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FAQ

Order process

Where is the price of my order displayed?

Commercial shop: As this is a commercial online shop, the order options and the price is only displayed after your customer account has been approved. Please register for this beforehand.Consumer shop: All prices and availabilities are instantly displayed. There is no need for approval to take place after registration.

How long does it take for my customer account to be approved? (only applicable to the commercial shop)

State your VAT number during registration and you will be approved immediately. However, if you upload a trading licence, then approval of your customer account may take up to 24 hours (only on working days).

How can I find out whether an article can be delivered?

Generally, all articles in our shop are always in stock. If, unusually, this is not the case, then this will be displayed next to the product. The article can then not be placed in the shopping basket. Please telephone or email us to find out when the article is in stock once again.

Are there alternative articles if an item cannot be delivered?

We have such a wide range of products that a suitable alternative can almost always be found. We’d be glad to provide additional assistance personally. Please give us a call or email us.

Can I trace the status of an order?

Yes, you can follow the course of your delivery at any time with the tracking code automatically issued to you upon dispatching the goods.

How high is the minimum order value?

There is no minimum order value in our online shop.

Do I receive an order confirmation?

Yes, after sending your order, you receive an email with an order confirmation together with the invoice. Upon dispatching the goods, you also receive a confirmation of dispatch along with a tracking code.

What payment methods are available?

The following payment options are accepted: Credit card (Visa, MasterCard), prepayment, immediate transfer or PayPal.

Do I have the right to return?

The right to return is for two weeks with fully undamaged and originally packed goods. Please note that you are liable for the costs of returning the consignment. Please also note that: We cannot accept returns of goods that were delivered abroad. It is advisable to also read our T&Cs.

Shipping

How long does delivery take?

Generally, we pack and send ordered products within 24 hours of receiving the order.Delivery in Germany generally lasts between 2-3 working days. Deliveries abroad, on the other hand, may last up to 10 days depending on the country.

How much does delivery cost?

Delivery costs for shipping within Germany costs up to €4.80. The costs differ for consignments sent abroad, but they will be displayed in the order overview before dispatch.

How far is the limit for free delivery?

Unfortunately, we cannot offer free delivery from the shop. We charge a flat rate one-off charge of €4.80 per order for delivery within Germany. The costs differ for consignments sent abroad, but they will be displayed in the order overview before dispatch.

Do you also deliver abroad?

We deliver to all European countries. Please note: We cannot accept returns of goods that were delivered abroad.

Products

Are the products food-safe?

Yes, all products provided for use with food are guaranteed to be food-safe. On top of this, all such products are tested in independent laboratories. Discover more at: Certifications

At what temperatures can I bake?

Baking cases made of artificial parchment are heat-resistant up to 220°C, baking cases made of stable baking cardboard are so up to 200°C.

Where do I find baking recipes?

Recipes, decoration tips, and loads of applications for our products can be found in our blog.