If your parcel is lost, please contact the customer support of the Swiss post.
If the package 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 following 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(s) 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 any damage or costs caused by unauthorized third-parties gaining access to your account.
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 factors.
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.
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).
Please make sure that your card is valid and has sufficient funds. You must enter your 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.
