanitary ware - CeramicPlus
CeramicPlus is an innovative development from the Villeroy & Boch research laboratories and was developed according to the latest findings in physical materials research. Villeroy & Boch has succeeded in improving the properties of the ceramic. The surface of CeramicPlus is sustainably refined using a special process. On CeramicPlus, the water collects in droplets. The water droplets turn into water beads and literally roll down the sink; and with them, residues such as limescale and dirt. If something does stick: CeramicPlus is much easier to clean. Even dried-on limescale stains are easier to remove. And it is environmentally friendly and does not contain aggressive cleaning agents.
The innovative manufacturing process gives your ceramic particularly easy-care properties:
- Durability
- Scratch resistance
- Hygiene
- Resistant to acids and alkalis
You can also find more information here.
All CeramicPlus products bear a "Cplus" stamp. The lettering and stamp are combined on some products: A capital C with the addition "CeramicPlus Villeroy & Boch ".
CeramicPlus is available for our entire brand range of bathroom ceramics. There are series where you can only order CeramicPlus and there are series where you have the choice of with or without CerarmicPlus.
Standard all-purpose cleaners and a kitchen sponge with a soft, non-scratching surface or microfibre cloths are best suited for the regular care of CeramicPlus. You should avoid using abrasive powder cleaners, as their use can reduce the beading effect over time.
CeramicPlus is resistant to all commercially available cleaning agents. This also applies to products containing acids, solvents and surfactants. The only exceptions are scouring powders and prolonged contact with alkaline products (pipe cleaners, mould removers).
CeramicPlus is resistant to solvents (alcohols, acetone) and chemicals that are typical components of cosmetic products.
CeramicPlus is resistant to disinfectants. The manufacturer's instructions for these products must be observed. Exceptions are products with PH 12 and products containing chlorine, which could impair the effect of prolonged contact with the CeramicPlus surface.
Sanitary ceramics - SupraFix 3.0 / SmartFix
That's how easy and flexible it is to install a drain cover today: SmartFix, the new, patent-pending fixing system from Villeroy & Boch, enables significantly faster and more flexible installation of our drain covers. Your advantages: - Installation without the use of tools and without drilling - Immediate equalisation of tolerances - Visually perfect fastening - Quick installation Based on the principle of a cable tie and in conjunction with a guide mechanism, SmartFix enables the drain cover to be securely fixed in place. Easy handling, tolerances can be levelled out in no time at all with the SmartFix system, more space is also available under the cover for the drain, perfect appearance. The SmartFix system is visually perfect without visible fixings Another plus: SmartFix can be used several times without any problems. You can find an installation video at: http://www.youtube.com/watch?v=C7LqchBHoKU
No, no holes need to be drilled in the wall when mounting with SmartFix.
Installation with SmartFix is only possible with specially developed drain covers. Information on which products SmartFix can be used for can be found on our homepage under the products or in our price list.
The toilet seat must be SupraFix-compatible. You can find the right seat for every toilet in the Villeroy & Boch price list or on our website. We generally recommend the matching toilet seat from the Villeroy & Boch range for all toilets, as this always offers an optimum fit.
Yes, we recommend the Villeroy & Boch sound insulation set 9222 87 00 for installation with SupraFix 3.0. This sound insulation mat is made of particularly high-quality material with high resilience. It also has a practical SupraFix pre-perforation so that no time-consuming cutting out is necessary. Alternatively, our equalising serrated tape 9209 25 00 can also be used.
Toilet seats
Toilet seats are usually subjected to high frequency single and double-sided loads. The fastening on the ceramic surface is therefore subject to extreme stress due to regular movement. This can also cause the screw connections to loosen due to use. We therefore recommend checking the fastenings at regular intervals and retightening them if necessary.
The surface of the toilet seat is closed and non-porous, which helps to ensure optimum hygiene. Therefore, please do not use any abrasive, chlorinated or acidic cleaning agents, as these can damage the surface and cause yellowish discolouration and rust film. Only use a mild, PH-neutral soap solution for cleaning. If toilet cleaner and/or other aggressive cleaning agents come into contact with the toilet seat and/or the hinges, please rinse with clear water. After cleaning, please wipe any remaining moisture on the seat and hinges dry with a soft cloth. When cleaning, please ensure that the toilet seat and lid are open until the cleaning agent in the toilet bowl has been completely rinsed away.
You can find instructions on how to align your toilet seat in the video here.
