Información sobre envíos y entregas internacionales

Auténtica calidad suiza, entregada en todo el mundo

En SwissMade.Direct, hemos pasado de ser un simple transportista a ser su socio en el comercio mundial. En el complejo entorno logístico internacional actual, estamos comprometidos con la transparencia, la precisión de los datos y la garantía de que sus auténticos productos suizos lleguen de forma segura y eficiente.

Lea atentamente esta política. Al realizar un pedido, acepta los términos que se indican a continuación en relación con los plazos de envío, las responsabilidades aduaneras y la disponibilidad de los productos.

Quick Overview

Dispatch: Within 10 business days of payment confirmation. We source fresh from Swiss producers, no old stock.

Carriers: FedEx · Spring GDS (PostNL network) · DSV, selected per destination and method at checkout.

Shipping terms: All orders ship DAP (Delivered at Place). You are responsible for all import duties, taxes, and customs fees in your country. We do not use IOSS.

DDP (duties included): Not a standard option. Available only on special written request.

Perishables: Premium Priority strongly recommended for chocolate, cheese, and food items.

Damaged orders: Email info@swissmade.direct with photos within 24 hours of delivery.

Questions? info@swissmade.direct · +41 81 740 46 94

1. Dispatch Commitment & Product Availability

How SwissMade.Direct Shipping Works

SwissMade.Direct ships authentic Swiss products worldwide, directly from Switzerland via FedEx, Spring GDS, and DSV. All orders are sent under Incoterms 2020 DAP. Import duties, taxes, and customs fees are the responsibility of the recipient. We source fresh from Swiss producers, pack at our Swiss facility, file export documentation digitally, and hand your parcel to the carrier with tracking.

We do not stockpile inventory. Your products are retrieved directly from the producer after you order, guaranteeing maximum shelf life and the quality Switzerland is known for. This fresh-sourcing model requires a 10-business-day dispatch window from payment confirmation.

The "10-Business-Day" Dispatch Goal

We commit to dispatching your order within 10 business days of payment confirmation.

What is "Fulfillment"?

We define fulfillment as the successful handover of your properly documented order to the carrier.

Why 10 Days?

Unlike retailers with warehouses full of aging stock, we source fresh products directly from Swiss manufacturers after you order. This guarantees you receive maximum shelf life and the freshest possible products.

If Products Are Unavailable:

If a product is temporarily unavailable from the producer or does not meet our shelf-life standards, we contact you immediately with options, either a replacement, a partial shipment, or a full refund for the affected item.

Your Rights:

If we fail to dispatch or notify you of a delay within 10 business days, you are entitled to a full refund upon request.

From Order to Doorstep

Order confirmed - You receive a confirmation email with your order details and estimated timeline.
Fresh sourcing - We retrieve your products directly from the Swiss producer.
Quality packing - Your order is packed at our facility in Switzerland with protective, right-sized packaging. Heat-sensitive items receive additional protection.
Export documentation - All required export declarations and digital customs data are filed before the shipping label is printed, including region-specific filings (e.g., FDA Prior Notice for US food shipments).
Carrier handover & tracking - Your parcel is handed to the assigned carrier (FedEx, Spring GDS, or DSV). You receive a tracking notification by email.
Customs clearance - Your shipment passes through customs in the destination country. As the Importer of Record, you are responsible for any duties, taxes, or fees required for release.
Delivery - Your authentic Swiss products arrive at your door.

Urgent & Date-Specific Orders

Need your chocolate or gift for a birthday, holiday, or special event?

⚠️ Order Notes ≠ Guarantee

Writing a date in the "Order Notes" at checkout is a non-binding request, not a contractual guarantee.

How to Secure a Deadline:

Contact us within 24 hours of ordering
Receive written confirmation from our team that we can meet your date

Without explicit confirmation, standard dispatch timelines apply.

2. Shipping Methods

SwissMade.Direct offers two shipping tiers. The exact shipping cost is calculated at checkout based on your order weight, dimensions, and destination. We consolidate your items into efficient single shipments to reduce fees, protect products, and lower environmental impact.

Standard Shipping

Best for: Non-perishable Swiss products - watches, cosmetics, household goods, dry foods, accessories
Tracking: Milestone tracking (key transit checkpoints visible; not full scan-by-scan detail)
Weight limit: Up to 2 kg per parcel
Signature: No signature on delivery
Compensation: No carrier compensation for loss or damage included in this tier
Transit time: Typically 10–15 business days after dispatch, depending on destination and customs processing
Climate impact: Carbon-neutral shipping options available

Recommended

Premium Priority Shipping

Best for: Chocolate, cheese, perishable foods, time-sensitive orders, and high-value items
Carriers: FedEx, Spring GDS SIGN service, or DSV, selected per destination for optimal speed and reliability
Tracking: Full end-to-end tracking with detailed scan events
Weight limit: Up to 20 kg per parcel (Spring GDS SIGN); carrier-dependent for FedEx and DSV
Signature: Signature on delivery included
Compensation: Carrier compensation for loss or damage included
Transit time: Typically 3–7 business days after dispatch, depending on destination and customs processing
Climate-friendly options: Available through select carriers

⚠️ Important: Not recommended for chocolate, cheese, or other heat-sensitive products - especially during warmer months (April–September)

3. Duties, Taxes & Customs - Your Responsibilities

All SwissMade.Direct shipments are sent under Incoterms® 2020 DAP (Delivered at Place). This means you, the recipient, are the legal Importer of Record in your country. You are responsible for paying all import duties, taxes, VAT, and any brokerage or advancement fees charged by the carrier or customs authorities upon delivery.

SwissMade.Direct does not use IOSS.

