In our FAQ, we answer frequently asked questions.

If your question cannot be resolved and you need individual support, please write to us at support@wisefood.eu or call us:

Support
Phone (Mon-Fri): 9 am - 4 pm
+49 (0) 331 23617833

 

Ordering & Shipping of Samples

What is the minimum order value?

There is no minimum order value for us. Please note, however, that we only offer free shipping within Germany and Austria for orders over €49.

Do I have to create a customer account for 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 checkout process when placing your order.

Can I still edit or cancel my confirmed order?

Yes, simply send us a quick email at support@wisefood.eu and include your order number.

Is it possible to have sample products sent to me?

Due to a very high order rate, we are unfortunately unable to send out sample products at this time. For further questions, we are happy to assist you at support@wisefood.eu.

I haven't received an order confirmation yet. What can I do?

If you have problems with an order, please feel free to contact us. You can do this either by email (support@wisefood.eu) or by phone +49 (0) 331 23617833.

Delivery & Shipping

How long are the delivery times?

Parcel shipping:

Within Germany: 2-4 days
Within the EU: 5-7 days
International orders: up to 14 days

Pallet shipping:

Within Germany: 5-7 days
Within the EU: by arrangement

For individually printed products, the delivery times indicated on the respective product pages apply.

For more shipping details, please go to our Shipping Information.

How high are the shipping costs?

In Germany and Austria, we deliver free of charge for orders over €49.
For orders under €49, we charge shipping costs of €4.90 in Germany and €7.90 in Austria.
In Switzerland, we deliver free of charge for orders over €175.
For orders under €175, we charge shipping costs of €14.90. Customs duties may apply.
In Europe (excluding Germany, Austria, Switzerland), delivery is also free for orders over €175. For orders under €175, shipping costs are €14.90.

Outside of Europe, shipping costs are generally €100 or more - the exact delivery costs depend on the respective country and the package weight.

For more shipping details, please go to our Shipping Information.

Can I track the status of my order online?

Yes, you can track your shipment. After your order has been shipped, you will receive an email with a tracking code that allows you to follow your order online.

Can I have my delivery sent to a Packstation?

Yes, you can also have your delivery sent to a Packstation. This way, you don't have to worry if you happen to be away from home.

What do I do if something was 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 problem. You can find our contact details here.

Payment & Invoice

What payment methods are available?

You can pay via PayPal, Google Pay, Shop Pay, credit card, or KLARNA. For purchase on account, please contact our Customer Support.

I haven't received an invoice for my order yet. What can I do?

You will receive your invoice after your products have been shipped. If you still have not received an invoice after that, please feel free to contact our Customer Support.

Returns & Exchanges 

Can I return some products or my order?

Yes, you can return products within 14 days of receiving your order. Please use our Cancellation Form if you would like to return a product. You will receive a corresponding return slip from us, which must be enclosed with the shipment. The return slip also contains the information for the return address.
You can also find more information on cancellations in our Cancellation Policy.

Can I exchange products? 

Yes, you can also easily exchange your products with us.

How do I get my money back in the event of a return? 

In the event of a return, the money will be refunded to the specified payment account.

Can I return printed products?

Unfortunately, printed products cannot be returned, as they were manufactured in an individual custom production. The products were made specifically for you, which is why there is no right of withdrawal.
However, you have the opportunity to view the products before printing to ensure that you are 100% satisfied with the products.

Printing & Customization

Can I have my products customized and printed?

Some of our products can be custom printed. You can find the printable products here.

Can I look at the design again before it goes to print?

Yes, you can look at your products again before they are printed. We always send a free preview of the product, so 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, you are very welcome to contact us.
You can reach us either via email support@wisefood.eu or by phone +49 (0) 331 23617833 .

What are your edible drinking straws made of?

Our rice drinking straws are made of rice flour, tapioca starch, and natural colors and can therefore be disposed of in organic waste like other food items. They are odorless and tasteless, as well as vegan, gluten-free, and allergen-free. This makes them a great alternative to plastic straws, which have long been banned in the EU, as well as to classic paper straws, which many do not find satisfactory.

How long do the drinking straws last after opening the package?

Once the package has been opened, you can still use the drinking straws without any problems even after weeks.

How long do the drinking straws remain stable in a drink?

The drinking straws generally remain stable in a drink for up to an hour. The colder and more alcoholic a drink is, the longer the drinking straw lasts. For example, if you were drinking an ice-cold cocktail with a high alcohol content, the straw would remain stable in the drink for longer than an hour. In hot drinks such as tea or coffee, 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 "Profile" in the "Addresses" tab.

I forgot the password for my account. What can I do now?

If you have forgotten your password for your account, that is no problem. Logging into our shop now works via a passwordless login. During the login process, you will receive a "One-Time Passcode" by email after entering your email address.

How can I delete my customer account?

If you would like your customer account deleted, please feel free to contact us. You can do this either by email (support@wisefood.eu) or by phone +49 (0) 331 23617833.

What do I do if I no longer want to receive the newsletter?

You can unsubscribe from the newsletter at any time. To do so, you can click on Unsubscribe at the very bottom of any of our emails.