FAQ
General
Photo of a hot air balloon with a sun on it. | © SONNENTOR
FAQ
Packaging
Illustration of a boy looking out of an orange. | © SONNENTOR
FAQ
Products und Quality
Illustration of a rooster with a cup of tea. | © SONNENTOR
FAQ
Online shopping
Illustration of a ladybug with a basket filled with cranberries. | © SONNENTOR
  • Online shopping

How can I order in the online shop?

  • Online shopping

I can't complete my order, is there a technical problem?

  • General
  • Products und Quality

In my syrup are solid particles or streaks visible - is there something wrong with the product?

No, quite the opposite! SONNENTOR syrups are made without artificial additives. They are made from the extracts of real fruits and herbs. 
Particles of the fruits in the syrup can separate from the liquid part over time. But there is a very simple solution: shake the bottle before and the fruit particles will me mixed with the liquid parts again.

  • General
  • Online shopping

Why do you find some content perhaps not yet completely accessible?

We are on our way: a review is currently underway and we are implementing improvements step by step.
You can find the current status here: accessibility statement

Feel free to write to us at online@sonnentor.at if you have any questions or comments on the topic.

  • General
  • Online shopping

What does accessibility mean on our website and in our online shop?

We want our content to be accessible to everyone - regardless of physical or technical limitations.
We are constantly working to make our shop as accessible as possible - including for people with visual or motor impairments.

Please write to us at online@sonnentor.at if you have any questions or comments on this topic.

You can find more information in our accessibility statement.

  • Online shopping

How can I check the status of my order?

  • Online shopping

I sent my order with the wrong address / address.

In this case, please contact us as soon as possible - by phone at +43 2875 7256 or by e-mail at webshop@sonnentor.at.


If your order has already been packed or handed over to our shipping service provider, it is unfortunately no longer possible to correct your address.

  • Online shopping

My email address has changed - how can I update it?

  • Online shopping

I haven't received an invoice?

We send our invoices by e-mail.


Please check your e-mail inbox and your spam folder for our invoice e-mail. If your invoice does not appear, please contact webshop@sonnentor.at.

  • Online shopping

I forgot my password - what can I do?

Please enter the e-mail address with which you registered with us under "Forgot your password" and click on "Reset password". You will then receive an email with a link that you can use to set a new password. If you cannot find this email in your inbox, please also check the spam folder.

Please note that the link only works for a short time - the password should be changed as soon as you have received the email.

If resetting the password does not work, please contact online@sonnentor.at.

  • Online shopping

How can I put together an individual gift set for someone?

Choose products in the online shop and put them in the shopping cart. Then select the option "Put your order in a gift box" in the shopping cart. For a surcharge of EUR 5, your individual selection will be packed in a gift box and provided with a personal message that you can also enter directly in the shopping cart:

FAQ gift box

  • Online shopping

Are products saved in the shopping cart?

For registered customers, chosen products are saved in the shopping cart, but not reserved. We ask for your understanding that we cannot guarantee the availability of the products at a later date.

If you are not a registered user or if you have not logged in, the content of your shopping cart will be saved in the session of your browser.

  • Online shopping

I can't find a country in the shipping costs list?

  • Products und Quality

Why do fenugreek seeds stay hard even after germination?

  • Products und Quality

Are SONNENTOR teas, spices or essential oils suitable for pregnant women?

As a food company, we are not authorized to provide information on such topics. We also do not have the necessary medical competence to be able to provide adequate information. If you are unsure, please contact your doctor, pharmacist or aromatherapist.

  • Products und Quality

How can I use SONNENTOR essential oils?

Essential oils must be labelled either as cosmetics, as aroma oils or as fragrance oils for rooms (claims according to chemical guidelines). A combination of the various ordinances is not possible.

Our essential oils are primarily used as room fragrances and are labelled as such.

However, due to the high quality of the oils, they are also suitable for other purposes.

  • Products und Quality

What should I watch out for when using SONNENTOR essential oils externally?