What DAP Means in Practice

Our Responsibility (Exporter)	Your Responsibility (Importer)
Pack goods securely	Pay all local import duties, VAT, and taxes
File all export declarations and digital customs documentation	Provide Tax ID, CPF, EORI, or other identification if requested by customs
Hand parcel to the carrier on time with correct documentation	Accept delivery and pay any brokerage or customs clearance fees

Your responsibility includes all charges that arise once the shipment enters your country. This includes import duties, VAT or sales tax, consumption taxes, and any brokerage or customs clearance fees charged by the carrier or a local broker. These fees vary by country, product type, and declared value. They are not set, controlled, or collected by SwissMade.Direct.

DDP (Delivered Duty Paid)

DDP is not offered as a standard shipping option. It is available only upon special request and must be confirmed in writing by SwissMade.Direct before your order is shipped.

Unless you hold a written DDP confirmation from us, your order ships under DAP terms, and all import charges at the destination are your responsibility.

No Delivery Without Payment of Import Fees

Our carriers will not release your parcel until all required import duties, taxes, and fees have been paid.

If import charges remain unpaid:

The carrier will hold your parcel and attempt to contact you for payment
If payment is not made, the shipment may be returned, abandoned, or destroyed
No refund will be issued for the goods or the original shipping cost

Checkout Authorization

By completing your purchase on SwissMade.Direct, you explicitly acknowledge and accept:

Your shipment is sent under DAP terms unless a DDP arrangement has been confirmed in writing
You are responsible for all import duties, taxes, VAT, and brokerage or advancement fees in your country
You authorize SwissMade.Direct and its carriers to collect any unpaid import charges directly from you

5. Packaging & Perishable Products

Every order is packed at our facility in Switzerland with care and precision. We use right-sized packaging to eliminate wasted space, reduce shipping weight, and protect your products during transit. When you order multiple items, we consolidate them into a single shipment wherever possible, saving you on shipping costs and reducing the environmental footprint of your delivery.

Parcel consolidation: Multiple items ship together in one package whenever possible, reducing total shipments and emissions.

Chocolate, Cheese & Temperature-Sensitive Items

SwissMade.Direct ships Swiss chocolate, cheese, and perishable items worldwide using protective packaging and optimized carrier routing. We source all products fresh from producers (we never stockpile) to guarantee maximum shelf life on arrival. Premium Priority shipping is strongly recommended for all food orders to minimize transit time and heat exposure.

During warmer months, we take additional precautions with packaging for temperature-sensitive items. However, international shipping involves transit through varying climate conditions and potential customs holds that are beyond our control.

Perishable shipment liability: Once we have correctly packed and dispatched your order on time with appropriate protective packaging, SwissMade.Direct is not liable for quality changes (melting, spoilage, or degradation) caused by customs delays, carrier handling outside our control, or your unavailability to receive the package.

By ordering perishable products for international delivery, you explicitly accept this risk.

We will fully support you in cases of genuine carrier failure where evidence confirms the carrier was at fault.

6. Tracking Your Order

Every SwissMade.Direct shipment includes tracking. After your order is dispatched, you receive a tracking notification by email with your tracking number and a link to follow your parcel.

The level of tracking detail depends on your shipping method:

Standard (Spring GDS TRCK)

Milestone tracking, you see key transit events (dispatched, in transit, arrived at destination country, delivered). Not every intermediate scan is visible.

Premium Priority (FedEx / Spring GDS SIGN / DSV)

Full end-to-end tracking, detailed scan events at each stage, from pickup to delivery, including customs status updates.

Understanding Tracking Status Updates

"In Transit" - Your parcel is moving through the carrier network as expected.

"Clearance Delay" or "Held at Customs" - Your parcel is in a customs queue. This typically resolves within a few business days.

"Duties/Taxes Required" - You need to pay import charges before the carrier will release your parcel.

"Delivered" - Your parcel has arrived. Please inspect it immediately.

If your carrier contacts you requesting duty payment, please respond promptly to avoid further delays.

7. Risk Transfer & Fulfillment

SwissMade.Direct defines fulfillment as the successful handover of your properly packed and documented order to the assigned carrier (FedEx, Spring GDS, or DSV).

At the moment of carrier handover, the risk of loss, damage, or delay transfers to you as the recipient.

From this point, SwissMade.Direct's fulfillment obligation is complete. We have no control over carrier operations, customs processing, local delivery conditions, or import procedures in your country.

This does not mean we abandon you after dispatch. If issues arise during transit, we actively assist with carrier inquiries and customs resolution. But the legal responsibility for the shipment rests with you as the Importer of Record once the parcel is in the carrier's hands.

8. Lost, Damaged & Refused Shipments

Damaged Shipments

Inspect immediately upon delivery
Photograph the outer packaging and the damaged items clearly
Email info@swissmade.direct within 24 hours with photos

We will investigate with the carrier and may send a replacement or issue a refund depending on shipping method and carrier compensation.

Lost Shipments

If a shipment is officially confirmed as lost or destroyed by the carrier (and not due to unpaid duties), we will clarify with the carrier and either send a replacement or issue a refund.

Standard shipping does not include carrier compensation for loss or damage. Premium Priority includes carrier compensation.

Refused & Abandoned Shipments

If a package is returned, abandoned, or destroyed due to unpaid duties or refusal:

No refund will be issued for the goods or shipping cost
Return or destruction fees may be deducted
Unpaid duties may be re-billed to you

PREGUNTAS FRECUENTES: Respuestas rápidas para compradores inteligentes

Enviamos los pedidos en un plazo de 10 días laborables. Tras el envío, el envío estándar tarda entre 10 y 15 días laborables; el envío Premium Priority tarda entre 3 y 7 días laborables, dependiendo del destino y las aduanas.

Sí. Todos los envíos se envían DAP. Usted es responsable de los derechos de importación, el IVA y cualquier tasa en su país.

