Help & FAQ

On this site you will find answers to the most frequently asked questions. If you have any further question, please send us a message using our contact form.

New Features

How do I add a product to my Wishlist?

If you are logged in to your customer account, you can put your favorite products on the wish list. Simply click on the heart symbol on each item image.

What is the Chocolate-Finder?

The Chocolate-finder recommends you the type of chocolate that best suits to your taste, quickly and easily. Simply answer the questions in the Chocolate-Finder and we will give you exclusive chocolate recommendations.

What´s behind individualization?

On the buttom "Individualize" you can create your own individual gift set including a box of your favourite chocolates, a ribbon, a greeting card and a label. Your gift box will be packed by hand and shipped to you.

Regarding “Customize” you have following options:

Choose from 3 sizes of chocolate boxes - 12, 20 or 30 pieces.
Select your favourite pralines that you want in your praline box.
Optionally select an exclusive gift ribbon, greeting card and/or label.

Customize your chocolate box now

Shipment & Supply

How about the delivery time?

The goods will be shipped within 3–5 Working days after getting the payment confirmation. In case of purchase on account, the goods will be dispatched within 3-5 working days after getting the order confirmation.

Packaging and shipping costs

Shipping costs within Germany: 5,90 EUR
Shipping costs within Austria: 13,00 EUR
Shipping costs within Switzerland: 22,75 EUR

Delivery by express within Germany: 24,95 EUR.

All incoming orders from Monday to Thursday until 10:00 a.m., will be delivered on the next working day. All incoming orders after 10:00 a.m. will be delivered on the day after next working day - deliveries on Saturday are not possible. Orders placed before 10am on Friday will be delivered on Monday and orders placed after 10am on Friday through Sunday will be delivered on Tuesday. À LA CARTE PACKAGES are EXCLUDED from this conditions!

Order values up from 50,00 EUR, will be delivered free of charge within Germany.
If the value of the goods is less than 15.00 EUR, we charge a Minimum quantity surcharge of 5,00 EUR.

All mentioned prices includes VAT plus shipping costs.

Do you offer refrigerated transport?

You do not have to renounce of Lauensteiner truffles, pralines or chocolates during the summer season. With an extra charge amounting to 8,50 EUR (incl. postage within Germany) we will include two reusable cooling pads with your delivery. So you can enjoy delicious chocolate specialties from our manufactory even on hotter days when there is no standard shipping. You can select refrigerated shipping when placing your order.

Payment

What kind of payments are possible

You can choose between pay by credit card, direct debit, PayPal, purchase on account or instant transfer. If you order the first time, we will also deliver your order by direct debit via Klarna. From your second order, you can also order from us on purchase on account if you have set up a customer account.

Which credit cards are supported?

You can pay by Visa Card, Master Card or American Express Card.?

Overall

I have a customer account and want to purchase on account. Is that no longer possible?

Purchase on account is possible. With your first order you can choose to pay via Klarna.
Further orders can be purchase on account after creating a customer account.

How do I get access data for my customer account?

Placing your order, you have the option of setting up a customer account. Once you go to „Checkout“you will be asked how you want to proceed. Select „Register“, to choose a password for your customer account in the next order step. As soon as you have completed your order, you can log in to your customer account with your e-mail address and the password you have chosen.

Ordering

How does an online order work?

select your products
After you have added the desired products to the shopping basket, please click on "My Shopping basket" to make sure that all the products you have selected are included.

Shopping basket
There you will find a list of all selected products. A subtotal plus possible shipping costs and a possible small quantity surcharge result in the total amount that should have to be paid for your order. If you do not like some items or product features, you can delete or change it. Afterwards, you can choose to continue shopping or to finalize your order.

Delivery address/invoice address
The next step is to enter the address. If the delivery address differs from the invoice address, you can enter it as well. .

payment methods
Enter your desired payment methods here. As a new customer, you can chose for your first order following payments: PayPal, credit card (American Express, Visa and MasterCard), direct debit via Klarna, purchase on account by Klarna and direct debit. Following orders can be paid by PayPal, credit card (American Express, Visa and MasterCard), direct debit, purchase on account and instant transfer.

Gift Coupon
If you have an online voucher, you can enter your voucher code on payment methods. Once the code has been entered, the difference in the amount to be paid will be calculated and displayed on the confirmation page.

Confirmation via Internet
As soon as you have entered your payment method, you will get an overview of your order including product(s), price, delivery and payment conditions. You can change all the information again by clicking on "back". If you agree with your order, then click on "send order". Your order will be forwarded whilemaintaining data protection.

Email confirmation
After sending your official order, you will receive immediately an order confirmation. The invoice you will get by e-mail after receipt of payment.

Is there a minimum order value?

The minimum order value is 15,00 EUR.
For orders below this limit, we have to charge a small quantity surcharge of 5,00 EUR.

Send us your request!

Your question could not be answered? Feel free to send us an email using our contact form.

Alternatively, you can call us by phone on+49 (0) 9263 945-0 or contact uy by e-mail info@lauensteiner.de