Hotline, E-Mail & Office Hours
Contact:
E-mail: team@shop.manner.com
Phone: 0043 1 480 29 74
The costs for your call depend on your provider.
Office hours:
Monday – Thursday: 9.00 a.m. to 4.00 p.m. CET
Friday: 9.00 a.m. to 12.00 noon CET
FAQ, Help & Support
Create a new customer account by clicking here.
Once you have completed the registration process a confirmation email will be sent to the email address provided. If you do not receive a confirmation of registration email please check your spam folder or contact our customer service.
Please ensure that you have stated the correct email address!
Your main advantages of having a customer account with AustrianSupermarket.com are:
- Overview of all previous orders including tracking
- Create and manage wish lists
- Manage your address book
- additions functions like "re-order" etc.
As "guest order" is an order for which a customer account has not been used.
You always have the option to place a guest order. However, you will need to enter your data every time you order, because your data will not be saved.
The general conditions of a customer account order do not differ from a guest order. However, the comfort is much higher. You will not have to enter your data a second time, can have a look at the status of your order, use the function "order again" or sign up to our newsletter, thus ensuring to benefit from our promos.
Please ensure that the provided email address is correct. This is of utmost importance, because all the communication is done using this email address.
"My Account" enables you to
- edit your data details
- manage your address book
- change your password
- redeem vouchers
- have an overview of all orders and products (including tracking)
- view your wish lists and product availability lists
The overview conveys information at one glance concerning
- billing address
- delivery address
- orders
- additional information
- products
Yes, you may change your password and your email address anytime in your customer account.
For changing your email address simply modify your personal data in your customer account. In case of further questions please do not hesitate to contact our customer service.
You may reset your password and create a new one anytime. There is a special function to manage this. Simply click on "log in" and then on the link "forgot your password?" and we will lead you through the necessary steps.
If this does not work please contact your customer service. We will create a new makeshift password for you to be used for your next login. However, for reasons of data protection we strongly advise to change this makeshift password into a new one only you will know.
1. delivery address:
Please note that once the order has been completed the address cannot be changed in your customer account anymore. If you would like to have it changed after having placed an order please contact our customer service. In case the parcel has not been dispatched already we can do that for you. If the parcel is already on its way please contact the parcel service chosen (eg Post, DPD).
2. billing address:
You may change your billing address anytime simply be modifying the data in your customer account. It's also possible for single orders while placing it.
Please note that once the order has been completed the address cannot be changed in your customer account anymore. If you would like to have it changed after having placed an order please contact our customer service.
Placing an order is really easy, and you can do it around the clock. We will lead you through the necessary steps, usually they are self-explaining and do need further explanation.
However, if you face some difficulty nonetheless here is some additional explanation:
Use our search or navigation tools to locate your desired products. You may search for a general term, the name or even our article number.
Once you have selected your products and quantity simply click on the "Add to Cart" button found on the product page.
When you have selected all the desired products, go to the top right-hand menu bar and click on "My Cart". Here you are able to modify the quantities of items added or delete them completely from the list. If you are satisfied with your selection of products you may proceed to checkout by pressing "proceed to checkout". If you are a registered customer, simply enter your login details. New customers are now able to easily create a customer account or proceed with a guest order by clicking on the option "checkout as guest".
This will finish step 1 (checkout method) of the checkout procedure. By pressing "continue" you will be lead to step 2 (billing information) and step 3 (shipping information), where the billing address and the delivery address are entered. These addresses are usually the same (if you click on "ship to this address", but they can differ to if you want it (eg for a surprise delivery).
Very important:
You need to click on the box with with our instruction concerning the treatment of your personal data according to the GDPR. You cannot proceed to enter your address without accepting this treatment first, for details please consult the link to the data protection section in detail.
Input fields with a red asterisk are obligatory, so they have to be completed if you want to place an order. The email address needs to be entered twice in order to make sure that it is definitively correct. Your telephone number (green asterisk) is not obligatory, yet recommended to be filled in. You may enter any kind of sign to proceed. Please note however that your telephone number helps us a lot to assist you in case of problems, eg with the delivery.
"Date of birth" is only necessary for orders with the payment option "invoice by Klarna".
After having entered the delivery address clicking on the "Continue" button again, which will lead you to step 4 "shipping method". Here you can choose among the parcel delivery companies available for your country. For deliveries to EU countries it's either Austrian Post oder FedEx, for deliveries to non-EU third countries only FedEx.
Press "continue" again and select your preferred method of payment (step 5 "Payment information"). The methods of payment available will be stated there, they depend on your country. Some are available for every country (eg credit card), some are restricted to certain countries (eg payment on invoice by Klarna). Enter the data required and follow the instructions. Some payment forms will lead you to other websites for entering the data (eg PayPal). It is important not to interrupt the procedure, because this could lead to payment errors and orders which will not be completed.
The final step 6 "order review" enables you to enter a special comment if needed (eg concerning date of dispatch). You need to click on the box to accept our General Terms and Conditions and to indicate that you have been informed about your right to withdraw from the contract. Check the summary and make sure that a discount (if available, eg Weltbund) has been deducted from the sum total already. In case it is not or you would like to add another item you may edit your shopping cart again. Afterwards click on the "place order" button and wait for the confirmation that your order had been registered.
