What people ask us
Frequently Asked Questions (FAQ)
1. Loyalty Membership Program
Q: Why should I join the SwissMade Direct Loyalty Membership Program?
A: We value our customers and aim to build trusted relationships. That’s why we’ve created the SwissMade Direct Loyalty Membership Program, offering exclusive lifetime discounts through a tiered system named after famous Swiss mountains. Here are the key features:
- Lifetime Tiered Discounts: Enjoy savings from 5% to 13% based on your total spending.
- Easy Registration: Simply sign up to start benefiting from your membership immediately.
- Exclusive Access: Tiered discounts are revealed only to registered members.
- Swiss Mountain Tiers: Experience Swiss culture with discount tiers named after renowned Swiss mountains.
Q: How do I get started with the Loyalty Membership Program?
- Register: Sign up by providing your email and name on our registration page. Check your inbox for the confirmation mail.
- Shop & Save: Receive for your first order a 10% coupon to make purchases and accumulate savings based on your total spending.
Q: How does the loyalty program work?
A: Our loyalty program features a tiered discount system inspired by the majestic Swiss peaks. As you make purchases, you accumulate points and ascend to higher tiers, unlocking greater discounts. Here’s the breakdown:
- San Salvatore (5% Discount): $1 – $3,000 spent.
- Pilatus (8% Discount): $3,001 – $6,000 spent.
- Jungfrau (10% Discount): $6,001 – $9,000 spent.
- Matterhorn (13% Discount): $9,001 and above spent.
Each dollar spent earns you one point. Once you reach a tier, you retain your discount for a lifetime.
Q: How are the discounts applied?
A: Upon registration, you receive an immediate 5% discount. The discounts are automatically applied to your cart, and your new price is visible instantly. As you spend more, you climb higher in the tier system and unlock greater discounts.Loyalty Membership Program
2. Customer Service
Q: How can I contact customer service for assistance?
A: You can reach our customer service team via email or phone. We try to reply to your email within 24 hours. Our contact details are on our website. We are here to help with any issues or questions regarding your order. Please note potential time zone differences if you choose to call us.
Q: How can I track my order?
A: Once your order is dispatched, you will receive a tracking number via email. Registered users can also find it in their account notes. Use this number to track your order through the carrier’s website.
3. Order Processing
Q: How long does it typically take to process and dispatch an order?
A: We aim to process and dispatch orders within 10 days. However, this timeframe can be affected by factors such as supply chain delays or high demand. We are committed to getting your order to you as quickly as possible while maintaining our sustainability practices.
Q: Can I modify or cancel my order after it has been placed?
A: Please contact our customer service team within 24 hours if you need to modify or cancel your order. We will do our best to accommodate your request before the order is processed and dispatched. Once processed, we cannot cancel or refund the order.
Q: Does my order include customs and VAT?
A: We ship DAP (Delivered At Place), meaning without customs and VAT. These are mandatory costs required by your country, which you must cover. We do not create “fake invoices” with lower costs. If there are any issues with your customs, we will help as best as we can. You can request DDP (Delivered Duty Paid), and we will send you the additional costs with a separate invoice. We strive to optimize this process to offer the DDP solution as a standard for all countries worldwide.
Q: What can I do if I need my order urgently?
A: If you need your order urgently, please mention this in the “notes” field during the ordering process. We prioritize such requests and handle them without any additional costs to ensure you receive your items as quickly as possible.
4. Sustainability Efforts
Q: How do you contribute to sustainability?
A: We are committed to reducing our environmental impact through various initiatives, including:
- Ordering products from producers once a week to minimize transportation emissions.
- Reducing packaging materials by consolidating shipments.
- Reusing packaging material.
- Prioritizing products with longer shelf lives to reduce waste.
- Optimizing shipping rates for heavier parcels, encouraging bulk ordering to reduce the number of shipments and the associated environmental impact.
5. Shipping and Delivery
Q: How can I check the shipping costs for my order?
