Frequently Asked Questions

 

Orders & Payments

Which payment methods do you accept?

You can pay with any credit card, PayPal, ApplePay and advance payment. For order values of €500 or more, we also accept payment on invoice.

How can I track my order?

As soon as your order is shipped, you will receive an email confirmation with the courier’s tracking number, which lets you track the delivery online. (Unfortunately, these emails sometimes end up in your spam folder...)

Many couriers also let you enter additional delivery preferences on their website, such as delivery to a neighbour or a safe place. We encourage you to make use of these options whenever you can, to avoid unnecessary delays or redeliveries, and to make life a little easier for your postman/woman!

Can I cancel my order?

Changed your mind? No problem! Simply send us an email with your order number to servus@pfefferundfrost.de. As long as your order hasn’t been dispatched yet, we will be happy to cancel it and send you a refund.

My order was cancelled, but the money seems to have come out of my account

If your order was cancelled, it can take a few days for the refund to be processed. If you haven’t received your money back after a week, please send us an email to servus@pfefferundfrost.de, and we will track your refund immediately.

I can’t seem to place an order on the website. Why is that?

This can have various reasons. Please send us an email to servus@pfefferundfrost.de, and we will take care of it as soon as we can.

If your query is urgent, you can also call our customer support on +49 911 14 88 57 26.

Do I need to create an account in order to use your online shop?

No, it’s entirely up to you! Creating a user account makes future orders more convenient, as it saves you having to re-enter your details.

 

Delivery times & options

How much will I have to pay for shipping?

The shipping cost depends on the weight of your order. For orders inside of Germany, it’s usually €2.50 (VAT incl.) for a parcel. Shipping to other European countries also varies depending on weight, and the exact cost will be clearly indicated during the order process in our shop.

What is the minimum order value for free shipping?

You will receive free shipping on any orders from € 75.00 (VAT incl.)

Can I pick up my Lebkuchen in person?

High five for this question! You can buy our products in a number of partner cafés, delicatessen and concept stores. Check out our Storefinder!

When will I receive my order?

Where no other delivery period is indicated, your order will be delivered within Germany within 4 to 5 business days after conclusion of contract (for advance payment: after receipt of payment). Please note that no deliveries will be made on Sundays and public holidays, and that delivery times to other countries can be significantly longer. We would advise placing any international orders well in advance.High five for this question! You can buy our products in a number of partner cafés, delicatessen and concept stores. Check out our Storefinder!

When do I need to place my order, if I want to receive it before Christmas?

Unfortunately, we cannot offer a guarantee, but we can assure you that we will process any orders placed by 4 pm on December 22nd on time, so that they will most likely be delivered for Christmas. The last lot of packages will usually be picked up on the 23rd and should be delivered on the 24th, however, these dates can vary if it’s a weekend.

Can I choose my preferred delivery date?

This is currently not possible, but we’re working on it! As our postmen and women will be exceptionally busy during the Christmas period, we suggest you order 7 to 8 working days before your preferred delivery date.

Do you offer express delivery?

Yes, you can choose the express delivery option at the end of the order process.

When do you start shipping Lebkuchen for the new Christmas season?

You can order our non-food products all year round, and our Lebkuchen will be shipped from late October. Check our website or subscribe to our newsletter to find out when our fresh Lebkuchen become available again.

I accidentally indicated a wrong delivery address. How can I change it?

If your order hasn’t been dispatched yet, please send us an email to servus@pfefferundfrost.de, and we’ll do our best to change it.

Do you offer environmentally friendly shipping?

Yes, you can choose DHL GoGreen as your option in the order process, for a climate-neutral delivery.

In which countries does Pfeffer & Frost deliver?

Besides Germany, we also deliver to : Austria, Belgium, Czech Republic, Denmark, France, Greece, Ireland, Italy, Liechtenstein, Luxembourg, Netherlands, Poland, Sweden, Switzerland, Slovenia, Spain and United Kingdom.

 

Returns & Delivery Queries

I have not received my order. What should I do?

You can use the tracking code in your confirmation email to check the status/whereabouts of your order. If you still have questions, please drop us a line to servus@pfefferundfrost.de, and we’ll be happy to help.

My Lebkuchen arrived damaged. What should I do?