Utilizamos FedEx, Spring GDS (red PostNL) y DSV en función del destino y el método de envío.

Sí. Realizamos envíos a todo el mundo con embalaje protector. Se recomienda encarecidamente Premium Priority para artículos de alimentación.

Inspeccione inmediatamente, haga fotos y envíenos un correo electrónico en un plazo de 24 horas con su número de pedido y las imágenes.

El envío puede ser devuelto, abandonado o destruido. No se efectuará ningún reembolso y es posible que se le vuelvan a facturar los gastos.

¿Preguntas sobre su envío?

Correo electrónico: info@swissmade.direct

Servicio de atención al cliente: customers@swissmade.direct

Tel: +41 81 740 46 94

Swiss PostPac Delivery times, price zones
Country	Code	Price zones	Maximum weight (kg)	Delivery time (working days)
Afghanistan	AF	6	30	10–15
American Samoa	AS	5	20	10–15
Albania	AL	3	20	3–6
Algeria	DZ	5	20	5–7
Andorra	AD	2	30	3–5
Angola	AO	6	20	9–14
Anguilla	AI	6	20	8–12
Antigua and Barbuda	AG	6	20	8–12
Argentina	AR	5	20	5–8
Armenia	AM	5	30	5–10
Aruba	AW	6	20	8–12
Australia	AU	5	20	7–10
Austria	AT	1	30	2–5
Azerbaijan	AZ	5	30	8–15
Bahamas	BS	6	20	9–12
Bahrain	BH	5	30	10–12
Bangladesh	BD	6	20	10–12
Barbados	BB	6	20	9–12
Belarus	BY	3	30	4–8
Belgium	BE	1	30	3
Belize	BZ	6	25	8–12
Benin, Republic of	BJ	6	30	10–12
Bermuda	BM	6	20	9–12
Bhutan	BT	6	30	8–15
Bolivia	BO	6	20	7–10
Bonaire, Sint Eustatius, Saba	BQ	6	20	8–12
Bosnia and Herzegovina	BA	3	20	4–9
Botswana	BW	6	30	8–12
Brazil	BR	5	30	7–10
Brunei	BN	6	30	6–10
Bulgaria	BG	3	30	3–7
Burkina Faso	BF	6	30	5–10
Burundi	BI	6	30	10–12
Cambodia	KH	6	30	5–10
Cameroon	CM	6	30	4–8
Canada	CA	4	30	5–8
Cape Verde	CV	6	20	8–12
Cayman Islands	KY	6	10	9–13
Central African Republic	CF	6	30	9–14
Chad	TD	6	30	10–15
Chile	CL	6	30	4–9
China, People’s Republic of	CN	5	30	4–8
Cocos Islands (Keeling)	CC	5	20	5–8
Christmas Island	CX	6	30	12–20
Colombia	CO	6	30	5–10
Comoros	KM	6	20	8–12
Congo, Democratic Republic	CD	6	30	5–10
Congo, Republic	CG	6	30	10–12
Cook Islands	CK	6	30	7–12
Costa Rica	CR	6	30	5–10
Croatia	HR	3	30	4–9
Cuba	CU	6	10	4–8
Curaçao	CW	6	30	10–12
Cyprus	CY	3	30	4–7
Czech	CZ	2	30	3–4
Denmark	DK	1	30	3
Djibouti	DJ	6	30	9–12
Dominica	DM	6	20	8–12
Dominican Republic	DO	6	30	4–8
Ecuador	EC	6	30	5–10
Egypt	EG	5	30	5–10
El Salvador	SV	6	20	10–12
Equatorial Guinea	GQ	6	20	8–12
Eritrea	ER	6	20	5–10
Estonia	EE	2	30	4–10
Ethiopia	ET	6	30	5–10
Falkland Island	FK	6	30	10–14
Faroe Islands	FO	3	30	5–8
Fiji	FJ	6	20	10–12
Finland	FI	2	30	3–4
France	FR	1	30	2–3
French Antarctica	TF	–	–	–
French Guiana	GF	6	30	10–12
French Polynesia	PF	6	30	10–12
Gabon	GA	6	20	10–12
Gambia	GM	6	30	10–12
Georgia	GE	5	30	5–10
Germany	DE	1	30	2–3
Ghana	GH	6	30	5–10
Gibraltar	GI	3	20	9–12
Great Britain and Northern Ireland	GB	1	30	3–5
Greece	GR	3	30	4–7
Greenland	GL	3	30	8–10
Grenada	GD	6	20	8–12
Guadaloupe	GP	6	30	9–12
Guam	GU	4	30	4–10
Guatemala	GT	6	30	10–12
Guernsey	GG	1	20	4–6
Guinea, Republic of	GN	6	30	10–12
Guinea-Bissau	GW	6	30	8–12
Guyana	GY	6	20	8–12
Haiti	HT	6	30	10–12
Honduras	HN	6	20	5–10
Hong Kong	HK	5	30	4–6
Hungary	HU	2	30	3–4
Iceland	IS	3	30	4
India	IN	5	20	5–12
Indonesia	ID	5	30	5–10
Iran	IR	6	30	3–6
Iraq	IQ	6	30	8–12
Ireland	IE	2	30	3
Israel	IL	5	20	4–5
Italy	IT	1	30	4–5
Ivory Coast	CI	6	30	4–8
Jamaica	JM	6	20	10–12
Japan	JP	5	30	4–6
Jersey	JE	1	30	4–8
Jordan	JO	5	30	9–12
Kazakstan	KZ	6	20	8–15
Kenya	KE	6	30	4–8
Kiribati	KI	6	30	8–12
