FAQs
FREQUENTLY ASKED QUESTIONS (FAQ)
DO YOU ALSO SHIP OVERSEAS?
No, not for the moment. We only ship to Switzerland.
HOW MUCH ARE THE SHIPPING FEES ?
Delivery costs are FREE for all orders over 50 francs.
WHAT ARE THE PREPARATION AND SHIPPING TIMES?
Orders are delivered within 3 to 5 business days.
HOW CAN I CHECK THE STATUS OF MY ORDER?
After an order has been placed, it is sent as quickly as possible to one of our shipping centers, from where your item will be shipped.
We will send you a confirmation email as soon as your package is shipped. You can then check the progress of the delivery on our website in the “Track my order” tab using your email address and your order number.
HOW TO ORDER ?
Simply choose your items and click the "ADD TO CART" button, start again for each item, then go to your cart and follow the steps to complete your order until payment. We will prepare it and send you an order confirmation email.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa and Mastercard bank cards. Checks and transfers are not accepted.
IS THE PAYMENT SECURED ?
Absolutely, our store is completely secure and we have an SSL encryption system to protect your personal and confidential data. We used the secure payment systems of Stripe and Paypal.
I STILL HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?
Have you received shipping confirmation for your order? If your order has been shipped more than 2 weeks ago, contact us with your order number, we will launch an investigation and get back to you within 48 hours.
I ORDERED SEVERAL ITEMS AND I ONLY RECEIVED PART OF MY ORDER, IS THIS NORMAL?
No, this is not normal. If this should happen, please contact us to resolve this problem.
I RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO?
We are sorry, unfortunately this can happen. Please contact us, explaining the problem and attaching a photo as proof, we will do our best to find a solution. Note that for any food item, if it is opened, it will not be refunded.
I AM NOT SATISFIED WITH MY ORDER, CAN I GET A REFUND?
For food products, in order to respect hygiene standards and food rules, you unfortunately cannot be reimbursed in the event of dissatisfaction.
For any other product, you have 10 days from the date of receipt of your order to return any product that does not give you complete satisfaction.
You must print the withdrawal form, send it to us by email and return your items to the address indicated (a returns number will be communicated to you before return).
The return is made exclusively by post to our address and the return costs remain your responsibility, communicated by email in return for your request. Upon receipt your order will be fully refunded.
To find out more, we invite you to consult the Returns page.
WHAT ARE THE CONDITIONS TO BENEFIT FROM THE “SATISFIED OR REFUNDED” GUARANTEE?
You must be within 10 days from the date of receipt of your order to be able to benefit from the "Satisfied or Refunded" guarantee, you must contact us before any return in order to follow the procedure indicated and the product must be sent to us be returned in its original condition and packaging.
IN WHICH CASES CANNOT BE REFUNDED?
- If the product has been used and is therefore not resalable as is.
- If the shipment has not arrived at its destination due to an error in the delivery address indicated when ordering.
- If the returns process has not been respected.
To find out more, we invite you to consult the return page.