You will receive an email with your order confirmation shortly afterwards. Please note that your order confirmation email might be handled as spam and end up in the spam folder of your email account. If you have not received your order confirmation please check your spam folder - especially if your e-mail-address is hosted by Google Gmail or Hotmail.
We are trying hard to keep an adequate stock of our products all the time.
However, sometimes it cannot be excluded that it proves necessary to replenish our stocks in order to execute your order, especially with regard to bigger quantities. Doing so might result in having to postpone the dispatch of your parcel a bit.
In case there are delays or delivery bottlenecks we will inform you of course, and if necessary we will always find a solution to suit you just fine.
You may check the status of your order through your customer account anytime. At any rate you will receive an email (confirmation of dispatch) as soon as your parcel has been handed over to the parcel service (even if you do not have a customer account).
As a rule parcels will be dispatched 1-2 working days (without Saturdays, Sundays, public holidays) after having placed your order. Dispatching means the parcel is handed over to the parcel service chosen, eg. Austrian Post or FedEx. It might take a bit longer if one of your products is not on stock anymore and needs to be re-ordered from the manufacturer or if your parcel contains chocolate and cannot be dispatched because of a heat wave (danger of melting chocolate). Of course you may always contact our customer service in this matter too.
The "surcharge for small quantities" is charged for orders with an order value (only the goods) of less than € 25.00.
By doing so we can dispense with a minimum order value, as many other online shops do. If there is such a minimum order value you cannot order less than that at all. However, wune would like to give you the choice to place even the smallest order if you want to.
The surcharge for small quantities will disappear automatically as soon as your order value (only the goods) will be € 25.00 or more.
The surcharge for small quantities is independent of the shipping costs. The shipping costs reflect those expenses we have to pay to parcel services like Austrian Post or FedEx to take over the transport of your parcel. A part of these expenses are passed on to you as shipping costs.
No, unfortunately not. An existing order cannot be changed afterwards, for technical reasons as well as data protection.
However, as long as the parcel has not been dispatched we can cancel the order again and refund the money. You may place another order afterwards.
In such a case please contact our customer service, preferably at your earliest convenience.
No, we are sorry that as a general rule it is not possible to take an order on the phone. We kindly ask you to place your order online.
As a general rule we do not include paper invoices to our parcels. The invoice will be sent by email only to the email address of the purchaser (not the recipient). Good for our environment and just perfect for a little surprise or gift to your beloved ones!
Exception / Please note:
Deliveries to non-EU third countries (eg. USA) require a paper invoice in order to allow for the customs proceedings at the country of destination. The paper invoice will be placed in a plastic pocket attached to the outside of the parcel.
No, we are afraid not. We do not feature greeting cards yet. However, some of our products already contain a message, for instance wafers with birthday greetings.
In general we accept the following payment methods. However, please that the actual payment methods available depend on your country.
- prepayment (cash in advance)
- PayPal
- credit card (Visa, Mastercard, American Express)
- Sofortüberweisung
- eps-transfer
- Amazon Pay
- Apple Pay
- Payment on invoice by Klarna
If you are a B2B customer and interested in payment on account please contact our customer service.
Prepayment allows you to easily transfer the payment to our bank account (to be effected within 7 days upon placing the order). Once the payment reaches our account the order will be processed and the parcel dispatched.
An order confirmation email is sent to the email address provided once an order is successfully completed. The email contains our banking details. Please ensure that the order number is entered in the "Reason for Payment" field, which helps us link the payment to your order. As soon as your money has arrived the order will be processed. Generally transfers take between 2 to 3 working days to reach our account.
Please use the following bank details for your transfer:
account holder: E-mazing Shops GmbH
bank: Sparkasse Neunkirchen (Zweigstelle Grünbach)
account number (IBAN): AT29 2024 1050 0005 9641
BIC: SPNGAT21XXX
You have the option of settling the payment by credit card. We accept VISA, Mastercard and American Express. When using a credit card to settle a payment the total order amount is immediately deducted from the credit card once the order is completed, even if the product should not be on stock at that point of time and will be dispatched a couple of days later.
Credit card details are not saved by our system and are transmitted in an encrypted format. The transaction is encrypted via SSL. SSL is the highest security standard available, ensuring a safe and secure shopping experience. Thus your order is completely safe with us.
3-D Secure is a system that provides additional security when it comes to online purchases, preventing the unauthorized use of your credit card. Our system uses Verified by Visa and the MasterCard SecureCode.
Once the credit card details have been entered into our system at checkout, a new window will appear requesting you enter your security code. The security code is authorized at the bank where the credit card is initially registered. The 3DS code is provided by the bank when you first receive the credit card. If the code is lost, it is advised that you contact your bank. The initial code can be modified at any time.
If you have not registered this feature it must first be activated. This can be done during the checkout process. Alternatively, the feature can be activated on the Visa or MasterCard websites.
Once the feature is set the security code is used for all online transactions. More and more online shops are opting for this feature in the interest of their customers.
If you would like to use PayPal for effecting a payment you need to register with PayPal first.
If you have chosen Paypal you will be directed to the Paypal website after the order is completed. There you need to enter your Paypal particulars and confirm the payment. The payment will be transferred to our account immediately ant thus your order is ready for further processing.
Payments are deducted from the Paypal account immediately, even if the product ordered should not be on stock at that particular time and will have to be dispatched at a later point of time.
