Merchant policy
Returns, refunds, and product issues
Swiss law does not provide a general change-of-mind cancellation right for online purchases. We nevertheless offer the voluntary return option below for eligible goods.
Effective · Version 2026-08-26
Voluntary 14-day returns
You may ask to return a non-personalized item within 14 calendar days after delivery if it is unused, unworn, unwashed, and in its original condition. Email us before sending anything back and include the order reference, the item, and the reason for the return.
A return requires our prior authorization and the return instructions we provide. An authorized return must be dispatched within 14 calendar days after authorization. Do not send a return to the fulfillment partner or the seller address unless the instructions expressly tell you to do so.
For a change-of-mind return, you pay the return postage and remain responsible for the parcel until it is received. After an eligible return is received and inspected, we refund the returned item price to the original payment method. Original outbound shipping and return postage are not refunded unless the item was defective, damaged, misprinted, or incorrect.
Items outside the voluntary return option
Personalized or custom-made goods cannot be returned for a change of mind. An item that has been worn beyond trying it on, washed, altered, damaged after delivery, or returned without authorization may also be refused.
These exclusions do not apply where an item is defective, damaged in transit, misprinted, or different from what was ordered, and they do not limit rights that cannot be excluded by law.
Defective, damaged, misprinted, or incorrect items
Contact us promptly—ideally within 30 days after delivery—with the order reference, a description of the problem, and clear photographs. We will assess the issue and, when justified, arrange an appropriate remedy such as a replacement, repair, price reduction, or refund.
If we require a faulty or incorrect item to be returned, we provide instructions and cover reasonable return postage. Please do not return it before receiving authorization.
The voluntary process and preferred 30-day reporting window do not reduce the mandatory Swiss defect framework. Applicable statutory warranty periods, including the two-year framework for movable goods, and remedies remain unaffected.
Refund timing
Approved refunds are submitted to the original payment method without undue delay after the return or claim is resolved. Stripe and the card issuer or bank may need additional time to display the credit.