FAQ - Frequently Asked Questions

1. CUSTOMERS
  • 1.1 Can private customers buy?
  • Yes of course! Our main customers are end users.
  • 1.2 Can also restaurateurs to order?
  • Yes, restaurateurs also belong to our customer base.
  • 1.3 If passed customer data to third parties?
  • We do not share your personal information, including your home address and e-mail address on. Excluded from this are our service partners who require the transmission of data for order processing. Z..B. that with the supply shipping company, and that with the payment processing instructed bank. Here, the amount of transferred data is limited to the minimum necessary.
  • 1.4 If a billing and shipping addresses possible?
  • Yes, you have the option in the order process to provide a billing address and a delivery address. If you do not specify a delivery address where the package contains only a delivery note and the invoice will be sent via PDF document to the e-mail address of your billing address. Please inform for the delivery address that a packet arrives, to ensure the adoption package.
  • 1.5 Vouchers can be issued?
  • Yes, in the category "non-food products -> Certificates" you can order vouchers of 10 € to 250 €. Please refer also point 2 of Others.
  • 1.6 When ordering a credit exists, as will proceed with it?
  • You can set the value of the credit process an order, or we will refund the amount. Cash payments are not possible.
  • 1.7 How is my account protected?
  • We use for the customer accounts an AES-256 (Advanced Encryption Standard) encryption.
  • 1.8 If sensitive data such as bank details or credit card stored?
  • No, any banking information, credit cards, logins, etc. are not stored on our servers. The processing of these data takes place entirely on the server of the bank or external companies.
  • 2. PRODUCTS
  • 2.1 Which package the goods will be sent?
  • The menu item package you will find all information on the packaging.
  • 2.2 Why the delivered product packaging looks different than on the imaged photo?
  • When the quantity of products in our online store, it may happen that a manufacturer has modified its product packaging and, we have not yet re-photographed. The photo is but nachgepflegt to have all the pictures and the article text up to date. In food products, it often happens that the manufacturer changed the label or equal to the entire product packaging. So if you want to buy a particular product packaging, please contact us. Otherwise, the product name shall be binding even if the picture is different for us. For example, for wines with their different vintages, this is not uncommon. So it may be that small packages are sold out and we then bottle large package into smaller units. Here counts the Product.
  • 3. COUPON
  • 3.1 How are discounts and coupons handled?
  • Action vouchers to spend in the order process, as long as they are available. An existing credit will first be redeemed by the system before a new certificate can be entered.
  • 3.2 Can several vouchers be redeemed?
  • No, it can always be redeemed per order only one coupon / discount / discount or GOURMET STARS.
  • 3.3 What are GOURMET STARS and how are they used?
  • GOURMET STARS are treated as coupons. Please decide if you want to use the GOURMET STARS or a voucher. If you do not redeem a voucher and have at least one GOURMET STAR, they will be automatically redeemed for you. Our GOURMET STARS bonus program is explained under the menu item Gourmet Stars.
  • 3.4 Can I delete or change a redeemed coupon code?
  • Yes, a voucher can be deleted and changed in the order process at the point of payment.
  • 4. SETTLEMENT
  • 4.1 How long does it take to ship is?
  • This depends on the payment method. The menu item payment you will find a note about the earliest dispatch of the goods.
  • 4.2 Shipping days for fresh and frozen products?
  • The shipping days for fresh and frozen products are Monday to Thursday. Please understand that we can not ship over the weekends and holidays these products. The cold chain to be maintained would not be guaranteed. Please consider this when ordering, refrigerated and frozen products are each identified.
  • 4.3 Which transport companies the goods will be sent?
  • Is sent with DHL or UPS. The menu item shipping for more shipping information.
  • 4.4 What payment options are there?
  • The menu item payment you can find all information about payment options.
  • 4.5 If the customer data encrypted transfer?
  • Your data throughout the order process with an encryption of max. 256 bit encrypted (depending on the user's browser) your private information will be perfectly protected. To do this, even at the beginning of the address bar "https" and a padlock icon in the browser.
  • 4.6 How are complaints handled?
  • If you are not satisfied with a consignment or goods have been damaged during transport, please contact immediately our service team. We then jointly find a solution, such as a credit, a retransmission or exchange. Fresh products such as Truffles lose about 1-3% by weight per day. This is the nature of the product and is not a reason for complaint.
  • 4.7 What does shipping cost?
  • The menu item Shipping See all information about shipping methods and costs. You can view all shipping costs even prior to purchase in the shopping cart. The basket calculates the correct shipping costs due to the products and the destination country.
  • 4.8 Is there a free additional delivery?
  • Have you ordered a product which is not available in the short term, we do this as soon as possible and free of charge (postage free) innerhalt Germany after when this has a value of 20, - exceeds € once it is newly available. Of course, you also have the option to choose another article for the respective credit or to have the amount back transfer (for example, payment). Cash payments are not possible. Replacement issues in foreign countries are not replenished.
  • 4.9 Are preorders possible or useful?
  • In principle, pre-orders for celebrations, holidays are always useful. If you are planning a treat to talk to us and we make sure that the products will be delivered on time with you. This allows possible quality losses as Fresh goods are avoided. Our cooling systems are specifically designed for the particular commodity to a high quality to ensure. For the exact arrangement of the delivery date you enter in the order process in the "desire date" field your appointment or contact our Service Team.
  • 4.10 When should I order before holidays, so that the goods still arrive on time?
  • An intensive part time as Easter, Christmas and New Year can lead to shifts in the goods and our shipping partners. It delays up to 1-2 days are possible. We ask you therefore to take this into account when ordering.
  • 4.11 Addresses (in orders and invoices)
  • The addresses you enter in our webshop must be correct. This also applies to addresses that are transferred from your system to us. A possible change of the address is only possible before the dispatch and the billing. Once an order is shipped and / or an invoice is created, the address can not be changed. Pay attention to yourself or your employees to a correct address and company name.
  • 4.12 What is the handling of billing?
  • Once your order is shipped from us, the package is accompanied by an invoice. A copy of the invoice, as a PDF document, will be sent to you 3 days after invoicing by email on the email address stored by us. You can download your invoices as a PDF document at any time after logging in (ONLY regular customers, NO guest customers) under the menu item Orders.
  • 5. OTHERS
  • 5.1 What are the opening times?
  • Our online shop is open 24 hours a day, 365 days a year. Call You can Monday - Friday 9:00 to 17:00 at the following telephone - number reach: 02452-159 57 18th
  • 5.2 If a pickup of products possible?
  • No, a pickup is not possible. We ship our products only with transport service providers.
  • 5.3 Can I also bestow someone with an order?
  • Yes of course, you can also surprise friends, family and acquaintances. but please inform the receiver that a packet arrives to ensure the packet acceptance. Type in your order please check your address as the billing address and the recipient as a destination.
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