For external use, it is important to know that essential oils are highly concentrated plant substances. This means that the oils are particularly strong. These substances also contain allergens such as citronellol, eugenol, limonene or linalool.

Therefore, when using the oils, you have to be guided by the sensitivity of your skin and generally be careful with them.

When using it on the skin, it is advisable to mix essential oils with a carrier oil (e.g. jojoba oil).

  • Products und Quality

Can I use SONNENTOR essential oils for cooking and baking?

  • Online shopping

My PayPal payment is not working - what can I do?

  • Online shopping

My immediate transfer payment is not working - what can I do?

  • Online shopping

My credit card payment is not working - what can I do?

  • Online shopping

How do I change my password?

  • Online shopping
  • General

How can companies order from SONNENTOR?

  • Online shopping

I can't redeem my discount code?

Our vouchers are only valid for discountable products.

There are various products on which we cannot offer a discount. Please find out more about our non-discountable products.

Please also check the validity date of your voucher, the correct spelling of the voucher code and whether you want to redeem several discount vouchers at the same time (only one discount voucher can be redeemed per order).

Voucher Codes cannot be used for Click & Collect. Instead, please present your code when you pick your items at the store.

  • Online shopping

My voucher shows too little value?

If you wish to redeem a voucher with your order, please make sure you complete the order correctly.
If you change the payment method return to our website correctly (using the buttons provided).
If the window is simply closed or you just left the page, the voucher may remain blocked for 2 days. After 2 days, the voucher will be available in full again.

  • Online shopping

Did my order work?

You can tell if your order in the online shop was successful when:

  • A "Thank you" order confirmation page is displayed (when paying by credit card, instant transfer or PayPal, this page appears after a successful transaction).
  • You receive an order confirmation email a few minutes after placing your order.
  • You see a summary of the order in "My Orders" (only if you are a registered user).
  • Online shopping

What is the value of my voucher?

Have you received a voucher and don't know how much it is worth? Have you already paid with a voucher and want to know how much remaining value is left? You can easily find out the value of your voucher.

  • Online shopping

How can I redeem a voucher?

You can enter your voucher code in the shopping cart:

It is important that you add your voucher code before finally submitting your order - it cannot be redeemed afterwards.

 

  • Online shopping

Can I change an order that has already been placed?

Normally, sent orders can no longer be changed. Please contact webshop@sonnentor.at to clarify your options.

  • Products und Quality

Can SONNENTOR essential oils be dangerous when used internally?

Essential oils are very highly concentrated, volatile liquids. That is why it is important to know how to handle them. If you adhere to the regulations, then nothing stands in the way of their use and you can enjoy a special smell and taste experience. It should also be noted that the oils are very intense in taste and effect due to their high concentration.

  • Products und Quality

Can SONNENTOR essential oils be used for children?

Caution is required for use with children. Small quantities of essential oils come from thousands of plants, so the oils are highly concentrated. They also contain allergens such as citronellol, eugenol, limonene or linalool. The proportion of menthol etc. is also higher than in the raw material.

In any case, caution is required with small children!
It is advisable that you carefully try out the tolerance if you have never used essential oils in order to rule out allergic reactions.

If you are unsure, please contact your doctor or trained aromatherapist.

  • Products und Quality

Why is there no distinction between cinnamon ceylon and cinnamon cassia at some products?

  • Products und Quality

Are the essential oils from SONNENTOR water-soluble and suitable for aroma diffusers?

Pure essential oils are never soluble in water. However, this should not be a problem with common aroma diffusers. It is best to fill in water first, then add a few drops of oil. So, the water can evaporate together with the oil.

  • Products und Quality

Why can't I find any nutritional information on my SONNENTOR product?

Some foods are exempt from nutritional labeling, including herbs, spices, herbal and fruit teas.

  • Products und Quality
  • General

Why is there a Czech organic number on SONNENTOR teas?

The infusion bag teas are produced by our subsidiary in the Czech Republic and the official checks take place in this country.

  • Products und Quality

What exactly is Greek Mountain Tea?

