FAQs

Please check that your browser is able to save cookies and doesn‘t block them. If the issue persists, feel free to contact us and we‘ll try to resolve this problem.

Absolutely! You can pay in advance with a bank transfer or a Swiss QR bill depending on what country you are in. Please note that this will extend the time until your order is shipped since we‘ll wait for your payment until we start processing your order. We‘ll let you know when your order is processing and when it‘s shipped.

We support Apple Pay and some browser payment methods. If you don’t see the apple pay option, make sure that you have enabled “Check for Apple Pay” in your safari settings. This allows our site to check wether you have set up apple pay or not (and show you the apple pay option if you have).

It‘s currently not possible for customers to change the billing/shipping addresses individually. If you‘d like to send your order as a gift, simply enter the receiver‘s address and pay using your preferred payment method. If you really need to use two individual addresses for some reason (eg. taxes), please don‘t hesitate to contact us and we‘ll place your special order:

1. Visit our Help Center
2. Select „Placing orders“
3. Select „E-Mail“ (Placing orders with different billing/shipping countries isn‘t currently available via phone call)

Your support agent will place your order ASAP. To speed up the process, please make sure to include all of the following information in your E-Mail:

• Order:
  • A list with all items you‘d like to order, along with the quantity
  • The cart total (for verification purposes)
• Billing:
  • Name
  • Full Address
  • Country
• Shipping:
  • Name
  • Full Address
  • Country
• Other:
  • Account Support PIN to add the order to your existing account (optional)
  • Additional requests (optional)
  • The following quote: “I hereby place the aforementioned order with payment obligation and therefore accept the terms and conditions of Edition Bossard Wettstein.”

Please note the following when ordering via E-Mail:

• You can’t choose between shipping methods. The cheapest option will be selected and billed.
• You can’t choose between payment methods. “Bank transfer” or “Swiss QR-Bill” will be selected according to the billing country. We’ll start processing your order as soon as the bank transfer is completed by your bank.
• When placing an order via E-Mail, the time required to complete the order may be extended by several days compared to ordering through the online store.

You‘ll see a button for that on the checkout page. Please note that some voucher codes may be limited to certain users, number of uses or other limitations.

Voucher codes are case-sensitive.

To change your country, use one of the following methods:

• At the checkout page (Recommended)
• By clicking here (May not work on older browsers)

If you have selected to pay using a Swiss QR bill, we have also sent you our credentials via E-Mail. If necessary, you can also use our Swiss QR Generator tool to instantly generate a new bill for free.

Feel free to add aditional information and requests to your order on the checkout page. We‘ll see what we can do.

Please contact customer support. Include as many details of your order as possible to verify that you are the person that placed the order. Include these things if you can:

• The date and time you placed the order
• The shipping address
  • The total price of your order
  • A list of all items of your order and their quantities
  • The payment method you used (And the last 4 digits of the credit card if you paid with card)
  • A screenshot of the order confirmation page
• A screenshot of the charge in your bank statement

You can now choose your preferred currency. Swiss francs, euros and US dollars are your available options.

Afterwards, all prices in the shop are displayed in the selected currency until you switch to the checkout page.

All orders must be paid for with Swiss francs. The prices in euros and US dollars are only indicative. The exchange rates are updated daily and their accuracy is not guaranteed.

Check with your bank for possible foreign currency fees when paying with non-CHF accounts.

No, you can place orders as a guest, but you get more features with your account. Learn more.

Absolutely! Here‘s why:

1. Your connection to our server is encrypted
2. Your personal data is encrypted on our server
3. Your credit card information is encrypted and directly being sent to our payment provider (Stripe) where the payment is automatically, securely and instantly processed. We cannot access information such as your card number (apart from the last four digits) in any case.
4. We don‘t sell any of your personal data
5. If you decide to save your card information for future use, it‘s being saved in an encrypted form. You‘re the only person that can decrypt and use the saved card. No one can view your card details – including us and even you.
6. Your data is saved on our server in Switzerland.

If you have any questions, please don‘t hesitate to ask – we‘re happy to help.

If you try to change your country but it keeps resetting, make sure that your browser is up to date and that it doesn‘t block cookies. Try using a different browser. Do not use incognito mode/private window or content blockers as they sometimes mistakenly detect cookies like those as trackers and block them.

If this doesn’t help, you can try creating an account/signing in to your account and change the country again. Or of course, simply try again or use the checkout page.

If nothing helps, you can always contact us and we‘ll be happy to assist you.

Please make sure that your credit card is valid and has sufficient funds. You must enter your credit card number, expiration date and security code exactly as on the card. Contact your bank to ensure that your card can be used for online payments.

We currently do not offer our services or products to customers in Russia. Other than that, we offer worldwide shipping via Swiss Post. That means we technically ship to every country but Russia as long as the Swiss Post is able to find and access your address.

Orders are usually shipped within two working days, provided that all items are in stock. Depending on the country, you receive your order within 3-10 working days:

Switzerland: up to 3 days
Europe: up to 5 days
International: up to 10 days

All information without guarantee.

You will receive an email as soon as your order has been shipped. If you placed your order through your account, you can also view the status on your dashboard (the status “completed” means that the order has been shipped).

If you have any further questions or cannot see the status, simply contact us.

Yes! All parcels are under the „pro clima“ label and therefore are carbon neutral. Learn more.

If the shipment is lost, please contact the customer support of the swiss post.

If the shipment was returned to us, you can either cancel your order and get a full refund* or you can request another delivery attempt** which will cost you as much as the shipping costs of your order. We will contact you via E-Mail if your order was returned to us and you can decide how you‘d like to proceed.