We’re very sorry! Please drop us a line to servus@pfefferundfrost.de. If it was our mistake, we will send you a return label for the damaged product, and will of course send you a new one!

I’ve received a different kind of Lebkuchen from what I ordered. What should I do?

We’re very sorry! Please drop us a line to servus@pfefferundfrost.de. If it was our mistake, we will send you a return label for the incorrect product, and will of course send you the correct one straight away!

 

Lebkuchen

What is an Elisen-Lebkuchen?

Each baker has their own, top secret recipe and spice mix… Traditional “Elisen-Lebkuchen” must contain at least 25% almonds, hazelnuts or walnuts, they cannot contain any other oil seeds and no more than 10% flour or 7.5% starch.

What are the different variants of Lebkuchen?

Elisen-Lebkuchen (also called “Natur-Lebkuchen” or “Pur”), are the base for other variants. We offer Elisen-Lebkuchen with icing and Lebkuchen with dark chocolate, milk chocolate or white chocolate glazing. Our assorted tins ("Gemischt") are the most popular, as they have something to offer for every taste!

How many Lebkuchen are in a tin?

5 Lebkuchen with a total weight of 430 grams. Feel free to check out other offers and compare!

What makes Pfeffer & Frost Lebkuchen special?

Our Lebkuchen are baked in a traditional family bakery with over 100 years of experience. Starting from September, the Bock family make fresh Lebkuchen every week, with only the highest quality ingredients and with a lot of joy – you will taste it!

Where are your Lebkuchen baked?

In our partner bakery in Nürnberg Laufamholz by the Bock family, who have over 100 years of experience in baking.

What is the shelf life of your Lebkuchen?

Our Lebkuchen will keep for at least 5 months from the time of production, which is the “best before” date printed on the tin/foil. However, we have tasted the Lebkuchen, kept unopened in the foil, and found they were still soft and delicious long after this date!

What are the ingredients in your Lebkuchen?

Hazelnuts/ almonds (min. 33%), sugar, egg white, marzipan (almonds, sugar, water), succade (fructose syrup, sucrose, acidifying agent: citric acid, antioxidant: sulphur dioxide), apricot jam (glucose, fructose syrup, apricots, sugar, gelling agent: pectin, acidifying agent: citric acid), bee honey, wheat flour, spices, raising agent: ammonium bicarbonate, salt, wafer (wheat flour, wheat starch), chocolate glazing* (cocoa paste, sugar, cocoa butter, bourbon vanilla extract, whole milk powder, skimmed milk powder, clarified butter, emulsifying agent: soy lecithin)

Allergy information: May contain traces of sesame. * only for Lebkuchen with chocolate glazing.

Where do the ingredients for your Lebkuchen come from?

Our partner bakery obtain most of their ingredients through the BÄKO cooperative, which purchases raw materials for their member bakers and confectioners. They use regional produce wherever possible, but also international ones, as some of the more exotic ingredients for Lebkuchen don’t grow in Germany. Our aim at Pfeffer & Frost is to make the origins of our ingredients more transparent and establish direct relationships with local suppliers, like beekeeper Claus from Franconia.

Do your Lebkuchen contain palm oil?

No, none of our products contain any palm oil

Do your products contain trans fats?

No, our Lebkuchen don’t contain any trans fats.

Do your Lebkuchen contain allergens?

Yes: hazelnuts, almonds, egg white, antioxidant: sulphur dioxide, soy lecithin, wheat flour, wheat starch, clarified butter, skimmed milk powder. They may also contain traces of sesame, which is processed in the same bakery.

Are your Lebkuchen suitable for vegetarians or vegans?

Our Lebkuchen are vegetarian, but not vegan, as they contain egg white and honey.

Are your Lebkuchen certified Organic?

Not yet!

Do you sell Lebkuchen rejects (seconds)?

No, as we don’t use any large machines or automated processes and our bakers therefore produce practically no factory rejects.

Are Pfeffer & Frost Lebkuchen officially “Nürnberger Lebkuchen”?

No. Although Laufamholz is an urban district of Nuremberg, Bock’s bakery is not located inside the city boundaries, and only bakeries inside those are allowed to sell products with the protected geographical indication “Nürnberger Lebkuchen” (EU quality label). What’s more important to us is to offer you the most delicious Lebkuchen made by the Bock family bakery, and so we don’t have formal “Nürnberger Lebkuchen”, but “only” Lebkuchen from Nuremberg. That's life!

