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Bitte wählen Sie Ihren Lieferort

* Be aware that you can not change the delivery country in the check-out.

* Beachten Sie, dass Sie das Versandland im Check-Out nicht mehr ändern können.

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SHIPPING AND DELIVERY

 

Here are answers to the most common questions we receive regarding orders.
If you are curious about our terms and conditions, receiving confirmations, or about other related topics, you will hopefully find the answers here.

 

SHIPPING OPTIONS

Shipping within Switzerland is carried out by UPS Standard. Your parcel will be delivered on working days, therefore Saturday delivery is not possible. Please understand that during promotional periods, delivery may take longer than usual. As soon as your order leaves our warehouse, you will receive a corresponding shipping confirmation by e-mail. For orders paid in advance, dispatch will only take place after receipt of payment.

The delivery time is 3-5 working days for standard shipping. Orders after 12:00 will be processed the following working day.



UPS Standard - 7,00 CHF

Your UPS packages are shipped 100% climate neutral with UPS carbon neutral - at no additional cost to you.

HOW CAN I TRACK THE SHIPMENT OF MY ORDER?

As soon as your order leaves our warehouse, you will receive an automatic shipping confirmation by e-mail. With the hyperlinked shipment number which updates with each query, you can track the shipment status at any time. You can also check the status of your order as well as the shipping status of your package in your customer account.



Under special circumstances, your order may be sent by PostPac. In such a situation, you will be notified by email and provided with a tracking number, allowing you to monitor the shipping status at any time.




I HAVE NOT RECEIVED MY ORDER YET

Please note that there can always be short delays for various reasons. You have received a tracking number with the shipping confirmation. Click on the tracking number to check the current delivery status of your consignment. If there is no estimated time or other information requiring action, please contact our customer service.

Should the delivery not have been successful according to the tracking information, please check whether the carrier has left a message in your mailbox. Usually, there will be up to 2 further delivery attempts on the following working days.

I HAVE NOT RECEIVED ALL THE ITEMS I ORDERED

Please check the details on your order confirmation and your email inbox for further notifications. You may have already been informed by our customer service that the item is no longer in stock and has therefore been cancelled or that there has been a delay in delivery. If you have not received any notification of a missing item, please contact our customer service.

I HAVE RECEIVED A WRONG ITEM

We are sorry that your order contained an wrong item. Please inform and contact our customer service to discuss further action. Please have the article number of the wrong item ready. After receipt of your return, a credit note or replacement delivery will be made as agreed. In this case you will get a prepaid return label from our customer service so you don´t have to pay for the return.

I HAVE RECEIVED A DAMAGED ITEM

We are sorry that your order was not faultless. If an item delivered by us is damaged or not in order in any way, please contact our customer service immediately. Please understand that, especially in the case of such feedback, we require corresponding pictures of your complaint in advance to check the facts so that damage on your part can also be ruled out immediately. Please understand that we need pictures of your complaint in order to check the facts of the case, so that we can immediately exclude any damage on your part.

If the damage is due to a damaged package, please also send us photos of the damaged packaging, as we must claim this damage from our shipping partner. As soon as we have received the item and it has been checked, we will issue a credit note or make a replacement delivery as agreed. In the event of a justified complaint, our customer service will send you a prepaid return label so you don´t have to pay for the return shipment. You can then return the article with the reason for return "Damaged item received".

Note: Unannounced returns with this reason will be thoroughly checked by us for truthful complaints. Please note that the individual processes are recorded internally and can be easily traced. Customers who make unjustified accusations (self-induced complaints) are blocked by us and must also reckon with legal consequences.

YOU WOULD LIKE TO CHANGE YOUR DELIVERY ADDRESS AFTERWARDS

Please check if your personal details in your customer account are up to date before placing an order. You have accidentally entered a wrong, incomplete or even an old address and would now like to adjust the delivery address? In principle, the delivery address for completed orders cannot be changed later. If you have not yet received a shipping confirmation, we usually still have the possibility to correct the address for you. Please contact our customer service immediately via the hotline or by e-mail. If your package is already on its way to you and it cannot be redirected at DHL or UPS, an unsuccessful delivery will come back to us as a return.

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Customer Service

Send us an e-mail and we will get back to you as soon as possible.

You can also contact us by phone on the international free Hotline: 00800 227 46 373
Mon. - Thurs. 10:00 to 13:00 / 14:00 to 16:00 / Fri. from 10:00 to 14:00

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FTC Cashmere Stylebook