Korea, Dem. People’s Republic of	KP	6	20	10–14
Korea, Republic of	KR	5	20	5–8
Kosovo	XZ	3	20	5–8
Kuwait	KW	5	30	10–12
Kyrgyzstan	KG	6	30	12–20
Laos	LA	6	30	8–12
Latvia	LV	2	30	3–7
Lebanon	LB	5	30	5–10
Lesotho	LS	6	20	8–12
Liberia	LR	6	20	10–12
Libya	LY	–	–	–
Lithuania	LT	2	30	3–7
Luxembourg	LU	1	30	3
Macao	MO	6	30	6–10
Macedonia	MK	3	30	4–7
Madagascar	MG	6	20	5–10
Malawi	MW	6	30	10–12
Malaysia	MY	5	30	5–7
Maldives	MV	6	30	10–12
Mali	ML	6	30	10–12
Malta	MT	3	30	4–8
Man, Isle of	IM	1	30	4–8
Mariana Islands	MP	4	30	4–10
Marshall Islands	MH	4	30	4–10
Martinique	MQ	6	30	9–12
Mauritania	MR	6	30	10–12
Mauritius	MU	6	30	5–10
Mayotte	YT	6	20	8–12
Mexico	MX	5	30	5–10
Micronesia, Federated States of	FM	–	–	–
Moldava	MD	3	20	5–10
Monaco	MC	1	30	3
Mongolia	MN	6	30	8–15
Montenegro	ME	3	30	5–8
Montserrat	MS	6	30	8–12
Morocco	MA	5	30	5–10
Mozambique	MZ	6	30	10–12
Myanmar, Union of	MM	6	20	10–12
Namibia	NA	6	20	5–10
Nauru	NR	6	20	8–14
Nepal	NP	6	20	5–12
Netherlands	NL	1	30	3
New Caledonia	NC	6	20	15–20
New Zealand	NZ	5	30	4–10
Nicaragua	NI	6	30	5–10
Niger	NE	6	30	8–12
Nigeria	NG	6	30	5–8
Norfolk Island	NF	5	30	8–14
Norway	NO	2	30	3–7
Oman	OM	5	20	8–12
Pakistan	PK	6	30	5–10
Palau	PW	4	30	4–10
Palestine	PS	5	20	6–10
Panama	PA	6	30	8–12
Papua New Guinea	PG	6	20	15–20
Paraguay	PY	6	20	4–8
Peru	PE	6	30	5–10
Philippines	PH	5	20	5–10
Pitcairn Islands	PN	6	10	12–20
Poland	PL	2	30	3–5
Portugal	PT	2	30	4
Puerto Rico	PR	4	30	6–10
Qatar	QA	5	30	5–10
Réunion	RE	6	30	9–12
Romania	RO	3	30	4–9
Russian Federation	RU	3	30	5–10
Rwanda	RW	6	30	5–10
Saint Barthélemy	BL	6	20	4–8
Saint Christopher and Nevis	KN	6	20	8–12
Saint Helena, Ascension and Tristan da Cunha	SH	6	20	12–20
Saint Lucia	LC	6	20	8–12
Saint Martin	MF	–	–	–
Saint Pierre and Miquelon	PM	4	20	8–12
Saint Vincent and the Grenadines	VC	6	20	8–12
Samoa, Independent State of	WS	6	30	10–15
San Marino	SM	1	30	5–7
São Tome and Principe	ST	6	30	8–12
Saudi Arabia	SA	5	30	4–8
Senegal	SN	6	20	5–10
Serbia, Republic of	RS	3	30	5–8
Seychelles	SC	6	30	5–10
Sierra Leone	SL	6	30	10–12
Singapore	SG	5	30	7–10
Sint Maarten	SX	6	30	5–10
Slovakia Republic	SK	2	30	4
Slovenia	SI	2	30	3–4
Solomon Islands	SB	6	20	10–15
Somalia	SO	–	–	–
South Africa	ZA	5	30	5–10
South Georgia and the South Sandwich Islands	GS	6	30	10–14
South Sudan	SS	6	20	5–10
Spain	ES	2	30	5
Sri Lanka	LK	6	30	5–12
Sudan	SD	6	30	10–12
Suriname	SR	6	20	8–12
Swaziland	SZ	6	20	8–12
Sweden	SE	2	30	4–5
Syria	SY	–	–	–
Taiwan (Chinese Taipei)	TW	5	20	4–6
Tajikistan	TJ	6	20	12–20
Tanzania	TZ	6	30	4–8
Thailand	TH	5	30	5–10
Timor-Leste	TL	6	20	12–20
Togo	TG	6	30	4–8
Tokelau	TK	5	30	4–10
Tonga	TO	6	20	8–12
Trinidad and Tobago	TT	6	20	10–12
Tunisia	TN	5	30	5–10
Turkey	TR	3	30	5–10
Turkmenistan	TM	6	20	12–20
Turks and Caicos	TC	6	10	8–12
Tuvalu	TV	6	25	8–12
Uganda	UG	6	30	5–10
Ukraine	UA	3	20	4–8
United Arab Emirates	AE	5	30	5–8
United States of America	US	4	30	4–8
United States Minor Outlying Islands	UM	4	30	4–10
Uruguay	UY	6	30	5–10
US Virgin Islands	VI	4	30	4–10
Uzbekistan	UZ	6	20	8–15
Vanuatu	VU	6	25	8–12
Vatican City	VA	1	20	8–12
Venezuela	VE	6	30	10–12
Vietnam	VN	5	30	5–10
Virgin Islands, british (Tortola)	VG	6	20	8–12
Wallis and Futuna Islands	WF	6	30	10–15
Yemen	YE	5	30	8–12
Zambia	ZM	6	30	4–10
Zimbabwe	ZW	6	30	4–10

SHIPPING INFORMATION

DELIVERY TIME, DAMAGES and VAT/CUSTOMS

International Shipping & Delivery Information

Authentic Swiss Quality, Delivered Worldwide.

