Frequently asked questions

Transaction amounts and product prices are always calculated in the local currency of the delivery country. Prices always include VAT.

When the order is placed, the amount is only pre-authorised. The amount will be charged on the date the items are shipped.

We accept all major credit and prepaid cards (Visa, MasterCard, Diners, American Express, Maestro, JCB), as well as PayPal, PayPal Express, Google Pay, Apple Pay and Klarna.

The highest levels of security in the protection of personal and payment data are guaranteed through a secure connection that uses SSL/TLS certificates to protect the information of every user.

If you used a credit card, carefully check the information you provided: number, type of card selected, and expiry date. If the payment is refused again, please contact our Customer Service for more detailed assistance.

The CVV (Card Verification Value) code is a security measure against fraud that helps verify the cardholder's identity. On MasterCard and Visa cards, this code is printed on the back near the area for the signature, and consists of 3 digits. On American Express cards, the code is printed on the front and consists of 4 digits.

The order confirmation email includes a tracking number, allowing you to follow the shipment in real time on the courier’s website. If you have a My Account, you can also track your order directly from the My Orders section.

Shipping usually takes 8 working days and costs 25 CHF for orders under 110 CHF. Shipping is free for orders over 110 CHF. Products are delivered by courier Monday to Friday during business hours. Shipments and deliveries are not made on Saturdays, Sundays, or national holidays. Always choose an address where someone is available to collect the package. If you prefer to have your order delivered to your workplace or to a concierge, please also provide the company name or the contact person’s details.

Changes can be made before the warehouse has finished processing the order. If you change your mind, we recommend that you contact Customer Care immediately, who will check the status of your order. In any case, you can request a return within 14 days of delivery, for any reason. Further details are available in Returns and Refunds and Terms and Conditions.

After the first delivery attempt, the courier will leave a notice indicating the pickup point where your order will be deposited. If the order is not collected from the pickup point, the parcel will be returned to our warehouse after a few days and the order will be refunded.