In our FAQ we answer frequently asked questions.
If your question cannot be answered and you need individual support, please write to us at support@wisefood.de or call us:
Support
Telephone (Mon-Fri): 9am-4pm
+49 (0) 89 24418362
Ordering & shipping samples
What is the minimum order value?
We don't have a minimum order value. However, please note that we only offer free shipping in Germany and Austria for orders over €49.
Do I need to create a customer account to place my order?
You don't need to create a customer account to place your order. You can also shop as a guest.
I received a discount code. Where and how can I redeem it in the store?
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 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 ship sample products. If you have any further questions, please contact us at support@wisefood.eu. available.
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 so either by email (support@wisefood.eu) or by phone at +49 (0) 89 24418362.
Delivery & Shipping
How long 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 approximately 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 deliver free of charge for orders over 49 €.
For orders under €49, we charge €6.90 in Germany and €4.90 in Austria for shipping.
In Switzerland, we offer free shipping for orders over €175.
For orders under €175 we charge €20 shipping.
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 order delivered to a Packstation. 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 pay via Google Pay, Apple Pay, Amazon Pay, purchase on account, installment payment, bank transfer, credit card, Paypal, KLARNA or Sofortüberweisung.
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 haven't received an invoice after that, please feel free to contact us. You can do so either by email (support@wisefood.eu) 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 wish to return a product. You will receive a return delivery note from us, which must be enclosed with your shipment. The return delivery note also includes 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 the item, the money will be refunded to the specified payment account.
Can I return printed products?
Unfortunately, printed products cannot be returned because they are custom-made. The products were made specifically for you, so there is no right of withdrawal.
However, you have the opportunity to review the products before printing, so we can ensure that you are 100% happy with them.
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 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, giving you the opportunity to make changes or cancel your order free of charge.
About our products
I have questions about the product 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.eu 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 goal for our drinking straws is to utilize apple pomace, a byproduct 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 weeks later.
How long are the straws stable in the drink?
The straws remain stable in the drink for approximately one hour. The colder and more alcoholic the drink, 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 one hour. For hot drinks like tea or coffee, the stability is reduced and can be 10-25 minutes, depending on the temperature.
Account & Personal Information
My contact information has changed. How can I change it in my account?
You can easily change your contact details at any time in your account under “My Addresses”.
I forgot my account password. What can I do now?
If you've forgotten your account password, you can easily reset it here . You'll 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 so either by email (support@wisefood.eu) or by phone at +49 (0) 89 24418362.
What should I do if I no longer want to receive the newsletter?
You can unsubscribe from the newsletter at any time. To do so, click the "Unsubscribe" link at the bottom of any email we receive.