Are Lebkuchen healthy?

Lebkuchen contain a lot of healthy fats due to the high nut content, and are sweetened mostly with natural honey. So, while they are still sweets, they are at least more healthy than one might think! Nevertheless, we recommend enjoying them as part of a balanced diet.

Do you offer any gluten or lactose free products?

Currently we don’t.

 

Packaging

Is the foil really 100% biodegradable? And how should I dispose of it?

All the foil used for wrapping our Pfeffer & Frost products is 100% certified biodegradable.

We’re currently using two different types of foil: The older version is not suitable for home composting, as it will only decompose at higher temperatures. The newer version of Pfeffer & Frost foil can be composted at home. Check the label on your Lebkuchen to find out which is the case.

Otherwise, the foil needs to go in the general househould waste, as the food waste system in Germany is not yet set up to process modern bioplastics.

I don’t need my tin. How can I reuse or recycle it?

You could reuse the tin as a gift box. Other creative uses we’ve heard of: storage for spices, teabags, sweets and other small items – or even a hiding place for condoms! ;D

Who chooses the illustrators for your tins?

Our team is looking for potential new illustrators all year round and decide together, who might be suitable for our next limited edition tin. We compile a shortlist of our favourites found on Instagram and Pinterest, but also in agent newsletters.

We are mostly looking for illustrators with experience in drawing figures and developing characters. If they also have some experience in Package Design, this is a bonus, but not a necessity, as the design of our tin isn’t all that complicated. We look at the illustrator’s portfolio very closely and try to find one or two themes from their universe, which also fit the positive, colourful world of Pfeffer & Frost.

Why don’t you offer traditional metal tins?

Our mission is to offer Lebkuchen in modern and sustainable packaging, which is why we use a compostable foil made from renewable materials and an illustrated, recyclable cardboard tin. While plenty of traditional ones are already available – we like it fresh and chic!

 

Gifts for business customers

Can I order Pfeffer & Frost Lebkuchen branded with our company logo?

For sure! Our Sales Team is full of ideas. Simply send us an email to: jannik@pfefferundfrost.de

 

Shops & Retail

Where else can I buy Pfeffer&Frost Lebkuchen?

Besides our Online Shop, our products are also available in a number of cafés, delicatessen and concept stores. Check out our Storefinder!

Can I find you at Christmas markets in and around Nuremberg?

We will have a stall at a few Christmas and design markets in the Nuremberg area and the rest of Germany. Follow us on Instagram and Facebook for updates.

Are your Lebkuchen available in Zero Waste shops?

High five for your question! We are working on bringing our Lebkuchen to Zero Waste shops and Refilleries, and they are already available in a number of cafés which you can find using our Storefinder.

Are your products available in Austria and Switzerland?

Pfeffer & Frost is currently delivering to over 15 countries, including Austria and Switzerland. Check out our Storefinder for physical stores, and if you know a nice concept store where you think our Lebkuchen should be stocked, please send us an email to frank@pfefferundfrost.de

I have a café or concept store and would like to stock your products. What are your conditions for retailers?

That’s great, our Sales Team is always looking for new partner stores. Please send us an email to: frank@pfefferundfrost.de

 

Jobs & Careers

Can I work with you / Are you hiring?

Can’t get our Lebkuchen out of your head? Do you have skills we may be missing? Great, we’re looking forward to receiving your creative application! You choose the format and medium.

 

Miscellaneous

Do you have a newsletter?

Sure! Sign up for our newsletter to receive interesting tips around sustainability, gift ideas and information on promotions and special offers

Can I contact you via phone?

Sure: +49 911 14 88 57 26

Why are you called Pfeffer & Frost?

In medieval times, when the traditional recipe for our Lebkuchen was created, the colloquial term for any spices was “Pfeffer” (German for pepper), which is why they are also called “Pfefferkuchen” to this day. And “Frost” stands for our favourite season, in which we spend cosy evenings among friends and work on our sustainable gift ideas.

Will there be other Pfeffer & Frost products in future?

Shush… Watch this space!