At SwissMade.Direct, we have evolved from a simple shipper to your Global Trade Partner. In today’s complex international logistics environment, we are committed to transparency, data precision, and ensuring your authentic Swiss products arrive safely and efficiently.

Please read this policy carefully. By placing an order, you agree to the terms below regarding dispatch times, customs responsibilities, and product availability.

1. Dispatch Commitment & Product Availability

The “10-Business-Day” Dispatch Goal

We commit to dispatching your order within 10 business days of payment confirmation.

What is “Fulfillment”?
We define fulfillment as the successful handover of your properly documented order to the carrier.

Why 10 Days?
Unlike retailers with warehouses full of aging stock, we source fresh products directly from Swiss manufacturers after you order. This guarantees you receive maximum shelf life and the freshest possible products.

If Products Are Unavailable:
Occasionally, a specific item may be temporarily out of stock or may not meet our strict shelf-life standards. In these cases:

We may hold your order to ensure it ships complete
We will notify you via email with delay details and options
Important: Please whitelist our emails and check spam/junk folders

Your Rights:
If we fail to dispatch or notify you of a delay within 10 business days, you are entitled to a full refund upon request.

Date-Specific & Urgent Orders

Need your chocolate or gift for a birthday, holiday, or special event?

⚠️ Order Notes ≠ Guarantee
Writing a date in the “Order Notes” at checkout is a non-binding request, not a contractual guarantee.

✅ How to Secure a Deadline:
A delivery deadline is only binding if you:

Contact us within 24 hours of ordering
Receive written confirmation from our team that we can meet your date

Without explicit confirmation, standard dispatch timelines apply.

Urgent & Date-Specific Orders

Do you need your chocolate or gift for a specific birthday, holiday, or event?

Order Notes ≠ Guarantee: Writing a date in the “Order Notes” at checkout is a non-binding request, not a contractual guarantee.
Required Confirmation: A delivery deadline is only binding if you contact us within 24 hours of ordering and receive a written confirmation from our team stating we can meet your date. Without this explicit confirmation, standard dispatch timelines apply.

2. Shipping Options & Carriers

We partner with multiple trusted carriers and optimize shipping rates to help offset rising global trade costs. Your order may be consolidated with other items to reduce fees, protect products, and lower environmental impact.

Standard Economy Shipping

Carriers: Spring GLS (Swiss Post network) and regional partners
Best For: Non-perishable items and budget-conscious shoppers
Transit Time: Typically 10–15 business days (3–5 days longer than Premium)
Tracking: Basic tracking available
Climate Impact: Carbon-neutral shipping options available

⚠️ Not Recommended For:

Chocolate or heat-sensitive foods (especially April–September)
Time-sensitive deliveries
High-value fragile items

Premium Priority Shipping

Carriers: FedEx, DHL, UPS
Best For: Chocolate, cheese, and time-sensitive goods
Transit Time: Typically 3–7 business days
Benefits:

Faster transit with prioritized customs handling
Detailed real-time tracking
Climate-friendly options (e.g., DHL GoGreen)

✅ We Strongly Recommend Premium Priority for all food orders to minimize heat exposure and customs delays.

3. International Customs, Duties & Taxes

We ship worldwide and comply with strict international regulations, including the US STOP Act, EU ICS2, and customs requirements for the GCC, Asia, and beyond. We file advanced digital customs data for every shipment to ensure smooth clearance.

Understanding Your Role: The “Importer of Record” (DAP)

Unless explicitly stated otherwise, all international shipments are sold under Incoterms® 2020 DAP (Delivered At Place).

What This Means:

Our Responsibility (Exporter)	Your Responsibility (Importer)
✅ Pack goods securely with proper insulation	✅ Pay all local import duties, VAT, and taxes
✅ File export declarations (including FDA Prior Notice for US)	✅ Provide Tax ID, CPF, EORI, or other identification if requested by customs
✅ Hand parcel to carrier on time	✅ Accept delivery and cooperate with customs clearance

Region-Specific Information

🇪🇺 European Union (EU) Customers

We utilize the Import One-Stop Shop (IOSS) system for orders valued up to €150.

What This Means for You:

VAT is calculated and paid at checkout
No surprise fees upon delivery
Faster, streamlined customs clearance directly to your door

🇺🇸 United States Customers

All food shipments include FDA Prior Notice compliance
Clear labeling ensures hassle-free import
Import duties and taxes are calculated based on product category and value
No IOSS equivalent; duties/taxes may be collected by carrier upon delivery

🌍 GCC, Asia & Worldwide

Duties and taxes are estimated and displayed at checkout where available
Full customs compliance documentation provided
Special ingredient screening for region-specific regulations (e.g., Halal compliance for GCC, GACC registration for China)

Delivered Duty Paid (DDP) – Select Countries Only

For certain destinations, you may see a “Duties & Taxes Included (DDP)” option at checkout.

How It Works:

You pay estimated duties and taxes upfront
We remit these funds to customs authorities on your behalf
Your package clears customs in the “green lane” with no additional fees

Important Legal Note:
Even under DDP, you remain the legal Importer of Record. We simply facilitate payment to make the process smoother and faster.

What Happens If You Refuse to Pay Duties?

If a package is returned, abandoned, or destroyed because you refuse to pay import fees or reject delivery:

❌ No refund will be issued for goods or shipping costs
❌ Any return shipping or destruction fees billed to us will be deducted from any potential goodwill credit

Remember: Import duties are taxes charged by your government, not by SwissMade.Direct.

4. Customs Delays & “Force Majeure”

In today’s “Thick Border” era, government inspections and digital data matching are standard procedure worldwide.

