- Start
- FAQ Shop
The most important questions answered quickly
-
Can I edit my data by myself?
If you are logged in to your customer account, you can view and edit your address data there.
-
Can I learn more about my data? What about the right to data portability?
You can exercise your right to data portability (Art. 20 DS-GVO) by sending an email to our customer service at customerservice@sinoh.de.
-
How can I change my password or how can I renew my forgotten password?
Simply click on "Forgot your password?" in the header on the start page and enter the e-mail address you have entered in your customer account. We will send you an e-mail directly, which you can use to assign a new password. You can then change it according to your wishes.
-
How can I delete my customer account?
Please send us an informal e-mail with your request to customerservice@sinoh.de and we will immediately arrange for the deletion of your customer account.
Alternatively, you can delete your customer account yourself. Log in to your customer account and click on "Delete customer account".
-
How can I register?
To create your customer account, simply click on the "Register" link in the header, then click on the "Register" link in the login area and fill out the registration form. You can also conveniently create your customer account during your first order. In both cases you have to enter your e-mail address and a secret password. With these data you can log in to your customer account at any time in the future and have the possibility to view, check and edit your data.
-
Will I incur any costs if I register with Germanfoods?
Your GermanFoods membership is and remains free of charge.
-
Will my data be sold to third parties?
Of course, we treat all customer data as strictly confidential and do not pass it on to third parties.
-
How can I reach you?
You can reach our customer service at any time by emailing customerservice@sinoh.de or using our customer contact form.
-
Who is behind GermanFoods?
We are a young company that brings together the best from different areas: passion for pleasure and tradition, unique technology and the necessary logistics know-how to bring the goods safely to our customers. You can find out more at: www.sinoh.de.
-
Can I also order by phone?
Unfortunately, it is not yet possible to order by phone from GermanFoods. However, our customer service will be happy to help you if you have questions regarding the execution of an online order or a complaint.
-
Can I also order with mobile devices?
Of course, you can always order something from us from your smartphone or tablet. The website has been specially optimized for mobile devices.
-
Can I cancel my order if it has not yet been shipped?
Cancellations are possible at GermanFoods, as long as your order has not been shipped yet. In case of cancellation it is best to send us an email to: customerservice@sinoh.de. Please keep in mind that our customer service is available from 09.00 - 17.00 CET.
-
Can I change my delivery address for an already confirmed order?
Changes to the delivery address are possible at GermanFoods, as long as your order has not yet been shipped. In case of a change it is best to send us an email to: customerservice@sinoh.de. Please keep in mind that our customer service is available from 09.00 - 17.00 CET.
Express orders delivered by DHL Express can be redirected by yourself to another address within your country even after shipping. To do this, please use the link from DHL Express to their On Demand Delievery Service. -
Do I have to create a customer account to be able to shop?
No, you do not need a customer account to shop at GermanFoods. We also offer orders without registering a customer account. Just uncheck "Create new account" and follow the ordering process.
-
How can I be sure that my order has arrived correctly?
If you are unsure whether your order has arrived correctly and would like to check it, you can see this in the order confirmation sent by us by e-mail. If you have created a customer account, log in with your e-mail address and password and access "Your orders" via the "My account" section. If you have any questions, it is best to send us an email to: customerservice@sinoh.de. Please note that our customer service is available from 09.00 - 17.00 CET.
-
How can I order?
Ordering at GermanFoods is very simple: After you have placed the desired items in your shopping cart, you can place your order by clicking on the button "Proceed to order". For this we recommend to create a customer account. As a new customer, you can easily set up an account during the ordering process and you will be logged in automatically. If you already have a customer account, you can simply log in with your user data (e-mail address and password). After that you will be guided through the order process in three steps (address - payment method - confirmation) and can complete your order. We also offer orders without registration of a customer account. Just uncheck the box "Create new customer account".
-
How can I view my previous orders?
To view your previous orders, log in to www.germanfoods.shop with your email address and password. In the header under "Your Name" in the menu "My Account" you will find an overview under Orders where all your previous orders are listed.
-
How many pieces per item can I order?
The maximum number of items varies from item to item. In the detail page of the article you will see the quantity.
-
I have not received an order confirmation?
After successful order you will get an order confirmation by email automatically sent from our store. Many providers like Gmail, Yahoo, Hotmail identify these emails as advertisement or as "unknown sender". Therefore it happens very often that our emails end up in "SPAM".
-
Is there a maximum order value?
Basically there is no maximum order value at GermanFoods. The maximum amount that can be ordered depends on the selected payment provider.
-
Is there a minimum order value?
Basically there is no minimum order value at GermanFoods.
-
The spelling of my address details (street & house number) does not match the mask. What can I do?
In many countries, street names and house numbers are written in different order. Since we are located in Germany, the spelling of the registration mask is: one field for street and one field for house number. Customers from countries e.g. USA where the house number comes first then the street, please enter their address only under street and put a dot in the field house number.