By using eps you pay within the well known and secure environment of your online-banking and do not have to transmit any personal data to the web-shop.
What is the eps-transfer?
eps-transfer is the smart and secure online-payment-method of the Austrian banks for shopping on the internet via your trusted online-banking.
The payment takes place in the highly secure and trusted online-banking of your eps bank, thus providing the customers with the simple and yet secure payment method for shopping on the world wide web.
How does eps work?
By clicking the button for using the payment-method "eps" you will be redirected to the central bank-selection. After choosing your bank you will be connected to your online-banking where you approve the payment (using a TAN or digital signature). Immediately after that the amount will be processed and transferred to ours account. You will receive an electronic order confirmation.
Your advantages as a user:
- Highest security standards & protection of your data (your data will not be transferred to third parties of any kind).
- Use your regular online banking system you are acquainted with. Simple and convenient.
- No additional registration or further input of access-codes is necessary. Simply use your usual online banking system (always on condition that your bank offers eps-transfer as a payment method).
- No additional costs.
Please note:
The purchase price will be debited from your account when effecting the eps transfer (even if the goods might not be on stock immediately).
Payment on invoice is a payment method effected by our partner Klarna. You do not have to state your bank account details and will pay after having received your parcel.
The most important things in a nutshell:
- All questions regarding your payment are to be directed to Klarna directly: klarna.com oder on the phone 0720 88 3811 (Austria) or 0221 669 501 10 (Germany).
- Payment on invoice by Klarna is currently only available for customers with a residence in Austria or Germany.
- Delivery address must be the same as the billing address.
- Payment deadline: 14 days upon dispatch of your parcel.
- You receive your invoice directly from Klarna and only from Klarna.
- Transfer the money directly to Klarna's bank account.
- Important! Be very careful to state the correct reference for your payment. If incorrect the payment cannot be matched to your order.
- Never ignore a reminder notice you receive from Klarna and never deduct reminder fees yourself without consulting Klarna first!
Further general information:
When using payment on invoice with Klarna the billing address and the delivery address need to be the same (anti-fraud measure). We kindly ask for your understanding.
You will receive the goods ordered before having to pay, because the payment is due within 14 days upon dispatch of the parcel. Therefore you will have received the parcel way before the payment is due. If you have not received it please contact our customer service. We can help you to take care that Klarna will not send a reminder (and charge fees) for products that have been stuck during transport. For further information please check Klarna's general terms of business. We do not charge an extra fee for your payment on invoice.
Klarna will check and evaluate your data entered before taking over to execute the payment procedure. Your personal data will be treated according to Klarna's data protection regulations. For further information please consult Klarna on www.klarna.at.
We have neither influence on whether Klarna will take over executing the payment procedure for your order. If they refuse to do so we cannot provide any kind of information, because for reasons of protection of your personal data we do not have any kind of insight.
Further information concerning the procedure:
You will be notified by Klarna in case you have placed an order with us and chosen "invoice by Klarna" as your payment method. In this case the handling of the payment will be effected by Klarna. For this reason you receive your invoice from Klarna, and Klarna is where you have to transfer the money to. If you transfer the money to a different account (eg to that of E-mazing Shops GmbH) your account with Klarna will not be settled, which will lead to a default action and reminder fees eventually.
We recommend to check your account a couple of days after having transferred the money. In case your transfer cannot be matched to an existing account with Klarna (eg because of a missing or incorrect payment reference number) the money will be remitted to your account again. If this happens your account is still open and you need to repeat the transaction.
If you have chosen the payment method "invoice by Klarna" Klarna has the right to collect outstanding payments, which includes charging reminder fees. If you think that there has been a mistake please contact Klarna directly using klarna.com or on the phone 0720 88 3811 (Austria) or 0221 669 501 10 (Germany) or use the Klarna app to administer your payments there.
Klarna is the owner of the account. For this reason and because of data protection we do not have an influence on this procedure which is completely up to Klarna. This is why you need to contact Klarna directly, not us.
Do not ignore reminders by Klarna and do not transfer money without a reminder fee once charged, for both will lead to additional costs if not clarified with Klarna beforehand.
Amazon Pay makes your shopping experience on our website more convenient by using information already stored in your Amazon account.
Simply log in using your Amazon account details and select the payment method and shipping information already saved in your account. Thus you are able to settle the payment via our website without having to enter your shipping information or preferred payment method. Amazon Pay is a safe and easy-to-use feature that accelerates the payment process.
You will receive an email from Amazon Pay confirming that the payment has been authorized. The order confirmation and invoice are sent to you by us (E-mazing Shops GmbH).
Using Amazon Pay is free of charge, there will be no additional charges. Please note that even when using Amazon Pay our (E-mazing Shops GmbH) General Terms and Conditions will apply nonetheless.
When using Amazon Pay you do not need to disclose your payment information to anybody else (third-parties). Also we (E-mazing Shops GmbH) do not have an insight on your personal data at Amazon, this information is not available to us.
When you’re making purchases on the web in Safari on your iPhone, iPad or Mac, you can use Apple Pay without having to create an account, enter card details or fill out lengthy forms.
When you make a purchase, Apple Pay uses a device-specific number and unique transaction code. So your card number is never stored on your device or on Apple servers, and when you pay, your card numbers are never shared by Apple with merchants.
