FAQ
Do you have questions about productsthe customer service, about orders, to the payment options, to the shipping or the delivery?
Products
Yes, all Isabella products are made from high-quality raw materials that do not contain gluten. This means that we can rule out contamination during production. Furthermore, we also use no gluten-free wheat starch.
Our products are not only completely gluten-free, the majority are also vegan and some are lactose-, maize-, milk-, yeast- and sugar-free. sugar-free.
All ingredients are listed in detail next to the corresponding product. Our small symbols provide you with quick help, which already indicate in the product overview whether this product is vegan or lactose-free, for example.
The shelf life of a product depends on various factors. We have therefore indicated the individual minimum shelf life under the product overview in the online store
Optimal storage is guaranteed if the products are kept at room temperature and protected from light. However, it is even better store the products in a cool environment, such as the refrigerator. You can also freeze the products immediately after freeze them. This ensures that they remain delicious even after months of storage.
You can freeze the products in the original bag or in a freezer bag.
If you have frozen our products, you can store them in the freezer for at least 6 months.
We have put together some helpful tips for baking in our baking instructions. You can find these under baking instructions.pdf
Alternatively, we have included baking instructions for your ordered product in your package. These step-by-step instructions will help you create your perfect product.
It is best to defrost frozen products overnight in the fridge. If it has to be quicker, your product still needs at least 2 hours to defrost. to defrost. Once defrosted, your product can be further processed according to the baking instructions above.
Our cakes and cupcakes are small works of art and would not survive transportation undamaged. In addition, the cold chain cannot be maintained on the cold chain cannot be maintained.
Our Pâtisserie-products can be purchased directly at all our locations. We also offer some cakes in various sizes as whole cakes and can decorate them for you decorate them for you with individual lettering on a chocolate plate. Our colleagues on site look forward to your visit or call. For a cake order, however, we need a certain lead time. Our colleagues on site will be happy to advise you.
Due to our complex product development and production processes, it is not possible to offer a customized product, e.g. with modified ingredients. We are happy to help and advice with product selection.
Customer service & right of withdrawal
You can reach our customer service by e-mail onlineshop@isabella-patisserie.de or by telephone on 0203 608476 26 from Monday to Friday from 08:00 to 16:00.
The right of withdrawal does not apply to contracts for the delivery of goods that can spoil quickly or whose expiration date is quickly exceeded. As these are foodstuffs, the order is binding, i.e. an exchange is excluded.
Orders
Select one or more products and add them to your shopping cart. Then decide on a shipping method, enter your address and select your preferred payment method. payment method. You can find out which payment options you have here (link to point 8). Now complete the payment and your goods will soon be delivered to your home.
We ask for your understanding that telephone orders are not possible.
With a confirmed order, the order process and payment are already complete and your order goes into production. We cannot make any changes make any changes.
You are welcome to contact us by phone or e-mail and we will check whether it is still possible to cancel. It depends on whether the production and shipping shipping process for your order can still be stopped.
Our colleagues look forward to your visit at our locations. You can find the respective opening hours and contact details here.
We are constantly adapting our range depending on the season so that we can always offer our customers something new. In order to always be "up to up to date", we use the latest for our online store exclusively the Internet. Here you will find our available articles and, in addition to their illustrations, valuable further information, e.g. information on the ingredients and nutritional value tables.
Payment options and vouchers
We offer you a large selection of payment methods so that you can choose the ideal option for you.
- Klarna
- Invoice
- Instant bank transfer
- Installment purchase
- PayPal
- Giropay
- Credit card
As we want to get your ordered products to you as quickly as possible, we cannot offer payment by bank transfer.
You can also order vouchers in our online store. We offer two types of vouchers: the online voucher and the on-site voucher. Our online voucher can only be redeemed in the online store and is sent by email to any desired recipient email address. Our location voucher, on the other hand, can only be redeemed at the selected location and is sent as a voucher card by post to an individual delivery address. The location vouchers are of course also available at our available at our respective locations.
Due to the different billing formats, the respective voucher can only be used in the voucher variant ordered.
Simply enter your voucher code in the field provided in the shopping cart. If the voucher code does not work, please contact our customer service.
Packaging and shipping
We pack all our bread and rolls in a modified atmosphere: in this process, the normal air is first extracted from the product packaging in an aseptic environment and a so-called protective gas is filled in instead. This consists of components that are also found in normal air. This packaging method limits the spoilage of the product caused by microorganisms and the chemical processes they generate. This packaging process requires a high degree of precision and therefore guarantees you perfect quality.
- DHL Express shipping - Our recommendation to ensure that your order arrives as quickly as possible.
- The delivery time here is around 1-2 days.
- DHL
- The delivery time here is around 2-7 days.Standard shipping
Please note that Saturday and Sunday delivery is not possible with either shipping method.
Wir berechnen grundsätzlich eine Versandgebühr von € 5,90 für den Standardversand bei einer Zustellung innerhalb Deutschlands. Übersteigt Dein Einkauf einen Warenwert von 49,-– Euro, ist die Lieferung für Dich versandkostenfrei* (nur innerhalb DE).
Shipping by DHL Express within Germany always costs 18.90 euros
*applies only to standard shipping within Germany
Shipping abroad is possible. Please note that in some countries customs duties and import taxes are charged, which will be invoiced to you by the respective country. will charge you.
Due to the complex production processes and the cooperation with an independent parcel service provider, the request for delivery on a specific date cannot be met. cannot be met.
You have the option of entering an individual delivery address during the ordering process.
We are happy to send gifts to your friends or business partners in your name. For this purpose, we offer you our greeting cards, which we enclose in your name with the order. enclosed with your order. You can add this greeting card with your desired text to the shopping cart during the ordering process.
We ship orders daily from Monday to Friday. No orders are dispatched on Saturdays, Sundays or public holidays. As we produce our products fresh every day our bakery needs a certain lead time to process the orders. We have therefore defined time slots for incoming orders. Orders received before 12 noon can be processed the following day. Orders received after 12 noon will be handed over to DHL one day later.
Order times and the resulting shipping times are described under "How and when are Isabella's parcels shipped?". Therefore, if we receive an express order after 12 noon on a Thursday, it will not be dispatched until shipped on Mondays. An express order received between 12 noon on Friday and 12 noon on Monday will not be dispatched until Tuesday.
Delivery and collection
You will find your ordered products and a corresponding delivery bill in your parcel. We will also include baking instructions to go with your order so that you can bake and enjoy your delivered products straight away.
We will gladly send you on request an invoice to the e-mail address provided with your order.
Experience has shown that the average delivery time is two days. However, there is no guaranteed delivery time for standard DHL shipping, which means that shipping may take longer. may take longer than this.
Once your parcel has been dispatched, you will receive your personal DHL tracking number from us. You can use this at any time at www.dhl.de tocheck the status of your parcel and find out when your ordered Isabella productswill arrive.
Please contact our customer service.
We are not yet able to offer you this service. However, we are already working on a solution to be able to offer this in the future.
If there is something wrong with your order, please contact our customer service as soon as possible - we will find a solution together.