FAQ packages and shipping
Frequently Asked Questions
Find answers to common questions about shipping, Track & Trace, delayed deliveries, damaged parcels and changing your delivery details.
Where is my package?
Please check your Track & Trace link for the latest delivery status of your parcel.
Your Track & Trace information is sent by email once your order has been shipped. Please also check your spam or junk folder, as the email may occasionally end up there.
The Track & Trace page usually contains the most recent information directly from the courier.
Where can I find my Track & Trace information?
Your Track & Trace link is sent by email to the email address you provided with your order.
If you cannot find the email, please:
- Check your inbox.
- Check your spam or junk folder.
- Make sure you are checking the email address used when placing the order.
My package has not been delivered yet
Please first check your Track & Trace information for the latest delivery update.
Occasionally, couriers may experience delays due to high parcel volumes or other circumstances. In these cases, your delivery may arrive later than originally expected.
We recommend keeping an eye on the Track & Trace page. If you need more information about the current delivery status, you can contact the courier directly.
If there has been no change in your Track & Trace status for 4 days, please contact our Customer Service team. We can then check whether an investigation with the courier needs to be started.
If you have already contacted us, please reply to the email you received from our Customer Service team so we can keep all information together in one conversation.
My package is delayed
Please check your Track & Trace information regularly for the latest delivery update.
Sometimes couriers experience delays because they are busier than usual or because of circumstances within their delivery network. They will do their best to deliver your parcel as soon as possible.
If needed, you can contact the courier directly for more information.
If the Track & Trace status has not changed for 4 days, please contact our Customer Service team so we can determine whether an investigation can be started.
If you have already contacted us, please reply to the email you received from our Customer Service team so we can keep all information together in one conversation.
My package is marked as delivered, but I have not received it
If your Track & Trace information shows that your parcel has been delivered but you cannot find it, please check the following first:
- Check your Track & Trace information for any additional delivery notes or information about where the parcel was left.
- Ask your neighbours whether they accepted the parcel for you.
- Check around your property for a safe place where the courier may have left the parcel, such as behind bins, gates, garden furniture, plant pots or other sheltered areas.
- Contact the courier directly to ask for more information about the delivery.
If you have completed these steps and still cannot find your parcel, please contact our Customer Service team.
When contacting us, please let us know that you have checked the Track & Trace information, asked your neighbours, checked around the delivery address and contacted the courier. We need this information before we can start an investigation with the courier.
If you have already contacted us, please reply to the email you received from our Customer Service team so we can keep all information together in one conversation.
My package or products arrived damaged
We are sorry that your order arrived damaged. Although parcels are packed carefully, damage can occasionally occur during transport.
Please take clear photos of:
- The damaged product or products.
- The shipping box or packaging.
- Any visible damage to the outside of the parcel.
Please send these photos together with your order details to our Customer Service team. They will review the situation and help you with the next steps.
Please reply to the email you received from our Customer Service team and attach the photos there. This helps us keep all information together in one conversation.
How can I change my address or contact details?
You can update your contact information and address by logging into your account and changing your details there.
Updating the address in your account does not automatically change the delivery address of an order that has already been shipped.
My package has already been shipped. Can I still change the delivery address?
Once your parcel has been handed over to the courier, we are unfortunately unable to directly change the delivery details.
If you need to change the delivery address or delivery instructions, please contact the courier as soon as possible. Depending on the courier and the current delivery status, they may still be able to make the change.
Contacting the courier directly is usually the fastest and most effective solution because they are responsible for the parcel once it has entered their delivery network.
If the courier cannot resolve the issue and the parcel cannot be delivered or located, please contact our Customer Service team. If necessary, we can start an investigation with the courier.
If you have already contacted us, please reply to the email you received from our Customer Service team so we can keep all information together in one conversation.
How does shipping to Switzerland work?
We offer home delivery to Switzerland with no additional shipping or customs costs upon delivery. We take care of the shipping and customs process for you, so there are no unexpected charges at the door.
How are orders to Switzerland shipped?
We collect all orders for Switzerland and ship them once a week. Because additional customs documentation is required, preparing these shipments takes approximately 1–2 business days.
When will my order be shipped?
- Orders placed before Wednesday at 16:00 are processed that week and shipped to Switzerland on Friday.
- Orders placed on Thursday or Friday will be included in the following week's shipment.
Customs clearance usually takes place on the following Monday or Tuesday. Delivery normally follows shortly afterwards, assuming there are no delays.
Once your parcel has entered the delivery process in Switzerland, you will receive your Track & Trace information from Asendia. Please also check your spam or junk folder if you cannot find the email.
You do not need to pay additional customs, import or delivery charges when your order arrives. We arrange these costs as part of our delivery service to Switzerland.
If you have another question about your Swiss delivery, please contact our Customer Service team.
Please reply to the email you received from our Customer Service team instead of submitting a new request. This helps us keep all information about your order together in one conversation.
