Order
I ordered but didn't receive a confirmation email. What should I do?
Your confirmation may be in your spam folder. If you cannot find it there, the email address you provided us with may not be correct. In this case, you can contact us directly at: support@suissechaine.ch with your order number.
To which countries can I order suissechaÎne.?
Our products are currently available in Switzerland, Germany, Austria, the Principality of Liechtenstein, France and Italy. If you wish to order to another country, you can contact our customer service via email: support@suissechaine.ch .
Can I cancel my order?
Our logistics center starts processing very quickly, so unfortunately we cannot make changes to most orders. Please contact our customer service immediately with your order information at support@suissechaine.ch . We will do our best to process your cancellation request satisfactorily.
How can I contact customer service?
You can contact us at any time - we look forward to your inquiry and any form of feedback. Send us your email to support@suissechaine.ch .
payment
What payment options do you offer?
We offer Apple Pay, Google Pay, Twint, PayPal, Maestro, Master Card and Visa as payment options.
What do I do if my payment is declined?
If your payment is declined, first check your credit card information:
1. Check that the information you have entered is correct. In particular, remember to check your card number and its expiration date.
2. Make sure you have not made a mistake when entering your card's security code. This is the three-digit number that appears on the back of the card.
3. Check with your bank.
4. You can also try another payment method by accessing your account and clicking on the declined payment order.
If you have followed all the steps above and your payment is still declined, please contact our customer service.
How do I use a voucher code?
To redeem a voucher code, go to the checkout in your shopping cart and enter your voucher code in the discount code button. This will then be deducted directly.
How can I contact customer service?
You can contact us at any time - we look forward to your inquiry and any form of feedback. Send us your email to support@suissechaine.ch .
Delivery
How long does it take for my order to arrive?
We process and ship orders Monday to Friday (excluding holidays). Orders placed on Friday will be shipped on Monday. If your order is placed before 12pm, it will be shipped the same day. Orders placed after that will be processed the following business day. Please note that during periods of high demand, your order may take a little longer to process.
Orders within Switzerland are delivered within 1-2 working days by Swiss Post.
Orders to other countries are usually delivered within 2-4 working days with Deutsche Post.
Unfortunately, we have no influence on delays on the part of our delivery service and ask for your understanding if such a case should occur.
What are the delivery prices?
Orders within Switzerland and the Principality of Liechtenstein are free of charge.
Orders to Germany, Austria, France and Italy cost 3.70 euros with standard shipping.
My goods were damaged during shipping. What can I do?
We apologize for the inconvenience. We have high standards and take the greatest care when it comes to the quality, packaging and delivery of your order. However, sometimes mistakes cannot be avoided. In these cases, please contact our customer service immediately, who will process your request as quickly as possible. You can reach our customer service via email at support@suissechaine.ch .
What do I do if I don't receive my package?
If you have not received your order after 7 working days, we recommend that you contact customer service.
How can I contact customer service?
You can contact us at any time - we look forward to your inquiry and any form of feedback. Send us your email to support@suissechaine.ch .
Returns & Refunds
How do I register a return and does it cost me anything?
You have 14 days to cancel your purchase. You can register your return via our customer service:
Please use the following address for return shipping:
PO Box 2, 5102 Rupperswil, Switzerland
In Switzerland, the return cost is 3.70 CHF. For all other countries, the return cost is 3.70 Euro.
When and how will my payment be refunded?
Once we have received and carefully checked your return, the amount will be refunded. This usually happens within a few working days, but no later than 14 days. The refund will be made to the payment method you originally used.
How can I contact customer service?
You can contact us at any time - we look forward to your inquiry and any form of feedback. Send us your email to support@suissechaine.ch .