Apple Pay works with Face ID or Touch ID to deliver two-factor authentication. Which means you don’t need to verify payments through codes, secret questions or passwords.
When you pay with a bank card, Apple Pay doesn’t keep transaction information that can be tied back to you.
Please note the information on the compatible devices.
By using Sofortüberweisung (a service effected by Klarna) you pay within the well known and secure environment of your online-banking and do not have to transmit any personal data to the web-shop.
How does it work?
By clicking the button for using the payment-method "Sofortüberweisung" you will be redirected to a transfer form that has already been filled in for you.
Check the contents of this form, choose your country and the bank you would like to effect the payment. You will be connected to your online-banking where you approve the payment (using a TAN or digital signature).
Immediately after that the amount will be processed and transferred to ours account. You will receive an electronic order confirmation.
Please note:
The purchase price will be debited from your account when effecting the eps transfer (even if the goods might not be on stock immediately).
1. Austria:
If the value of goods ordered is € 59.00 or more (incl. Value Added Tax/VAT) deliveries within Austria will be free of charge as long as the total weight of the consignment does not exceed 10 kg. The total weight includes not only the net weight of the product, but also the packing material of the goods and the filling and packing material for shipping it as a parcel.
If this total weight exceeds 10 kg, shipping cost of € 5.90 (incl. VAT) will be charged for 10 kg of total weight respectively. This applies even if the value of goods is more than € 59.00.
2. International deliveries:
2.1. Deliveries within the European Union (EU):
For EU deliveries it depends whether you have chosen Austrian Post or FedEx. For Austrian Post the System as stated above (section 1) will generally apply, except for the following differences:
2.1.1. Deliveries to Germany
If the value of goods order is € 99.00 or more (incl. Value Added Tax/VAT) the deliveries to Germany will be free of charge as long as the total weight of the consignment will not exceed 10 kg. The total weight includes not only the net weight of the product, but also the packing material of the goods and the filling and packing material for shipping it as a parcel. If this total weight exceeds 10 kg, shipping cost of € 7.90 (incl. VAT) will be charged for 10 kg of total weight respectively. This applies even if the value of goods is more than € 99.00.
2.1.2. deliveries to Italy, France, Netherlands, Spain
If the value of goods order is € 99.00 or more (incl. Value Added Tax/VAT) the deliveries to these countries will be free of charge as long as the total weight of the consignment will not exceed 10 kg. The total weight includes not only the net weight of the product, but also the packing material of the goods and the filling and packing material for shipping it as a parcel. If this total weight exceeds 10 kg, shipping cost of € 9.90 (incl. VAT) will be charged for 10 kg of total weight respectively. This applies even if the value of goods is more than € 99.00.
Deliveries with FedEx will be charged differently. Apart from the total weight the shipping costs also depend on the volume of the goods. Therefore this shipping costs charged for FedEx are usually different from those for Austrian Post. The shipping costs will be displayed when placing your order.
2.1.3. deliveries to all other EU countries
If the value of goods order is € 129.00 or more (incl. Value Added Tax/VAT) the deliveries to all remaining EU countries will be free of charge as long as the total weight of the consignment will not exceed 10 kg. The total weight includes not only the net weight of the product, but also the packing material of the goods and the filling and packing material for shipping it as a parcel. If this total weight exceeds 10 kg, shipping cost of € 12.90 (incl. VAT) will be charged for 10 kg of total weight respectively. This applies even if the value of goods is more than € 129.00.
Deliveries with FedEx will be charged differently. Apart from the total weight the shipping costs also depend on the volume of the goods. Therefore this shipping costs charged for FedEx are usually different from those for Austrian Post. The shipping costs will be displayed when placing your order.
2.2. Deliveries to third-countries (non-EU countries):
For deliveries to non-EU countries we cooperate with the parcel service FedEx.
The shipping costs will be displayed when placing your order. Please keep in mind that deliveries to third-countries might imply customs duties and import taxes. These duties are not included in our prices respectively the shipping costs. They are to be borne by the recipient of the parcel.
The regular duration of shipping within Austria is approximately 2-4 working days (without Saturdays, Sundays, public holidays). However, please consider the exceptions as stated below.
We usually dispatch the order (= handover to the parcel service) on on first working day after the order has been placed (for orders based on prepayment first working day after receipt of payment).
After handover the regular duration of the delivery depends on the parcel service chosen. It's 1 working day for DPD and 1-2 working days for Austrian Post, always on condition that the delivery can take place in an unhindered manner.
International deliveries (delivery address not in Austria) will usually take up between 2-3 working days (Germany) and 7-8 working days (non-EU third countries).
Regarding deliveries to non-EU countries please consider that the local customs proceedings might result in additional time needed, thus extending the duration of delivery.
Exceptions to the general duration of delivery
As an exception to the general rule special cases might result in a duration of delivery longer than stated above. This includes goods which are currently not on stock and need to be re-ordered from the manufacturer.
Moreover delays might occur at the parcel service during transport, eg because of seasonal peaks of the general parcel volume (especially before Christmas and Easter), extraordinary circumstances (eg COVID-19) or further hindrances to a swift delivery (eg incomplete oder incorrect delivery address).
For deliveries to an Austrian address we offer parcel delivery with Austrian Post or DPD.
If the destination is a EU country you may choose between Austrian Post and FedEx. Austrian Post cooperates with local partners in the country of destination. This local partner is either the local National Post or a private company. For deliveries to Germany Austrian Post cooperates with DHL.