Watch the following video to see how you can easily remove your toilet seat thanks to QuickRelease:
https://www.youtube.com/watch?v=qxU-DfBVbkM
The surface of the toilet seat is closed and non-porous, which helps to ensure optimum hygiene. Therefore, please do not use any abrasive, chlorinated or acidic cleaning agents, as these can damage the surface and cause yellowish discolouration and rust film. Only use a mild, PH-neutral soap solution for cleaning. If toilet cleaner and/or other aggressive cleaning agents come into contact with the toilet seat and/or the hinges, please be sure to rinse with clear water, otherwise this can lead to discolouration of the toilet seat (yellow, blue, etc.) or rust film on the hinges. After cleaning, please wipe any remaining moisture on the seat and hinges dry with a soft cloth. When cleaning, please ensure that the toilet seat and lid are open until the cleaning agent in the toilet bowl has been completely rinsed away. We also recommend leaving the lid and seat of your toilet open while the cleaning product is soaking in the toilet.
The installation spanner is included with the toilet seat. It is also included in our hinge set for the toilet seat. The toilet seat hinges can also be tightened using a standard open-end spanner.
In order to determine the right toilet seat for your toilet, you are welcome to send us informative pictures of the hinges, the top view with the lid closed and a picture of the side view so that we can determine your series and the seat. Supplement: If you still have your original Villeroy & Boch seat available, you can also check whether you can find a stamped number on the underside of the seat ring and the toilet seat cover, in the centre between the two hinge points. Many of the toilet seats in our range have an identification number at this point, which can help us to identify the toilet seat. Please send your enquiry to [email protected]
The hinges of our toilet seats are made of high-quality stainless steel. Urine or the use of abrasive cleaning agents containing chlorine or acid will attack the surface of the material to such an extent that the hinges can oxidise. Flash rust forms, which can usually be removed by polishing.
To avoid cleaning errors, please follow the instructions in the cleaning instructions supplied.
You can also find care instructions on the product pages of our toilet seats
Wellness
Acrylic and Quaryl are easy to clean thanks to their non-porous surfaces. All you need to do is wipe the bath or shower with a damp sponge or towel after use. In addition, our acrylic and Quaryl products can also be cleaned with a soft sponge or cloth and a conventional liquid (non-abrasive) cleaning agent. However, always read the instructions on the packaging of the cleaning agent
Yes, our Quaryl products are manufactured using the injection moulding process. The visible surfaces are completely smooth. The invisible reverse side will always show traces of air - this is normal and due to the production method.
No! Acrylic and Quaryl are both plastics that must be able to move. For this reason, they must not be laid in damp screed: Otherwise the shower tray will stick to the screed after drying and this will prevent the product from moving during use. For this reason, a circumferential expansion joint of 5mm is also required.
No, this has nothing to do with the shower tray or the drain cover. This is a ventilation problem in the drain system. There is air in the drain pipe. The air delays the flow of water. By removing the cover, the air can flow freely again. This can be solved by having your plumber install an aerator/deaerator at the correct points in the system.
Yes, depending on the depth of the scratch, it can be repaired. Suitable repair kits can be requested from specialist dealers.
For further information please contact us on 19797.
You can find spare parts and accessories at your local authorised Villeroy & Boch dealer. You can find a dealer near you here.
The bath should be rinsed with water after every bath. A mild, non-abrasive cleaning agent should be used for thorough cleaning.
Quaryl consists largely of a natural, mineral material. Villeroy & Boch mixes the fine quartz dust with liquid acrylic and some high-quality additives in a special way to achieve a uniformly homogeneous material that is ideal for the design and use of bathtubs and shower trays.
The suitable drain is a Viega Tempoplex 90 mm, for which the trade offers a strainer insert. Please contact your retailer for more information
The matching drain is a Viega Tempoplex 90 mm, for which the trade offers a Viega drain set with vertical drain. Please contact your retailer for more information.
When installing the drain cover + accessories, the correct sequence must be observed so that it is firmly secured.
When installing the push button of the overflow, ensure that it is installed flush. If the installation is not carried out as shown, the tray drain cannot be opened using the push plate.
Furniture
Yes, we can send them to you. Please contact our customer service by e-mail: [email protected]
Our bathroom furniture is designed for use in a bathroom. However, please avoid splashing water, standing water and persistent moisture. If there is water/moisture on the furniture, wipe it dry as quickly as possible with a soft cloth to avoid any damage.
We recommend wiping bathroom furniture with a soft, clean cloth (not a microfibre cloth), lukewarm water, damp and with little pressure. Please always wipe dry. Furniture surfaces must not be exposed to standing water or persistent moisture for long periods of time, as this can lead to damage. Hair dye, descaler, nail varnish remover, perfume etc. must be removed from the furniture surfaces immediately. For stubborn stains, also use a mild household cleaner (e.g. diluted washing-up liquid). Do not use abrasive, acidic, solvent-based or greasy cleaning agents! Do not use any cleaning agents that contain abrasives (neither liquid nor powder).