Contrary to many assumptions, Greek mountain tea is not a mixture, but the name of an herb that is native to the entire Mediterranean region. The Latin name is sideritis scardica.

  • Products und Quality

How much iodine does the SONNENTOR sea salt with iodine-containing algae contain?

Our salt with iodine-containing algae contains 20 mg per kg of iodine. In a pack of 150 g, this corresponds to 3 mg of iodine per pack. The type of algae used is a brown alga, the variety is called Oarweed (Laminaria digitata).

  • Online shopping
  • General

What do I need to know about taxation or customs clearance when I order online?

Our head office is in Austria (European Union). For orders from private customers within the EU, VAT is included in the total price - there are no additional fees (such as customs fees), as goods can be moved within the EU.

If you have goods delivered to a country outside the EU, you are responsible for taxation, customs clearance and any other fees in the destination country. For this reason, we deliver tax-free to the relevant countries.

Since we have no influence on these costs and these vary between countries, we cannot provide any information. We recommend that you inquire at the responsible customs office.

  • Online shopping
  • General

I would like to order as a German sole proprietorship with a UID?

  • Online shopping

Can I redeem my voucher code retrospectively?

Please make sure that you add the voucher code before submitting your order - you can find out in step 4 (check order). Please only send your order if the voucher is also shown in step 4!

If this is not the case, please go back to the shopping cart and add your code again.

Note: It is generally not possible to redeem your voucher code at a later date.

  • Online shopping

Can I add other items to my order?

We process every order as quickly as possible and send it to our shipping department in a timely manner. Therefore, unfortunately, it is usually not possible to add any more items once you have submitted your order.

Please contact webshop@sonnentor.at to clarify your options.

  • Online shopping
  • Products und Quality

Why doesn't SONNENTOR offer free returns?

Sustainability is important to us in all areas. This also means that we keep transport to a minimum. Which is why returns are an exception for us and not a selling point.

Another reason why we want to avoid returns as much as possible:
A large part of our range consists of food products that we don’t want waste or sell on to other customers. This is the only way we can guarantee the best quality – this also guarantees best product quality for you!

If you still want to return a product, you can do so within 14 days. You can find more information about your right of withdrawal here.

  • Products und Quality

Are spice mixtures still edible after the best-before date?

  • Online shopping

How can I change my address in the online shop?

  • Products und Quality

How is SONNENTOR coffee decaffeinated?

  • Products und Quality

How long are SONNENTOR products durable?

The best before date on each label provides information about the shelf life. We grant a minimum shelf life of three years for dried herbs and spices (with a residual moisture of max. 10%). If stored correctly (dry, protected from moisture, light and heat), herbs and spices can be kept for a very long time.

  • Products und Quality

A product tastes different than usual?

Our herbs and spices come from nature. The formation of flavours is highly dependent on climatic conditions.

Depending on the weather in the year of the harvest, the smell and taste of essential oils can be different and slight variations are normal. This is in the hands of Mother Nature.

  • Products und Quality

Turmeric - what is the curcumin content?

Curcumin is an intense orange-yellow, natural dye that is found in the rhizome of the turmeric plant (Curcuma longa, also called goldenseal). But curcumin is also a flavor carrier for this spice.

The curcumin content of turmeric can vary due to different origins and climatic conditions. The curcumin content of turmeric is between 3 and 4%, but can be up to 6%.

  • Products und Quality

How much acid does the coffee have?

  • General
  • Products und Quality

What is the quality standard of SONNENTOR?

  • Products und Quality
  • General

Everything Organic at SONNENTOR?

  • General
  • Online shopping

Can I create my own SONNENTOR product?

In our online shop you can put together your individual tea or spice packs. Simply try our configurator.

  • Online shopping

Can I also use the Bio-Bonus card in the online shop?

Your bonus card is only valid for purchases in one of our SONNENTOR shops. We ask for your understanding that the card cannot be used for purchases in the web shop.

 

  • Online shopping

I did not receive an order confirmation or invoice?