For countries outside the European Union we deliver with FedEx. Usually FedEx will deploy their own staff, though sometimes the delivery is effected by their subsidiary TNT.
No, unfortunately not. The goods cannot be cooled during the transport.
For this reason please consider the temperature in the country of destination, especially if you would like to order chocolate. We are not liable for chocolate melted because of exceeding temperature at the country of destination.
However, the dispatch temperature in Vienna/Austria will be considered automatically. If it is too hot in our country we will withhold parcels containing chocolate until the temperature allows to do dispatch them safely. Such periods (heat waves) will be stated clearly on our website.
Only parcels containing chocolate will be affected by such dispatch stops because of high temperatures (wafers do not count as chocolate, they are less sensitive to heat). All the other parcels will be dispatched and shipped as usually.
The parcels containing chocolate will be dispatched automatically as soon as the outdoor temperature will allow for safe shipping again. This is the case as soon as the temperature will not exceed approximately 25-26 °C. In case of doubt please contact our customer service.
FedEx (our partner for international deliveries) does offer a "Priority" delivery too, you can choose this option when placing your order.
For Austrian Post (deliveries to Austria, EU) and DPD (deliveries to Austria) there is no such option.
So it depends on the country of destination and whether FedEx is a delivery option available for this country. Please note that FedEx "Priority" will only affect the duration of the transport itself. Our handling time (duration from order to handover of the parcel to FedEx) remains unchanged.
1. delivery on a pallet:
Yes, if necessary we do deliver on a pallet too. The pre-condition is that the (Euro)pallet can be put down by the carrier at the recipient's address without the need to wait for the pallet to be discharged.
Such a delivery on a pallet can be effected for Austria and for international destinations. The shipping costs will depend on the weight/volume of the goods and the delivery address. We will submit a binding quote concerning the costs of the delivery before you have to place an order.
2. Pickup at our premises in Vienna:
Picking up the consignment at our premises in Vienna/Austria is not the rule, but possible for B2B customers (not for private customers) if previously agreed upon (especially when it comes to bulky goods to be delivered on a pallet). If you are interested in this variant please contact our customer service.
In case the pickup at our premises has been agreed upon here is how to find us:
E-mazing Shops GmbH
Perfektastraße 73a/Stiege D/Top D2
1230 Wien (Austria)
T: 0043 1 480 29 74
business hours:
Monday to Thursday: 09:00 a.m. to 05.00 p.m. CET
Friday: 09:00 a.m. to 02.00 p.m. CET
We are currently delivering to approximately 95 countries around the world. The parcel service(s) available for your country (in general Austrian Post, FedEx and DPD) will be stated automatically once you have entered the destination of the parcel.
Deliveries to non EU-countries (which are carried out by FedEx) might lead to customs duties or other import taxes charged by the local customs authorities. These duties and taxes are to be borne by the recipient and not included in our prices. The customs duties will be collected by the parcel delivery company (FedEx) and forwarded to the customs authorities afterwards. Without paying the customs duties the parcel will not be handed over to you. Depending on the country of destination the parcel will have to be destroyed or sent back to Vienna. There will be no refund for an order which could not be delivered because of the refusal to bear the customs duties/import taxes as agreed upon when placing an order with us.
Regarding deliveries to non-EU countries please consider that the local customs proceedings might result in additional time needed, thus extending the duration of delivery.
Some non-EU countries have imposed import restrictions on particular products, especially with regard to products containing alcohol. In case your country is affected and you have such products in your shopping basket you will receive a comment that such a delivery will not be possible. The goods in question will be marked and need to be removed from your shopping basket (only one click). Afterwards the shipping will be clear again.
The transport of the goods is not cooled. For this reason we are not liable for chocolate melted because of exceeding temperature at the country of destination.
However, the dispatch temperature in Vienna/Austria will be considered automatically. If it is too hot in our country we will withhold parcels containing heat-sensitive products (especially chocolate) until the temperature allows to do dispatch them safely. Such periods (heat waves) will be stated clearly on our website. Nonetheless please consider the temperature in the country of destination carefully, especially if you would like to order chocolate. If the outdoor temperature in the country of destination is likely to exceed approximately 25°C and you are not willing to take the risk (because we are not to be held responsible for melted chocolate) please desist from placing an order.
You may track your parcel online. You will receive an email (confirmation of dispatch) containing a tracking link as soon as we have handed over your parcel to the parcel service. This tracking link will provide insight into the current status of your parcel, from handover until delivery. Depending on the parcel service chosen the parcel status might be updated a day after handover.
If you have not received your confirmation of order respectively your tracking link it might have ended up in the spam folder of your email account. Please have a look there too. Alternatively you will find the tracking link in your customer account too, linked to the specific order.
In case your parcel seems to be stuck for quite some time or might even have been lost during the transport please contact our customer service.
For general rules applicable please check question "How much is the shipping cost?".
The total weight is calculated automatically. It contains the net weight of the goods + packaging of the goods + filling and packing material for the parcel. So there might be a considerable difference between the net weight of the goods (as stated on our website) and the total weight, especially if a heavy form of package is involved.
If the total weight exceeds 10 kg shipping costs will be charged regardless of the order value.
We cannot ensure the parcel to arrive at a specific time of the day (no time slots), because the delivery route is completely up to the parcel service.