*Learn what‘s included
**If you‘ve already requested two additional delivery attempts and all three in total were unsuccessful, you can only cancel your order and not request another delivery attempt. You will get a full refund* when cancelling your order.

The shipping costs, which are indicated on Google Shopping, are estimated minimum values. Only at checkout on our website will the exact shipping costs be calculated based on your shipping address, the estimated total weight of the parcel and more. In most cases, you then have the choice of several options with different prices (the more expensive the shipping, the shorter the transit time).

We are currently experiencing issues with the order tracking, but we‘re working on resolving it as quickly as possible.

After we have prepared your order, it is ready for shipment. This means that the shipment will be handed over to the Swiss Post or has already been handed over, but the post office has not yet registered the shipment yet and therefore the parcel tracking is not available. We cannot speed up this process, but we still take handle your package with the utmost care. We recommend you to simply check again after a few hours.

If there is still no update available 48 hours after you receive the tracking number, you can contact us and we‘ll be happy to help.

Your item may be eligible for a return and full refund (minus taxes and shipping). To return a product, you‘ll have to register the return first. If you placed your order using your account, you‘ll see a button on your dashboard next to your order to register the return. If you don‘t have this button, the warranty might have expired. In that case, you‘ll have to contact us via E-Mail. If you don‘t have an account, you‘ll also have to contact us via E-Mail to register your return. Our return policy applies.

After we approved your return request and inspected your returned orders, you‘ll get a full refund or a partial refund in the form of a voucher code in most cases. Conditions apply.

Orders are being processed immediately after placing them and all orders are final. Therefore, cancellation isn‘t a standard procedure and usually not possible without a valid reason.

If you still want to cancel your order, check your order status by either checking your account page or your E-Mail inbox. If the order isn‘t already completed (shipped), visit our help center to send us an E-Mail. In the E-Mail, include the following:

• Order number
• The reason why you‘d like to cancel your order
• If you haven‘t ordered as a guest: Please generate and include a support pin.

Please use the same E-Mail address you used when ordering. When submitting your request, no matter if it‘s through our website or via E-Mail, you accept our terms and our return policy.

If your order is already completed, we cannot cancel it for you anymore. In that case, please wait for the order to arrive and immediately register it for a return using your account page or our help center. Do not open the package.

If your order cancellation request gets accepted, we may charge you a cancellation fee of a reasonable amount. The cancellation fee will be subtracted from your refund.

Please visit the help center to send us an E-Mail and we‘ll be happy to look into your request. Please include the following:

• Your order number
• A list of the item(s) you‘d like to return
• The reason why you were unsatisfied
• Would you rather receive a replacement (if available) or a voucher code (according to our return policy)?

Please use the same E-Mail address you used when ordering. When submitting your request, no matter if it‘s through our website or via E-Mail, you accept our terms and our return policy.

A full refund means that you are being refunded the full price of the item minus taxes. Shipping costs will not be refunded.

If you are unable to register a return using your account page because there is no button, it is possible that your warranty has expired or that your order is not eligible for returning.

While these news may be frustrating, you can always visit our help center to contact us and we‘ll be happy to look into it. Simply send us an E-Mail and include the following:

• Your order number
• A list of the item(s) you‘d like to return
• The reason why you were unsatisfied
• Would you rather receive a replacement (if available) or a voucher code (according to our return policy)?
• If you haven‘t ordered as a guest: Please generate and include a support pin.

Please use the same E-Mail address you used when ordering. When submitting your request, no matter if it‘s through our website or via E-Mail, you accept our terms and our return policy.

Currently, if you want to delete your account, you‘ll have to contact us via E-Mail. Make sure to include your support pin in your E-Mail. It’s used to verify your ownership. Please note that your orders and data related to your orders will not be deleted if you delete your account. This may include personal data like your full name, address, order history and more.

If you decide to delete your account, you’ll lose access to your account dashboard and some other features. Your saved addresses and credit cards will be deleted, and you won’t be able to sign in using your account anymore.

Please note that we can only delete your account after all your orders are completed. We are unable to restore deleted accounts.

If you think an unauthorized person has gotten in to your account, we recommend you to follow these steps:

1. Change your password. If the person that got in to your account did that and you‘re unable to sign in, reset the password.
2. Notify customer support via the help center.
3. If the unauthorized person has placed any orders, cancel them immediately by telling the customer support (include your support pin) or using your account dashboard (if available). If the order(s) has/have already been shipped, leave the package unopened, register a return and send the orders back to us in order to get a refund according to our return policy.

To prevent this from happening, we recommend you to choose a strong and secure password you haven‘t used before. We are not liable for the damage and costs caused by the unauthorized third-parties that sign in to your account by knowing your password.

You get more features:

• View all your orders at a glance in your dashboard
• Save your payment methods and addresses for later
• Register your returns using your dashboard instead of email
• Cross-device cart syncing
• And more

Once your support pin expires after 72 hours or after you revoked it, it can‘t be used anymore. You‘ll have to generate a new one on the “My Account” page to verify your account‘s ownership.

Please do not share your support pin with anyone but the official customer support.

Of course! Your card information will be encrypted making it impossible for anyone to decrypt them again – except for you. No one can ever view your card information – not even us or you! You‘re the only person that will be able to decrypt and use your card.

By the way: You can delete your saved cards at any time in your account settings.

If you have any questions, please don‘t hesitate to ask. We‘re happy to help.

The support pin can be found on your account page. It‘s used to verify the ownership of your account when you contact support, so never share it with anyone but the official customer support!

If you believe that someone else has your support pin, you can regenerate it. By doing this, you‘ll get a new pin that is valid for 72 hours.