Frequently asked questions
Do you have a question? We have the answer!
Whether you have questions about delivery, service or products - you will find the right answers here. We are also happy to answer any questions you may have in person. Simply contact us HERE!
Topic Magnetic tableware
Which glass and tableware manufacturers do we work with?
We source our crystal glasses from the Schott Zwiesel brand. They are manufactured using Tritan composite, which is considered to be one of the most resistant materials when it comes to real glass.
Our plastic glasses are made by Koziol - naturally unbreakable, free of harmful substances and extremely durable.
Our porcelain items are sourced from BHS Tabletop and Seltmann Weiden. Both companies stand for the highest quality and the best manufacturing processes.
How can I store/stow my Magnetic glasses ?
You can either use your jars upright with our Metal nano gel pads or mats/placemats, or hang them upside down/vertically with our Metal Strip .
Important: The pads or mats/placemats are NOT suitable for upside-down storage! A Metal Strip isabsolutely (!) necessary for upside-down storage.
Can I hang all items upside down with the Metal Strip or store them vertically?
The majority of our products can easily be stowed upside down with the Metal Strip (!). Unfortunately, a few of our products are too heavy. Please check the respective product page to see whether the item is suitable for storing upside down or not.
Note: The Metal Strip is attached with 3M adhesive tape and is therefore a permanent (!) stowage option
Can I also order individual jars or jars without pads if required?
Yes, individual (replacement) glasses can be reordered if required.
What is the best way to clean my Magnetic tableware ?
We recommend cleaning our entire range by hand.
Can the Magnetic glasses be personalized?
Yes, lettering or logos are possible. Just send us your request.
Do you need individual product advice?
Then please get in touch with us.
Topic Accessories
What do I need to consider when installing my Metal Strip ?
The surface should be smooth and cleaned with spirit beforehand. Then remove the 3M adhesive tape from the strip and mount it in the desired position.
Which item can I use to store my Magnetic glasses upside down?
You absolutely (!) need our Metal Strip for this.
The Metal nano gel padswhich are included with all our jar sets, are not suitable for this purpose. The metal nano gel mats and placemats are also not suitable for storing upside down.
How many glasses fit on a Metal Strip?
With the 25cm Metal Strip you can store three glasses, with the 50cm Metal Strip six.
What should I bear in mind with the Metal-Nano-Gel-Pads ?
The pads should be stored dry and protected from the sun.
Our tip: After use, remove the pads, attach them to a transparent film and store them in the cupboard until the next use.
To which surfaces do the Metal nano gel pads?
The pads adhere to all surfaces that are smooth / sealed / even. Teak tables should be avoided. Oiled and uneven surfaces are also not recommended.
Topic hooks & pins
How do I clean the Metal-Nano-Gel-Pads properly?
You can simply clean the pads under clear water and then leave them to dry for 10 minutes. The adhesive strength is then restored and the pads are as good as new.
What should I bear in mind with the Metal-Nano-Gel-Pads ?
The pads should be stored dry and protected from the sun.
What is the difference between the hooks and the pins?
We offer various hooks and pins for different areas of application. You can find precise information on their adhesive force and areas of application on the respective product page.
Are the hooks & pins also available without a pad?
Yes - so if you need more supplies or want to combine the hooks & pins with the Metal Strip (instead of the pads), you can also buy them separately. You can find them under Magnetic fastenings in the store.
How do I bring Metal nano gel pads correctly?
First clean the surface with spirit or other alcohol-based agents. As soon as the surface is dry, first apply the pad and a few minutes later the hook/pin. The full adhesive strength develops within 10 minutes.
Please note that in addition to the nano gel pads, we also offer so-called 3M metal pads with 3M adhesive tape. These permanent 3M pads can be handled in the same way as our metal strips.
Topic Magnetic adapters
How do I use the magnetic sandwich?
The magnetic sandwich is suitable for Plates, bowls, kitchen utensils, pans, pots etc. and is simply placed on the utensil to be fixed. Additional items can then be easily stacked with further adapters, as the magnets are attracted and held in place by each item.
Please note that you will need a metallic counterpart such as our Metal nano gel mat or placemats to fix the items "downwards".
How do I use the Magnetic adapter for Stemmed glasses?
The Magnetic adapter is suitable for your own Stemmed glasses without a magnetic system and is simply slipped over the base of the glass. So you can retrofit your own wine glasses, mushroom tulips, champagne flutes etc. with the silwy® magnetic system. Please note that you need a metallic counterpart such as our Metal nano gel pads or mats for this.
Important: The adapters are not suitable for stowing upside down on a metal side.