-
What happens after I have completed my order?
After you have placed your order, you will receive an order confirmation by email, which contains your billing and shipping address, the expected delivery date and the selected payment method, in addition to the items you have selected. If you have any questions, please send us an email to: customerservice@sinoh.de. Please note that our customer service is available from 09.00 - 17.00 CET.
-
When will I receive my order?
With your order confirmation we will send you a delivery date. As soon as your order is ready for pickup by DHL, we will send you a shipping confirmation.
-
Why do I have to enter my mobile number when placing an order?
We want to offer you the best possible service for the delivery of your shipment. Therefore it is very important for our transport service providers to inform you in advance about the planned delivery. Since SMS is still the safest form of notification (emails are faked more and more often) DHL uses SMS for their On Demand Delievery service. In case there are problems with the delivery, the drivers can also reach you very quickly.
-
Can I book additional packaging (refrigerated packaging) myself?
When you select refrigerated products, refrigerated packaging is automatically added to your shopping cart. In the hot summer months you can also book the packaging yourself if you have selected temperature sensitive products such as chocolate.
-
Can I change my delivery address for an already confirmed order afterwards?
Changes of the delivery address are possible at GermanFoods, as long as your order has not been shipped yet. In case of a change it is best to send us an email to: customerservice@sinoh.de. Please keep in mind that our customer service is available from 09.00 - 17.00 CET.
Express orders delivered by DHL Express can be redirected by yourself to another address within your country even after shipping. To do this, please use the link from DHL Express to their On Demand Delievery Service. -
Can my shipping address be different from my billing address?
You are welcome to have your order delivered to an address that differs from your billing address, e.g. to your workplace. Simply select a different delivery address.
-
How are bottles shipped and why are there additional costs?
For the shipping of bottles, we use different certified bottle packaging. These ensure that the bottles arrive undamaged after the long transport with multiple sorting. When selecting bottle products, this additional packaging is automatically added to your shopping cart. The cooling time should be taken into account when choosing your shipping options.
-
How are refrigerated goods shipped and why are there additional charges?
For the shipment of refrigerated goods, we use various certified refrigerated packaging. These ensure that the products remain cool for 48-72 hours. When you select refrigerated products, this additional packaging is automatically added to your shopping cart. The cooling time should be taken into account when choosing your shipping options. You will only be offered Priority and Expedited as delivery options. We generally ship the goods only on Monday and Tuesday. This way we make sure that the shortest delivery time (in days) is guaranteed.
-
How can I be sure that my order has arrived correctly?
If you are unsure whether your order has arrived correctly and would like to check it, you can see this in the order confirmation sent by us by e-mail. If you have created an account, log in to www.germanfoods.shop with your email address and password and access your orders through the "My Account" section. If you have any questions, it is best to send an email to: customerservice@sinoh.de. Please note that our customer service is available from 09.00 - 17.00 CET.
-
How can I calculate the shipping costs?
To check your shipping costs, we have implemented a shipping calculator in the shopping cart and checkout. Please select your country and the shipping costs will be displayed.
More information will you find here:Shipping -
How can I track my order?
To check the delivery status of your order, go to the shipping confirmation you received by email. For each order you will receive a shipping confirmation including a link to track the shipment.
-
How long is the delivery time?
The delivery time consists of the processing time (max. 2 days) and the transport time. We offer 3 shipping options to most countries: Standard shipping, Expedited and Priority.
-
How long is the handling time
Our primary goal is to have your order ready to ship within 2 days. Due to various reasons, it may take longer at certain times. Since the promised delivery date is very important to us, we would switch to a faster shipping method for the case that it takes longer. There will be no additional costs for you.
-
What are the shipping costs?
Shipping costs are incurred for the transport of your order. Depending on the desired shipping option and weight of your order, these vary. In the order process under "Shipping and payment options" you will see the possible shipping options and the transport costs. In the shopping cart you will also find the possibility to calculate the shipping costs. To do this, use the shipping calculator.
-
What is a partial delivery?
It is important to us to ensure that the items you have ordered arrive as quickly as possible. If, in an exceptional case, an item cannot be delivered within two days, we may split your order into several partial deliveries. This way we can guarantee that you will receive the ordered items as soon as possible.
-
What shipping carriers will my package be shipped with?
We ship our items with our shipping partners DHL.
-
Which countries do you ship to?
We now ship to many countries around the world. In the shopping cart you will find a shipping calculator. There you will see all the countries to which we currently ship. Customers from the USA and Canada can order on GermanFoods.shop
If your country is not listed, please contact our customer service team. We will check if we can activate the country.
-
Who has to pay the customs duties and import taxes to third countries?
We take care of the complete import of the goods into a third country for you. We will take care of all fees and duties. Your order will be delivered directly to your door and you do not have to pay any fees.
-
Can I get an invoice in the name of my company?
You are welcome to register with us as a company. Then you will receive the invoice in the name of your company.
