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).
Archives: FAQs
Why was my credit card declined?
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.
What happens when I revoke my support pin or when it expires?
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.
Where can I find my support pin and what is it used for?
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.
How can I delete my account?
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.
Adding items to the cart or other parts of the website don‘t work. What do I do?
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.
Do you ship to my country?
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.
Can I place an order without a credit card?
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.
I want to return a product but I don‘t have an account. What do I do?
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.
An item in my order has a manufacturing fault or something else with it is wrong. What do I do?
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.