Understanding “Clearance Delay” Status

If your tracking shows “Insufficient Description” or “Clearance Delay”, this typically means:

Your package is in a government review queue for digital data matching
The carrier’s automated system missed the link to our export filing
It rarely means documents are actually missing

We monitor all shipments and re-transmit data immediately when needed.

No Refunds for Customs Holds

Delays caused by the following are Force Majeure events (beyond our control):

Customs inspections and clearance backlogs
Health authority reviews (e.g., FDA)
Carrier brokerage department delays
Government-mandated inspections

Policy: As long as delivery is still possible, customs delays are not grounds for a refund.

How to Expedite Customs Clearance

As the Importer of Record, local carrier branches (FedEx, DHL, etc.) are legally required to prioritize your inquiry over ours. You are the voter and taxpayer they serve.

Template Message to Use:

“I am the Importer of Record for Tracking #[Your Tracking Number]. My shipper has confirmed all digital export documents are on file. I am requesting an immediate escalation to the Brokerage Department for review.”

This approach often resolves clearance delays faster than waiting for carrier processing.

5. Perishable Goods Policy (Heat Sensitivity)

We treat chocolate and cheese with special care, using insulated packaging and temperature-conscious handling. However, customs warehouses and carrier depots are not climate-controlled.

The Risk You Accept

International shipping of perishables carries inherent risks:

Customs delays can result in extended storage in hot facilities
Chocolate may melt or develop bloom
Cheese and dairy may spoil

Our Liability

Once we have: ✅ Packed your order correctly with appropriate insulation
✅ Dispatched it on time with proper documentation

SwissMade.Direct is not liable for quality degradation (melting, blooming, spoilage) caused by:

Customs clearance delays
Your unavailability to receive the package
Carrier depot storage conditions

By ordering perishable products internationally, you explicitly accept this risk.

Our Recommendation: Choose Premium Priority shipping for all chocolate and cheese orders, especially during warm months (April–September).

6. Lost or Damaged Shipments

While we define strict boundaries for customs delays, we fully support you in cases of genuine carrier failure.

Lost Shipments

If a shipment is officially declared “Lost” or “Destroyed” by the carrier (and this was not caused by your refusal to pay duties), we will:

Clarify the issue with the carrier
At our discretion, send a replacement shipment or issue a refund for the product value

Damaged Shipments

Please inspect your parcel immediately upon delivery.

If damage occurred:

Take clear photos of both the box and the damaged items
Email us at info@swissmade.direct within 24 hours of delivery
We will work with you and the carrier to resolve the issue

7. Our Commitment to Sustainability

At SwissMade.Direct, authentic Swiss quality shouldn’t come at the planet’s expense.

What We Do:

Parcel Consolidation: Combine multiple items into efficient single shipments
Right-Sized Packaging: Eliminate wasted space and materials
Carbon Offset Programs: Support DHL GoGreen and carrier climate initiatives
Carrier Selection: Partner with logistics providers committed to sustainability

FAQ: Quick Answers for Smart Shoppers

Q: My tracking hasn’t moved in 5 days. Is it lost?
A: Likely not. It’s probably in a customs clearance queue or awaiting a manual scan. This is standard in today’s global logistics environment. If there’s no progress for more than 10 days, please contact us.

Q: Can I get a refund if customs takes too long?
A: No. Customs delays are Force Majeure events outside our control. As long as delivery is still possible, these delays are not grounds for a refund.

Q: Why do I have to pay VAT/Duties?
A: These are taxes charged by your government, not us. As the Importer of Record, you are legally responsible for paying them to receive your goods.

Q: What is “Total Landed Cost”?
A: Total Landed Cost is the final amount you pay to have products delivered to your door, including:

Product price
Shipping fees
Import duties and taxes
Any carrier brokerage fees

We work hard to optimize every element to keep your Total Landed Cost as low as possible.

Q: Can I track my package in real-time?
A: Yes. Every shipment includes full tracking from our facility in Switzerland to your doorstep. Premium Priority shipments offer more detailed, real-time tracking updates.

Q: What if I need help with my shipment?
A: Contact us at:

📧 Email: info@swissmade.direct
📧 Customer Service: customers@swissmade.direct
📞 Phone: +41 81 740 46 94