-
Do I receive a confirmation of the receipt of payment?
If you have selected PayPal or credit card as payment method, the order will be completed only by a successful payment transaction. Therefore, the payment confirmation will appear directly in the browser window.
-
How will the VAT be shown?
No VAT is charged on orders from third countries.
-
When and how do I get my invoice?
You will receive an invoice with your order. by e-mail, directly after your order has been completely shipped.
-
When will my credit card be charged?
With the payment process your credit card will be charged. We will have your order ready after 2 days at the latest and then deliver according to the shipping method you have chosen.
-
Where can I find the security code on my credit card?
You can find the three-digit security code on the back of your credit card.
-
Which payment methods are accepted?
You have the choice between the following payment methods: Paypal or credit card. Visa Card, Mastercard, Discover / Diners Club and Amex are accepted as credit cards.
-
Why was the credit card payment rejected?
If a payment by credit card is not possible, this can have different reasons. For example, general technical problems, input errors, card validity, lack of verification. In this case you can pay by Paypal.
-
Can I have a voucher paid out in cash?
Vouchers cannot be paid out in cash.
-
Can I offset my voucher against an existing order?
In principle, vouchers cannot be used retroactively. If you have forgotten to redeem a voucher, then simply use your voucher for your next order at Germanfoods.
-
How do I redeem my voucher?
If you have a voucher, you can enter the voucher code directly into the "Voucher code" field during the checkout process. The invoice amount of your order will then be immediately reduced by the value of your voucher in the browser window.
-
My voucher code does not work, what could be the reason?
If your voucher code does not work, this can have the following reasons:
1. the voucher has already been redeemed and the voucher code has been used up.
2. the voucher is bound to a minimum order value.
3. the voucher was issued for a specific customer account.
If your voucher code does not work for any other reason, our Customer Service (customerservice@sinoh.de) will be happy to help you.
-
How can I sign up for the newsletter?
If you don't want to miss any of our current promotions, you can sign up for our free newsletter. Simply enter your email address in the "Subscribe to Newsletter" section at the bottom of the page. You will receive an e-mail directly afterwards, in which you only have to confirm your newsletter registration.
-
How often do I receive the newsletter?
Our newsletter appears at irregular intervals, whenever there are news or special promotions, such as a sale, voucher promotions, etc..
-
What is the newsletter and what are the advantages?
Our newsletter informs you regularly about current promotions in our online store. If you sign up for our free newsletter, you will receive exclusive information about: brand new items, coupons and promotions, and SALE offers.
-
Why don't I receive a newsletter, although I have registered for it?
After your registration for our newsletter you will receive a confirmation e-mail with an activation link. The registration is only successful when you have clicked on this link. If you do not receive a confirmation e-mail, it may be because it has landed in your spam folder. If you still do not receive the newsletter, please contact our service team. You can reach us at any time by e-mail at customerservice@sinoh.de.
-
How can I complain about items?
If an item delivered by us is in any way out of order or has been taken by customs, the best way is to send us an email to: customerservice@sinoh.de. Please keep in mind that our customer service is available from 09.00 - 17.00 CET. We will then clarify the case with you and send you a credit on the way you have indicated as payment method.
-
The best before date has expired for my item. What do I have to do?
If you think the best before date has expired, please check that in Germany the date is written in a different way. As an example: October 9, 2020 is in GERMANY the 9.10.2020. However, if you have indeed received an item with expired best before date, please feel free to contact us via email at customerservice@sinoh.de. We will do our best to correct the error as soon as possible.
-
What do I do if I received wrong goods or a part of my order is missing?
If something is missing from your shipment, please check your online invoice first to see if all items are listed there or if there is a note that parts of the order will be sent in another shipment. If this is not the case or you have received the wrong item, please feel free to contact us by email at customerservice@sinoh.de. We will try to correct the error as soon as possible. Please take into account that our Customer Service is available from 09.00 - 17.00 CET.
-
What do I do if the goods arrived damaged?
We make every effort to deliver your goods as undamaged as possible. Unfortunately, it can still happen that something goes wrong and a package arrives damaged. Of course, in this case we will take care of the repair. What this looks like depends on the item. It may be that we deliver a new item or refund the price of the item.
For this we need your help: Please send us detailed information about the damage and meaningful photos of the defective item and shipping box.
The best way to do this is to send us an email to: customerservice@sinoh.de. Please take into account that our customer service is available from 09.00 - 17.00 CET. -
Which way do I get my money back?
The credit note will always be sent to you in the way you have indicated as payment method. If you pay by credit card, we will refund the amount to your credit card account. If you pay with PayPal, the amount will be credited to your PayPal account.
-
I do not receive an order or shipping confirmation by email.
After successful order or shipment you will get a confirmation email automatically sent from our store. Many providers like Gmail, Yahoo, Hotmail identify these emails as advertising or as "unknown sender". Therefore it happens very often that our emails end up in SPAM. Just add our email address to your address book and you will receive all emails.