Your options depend on the delivery company chosen. Some offer means to dispose of your parcel, others do not. However, normally it is not possible to determine a specific time slot. In practice parcels will be deposited with a neighbor or a parcel shop (if available). You may also instruct the parcel delivery company to deposit the parcel with a specific neighbor or send it to your office address. Depositing the parcel at a generally accessible area (eg in front of the door, in the hallway) usually requires your special permission (to be granted to the parcel service). Please note that in this case the risk of loss/disappearance is to be borne by the recipient.
6. Problems with your order?
If you have reason to complain please contact our customer service.
At any rate we will need pictures of the damage and a detailed description of what/how much was damaged exactly.
We are sorry, but we cannot be held responsible for melted chocolate, because the transport is not cooled.
If it is too hot at our place parcels containing chocolate will not be dispatched. However, we cannot consider the temperature at the country of destination too, for this is up to the customer placing the order. For this very reason we cannot be held responsible for chocolate melted at the country of destination. This applies to other products sensitive to temperature too.
As a result of temperature variations a kind of "gray fog" might appear on the surface of the chocolate, especially in summer. This color stems from cocoa butter, which forms a thin layer on the surface when temperature is changing rapidly. This gray fog does not impair the quality of the chocolate and is thus no reason for worries or to register a complaint.
For more details please have a look at our General Terms & Conditions.
Please use your tracking link to check the progress of the delivery. The tracking link will connect you to the parcel service chosen (eg Austrian Post, FedEx) and will provide up-to-date information on the current status of your parcel.
Using the tracking link will enable you to check your parcel number, the current progress and the expected time of arrival. Depending on the parcel service you may also use it to dispose of your parcel.
You will find your tracking link in your order (order confirmation) and your customer account.
In case the parcel seems to be stuck for some time or might even be lost please contact our customer service.
1. return because of right to withdraw from contract
This right does only apply for customers with a residence in a EU member state. Moreover it is restricted to a certain kind of goods (eg goods need to be in original packing, no perishable goods).
You have the right to withdraw from the purchase contract within 14 days upon arrival of the parcel. You do not need a specific reason to withdraw.
In order to execute this right you may use our form sheet or send us an adequate statement to E-mazing Shops GmbH, Ungargasse 53/16, 1030 Wien, Österreich, Tel. + 43 1 480 29 74, email: team@shop.manner.com.
If you withdraw from the contract we will refund all your payments including shipping cost (for regular shipping, not Priority). For this refund we will use the same method of payment that you have chosen for the order. The refund will be effected as soon as the goods have arrived safe and sound at our premises in Vienna.
Attention: The costs of sending back the parcel are to be borne by the customer. In any other case the return delivery will not be accepted at our premises and will be returned to your address.
For details concerning the right to withdraw please consult our General Terms of Business.
2. return deliveries because of a justified complaint
If you would like to register a complaint please contact our customer service first in order to agree on the further procedure. Depending on the case we might send you a return label to return the parcel free of cost. However, we strive to avoid unnecessary transports. Therefore we will tend to find an alternative solution (eg a refund or a subsequent parcel) for our international customers.
Attention: Do not send back parcels without contacting us first. Unannounced return delivery will not be accepted at our premises and will be returned to your address.
If you need to return a parcel please consider the following:
Be sure you get a proof of dispatch for the return parcel and keep it until you have received your refund.
The goods need to be in their original packing (no teared-up packing). Please pack them carefully in order to make sure they will not be damaged on the way back.
The costs for returning the parcel are to be borne by the customer. In any other case the parcel will not be accepted at our premises.
You will get your money back as soon as the returned goods have arrived in a safe and sound condition. The refund will be effected with the payment method you have used for the order.
For further questions please contact our customer service.
8. Information on our products
With manner.shop.com you can indulge in the taste of Vienna, no matter where you live. We deliver our high quality brand-name products to approximately 95 countries all around the world, with reasonable shipping costs you can easily afford. Our products will be securely packaged and delivered within Austria as well as internationally.
The iconic Manner sweets are produced in Austria according to original recipes and with all the special care a family tradition of more than 130 years demands.
Personalized merchandising & promotion articles based on Manner products will be of special interest for our business customers. For further details please check section 11 "personalized products".
Also, we will gladly receive your suggestions or proposals concerning your favorite product. Please feel free to get in touch with us. Every kind of feedback is highly appreciated, for it will enable us to improve even further.
You already know exactly what you are looking for? Then simply enter the product name in the search field and all matching products will be stated.
Products can also be found by searching via categories, filters and prices. Even entering our article number is possible in case you happen to know (eg because of a previous order).
You have not found what you were looking for? Here is some advice:
- Check the spelling of the search term.
- Try searching with a similar term.
- Try a simpler search term.
In doubt please do not hesitate to contact our customer service.
We do our best to ensure that the images and pictures on our website are up-to-date. However, in single cases it might happen that the image an our website will not be up-to-date anymore. In this case we kindly ask you for your understanding.
Informing us about such a deviation you might come across is highly welcome, even if you do not mind about it.
Please note that the product colors displayed on the screen may vary from the original product color, depending on the settings of the device you use.
For Information on the ingredients please check the product details of the article you are interested in.