Shipping & delivery
How long does shipping take?
We ship throughout Germany within 2-3 working days. If you need it quickly, we also offer an express option with delivery on the next working day for an additional charge. Throughout Europe you can expect a Delivery time of 5-6 working days.
How high are the shipping costs?
The shipping costs
within Germany are €4.95 (free shipping from €300.00),
within Europe €6.95 (free shipping from €400.00) and
worldwide $24.95 (free shipping from $600.00).
Where do you deliver to? Do you deliver internationally?
We deliver worldwide - so you can use silwy® anywhere!
Which shipping service provider will be used to send my order?
We usually ship with DHL GoGreen. For European and worldwide shipping, we also offer FedEx as an optional shipping service provider.
How can I track my order?
As soon as your order leaves our warehouse, you will receive an email with shipment details and a link to track your shipment. Please also check your spam folder if necessary.
You can also track your shipping status directly here: Check now
Is delivery to a Packstation or a post office possible?
Yes, you can simply enter a different delivery address when entering the address in the order process. Please remember to include your DHL post number.
My Magnetic tableware was damaged during transportation
Unfortunately, this happens from time to time. We will of course take care of a replacement immediately.
Order & Payment
What payment options do you offer?
We offer payment via Apple Pay, Google Pay, Visa, MasterCard, American Express, Sofortüberweisung, purchase on account or PayPal. If you do not have any of these options, please contact our support team.
When shipping to non-EU countries , additional taxes or costs (e.g. customs duties) may be incurred as part of your order, which are not paid by about us or invoiced by us, but must be paid by you directly to the relevant customs or tax authorities. Please ask the relevant authorities for details.
Will I receive an order confirmation and invoice from you?
Yes, the order confirmation will be sent to your e-mail address immediately after you have completed your order.
The invoice will also follow automatically by e-mail as soon as the order leaves our warehouse. Please also check your spam folder if necessary.
I have not received an order confirmation or shipping notification. What can I do?
It is possible that the e-mail has slipped into the spam folder - please check it.
Can I change or cancel my order?
If your order has not yet been processed, you can change or cancel it at any time.
Do I have to register with you as a customer in order to place an order?
No, you can also order as a guest - use the express checkout via your AmazonPay or PayPal account, from which your data will be transmitted automatically.
I have made a mistake in my details, how can I correct it?
Please contact our support with the correct information.
How can I redeem vouchers and discount codes?
You can redeem vouchers or discount codes in the corresponding field for voucher codes in the shopping cart. Please enter your code and confirm with the arrow.
Important: Please do not put spaces between the letters and numbers. Our voucher codes are always written together.
Please note that our discount or free promotions cannot be combined with each other. Only one discount or free item code can be redeemed per order. If you have a value voucher and would like to benefit from a discount promotion, please contact our support team so that we can enter your order manually with both vouchers.
Can I buy a gift voucher?
Yes, take a look at the "Gift ideas" category.
Can I have my order packaged and sent as a gift?
No, unfortunately this is not possible for logistical reasons.
I have a general question about the order or a problem with the order, who can I contact?
Please fill out the contact form - we will get back to you shortly.
You can also reach us by phone.
Our service hours:
Monday to Thursday from 8:00 - 17:00 and
Friday from 08:00 - 14:00.
Returns & exchanges
How do I return my order?
Please return your order independently to the address given in the imprint. We can also send you a returns label by e-mail - the costs for this will then be offset against the refund.
Can I exchange my product? What do I have to consider?
We are happy to exchange your item - please send an email to info@silwy.de.
You will then receive a return label for the return shipment and your exchange will be sent to you once the return has arrived. If there is a price difference, we will offset this accordingly.
Please note that shipping costs will be incurred again for the reshipment of your exchanged items.
Complaints & warranty
I have a complaint. What can I do?
We are very sorry that there has been a problem! Please report here!
General guarantee and warranty
We offer you a two-year guarantee and warranty on your products. If in doubt, please contact our support team.
Miscellaneous
Subscribe to our newsletter
By subscribing to the newsletter, you will always be the first to receive news about products and promotions.
On top of that, you will receive a 5% discount and free shipping on your first order.
I have not received a confirmation email for the newsletter registration.
Please take a look in your spam folder. If you can't find the confirmation email there either, we can add you manually and send you the voucher code by email as a thank you for registering.
Factory outlet
You have the opportunity to shop at our factory outlet. We look forward to your visit.
Our opening hours
Monday to Thursday from 8:00 - 17:00
Friday from 08:00 - 14:00.
If we are not near you, please take a look at our dealer search - here you can check which dealer dealers are in your area.