In our FAQ we answer frequently asked questions.
If your question cannot be answered and you need individual support, please write to us at sales@wisefood.de or call us:
Support
Telephone (Mon-Fri): 9 a.m. to 4 p.m.
+49 (0) 89 24418362
Ordering & Shipping of Samples
What is the minimum order value?
We do not have a minimum order value. Please note, however, that we only offer free shipping in Germany and Austria for orders over 49 €.
Do I have to create a customer account to place my order?
You do not necessarily have to create a customer account to place your order. You can also shop as a guest.
I have received a discount code. Where and how can I redeem it in the shop?
You can enter and redeem your discount code directly in the corresponding field during the ordering process.Can I still edit or cancel my confirmed order?
Yes, just send us a short email to sales@wisefood.de and mention your order number.Is it possible to have sample products sent to you?
Due to a very high order rate, we are unfortunately unable to send sample products at the moment. If you have any further questions, please do not hesitate to contact us at sales@wisefood.de .
I haven't received an order confirmation yet. What can I do?
If you have any problems with an order, please feel free to contact us. You can do this either by email (support@wisefood.de) or by phone +49 (0) 89 24418362.Delivery & Shipping
How long are the delivery times?
Delivery times for Germany, Austria and Switzerland are 1-3 working days. Within Europe, delivery takes about 3-6 days. Otherwise, delivery for international orders is about 11 days.
For individually printed products, the delivery times stated on the respective product pages apply.
How much are the shipping costs?
In Germany and Austria we offer free shipping for orders over 49 €.For orders under €49 we charge €6.90 in Germany and €4.90 in Austria for shipping.
In Switzerland, shipping is free for orders over 175 €.
For orders under 175 € we charge 20 € shipping costs.
In Europe (excluding Germany, Austria and Switzerland) delivery is also free for orders over €175. For orders under €175, shipping costs are €19.90.
Outside Europe, shipping costs are 40 €.
Can I track the status of my order online?
Yes, you can track your shipment. After placing your order, you will receive an email with a tracking code that you can use to track your order online.
Can I have my delivery sent to a Packstation?
Yes, you can also have your delivery sent to a packing station. This way you don't have to worry if you are not at home.
What do I do if something is delivered incorrectly or damaged? What if something is missing from my package?
In this case, please contact us immediately so that we can resolve the issue.
Payment & Invoice
What payment methods are available?
You can choose to pay via Google Pay, Apple Pay, Amazon Pay, purchase on account, installment payment, bank transfer, credit card, Paypal, KLARNA or instant transfer.
I haven't received an invoice for my order yet. What can I do?
You will receive your invoice after your products have been dispatched. If you still have not received an invoice after this, please feel free to contact us. You can do this either by email (support@wisefood.de) or by phone (+49 (0) 89 24418362).Returns & Exchanges
Can I return some products or my order?
Yes, you can return products. Please use our return form if you want to return a product. You will receive a return delivery note from us for the return, which must be enclosed with the shipment. The return delivery note also contains the details of the return address.
You can find even more information about the cancellation in our cancellation policy .
Can I exchange products?
Yes, you can easily exchange your products with us.
How do I get my money back if I return an item?
If you return an item, the money will be refunded to you via the payment account you provided.
Can I return printed products?
Unfortunately, printed products cannot be returned as they were made to order. The products were therefore made individually for you, which is why there is no right of cancellation.However, you have the opportunity to take another look at the products before printing, so we can make sure that you like the products 100%.
Printing & Customization
Can I have my products customized and printed?
Some of our products can be individually printed. You can find the printable products here .
Can I take another look at the design before it goes to print?
Yes, you can preview your products before printing. We always send a free preview of the product so that you still have the opportunity to make free changes or cancel the order.
About our products
I have questions about the range or a product and need help. What can I do?
If your questions about our range or individual products could not be answered on the website, please feel free to contact us.You can contact us either by email support@wisefood.de or by phone +49 (0) 89 24418362
to reach.
What are your edible straws made of?
Our drinking straws are made from grain, apple fiber and stevia. The aim of our drinking straws is to use apple pomace, a by-product of apple juice production. The drinking straws are manufactured exclusively in Germany in compliance with the highest quality standards. We also try to source as many raw materials as possible directly from Germany.
What is the best-before date (BBD) of your drinking straws?
Our straws have a shelf life of at least 12 months. Even if the package has been opened, you can still use the straws without any problems even after weeks.How long are the straws stable in the drink?
The straws remain stable in the drink for about an hour. The colder and more alcoholic a drink is, the longer the straw lasts. For example, if you were to drink an ice-cold cocktail with a high alcohol content, the straw would remain stable in the drink for more than an hour. With hot drinks such as tea or coffee, the stability is reduced and can be 10-25 minutes depending on the temperature.Account & Personal Data
My contact details have changed. How can I change them in my account?
You can easily change your contact details at any time in your account under “My Addresses”.
I forgot the password for my account. What can I do now?
If you have forgotten your account password, you can easily reset it here . In the next step, you will receive an email from us with instructions on how to reset your account.
How can I delete my customer account?
If you would like to have your customer account deleted, please feel free to contact us. You can do this either by email (support@wisefood.de) or by phone +49 (0) 89 24418362.