Frequently asked questions

 

Answers to your Questions

SHOPPING INFORMATION

HOW SECURE IS DATA PROCESSING OVER THE INTERNET?

To process your personal data (such as your name, address, credit card numbers, bank codes and bank account numbers) we use EV SSL-encryption. Depending on your browser, this enables an encryption of up to 2048 bits, ensuring that no third party can have access to your personal data. By clicking on our security seal you will find the statement of the issuer of the seal. Encrypted pages carry the symbol of a closed lock and the green bar in the front of your browser. Credit card payments are processed directly by our payment provider you choose on the check out site. SWISSMADE.DIRECT does not store any credit card informations nor does it have access to credit card numbers.

HOW SECURE IS MY PERSONAL INFORMATION?

We are not in the business of selling information to others. All information you give us, such as your name, your mailing address or your email address, will be treated confidentially. None of this information will be released to third parties.

 

HOW CAN I CHANGE MY USER SETTINGS?

After you have signed in (click Loginat the top of the navigation bar), go to My Accountto change your password, add, delete or modify your address.

WHERE CAN I FIND YOUR TERMS AND CONDITIONS AND SHIPPING CONDITIONS?

You will find our general terms and conditions by clicking on Terms & Conditionsand as part of them on Packaging and Shipping.[/vc_column_text][vc_column_text]

WHAT IS THE DIFFERENCE BETWEEN THE SHIPPING METHODS AND WHICH SHOULD I USE?

We try to make our shipping rates as affordable as possible. Switzerland is member of the Universal Postal Union but but does not receive benefits in shipping rates. But for you as a customer we were able to work out with various service providers the following worldwide delivery methods:

Full tracking and fast delivery: UPS courier, delivery normaly within 5 working days after notification, insured (recommended for urgent orders, valuable goods, or difficult goods (chocolate))

Trackable and medium delivery time: SwissPost priority, delivery normaly within the half of economy time (see packaging and shipping). Insured until CHF 150.00 (faster delivery then economoy, with tracking code you can track in which port your order is. Recommend for valuable goods and/or you wanna make sure that you receive your order in good conditions).

Non trackable and unknown time of delivery: SwissPost economy, delivery until 32 working days (see table at packaging and shipping). Shipping at low costs. This shipping method is at your own risk. There is no refund for any damages and losses and no possibility to track the parcel.

Note: For all orders we are packaging your goods careful. But if your order leaves our company we are not able to do anything more for your order and are therefore not responsible for any damages or losses.

Which shipping method you should choose: For valuable, expensive goods we recommend courier. For all other goods you should think about loss or damages, and during the summer time you should think about, that sometimes the parcels are standing in the sun and the goods are a longer time on “their trip”. Anyway, to ship chocolate or some food is difficult to ship in the summertime and we do our best that you receive your order in original conditions.

PAYMENT INFORMATION

What Payment Methods Are Accepted?

For all orders you will be able to choose from the following methods of payment (visible as Wirecard and Paypal)

Credit cards (Wirecard)

We accept following credit cards:

  • Visa
  • Eurocard/MasterCard
  • American Express
  • JCB

All credit card data will be directly processed by our payment provider over a SSL-encrypted connection (256 bits). We have no access to your credit card information.

PayPal

Secure PayPal account over a SSL-encrypted connection (256 bits). We have no access to your credit card information.

Bank transfer

After you have placed your order, pay into our Swiss bank account. Please note that we cannot deliver until payment is processed. The bank account number is sent to you additionally with your order confirmation e-mail.

Account no. 11302402
Banque Cramer & Cie. SA
Sihlstrasse 24
Postfach
CH-8021 Zürich
Switzerland
IBAN: CH3308727113024022001
Clearing: 08727
International SWIFT Nr.: CRAMCHGG

Beneficiary:
SWISSMADE Trading Ltd., CH-6003 Lucerne

 

We try to ad more valuable and convenient payment methods at any time.

Please note: We do not deliver any goods before 
receiving payment.

Is Buying On-Line Safe?

We use the highest level of SSL-encryption. To process your personal data (such as your name, address, credit card numbers, bank codes and bank account numbers) we use EV SSL-encryption. Depending on your browser, this enables an encryption of up to 2048 bits, ensuring that no third party can have access to your personal data. By clicking on our security seal you will find the statement of the issuer of the seal. Encrypted pages carry the symbol of a closed lock and the green bar in the front of your browser. Credit card payments are processed directly by our payment provider you choose on the check out site. SWISSMADE.DIRECT does not store any credit card informations nor does it have access to credit card numbers.

ORDERS AND RETURNS

How do I place an Order?

Thanks’ to our shopping cart system, ordering from us is fast and safe. To place a product in the shopping cart simply press the ‘add to cart’ button next to the item.

Your items are then itemized in the box. When you are ready to complete your order simply press ‘Checkout’ and you will be brought to the login or order form. Sometimes you can optimize your shipping costs if you are buying more goods because the shipping costs have a price range which is related to the weight of the order.

CAUTION:

Think twice before placing an order. For orders which are processed and shipped already, there is a CHF 50. – (approx. USD 52.-) cancellation fee which covers the work for processing, CC legitimation and preparing the order. Please note that SWISSMADE.DIRECT is located in Switzerland and especially on sending’s to EU countries, taxes (customs/VAT) can be added at the border which has to be paid by the customer! We cannot influence this and will not write illegally lower invoices or send it from outside of Switzerland because both actions are a tax crime. With an illegally lower invoice your order would also have an insufficient insurance.How

Can I Cancel Or Change My Order?

Until the order is not proceeded and sent to you, we are generous and you can cancel the order by email to us free of charge. Until the order is sent you can change also the order at any time free of charge.

Do I need an account to place an order?

If you want to order from swissmade.direct you can register or not. Registered costumers have the advantage that they get at any purchase 5% discount.

How Do I Track My Order?

As registered customer you have the benefit it enables you to view the state of processing at any time. After sending out your order you will receive an email from the courier or from us with the Tracking-ID, if you chose and paid “by courier” or an “Swiss Post priority” shipping method. Please see also on “Packaging and Shipping”

Who should I contact if I have any queries?

You can contact us using our chat or sending us an email to [email protected] In the case of a system failure you can contact us on [email protected]

How Can I Return a Product?

We do our best that you get the quality product you are expecting. Please note that we are not the producer of the goods. In case of a damage you have to report it immediately to the courier as well as to us by email and send us a pictures of the parcel and the damaged goods. You will get the direction related to your case. We do not take back any used goods and we can also not take back any goods which are not in original conditions and in the original packaging. The third party costs like shipping costs are non refundable in any case. See also our terms and conditions.