In the case of limescale deposits, a cloth can be soaked in diluted vinegar water (table vinegar) and placed on the stain for a short time to dissolve the limescale. Then wipe the area with lukewarm water and wipe dry. Caution! Do not rub, otherwise gloss marks may appear on (matt) painted surfaces.
We recommend wiping a mirror with a damp cloth and lukewarm water. Please always wipe dry - including the edges. Persistent moisture can lead to damage.
Unfortunately, we no longer offer touch-up pens for painted surfaces. We are generally unable to offer touch-up material for other surface materials.
We recommend hiring an electrician, as we do not offer conversion kits, i.e. the lighting must be replaced all round.
This depends on the product. To find out whether the LED is replaceable, please refer to the product-specific data sheet (see technical data sheet)
Yes, in principle the lighting can also be switched by room switching. However, it should be noted that the LED driver must first convert the (new) incoming current signal so that there is a delay of 3-4 seconds until the light actually lights up. The type of LED driver also defines whether brightness and light colour (memory) or only the light colour (auto-on) are saved. Attention: The connection of Smarthome-enabled products to the bridge/hub/gateway is also disconnected and any sockets are also de-energised when the room switch is switched off.
No, when the room switch is switched off, the entire piece of furniture (lighting, sockets) is de-energised.
The lighting can be switched on and off via KNX, but cannot be adjusted (light colour/light brightness).
An LED Driver with memory saves the status (ON/OFF), light colour and brightness, whereas an LED Driver with auto-on only saves the light colour. This means that an LED Driver with auto-on will switch on automatically when a current pulse is received and at 100% brightness, but the light colour remains preset.
With the newer LED drivers (Subway 3.0, More to See Lite, My View Now) it is possible to change the function from Memory to Auto-On by pressing the sensor for at least 1 minute.
Our furniture is adjusted at the factory so that the base unit only needs to be attached to the angled wall under optimum conditions. Before adjusting the pull-outs, the carcase of the base unit should first be set at an angle. In most cases, fine adjustment of the pull-outs is then unnecessary - if not, the pull-outs can be fine-adjusted to the left/right of the pull-out. Further details can be found in the assembly instructions for the respective furniture/the respective furniture series
Please first check whether the pull-outs can be loaded, i.e. whether there is still air behind the pull-out. The depth is adjusted using the orange-coloured wheels. The optimum setting: turn the orange-coloured wheels fully "into the furniture", then turn them 2 turns towards the front.
Please first check whether the synchronising rod is correctly screwed in under the pull-out. To do this, first remove the pull-out and then turn the synchroniser bar until you hear a "click".
We recommend fully extending and retracting the runner several times so that the lubricant is redistributed and the runners run more smoothly.
We offer smart home solutions for My View Now (mirror cabinets), More to See Lite (illuminated mirrors), Subway 3.0 (illuminated mirrors and base units) and Collaro (base units in the current B0 version)
We use the Zigbee Home Automation Standard 3.0 wireless standard
Please refer to the product-specific data sheet (see technical data sheet) to find out whether a Zigbee retrofit kit is available for the base unit/mirror. It is not possible to retrofit or remove the Zigbee module for mirror cabinets.
To do this, switch on the lighting once and start the search in the app. Now switch the lighting off and on again 5 times, after which the lighting will pulsate after a few seconds.
No, we do not currently offer customised products.
We only use VDE-tested electrical components. The special safety regulations for the bathroom are adhered to and strictly monitored.
If the respective Zigbee retrofit kit has been retrofitted to the Subway 3.0/ More to See Lite light mirrors/base units, but also to the Smarthome-capable My View Now, the sensors are only switched ON/OFF. The light settings must be made via the Zigbee interface (app/voice control).
We recommend the purchase of a so-called Emotion Control (G9990200). The settings (light colour, brightness) and the creation of light groups can only be made using the Emotion Control.
An LED Driver with Auto-On switches on again automatically in the event of a power pulse, i.e. after a power failure or in the event of mains fluctuations, the lighting may switch on again.
ViConnect
No, unfortunately this is not possible. Villeroy & Boch flush plates can only be combined with Viconnect concealed parts (and vice versa).
Yes : Article number 92249500. Please contact your retailer to place an order.
Yes : Item number 92238500. Please contact your retailer to place an order
Condensation is caused by the condensation of moist air on cold surfaces. Sufficient ventilation of the bathroom can prevent the formation of condensation. Maintain a constant room temperature and ventilate in dry weather.
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