Swiss PostPac Delivery times, price zones
Country	Code	Price zones	Maximum weight (kg)	Delivery time (working days)
Afghanistan	AF	6	30	10–15
American Samoa	AS	5	20	10–15
Albania	AL	3	20	3–6
Algeria	DZ	5	20	5–7
Andorra	AD	2	30	3–5
Angola	AO	6	20	9–14
Anguilla	AI	6	20	8–12
Antigua and Barbuda	AG	6	20	8–12
Argentina	AR	5	20	5–8
Armenia	AM	5	30	5–10
Aruba	AW	6	20	8–12
Australia	AU	5	20	7–10
Austria	AT	1	30	2–5
Azerbaijan	AZ	5	30	8–15
Bahamas	BS	6	20	9–12
Bahrain	BH	5	30	10–12
Bangladesh	BD	6	20	10–12
Barbados	BB	6	20	9–12
Belarus	BY	3	30	4–8
Belgium	BE	1	30	3
Belize	BZ	6	25	8–12
Benin, Republic of	BJ	6	30	10–12
Bermuda	BM	6	20	9–12
Bhutan	BT	6	30	8–15
Bolivia	BO	6	20	7–10
Bonaire, Sint Eustatius, Saba	BQ	6	20	8–12
Bosnia and Herzegovina	BA	3	20	4–9
Botswana	BW	6	30	8–12
Brazil	BR	5	30	7–10
Brunei	BN	6	30	6–10
Bulgaria	BG	3	30	3–7
Burkina Faso	BF	6	30	5–10
Burundi	BI	6	30	10–12
Cambodia	KH	6	30	5–10
Cameroon	CM	6	30	4–8
Canada	CA	4	30	5–8
Cape Verde	CV	6	20	8–12
Cayman Islands	KY	6	10	9–13
Central African Republic	CF	6	30	9–14
Chad	TD	6	30	10–15
Chile	CL	6	30	4–9
China, People’s Republic of	CN	5	30	4–8
Cocos Islands (Keeling)	CC	5	20	5–8
Christmas Island	CX	6	30	12–20
Colombia	CO	6	30	5–10
Comoros	KM	6	20	8–12
Congo, Democratic Republic	CD	6	30	5–10
Congo, Republic	CG	6	30	10–12
Cook Islands	CK	6	30	7–12
Costa Rica	CR	6	30	5–10
Croatia	HR	3	30	4–9
Cuba	CU	6	10	4–8
Curaçao	CW	6	30	10–12
Cyprus	CY	3	30	4–7
Czech	CZ	2	30	3–4
Denmark	DK	1	30	3
Djibouti	DJ	6	30	9–12
Dominica	DM	6	20	8–12
Dominican Republic	DO	6	30	4–8
Ecuador	EC	6	30	5–10
Egypt	EG	5	30	5–10
El Salvador	SV	6	20	10–12
Equatorial Guinea	GQ	6	20	8–12
Eritrea	ER	6	20	5–10
Estonia	EE	2	30	4–10
Ethiopia	ET	6	30	5–10
Falkland Island	FK	6	30	10–14
Faroe Islands	FO	3	30	5–8
Fiji	FJ	6	20	10–12
Finland	FI	2	30	3–4
France	FR	1	30	2–3
French Antarctica	TF	–	–	–
French Guiana	GF	6	30	10–12
French Polynesia	PF	6	30	10–12
Gabon	GA	6	20	10–12
Gambia	GM	6	30	10–12
Georgia	GE	5	30	5–10
Germany	DE	1	30	2–3
Ghana	GH	6	30	5–10
Gibraltar	GI	3	20	9–12
Great Britain and Northern Ireland	GB	1	30	3–5
Greece	GR	3	30	4–7
Greenland	GL	3	30	8–10
Grenada	GD	6	20	8–12
Guadaloupe	GP	6	30	9–12
Guam	GU	4	30	4–10
Guatemala	GT	6	30	10–12
Guernsey	GG	1	20	4–6
Guinea, Republic of	GN	6	30	10–12
Guinea-Bissau	GW	6	30	8–12
Guyana	GY	6	20	8–12
Haiti	HT	6	30	10–12
Honduras	HN	6	20	5–10
Hong Kong	HK	5	30	4–6
Hungary	HU	2	30	3–4
Iceland	IS	3	30	4
India	IN	5	20	5–12
Indonesia	ID	5	30	5–10
Iran	IR	6	30	3–6
Iraq	IQ	6	30	8–12
Ireland	IE	2	30	3
Israel	IL	5	20	4–5
Italy	IT	1	30	4–5
Ivory Coast	CI	6	30	4–8
Jamaica	JM	6	20	10–12
Japan	JP	5	30	4–6
Jersey	JE	1	30	4–8
Jordan	JO	5	30	9–12
Kazakstan	KZ	6	20	8–15
Kenya	KE	6	30	4–8
Kiribati	KI	6	30	8–12
Korea, Dem. People’s Republic of	KP	6	20	10–14
Korea, Republic of	KR	5	20	5–8
Kosovo	XZ	3	20	5–8
Kuwait	KW	5	30	10–12
Kyrgyzstan	KG	6	30	12–20
Laos	LA	6	30	8–12
Latvia	LV	2	30	3–7
Lebanon	LB	5	30	5–10
Lesotho	LS	6	20	8–12
Liberia	LR	6	20	10–12
Libya	LY	–	–	–
Lithuania	LT	2	30	3–7
Luxembourg	LU	1	30	3
Macao	MO	6	30	6–10
Macedonia	MK	3	30	4–7
Madagascar	MG	6	20	5–10
Malawi	MW	6	30	10–12
Malaysia	MY	5	30	5–7
Maldives	MV	6	30	10–12
Mali	ML	6	30	10–12
Malta	MT	3	30	4–8
Man, Isle of	IM	1	30	4–8
Mariana Islands	MP	4	30	4–10
Marshall Islands	MH	4	30	4–10
Martinique	MQ	6	30	9–12
Mauritania	MR	6	30	10–12
Mauritius	MU	6	30	5–10
Mayotte	YT	6	20	8–12
Mexico	MX	5	30	5–10
Micronesia, Federated States of	FM	–	–	–
Moldava	MD	3	20	5–10
Monaco	MC	1	30	3
Mongolia	MN	6	30	8–15
Montenegro	ME	3	30	5–8
Montserrat	MS	6	30	8–12
Morocco	MA	5	30	5–10
Mozambique	MZ	6	30	10–12
Myanmar, Union of	MM	6	20	10–12
Namibia	NA	6	20	5–10
Nauru	NR	6	20	8–14
Nepal	NP	6	20	5–12
Netherlands	NL	1	30	3
New Caledonia	NC	6	20	15–20
New Zealand	NZ	5	30	4–10
Nicaragua	NI	6	30	5–10
Niger	NE	6	30	8–12
Nigeria	NG	6	30	5–8
Norfolk Island	NF	5	30	8–14
Norway	NO	2	30	3–7
Oman	OM	5	20	8–12
Pakistan	PK	6	30	5–10
Palau	PW	4	30	4–10
Palestine	PS	5	20	6–10
Panama	PA	6	30	8–12
Papua New Guinea	PG	6	20	15–20
Paraguay	PY	6	20	4–8
Peru	PE	6	30	5–10
Philippines	PH	5	20	5–10
Pitcairn Islands	PN	6	10	12–20
Poland	PL	2	30	3–5
Portugal	PT	2	30	4
Puerto Rico	PR	4	30	6–10
Qatar	QA	5	30	5–10
Réunion	RE	6	30	9–12
Romania	RO	3	30	4–9
Russian Federation	RU	3	30	5–10
Rwanda	RW	6	30	5–10
Saint Barthélemy	BL	6	20	4–8
Saint Christopher and Nevis	KN	6	20	8–12
Saint Helena, Ascension and Tristan da Cunha	SH	6	20	12–20
Saint Lucia	LC	6	20	8–12
Saint Martin	MF	–	–	–
Saint Pierre and Miquelon	PM	4	20	8–12
Saint Vincent and the Grenadines	VC	6	20	8–12
Samoa, Independent State of	WS	6	30	10–15
San Marino	SM	1	30	5–7
São Tome and Principe	ST	6	30	8–12
Saudi Arabia	SA	5	30	4–8
Senegal	SN	6	20	5–10
Serbia, Republic of	RS	3	30	5–8
Seychelles	SC	6	30	5–10
Sierra Leone	SL	6	30	10–12
Singapore	SG	5	30	7–10
Sint Maarten	SX	6	30	5–10
Slovakia Republic	SK	2	30	4
Slovenia	SI	2	30	3–4
Solomon Islands	SB	6	20	10–15
Somalia	SO	–	–	–
South Africa	ZA	5	30	5–10
South Georgia and the South Sandwich Islands	GS	6	30	10–14
South Sudan	SS	6	20	5–10
Spain	ES	2	30	5
Sri Lanka	LK	6	30	5–12
Sudan	SD	6	30	10–12
Suriname	SR	6	20	8–12
Swaziland	SZ	6	20	8–12
Sweden	SE	2	30	4–5
Syria	SY	–	–	–
Taiwan (Chinese Taipei)	TW	5	20	4–6
Tajikistan	TJ	6	20	12–20
Tanzania	TZ	6	30	4–8
Thailand	TH	5	30	5–10
Timor-Leste	TL	6	20	12–20
Togo	TG	6	30	4–8
Tokelau	TK	5	30	4–10
Tonga	TO	6	20	8–12
Trinidad and Tobago	TT	6	20	10–12
Tunisia	TN	5	30	5–10
Turkey	TR	3	30	5–10
Turkmenistan	TM	6	20	12–20
Turks and Caicos	TC	6	10	8–12
Tuvalu	TV	6	25	8–12
Uganda	UG	6	30	5–10
Ukraine	UA	3	20	4–8
United Arab Emirates	AE	5	30	5–8
United States of America	US	4	30	4–8
United States Minor Outlying Islands	UM	4	30	4–10
Uruguay	UY	6	30	5–10
US Virgin Islands	VI	4	30	4–10
Uzbekistan	UZ	6	20	8–15
Vanuatu	VU	6	25	8–12
Vatican City	VA	1	20	8–12
Venezuela	VE	6	30	10–12
Vietnam	VN	5	30	5–10
Virgin Islands, british (Tortola)	VG	6	20	8–12
Wallis and Futuna Islands	WF	6	30	10–15
Yemen	YE	5	30	8–12
Zambia	ZM	6	30	4–10
Zimbabwe	ZW	6	30	4–10

