Shipping & Returns
Shipping
Importance of the shipping experience
Our online shop places the utmost importance on our customers' shipping experience. We understand that fast, reliable delivery is crucial to customer satisfaction. That's why we implement an efficient and meticulous shipping process to ensure that every order is treated with the utmost care. We consider shipping to be an essential part of your shopping experience, and we strive to exceed your expectations with every order you place on our platform.
Responsiveness and parcel preparation
As soon as you place your order on our platform, our dedicated team is immediately mobilised to prepare your parcel. We understand that you are anxiously awaiting your purchases, which is why we strive to process each order as quickly as possible. This responsiveness allows us to maintain a high level of customer satisfaction, ensuring that your products are ready for dispatch as soon as your order is confirmed.
Working with trusted delivery services
By working closely with trusted delivery services, we ensure that your parcels arrive safely at their destination. We carefully select our delivery partners for their reliability and commitment to service quality. So you can be sure that your order will be in safe hands as soon as it leaves our warehouse. This collaboration allows us to guarantee the safety and punctuality of every delivery, reinforcing your confidence in our service.
Commitment to customer service
Our aim is to make the online shopping experience as pleasant as possible for our customers. We understand that the shipping process can sometimes be a source of uncertainty, which is why we are committed to providing you with responsive and attentive customer service. You can rely on our team to answer any questions or concerns you may have about your delivery. Our customer service team is there to support you every step of the way, ensuring a worry-free shipping experience.
Transparency and order tracking
We believe in transparency. We believe in keeping you informed at every stage of the shipping process. That's why we will provide you with a tracking number as soon as your order is dispatched, if this option is available. This means you can follow the progress of your parcel to your door in real time, with the peace of mind that brings. This transparency reinforces our commitment to customer satisfaction, giving you the necessary visibility of the status of your delivery and allowing you to plan accordingly.
Customs Fees and Applicable Taxes
When shipping orders to a country other than Switzerland, it should be noted that customs fees or taxes may be required by the competent authorities of the receiving country. These fees, which are entirely independent of our online store, are the sole responsibility of the recipient, who must pay the required amounts to the relevant customs services.
Returns
Returns policy
We offer our customers the opportunity to return items for a size exchange or a refund in the form of a voucher, provided they are returned in their original condition, unworn, undamaged and with their original packaging intact. This policy is designed to ensure customer satisfaction while maintaining the quality of our products. We understand how important it is for our customers to be able to make returns in complete confidence, which is why we have established these guidelines to facilitate the returns process.
Returns procedure
To ensure customer satisfaction, our online shop offers a simple and efficient returns process. With a returns period of 15 days from dispatch of the order, we give you time to examine and evaluate the items. If an item does not meet your expectations, simply complete the contact form on our website. Once we have received the returned item and checked that it is in its original condition, unworn, undamaged and with its packaging intact, we will proceed with a refund by voucher or an exchange, depending on your preference.
The cost of returning the item is at the customer's expense. We are committed to making the process as transparent and convenient as possible for our customers.
Guarantee on defective items
We are committed to supplying quality items, but in the event of an item having a manufacturing fault or quality issue, we offer a guarantee to ensure customer satisfaction. If you receive a faulty item, please contact us promptly to report the problem. We will endeavour to resolve the situation quickly and satisfactorily, either by replacing the item or issuing a credit note. Please note that although we endeavour to supply quality items, defects may occasionally occur. As such, our shop accepts no liability for any damage or loss arising from the use of our products. We appreciate the trust you place in us and thank you for your understanding in these situations.
Exclusions / Exceptions
Due to the intimate nature of underwear and our commitment to the respect and well-being of each customer, we do not accept any exchanges or returns of lingerie items for health and safety reasons. In addition, promotional or sale items are considered final sales, which means that they cannot be returned for a refund or exchanged. These exclusions are in place to ensure safety and compliance with hygiene standards, as well as to clarify the conditions of return for our customers, thus ensuring a transparent and trustworthy shopping experience.