A: Because we ship worldwide, shipping costs can vary significantly depending on the destination. For example, shipping to North America is different than shipping to the GCC (Gulf Cooperation Council) area, India, Australia, or other regions. To find out the shipping cost for your order:
- Add the products you wish to purchase to your basket. Please note a minimum order amount of $20 for goods, excluding shipping costs.
- Go to your basket and use the “Calculate Shipping” option. This feature allows you to estimate shipping costs based on the carriers available for your country.
- Review the available shipping options and their respective costs to choose the one that best fits your needs and budget.
Q: Why did my order take longer than expected to arrive?
A: While we strive to dispatch orders within 10 days, there can be occasional delays due to supply chain issues, such as:
- Producers needing to reproduce items that are out of stock.
- Receiving products with a short shelf life that we do not want to ship.
- Our commitment to sustainability, which includes ordering products from producers once a week to reduce packaging material and minimize environmental impact.
Q: Why are the shipping costs higher than from other countries?
A: We understand that shipping costs can be a concern, and we strive to offer the best rates possible by providing a variety of carrier options for you to choose from. Here’s some important information about our shipping costs:
- Carrier Choice: We offer various carriers, allowing you to select a cheaper solution that fits your budget. The costs displayed are the rates we receive from the carriers. As we are not the owners of these carriers, we have no control over their pricing.
- Direct from Switzerland: When you order from us, you can be assured that your goods are directly from Switzerland, guaranteeing their origin. Switzerland is known for high-quality products, but also for higher costs of living and services, which can reflect in shipping prices.
- Transparent Pricing: Unlike some businesses that incorporate shipping costs into product prices, we display shipping costs openly and transparently. This means you are only paying for the actual cost of shipping rather than an inflated product price. We believe this approach is more honest and transparent.
- Optimization of Rates: We continuously work to optimize our shipping rates to ensure our customers get the best possible prices. While we do our best to keep these costs low, the reality is that shipping from Switzerland can be more expensive due to the higher service costs here.
- Bulk Ordering: Our shipping rates are optimized for heavier parcels, encouraging customers to order more products in a single shipment. This not only helps reduce shipping costs per item but also minimizes the environmental impact of multiple shipments.
- Customer Feedback: If you feel the shipping prices are too high, we encourage you to provide feedback to the carriers directly. Your input can help them understand customer concerns and potentially adjust their pricing strategies.
- Open to Suggestions: We are always looking to improve our services and reduce costs for our customers. If you have any suggestions or know of more cost-effective shipping solutions, please let us know. We value your feedback and are open to exploring new options to better serve you.
6. Damaged Orders
Q: What should I do if my order arrives damaged?
A: We take great care in packaging your orders to ensure they arrive safely (less than 0.85% of shipped orders arrives damaged). However, once the package leaves our facility, it is handled by trusted carriers like DHL and Swiss Post. If your order arrives damaged, please:
- Report the damage to us immediately, within 24 hours.
- Provide pictures of the damaged items and packaging. Only with clear pictures of the damaged products as well as the box can we assist you.
- Contact our customer service team for resolution options (credit note, coupon code, refund, or replacement).
7. Product Availability
Q: Why are some products not always available for immediate shipping?
A: To maintain sustainability and reduce our environmental footprint, we do not keep all products in stock at all times. Also, products upon special request might take a longer time to get, even for us. This ensures you receive the best shelf life of the products available. We place weekly orders with our producers to minimize packaging waste and transportation emissions. This means there can be occasional delays if a product needs to be reproduced or if it has a short shelf life and we need to reorder from the producer.
8. Final Note
Thank you for choosing to shop with us. We are dedicated to continuously improving our service and value your feedback. If you have any concerns or suggestions, please don’t hesitate to share them with us.
While we take great care in preparing and packaging your orders, please note that once they leave our facility, they are in the hands of trusted carriers like DHL and Swiss Post. We appreciate your understanding that we do not own these carriers (though that would be quite the expansion!), and any delivery issues are beyond our control.
Your satisfaction is our priority, and we are always here to assist you with any questions or concerns you may have. Thank you for your trust and support.
