FREQUENTLY ASKED QUESTIONS
How to return my order during Outlet Sale?
During our Outlet Sale, you are required to cover return costs but it's all made easy with the prepaid label you will find in your order. Simply follow the steps in our Returns and Exchanges once your parcel arrived and processed in our warehouse you will be refund within 15 days, 7CHF will be withheld from your refund as per the return fees.
When will my favourite piece be back in stock?
Stock is added regularly for the current collection (depending on the specific item). Watch out though, because this does not happen very often during sales!
We therefore suggest that you subscribe to our waiting lists.
To do this, click on "Unavailable size" at the level of the desired model, fill in the size and your email address before validating.
As soon as the item is available again in the chosen size, you will get an alert email!
There is an error with my parcel, what should I do?
We are sincerely sorry that there was an error with your parcel. We always take a lot of care with your parcels and want to improve our processes, so we perform multiple checks when we process these.
However, if you have encountered an issue, you have 30 days from the date of receipt to return your order to us. Once we receive your returned item back at our warehouse, you will be refunded within 7 days. Feel free to check the Returns and exchanges section if you want to know more about the methods!
If you have exceeded the 30 days period, or if you have a question, please contact customer service by phone on +41 225 675 809 (service and call are free) or via our contact form !
NB : Unfortunately you cannot exchange items with our warehouse.
There is a quality issue with the item I received, what should I do?
If you notice an issue with your item in the 30 days after you received it, please send it back to us using the prepaid label included with your parcel.
Remember to include your delivery slip as well as the reason for your return in your return parcel. Once our logistics team has confirmed that your item has returned to us, we will send your refund directly to the bank account you used for the purchase. Generally, refunds take 48 hours (7 days at most) depending on interbank delays.
If 30 days have already passed, please contact our customer service so you can settle on a solution together. We need the following details to help us process your request as best as possible:
- Your contact details
- Your order number
- Name of the item in question
- Photos of the problem
Our teams are available by phone on +41 225 675 809 (service and call are free) from Monday to Friday from 9 a.m. to 5 p.m. and Saturdays from 10 a.m. to 5 p.m. or by email via our contact form.
NB : Unfortunately you cannot exchange an item with our warehouse.
If I return a model, when will I get my refund?
After receipt and processing of your return package by our logistics teams, your refund will be made within 48 hours (7 days maximum). This period may be extended depending on interbank delays and during periods of high commercial activity. The bank account used at the time of payment will be credited with the sum of the returned items.
My parcel has arrived back at your warehouse but I have not been reimbursed?
Once your parcel has been received by our warehouse, you will receive your within 48 hours (7 days maximum). It may take longer depending on delays between banks and at times of increased sales activity. Your bank account will be credited again with the money from the returned items. If you still haven't been given your refund after 10 working days, please contact customer service to find a solution.
Not sure about your order status?
From Monday to Friday: 9am to 7pm
Saturday: 10am to 5pm
By phone :
+41 225 675 809
By email :
By sending a message via our form
with an advisor