If the detailed contents and ingredients are of special importance to you (eg because of an allergy or your strictly vegan diet) and you do not know the product yet we strongly recommend to contact the manufacturer of this product (Manner) directly. The manufacturer will be in a position to provide up-to-date and detailed information on the product you are interested in. If necessary you are welcome to ask our customer service to get the contact data of the manufacturer.
You will find information on the shelf life for many products if you check the product details. These are average data which may slightly differ from the shelf life of the goods you receive.
Some products come with quite a short shelf life. This is not old stuff, but a quality feature. These manufacturers have decided to dispense with (or reduce) the usual preservatives in order to focus on the freshness of the product. We point out a particularly short shelf life in the product description. Please have a look, especially if you do not know the product yet and would like to have it delivered to non-EU countries (longer duration of delivery).
In doubt please contact our customer service.
Some general information on the shelf life:
With an expiry date/best-before date (in German: Mindesthaltbarkeitsdatum) the manufacturer guarantees that the product, if properly stored, will retain its full fitness for human consumption at least until that date.
In general, exceeding this date does not mean that a food is no longer fit for human consumption. This means that a food will usually keep longer than the best-before date indicates. How much longer, however, is difficult to predict in advance; it depends on the product and also on the storage of the product up to this point in time.
If there is nothing unusual in a sensory test (texture, appearance, smell) and the duration of the excess is short there is no reason not to consume the product.
9. Promotions & vouchers
Our current offers are listed on our website www.shop.manner.com.
Please keep in mind: The offers and promotions displayed on our website are only valid for a limited period of time.
For updates on special offers, discounts and promotions we recommend to subscribe to our newsletter.
Newsletter Subscription
Subscribe to (or unsubscribe from) our Newsletter in your customer account. In order to do so, you are required to register as a customer at our shop. Alternatively you may also subscribe to our newsletter while placing a guest order (there is a box to be clicked on at the checkout).
By subscribing to our Newsletter you will receive regular updates on special offers, discounts and new products. The best way to keep up-to-date!
Unsubscribing from our Newsletter
To unsubscribe from our Newsletter simply log into your customer account and uncheck the Newsletter box there.
10. Resellers & B2B customers
As opposed to a lot of suppliers you do not have to order complete shipping units with us. It is up to you how much you would like to order. However, you can rely on us handling bigger transports (e.g. pallets, containers to Asia) as well.
We stand for processing your order in a fast and reliable way, featuring delivery to approximately 95 countries all around the world. We gladly submit tailor-made offers at a preferential price for regular customers in the branches of catering, food service, gastronomy and retail. Interested? Just send us an e-mail with your contact data to team@shop.manner.com.
Can I place company orders too?
Yes, you can also place an order as a company.
Is payment on open account for companies possible?
Yes, but this is only a general option for companies situated in Austria or Germany and needs to be approved of und cleared us in advance. In order to to so you need to create a customer account first and contact our customer service afterwards. Our customer service will decide whether payment on open account will be cleared for your company.
Are there special B2B prices?
We do offer a program for resellers, which will be effective for regular orders with a minimum order value (only the goods without shipping) of € 300 per order. As a general rule there are no special prices for one-time orders. If you are interested in the detailed terms of our reseller program please contact our customer service.
Is there a discount for resellers?
We do offer a program for resellers, which will be effective for regular orders with a minimum order value (only the goods without shipping) of € 300 per order. If you are interested in the detailed terms of our reseller program please contact our customer service.
I'm looking for a gift (give away) for our customers/employees/for an event.
We offer a broad assortment of products and formats, tailor-made for your requirements and budget. You will find the most popular products here, and generally speaking we can personalize almost any product. For details please have a look at section no. 11 "personalized products".
Is it possible to brand your products?
Yes, it is. Personalized promotion products based on Manner sweets are the perfect carriers for your message. Whether for business clients, as a give-away for trade fairs and events or a personal courtesy for your employees.
Can the delivery address differ from the billing address?
Yes, a different delivery address is possible. You may enter it as a delivery address in your customer account (even more than one, if needed) or during the checkout of your guest order. However, as an exception please note that in case you would like to choose the payment method "Payment on invoice by Klarna" the delivery address has to be the same as the billing address.
Do you offer deliveries on a pallet?
Yes, we do. The standard shipping method is to use parcels to be handed over to a parcel service. However, if necessary (because of the weight and/or volume of the consignment) we will use a carrier instead. If the consignment is to be delivered on a pallet it is important that there is some rain-proof and ground-level space for the carrier to unload and put down the pallet without having to wait for the recipient to unpack the contents (eg a warehouse).
Can we pick up the consignment at your premises too?
Picking up the parcel yourself is not the rule, but we do make exceptions for B2B customers if agreed upon beforehand. If you are interested in this option please contact our customer service.
We need a time slot for the delivery. What to do?
Dispatching an order with a standard parcel does not include the right to choose a certain time slot in advance. This is because the delivery route is completely up to the parcel service (eg FedEx), we do not have an influence on it. In case the parcel driver should arrive out of office hours there is usually another try on the following working day, alternatively a notification that the consignment will be deposited at a parcel shop nearby (depending on the parcel service).
11. Personalized products
PERSONALIZED MERCHANDISING PRODUCTS
The tailor-made carton coat wrapped around the product will highlight your company in a very prominent way when handing over the product. All the same the very likeable original underneath will stay perceptible and boost the message of your own brand.
