Frequently asked questions

QUESTIONS ABOUT THE ARTICLE

The item is currently out of stock. When is it expected to be available again? 

If we have received a delivery date from the manufacturer, it will be mentioned in the product description. The status in the item description is always up to date. If you would like to receive a back-in-stock email, please sign up directly in the article with your email address.

QUESTIONS ABOUT THE ORDER

Can I place an order by phone?

Unfortunately not, the order can only be placed through our online store.

Can I change an order I have already placed?

No, the order cannot be changed once it has been placed. It can only be cancelled as long as it has not left our warehouse.

COMPLAINT ISSUES

How long can I return a product to you? 

How can I register a return?

Log in to your customer profile, go to "Orders" and select "Register returns" for the order in question. Or click comfortably, in the order confirmation e-mail the button "Register return" to get there directly.

How can I return a product or an order?

Send the package with the parcel service provider of your choice. Keep the shipping receipt until we have received your return and confirmed this to you via email.

How and when will I get my money back?

We will process your return as soon as possible. Depending on the workload of our team, this may take a few days. We will keep you informed via e-mail!

I have received a defective or damaged item, how can I proceed?

We are very sorry that you have received a defective or damaged item from us. Please send us two to three photos of the damaged item with the following information: Invoice number - Item description and the item number if applicable - Brief description of the defect. We will review the pictures and get back to you as soon as possible.

DELIVERY QUESTIONS

How fast do you deliver?

Orders paid before 16:00 will be shipped the same business day, work volume permitting. There is no shipping on weekends and holidays. The transit time of the packages depends on the selected shipping method and is beyond our control.

To which countries do you deliver?

We ship exclusively within Switzerland and the Principality of Lichtenstein.

Where is my package right now?

As soon as your order leaves our warehouse, you will receive a shipping confirmation by e-mail. This contains the link to the tracking page of Swiss Post. Alternatively, you can also track your shipment via your account page.

My package was sent but did not arrive - what can I do

In this case, we ask you to contact our customer service. We will take care of your concern immediately.

How can I change my shipping address after I place my order?

In this case we ask you to contact our customer service. If your order is already on its way, please contact Swiss Post.

PAYMENT ISSUES

What payment options do you offer?

We currently offer the following payment options:

• Prepayment (bank transfer)
• Postfinance e-finance
• Postfinance Card
• Twint
• Visa/Mastercard
• PayPal

We will inform you as soon as the amount has been booked. The order will then be shipped as soon as possible. Please note that for bank transfers it may take 1-3 business days until we receive the payment.