  • Online shopping

Who can I contact if I have any questions about my order?

If you have any questions about your order, please contact us at webshop@sonnentor.at.

  • Online shopping

Whom can I contact if I have questions regarding the web shop?

If you have any questions about our online shop, please contact us at webmaster@sonnentor.at.

  • Online shopping

What are cookies?

A cookie is a tiny text file that enables a website to recognize the user via their browser after a first visit. Cookies are stored in a text file on the user's computer when the browser is closed and are called up again the next time the website (web server) is accessed. Cookies are passive (i.e. they cannot "do" anything on their own) and can never contain viruses, Trojans or other harmful programs.

  • Online shopping
  • General

Where can I buy SONNENTOR products within the EU?

On the road? You don’t need to go without our sunny delights.

Our  web shop delivers to all EU countries.

Click here for our delivery and payment conditions.

Find distributors within the EU here.

  • Online shopping
  • General

Where can I buy SONNENTOR products within Switzerland?

Our  web shop also delivers to Switzerland. Click here for our delivery and payment conditions.

Find distributors within Switzerland here.

  • Online shopping
  • General

Where can I buy SONNENTOR products outside the EU?

  • Online shopping

How can I pay at the web shop?

Here you can find information about the different payment options.

  • Online shopping

Is my data safe in the online shop?

  • Online shopping

How long does delivery take?

Alle relevanten Informationen zu dem Thema findest du unter delivery and payment.

  • Online shopping

What are the shipping costs from the online shop?

The amount of the shipping costs can vary depending on the country - just like our shipping exemption limits.


You can find more details about shipping costs in our delivery and payment terms.

  • Online shopping
  • Products und Quality

I would like to return a product or make a complaint?

  • Online shopping

Is there a minimum order value in the online shop?

You can find all the details in our shipping costs overview.

  • Online shopping

What does the "Trusted Shops" seal mean?

"Trusted Shops certification is a European seal of approval awarded to online shops that meet certain quality criteria. With the combination of a Trusted Shop money-back guarantee and customer evaluation system, consumers can shop securely on the Internet." http://www.trustedshops.at/

More details on Trusted Shops.

You can find more information here: Secure shopping in the SONNENTOR online shop

  • Online shopping
  • General

Can I also buy vouchers?

Our vouchers are always the right gift whether the recipient of the present would like to shop online, come to our SONNENTOR shops, visit SONNENTOR or our organic restaurant Leibspeis'!

Find out more about the redemption options here.


You can choose between different motifs for the voucher in our web shop as well as in the SONNENTOR shops. The Print @ Home option, which you can print out yourself, is also an ideal last-minute gift.

  • Online shopping

How long will my Click & Collect order be held?

Please pick up your Click & Collect order at the time and date you have selected. If it does not work out, please call the selected store. You can find the contact details in the order confirmation. Please note, storage space in our shop is limited and we cannot guarantee that the products you have ordered will be in stock if you delay your pick up without notifying us. Thank you for your understanding.

  • Online shopping

I have forgotten details about my Click & Collect order. Where can I find it?

You can find all information about your Click & Collect order:

  • in the order confirmation that you received by email
  • in your SONNENTOR online shop account in the menu item "My orders" (only if you are a registered user)
  • Packaging

How are the SONNENTOR products packed?

The packaging of our SONNENTOR products consists of more than 70% renewable raw materials, almost all of the rest is recyclable. You can learn more in our packaging guide.

  • Packaging

Who can I contact if I have questions about packaging?

If you have any questions about our packaging, please contact our quality management via email: qualitaet@sonnentor.at.

  • Online shopping
  • General

Where can I buy SONNENTOR products in Austria and Germany?

  • Online shopping

Why can't I choose Click & Collect?

Click & Collect is not always available - there can be various reasons for this.


Even if Click & Collect is not available as an option, you do not have to cancel your order, you can have it sent to you CO2 neutral.

  • Online shopping

What happens after I have sent my Click & Collect order?