A broad assortment of products and formats allows us to be highly individual and to find a tailor-made solution to suit your occasion and budget.
These personalized XL 8 pcs. gift packages (8 x 75g) will enable you to convey your personal message:
The personalization will be effected by a combination of an individual name (only first names and nicknames) and the background chosen.
IMPORTANT: Only the wrapper (carton sleeve) around the gift package is personalized as described (name and background). The wafers inside (8 pieces of Manner wafers 75g each) will carry the standard design of Manner, so these are not personalized.
The "Meine Schnitte" campaign is available only for first names and nicknames and combinations thereof.
Consequently especially (but not exclusively) the following kinds of denominations are not allowed:
If a first name or nickname is not part of the list of available names you may inquire for your favorite name to be included by sending an email. This procedure will usually take 1-2 working days (without Saturdays, Sundays, bank holidays), the decision will be taken in accordance with the guidelines as stated above.
We reserve the right to reject or revoke an inquired name, even without stating upon wich grounds this decision was taken. There is no legal claim or entitlement whatsoever to be granted a certain name.
It might also be necessary to reject a name because of technical reasons (eg. if a certain sign cannot be printed). In order to avoid this here is some general advice we kindly ask you to take into consideration:
IMPORTANT: Only the wrapper (carton sleeve) around the gift package is personalized as described (name and background). The wafers inside (8 pieces of Manner wafers 75g each) will carry the standard design of Manner, so these are not personalized.
The "Meine Schnitte" campaign is available only for first names and nicknames and combinations thereof.
Consequently especially (but not exclusively) the following kinds of denominations are not allowed:
- Company names and business denominations of all kinds (including names of websites, blogs, etc.).
- Political parties and comparable organizations of all kinds.
- Denominations which might be considered to be of a derogatory, offensive or discriminatory nature.
- Denominations with no connection to first names or nicknames (e.g. generic ones).
If a first name or nickname is not part of the list of available names you may inquire for your favorite name to be included by sending an email. This procedure will usually take 1-2 working days (without Saturdays, Sundays, bank holidays), the decision will be taken in accordance with the guidelines as stated above.
We reserve the right to reject or revoke an inquired name, even without stating upon wich grounds this decision was taken. There is no legal claim or entitlement whatsoever to be granted a certain name.
It might also be necessary to reject a name because of technical reasons (eg. if a certain sign cannot be printed). In order to avoid this here is some general advice we kindly ask you to take into consideration:
- No emojis (will lead to a rejection).
- No blank spaces right at the beginning or at the end of the text (will lead to a rejection), in between (e.g. between a combination of two names) it's ok though.
- Capital letters are meant to be used right at the beginning. You may choose to use them not only as the first letter (it will not lead to a rejection), but we do not advise to do so. Usually customers would like to create a certain graphic effect that will probably not be achieved with the font we use.
- Special signs/glyphs: Most of these can be printed, but we cannot ensure that our list of available special signs will contain the one you need as well. So in some cases a non-printable special sign could lead to a rejection.
PS:
For reasons of data protection we do not have access to your email address, therefore we cannot contact you actively even if we have to reject. However, if you feel the rejection might have been imposed because of technical reasons only (eg. because of emojis contained) you may try to inquire again (without emojis). Alternatively please contact our customer service.
12. More help needed?
On the top of this site you will find all the options to get in contact with our customer service - no matter if you want to complain, have found a mistake or need assistance of any kind, or maybe just would like to say thanks.
Please note:
Our customer service is not available at the weekend (Saturdays, Sundays) and on public holidays in Austria.
Our regular office hours are:
Monday - Thursday: 09:00 a.m. - 05.00 p.pm.
Fridays: 09:00 a.m. - 02.00 p.m.
We are always close to you, just reach for the smartphone in your pocket!
Being a pure online retailer we do not operate a physical "brick and mortar" shop though. Instead, you may do your shopping on our website www.shop.manner.com and we will deliver your favorite goods directly from wonderful Austria in the heart of Europe.
In case you would like to pay a personal visit to one of the physical Manner stores in Austria, Germany and the Czech Republic you will find these stores here: https://www.manner.com/de-AT/uber-manner/manner-shops
Sorry, being a pure online retailer we are not in a position to answer this particular question. You will find some Manner products in your local supermarket, but that strongly depends on the type and size of this supermarket. So you might need to invest some time searching for Manner there.
Or: Just grab your phone and place an order online on www.shop.manner.com!
Sorry, there is no printed catalog. Please use our search and navigation functions to find your favorite product on our website - it will be way faster than perusing a thick printed catalog.
Apart from that we are always working on our website in order to improve it even further, which includes our assortment too. For this very reason a printed catalog would be outdated immediately.
Being an independent online retailer we need to calculate the prices on our own, just like every company will do. Therefore it is of course possible to find the same article at a different price elsewhere.
We use packing and filling material made of environmentally friendly and recyclable materials, especially cardboard and paper.
Apart from cardboard and paper we use a filling material called Flopak Green. It's made of Polystyrene (100 % recycled), which saves resources and energy. The enzymes added during the production and micro-organisms will allow the material to decay within 9 to 60 months free of residue to pure CO2, water and humus.
Plastic will only be used if absolutely necessary and indispensable for the time being, eg bubble wrap for very sensitive products (necessary to get insurance cover for the transport).