Información sobre envíos y entregas internacionales

Quick Overview

1. Dispatch Commitment & Product Availability

How SwissMade.Direct Shipping Works

The "10-Business-Day" Dispatch Goal

What is "Fulfillment"?

Why 10 Days?

If Products Are Unavailable:

Your Rights:

From Order to Doorstep

Urgent & Date-Specific Orders

How to Secure a Deadline:

2. Shipping Methods

Standard Shipping

Premium Priority Shipping

3. Duties, Taxes & Customs - Your Responsibilities

What DAP Means in Practice

DDP (Delivered Duty Paid)

No Delivery Without Payment of Import Fees

Checkout Authorization

5. Packaging & Perishable Products

Chocolate, Cheese & Temperature-Sensitive Items

6. Tracking Your Order

The level of tracking detail depends on your shipping method:

Standard (Spring GDS TRCK)

Premium Priority (FedEx / Spring GDS SIGN / DSV)

Understanding Tracking Status Updates

7. Risk Transfer & Fulfillment

8. Lost, Damaged & Refused Shipments

Damaged Shipments

Lost Shipments

Refused & Abandoned Shipments

PREGUNTAS FRECUENTES: Respuestas rápidas para compradores inteligentes

¿Preguntas sobre su envío?

SHIPPING INFORMATION

DELIVERY TIME, DAMAGES and VAT/CUSTOMS

International Shipping & Delivery Information

1. Dispatch Commitment & Product Availability

The “10-Business-Day” Dispatch Goal

Date-Specific & Urgent Orders

Urgent & Date-Specific Orders

2. Shipping Options & Carriers

Standard Economy Shipping

Premium Priority Shipping

3. International Customs, Duties & Taxes

Understanding Your Role: The “Importer of Record” (DAP)

Region-Specific Information

🇪🇺 European Union (EU) Customers

🇺🇸 United States Customers

🌍 GCC, Asia & Worldwide

Delivered Duty Paid (DDP) – Select Countries Only

What Happens If You Refuse to Pay Duties?

4. Customs Delays & “Force Majeure”

Understanding “Clearance Delay” Status

No Refunds for Customs Holds

How to Expedite Customs Clearance

5. Perishable Goods Policy (Heat Sensitivity)

The Risk You Accept

Our Liability

6. Lost or Damaged Shipments

Lost Shipments

Damaged Shipments

7. Our Commitment to Sustainability

FAQ: Quick Answers for Smart Shoppers

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