In our FAQ, we answer frequently asked questions.

 

If your question cannot be answered and you need individual support, please contact us at support@wisefood.de or call us:

Support
Phone (Mon-Fri): 9 am - 4 pm
+49 (0) 331 2361783

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 for orders over €49 in Germany and Austria.

 

Do I need to create a customer account for my order?

You don't necessarily need to create a customer account for 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 short email to support@wisefood.eu and also mention your order number. 

 

Is it possible to receive sample products from you?

Due to a very high order rate, we are currently unable to send sample products. For further questions, please do not hesitate to contact us at support@wisefood.eu.

 

I have not yet received an order confirmation. 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 2361783.

 

Delivery & Shipping

What are the delivery times?

Delivery times for Germany, Austria, and Switzerland are 1-3 business days. Within Europe, delivery takes approximately 3-6 days. Otherwise, international orders take about 11 days.
For individually printed products, the delivery times indicated on the respective product pages apply.

 

What are the shipping costs?

In Germany and Austria, we offer free shipping for orders over €49.
For orders under €49, we charge €6.90 for shipping in Germany and €4.90 in Austria.
In Switzerland, we offer free shipping for orders over €175.
For orders under €175, we charge €20 for shipping.
In Europe (excluding Germany, Austria, Switzerland), delivery is also free for orders over €175. For orders under €175, shipping costs are €19.90.

Outside of Europe, shipping costs are €40.

 

Can I track the status of my order online?

Yes, you can track your shipment. After your order, you will receive an email with a tracking code, which you can use to track your order online.

 

Can I have my delivery sent to a packing station?

Yes, you can also have your delivery sent to a packing station. This way, you don't have to worry if you're not at 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 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 bank transfer.

 

I have not yet received an invoice for my order. 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 us. You can do this either by email (support@wisefood.eu) or by phone (+49 (0) 331 2361783).

 

Returns & Exchanges 

Can I return some products or my order?

Yes, you can return products. Please use our return form if you wish to return a product. You will receive a return slip from us for the return, which must be enclosed with the shipment. The return address details are also on the return slip.
You can find more information about the right of withdrawal in our withdrawal policy.

 

Can I exchange products? 

Yes, you can also exchange your products with us without any problems.

 

How do I get my money back when returning an item? 

When returning an item, the money will be transferred back to the specified payment account.

 

Can I return printed products?

Unfortunately, printed products cannot be returned as they were manufactured as custom orders. The products were therefore produced individually for you, which means there is no right of withdrawal. 
However, you have the option to review the products before printing, which ensures that you are 100% satisfied with them.

 

Printing & Customization

Can I customize and print my products?

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

 

Can I review the design before it goes to print?

Yes, you can review your products before printing. We always send a free preview of the product, so you still have the option 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 reach us either by email support@wisefood.eu or by phone +49 (0) 331 2361783. 
 

What are your edible straws made of?

Our straws are made from grain, apple fibers, and stevia. The goal with our straws is to utilize apple pomace, a byproduct of apple juice production. The straws are exclusively produced in Germany under the highest quality standards. We also try to source as many raw materials as possible directly from Germany.

 

What is the minimum shelf life (MHD) of your 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 after weeks.

 

How long do the straws remain stable in the drink?

The straws remain stable in the drink for approximately one hour. The colder and more alcoholic a drink is, the longer the straw will last. 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 longer than an hour. For hot drinks such as tea or coffee, the stability decreases 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 have forgotten the password for my account. What can I do now?

If you have forgotten your password for your account, you can easily reset it here. You will then 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.eu) or by phone +49 (0) 331 2361783.

 

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

You can unsubscribe from the newsletter at any time. To do this, simply click on Unsubscribe at the bottom of any email from us.