FAQ – Black Sense Manufaktur

Frequently Asked Questions

Ordering & Conditions

How can I place an order as a dealer?

To shop in our B2B store at dealer prices, you need to sign up. We'll set up a customer account for you and send you a registration link, which you'll need to confirm. Then you can start shopping online.

Is there a minimum order value?

Not really. But our products are only offered in specific packaging units for B2B, which has proven particularly useful for transport.

Which payment methods are available for B2B?

Currently, we only offer classic purchase on invoice, which means you order online, we prepare everything for shipping, and as soon as the package leaves our warehouse, you will receive an invoice as a PDF file. We grant a payment term of 14 days and offer a discount for “quick payers.”

Do you offer individual price scales or dealer conditions?

We have price scales, for most products we scale from 2, 6, 10, 18, and 36 PU.

Can I create a customer account for regular orders?

You can only place an order with us if you have a customer account.

Products & Customization

Which products are suitable for resale?

We label the products in the category retail, which includes 150 ml, 250 ml, and 500 ml chai and our 30 gram Kōcha.

Can I purchase products in larger containers?

In addition to the 1-liter glass container, we also offer 3-liter and 5-liter bag-in-box containers.

Do you offer white label or private label production?

We offer private labeling. If you are interested, please send Eva an email directly.

Are there samples for business customers?

We have a sample that you can purchase for a symbolic fee of €1 after registering.

What is the shelf life of your products?

Chai and Kōcha Chai have a shelf life of at least 24 months after the bottling date. They do not need to be refrigerated, even after opening. Once opened, our chai products have a shelf life of at least 6 months.

Are there technical data sheets or allergy information available?

We have specifications for our products. You can find these in the shop with the respective product.

Cooperation & Sales

How can I become a sales partner?

We handle our own sales within the DACH region. We already have established sales partners in Poland, Czechia, and Hungary. If you are interested in a specific country or region, please let us know.

Is there any marketing support available (e.g., images, texts)?

We offer POS material free of charge. You can simply order it along with your order. If you like, feel free to take a look at the download area.

May I resell your products online?

All of our trading partners are free to do so. However, we do not accept partners who operate solely and exclusively an online shop.

How can I work with you as a café or restaurant?

Want a little more? Feel free to send Kai an email. He will come by and discuss the various options with you.

Do you offer training courses, tastings, or chai workshops?

Since our products are so easy to use, training is not necessary. The best way to organize raffles is with our sample, and we are currently developing a workshop that is primarily aimed at our larger roasting partners.

Legal & Processing

How are invoices issued (net/gross, VAT)?

You will receive an electronic invoice as a PDF via email. Our prices are net and VAT is shown separately. If you live within the EU and we have your VAT ID, your purchases are tax-free.

Which terms and conditions apply to business customers?

You can find this under the menu item Terms and Conditions.

How can I change my company details (e.g., billing address)?

Just send us a quick note via email.

Sustainability & Philosophy

Where do your ingredients come from?

Different regions and countries outside the EU. There's India, where our black tea comes from, Guatemala, where we currently source cardamom, and Sri Lanka, where we source cloves. Our cinnamon comes from Indonesia.

Do you work with certified organic suppliers?

Of course, all of our trading partners and their partners are certified organic.

What packaging materials do you use?

We package most of our products in glass bottles or glass jars. We also offer bag-in-box packaging for high-volume consumers. These are plastic bags with a tap, which are delivered in cardboard boxes.

What is your stance on sustainable shipping?

We automatically ship everything using climate-neutral shipping, including our freight deliveries. We also use recycled filling material and do not use “decorative packaging” or additional packaging boxes for our glass bottles.

What exactly does “manufacture” mean for you?

We work with our hands. From weighing the spices to stirring, bottling, labeling, and shipping. Everything is done by hand, in-house. We are therefore not a factory.

Orders & Purchases

How can I change my order after placing it?

We can change and/or cancel your order at any time. We understand that mistakes can happen. If you only want to change your order information—for example, your delivery address, billing address, or phone number – please contact us by email.

Please note that we cannot guarantee changes to orders after 24 hours, as they may have already been processed

How can I track my order?

After processing, we will send you the tracking information from our shipping partner DHL. The tracking number will give you the current status of your order.

What if there is a problem with my delivery?

In most cases, the package is simply returned to us—we either send you new goods directly (e.g., if the goods are broken) or we wait for the returned package and check for defects. In general, we take 100% responsibility for ensuring that the goods you ordered arrive at your doorstep in proper and sellable condition.

What if I haven't received my order?

You won't be left to cover the costs, of course. We get a refund from DHL for lost goods, so we always resend 100 % of your goods, no matter what.

Returns & Exchange

What happens in the event of product defects?

If you have experienced a problem with our products, please contact us and we will clarify the matter to your satisfaction.

How can I return goods?

We can only accept returns of original, unopened goods. Please discuss this with us via email. We will then prepare a return label for you.

I envisioned the product differently and do not wish to use it that way.

We understand that tastes vary, which is why we offer a free sample. However, we will still take back goods in their original packaging and send you a return label.

I accidentally paid twice. How long will it take to get a refund?

We have a fixed schedule for payment runs. In the event of a double payment, it can take up to 14 business days after your notification.

Shipping & Tracking

How much are the shipping costs for B2B?

Please take a look at our shipping page. Shipping costs consist of a base price, which varies depending on the country, and a price per kilogram.

Is there any amount that gets free shipping?

Currently, the only case in which we do not charge shipping costs, is if you have only bag-in-box products in your shopping cart. Please understand that we can no longer subsidize the shipping of heavy glass bottles as we have done in the past.

How long does shipping generally take?

It depends on your country. We ship with DHL throughout Europe, within Germany, the delivery time is 1-2 business days. To more remote parts of Europe, delivery can take up to 10 business days.

Do you offer express shipping?

No, unfortunately not.

Can I still change the delivery address after shipping?

You can redirect your shipment using DHL shipment tracking.