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, first check your order status by either checking your account page or your E-Mail inbox.
Select your order status to learn how to continue:
«Processing» (or similar; not yet shipped)
Send us an E-Mail including the following information using our help center:
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.
«Completed» (shipped)
We cannot cancel orders that have already been shipped. In such a case, please wait for the order to arrive. Then, register it for a return ASAP using your account page or our help center. Please do not open the package. Our logo and an invoice stating the contents are attached to the package. Use it to identify your order.
If your order cancellation request gets accepted, we may charge you a cancellation fee of up to CHF 10.00 according to our terms and conditions. The cancellation fee will be subtracted from your refund.
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.
If your parcel 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 refund* or you can request another delivery attempt which will cost you as much as the first attempt. We will contact you via E-Mail when your order was returned to us, and you then have seven days to request an additional delivery attempt before we cancel your order.
Your order also gets cancelled after its third failed delivery attempt, resulting in a refund.*
*Learn what‘s included
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
If you think an unauthorized person has gotten in to your account, we recommend you to follow these steps:
- Change your password. If the person that got in to your account did that and you‘re unable to sign in, reset the password.
- Notify customer support via the help center.
- 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.
Yes! All parcels are under the „pro clima“ label and therefore are carbon neutral. Learn more.
A full refund means that you are being refunded the full price of the items in your order. Depending on the reason, taxes and shipping costs may not be refunded and processing fees of up to CHF 10.00 may be subtracted from your refund according to our terms and conditions.
Feel free to add aditional information and requests to your order on the checkout page. We‘ll see what we can do.
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.
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.
