Frequently Asked Questions

FAQ

Is your question not listed? Please feel free to contact us via the contact page, we are happy to help you.

Order & pay

Our chocolates and confectionery are freshly made and have a limited shelf life. This means that these products cannot simply be returned. For perishable goods and products specifically made for a customer, an exception to the statutory cooling-off period may apply.

Is there something wrong with your order, did you receive the wrong product, or did your order arrive damaged? Please contact us. We always look for a suitable solution. Your statutory rights in the event of an incorrectly or damaged delivered product naturally remain applicable.

Choose the product you wish to order and then select the desired weight. For several products, you can also
choose between our standard packaging and a luxurious gift wrapping.

Add your selection to the shopping cart and follow the steps to enter your details, delivery address, and payment. After the order is completed, you will automatically receive a confirmation by email.

Please contact us as soon as possible if you wish to change or cancel an order.

Because our products are specially prepared and packaged, we can only guarantee a change or cancellation if we have not yet started processing the order. Once production or packaging has begun, changes or cancellations may no longer be possible.

All products are prepared in small batches in our own patisserie. This way, we can carefully monitor each preparation and pay close attention to taste, texture, and finish.

There is no mass production. Each order is assembled and packaged by hand.

Shipping costs are calculated based on your location and the items in your order. You will always know the shipping costs before completing your purchase.

The available payment methods will be displayed during checkout. Choose the payment method that suits you best and follow the steps to securely complete your order.

An order will only be processed after successful receipt of payment.

No, you can place an order without creating an account first. Please fill in your contact, delivery, and payment details during checkout.

If it is possible to create an account, you can use it to easily find future orders and check out faster.

First, check your junk or spam folder. It may take a few minutes for the order confirmation to arrive.

If you still haven't received a confirmation after some time, please contact us and provide the name and email address you used to place the order. We will gladly check if your order has been successfully received by us.

Please contact us as soon as possible if there is an error in the delivery address.

As long as the order has not yet been shipped, we will try to adjust the address for you. Once a package has been handed over to the carrier, we can no longer guarantee a change.

Therefore, always carefully check the postcode, house number, and any additions before completing your order.

After placing your order, you will receive an order confirmation with an overview of your purchase.

Do you require a separate invoice for your administration or a business order? Please contact us and provide your order number and invoice details.

Delivery & shipping

As our products are handcrafted and made in small batches, we aim to prepare an order for shipment within 2–4 business days.

Once shipped, you will receive a confirmation with tracking information, if available. During busy periods, holidays, or for large orders, preparation may take a little longer.

The current shipping costs will be shown during checkout. The amount may depend on the destination, the size of the order, and the chosen shipping method.

You will always see the shipping costs before you finalize your order.

We are very sorry to hear that. Please contact us preferably within 24 hours of receipt and include the order number and clear photos of the shipping box, the packaging, and the damaged products.

We will then assess what happened and look for a suitable solution, such as replacing the damaged product or refunding the relevant amount. As the seller, we remain responsible for correct delivery to the customer.

Chocolate is sensitive to high temperatures. In exceptionally warm weather, we may decide to postpone dispatching an order slightly to best protect its quality.

If this affects the estimated shipping date, we will contact you. This way, we aim to prevent the products from melting or being damaged during transport wherever possible.

The products are standardly packaged in a transparent bag with our logo. This ensures that the colours, textures, and decorations of the confectionery remain clearly visible.

Depending on the product and the chosen weight, a luxurious magnetic box can be added as gift packaging. The available packaging options and any additional costs are listed on the product page.

Yes. For several products, you can opt for a luxury magnetic box. This ensures your order is presented stylishly and festively.

During checkout, enter the recipient's address as the delivery address. If the option for a personal message is offered, you can add it during the ordering process.

If you need the products by a specific date, you can contact us before placing your order.

We will try to take this into account during planning and shipping, but we cannot guarantee an exact delivery date. Final delivery also depends on the carrier and potential busy periods.

Therefore, please place orders for birthdays, holidays, weddings, and other occasions well in advance.

A package may be returned if the address is incorrect or incomplete, if delivery fails multiple times, or if the package is not collected from a pick-up point in time.

In such a case, please contact us. We will assess the condition and shelf life of the products and discuss possible solutions. Additional shipping costs may be charged for a new shipment.

Larger orders for parties, weddings, corporate gifts, or other special occasions are possible in consultation.

Please contact us in time with the desired products, quantities, and delivery date. We will then review the possibilities and, if necessary, prepare a customised proposal.

Products & Quality

Our products generally have a shelf life of several weeks. The exact shelf life varies per product, flavour, and production date.

The packaging always states the specific expiration date of the product received. For products with a shelf life of three months or less, the minimum expiration date is indicated with the day and month.

We consciously choose recognizable and high-quality ingredients, but do not make a general promise that every product is completely free of all additives. Some ingredients may be necessary to achieve the desired taste, texture or shelf life.

The complete ingredient list is stated per product, so you can always see what is in your chosen product.

Yes. Our marshmallows and fruit jellies are made with real fruit puree. For our nougat, we use real nuts, such as almonds, hazelnuts, and pistachios.

Depending on the variety, ingredients like honey, cranberry, or chocolate are added. The nougat is decorated on top with real nuts, giving each portion a handcrafted and luxurious appearance.

The ingredients and allergens present are listed on the product page and/or the packaging label. For online sales, allergen information must be available before purchase.

Do you have a food allergy or intolerance? Please contact us before ordering. We can then discuss the ingredients and the
conditions under which the product is prepared with you.

The allergens present are listed with each product. In our patisserie, we work with, among other things, various nuts, chocolate, and other ingredients that may contain allergens.

Although we work carefully, without fully separate production areas, we cannot rule out the presence of traces of other allergens in every product.

Do you have a severe food allergy? Please always contact us before ordering. We can then honestly assess whether a product is suitable for you.

Our patisserie processes different types of nuts. Therefore, without a separate, controlled production area, we cannot guarantee that other products are completely free of nut traces.

In case of a severe allergy, we therefore recommend contacting us before placing an order.

Store the products in a cool, dry, and dark place, away from direct sunlight, moisture, and strong odors.

The ideal storage method may vary per product. Always follow the storage advice on the label. Close an opened package carefully after use to best preserve taste and texture.

Our products are handmade and hand-finished. As a result, color, shape, distribution of ingredients, and decoration may vary slightly.

These small differences are characteristic of artisanal production and make each product unique. The product photos provide the most representative image of what you can expect.

You will receive at least the net weight you selected when ordering. As the products are hand-cut, the number of pieces per package may vary.

The shape and size of the pieces may vary slightly, but the chosen product weight remains leading. You will receive at least the net weight you selected when ordering. As the products are hand-cut, the number of pieces per package may vary.

The shape and size of the pieces may vary slightly, but the chosen product weight remains leading.

Are you not satisfied with a product, order or our service? Please contact us and state your order number and a clear description of the complaint.

If there is a problem with a received product, please also include some clear photos if possible. We will carefully process the complaint and look for a suitable solution.