Pomoc zákazníkům
Náš tým je vždy připraven vám pomoci.
Odpovědi na běžné dotazy týkající se nákupu
Objednávky a přeprava
Orders are prepared and dispatched within 2-3 pracovní dny, Monday to Friday, excluding Swiss public holidays. Delivery time then depends on your country and the shipping method you choose at checkout.
An estimate is shown in the shopping cart based on your shipping zone. For more detail, see our shipping page.
Účet si můžete vytvořit při první objednávce nebo v nabídce "můj účet".
Svou dodací adresu můžete změnit při objednávání na stránce pokladny nebo po přihlášení ke svému účtu.
Every order ships tracked — no exceptions. You receive a tracking number by email as soon as your parcel leaves our warehouse, and you can check its status at any time on our tracking page.
Parcels over 2Kg also require a signature on delivery, so you get confirmed proof of delivery.
Ne, všechna vaše data jsou v bezpečí. Používáme pouze externí poskytovatele služeb třetích stran, jako je PayPal nebo Stripe, takže se nikdy nedozvíme údaje o vaší kreditní kartě. Kromě toho naše stránky používají šifrování SSL pro maximální zabezpečení.
It depends on where you are. For orders shipped to the European Union up to €150, VAT and duties are already included in the price you pay at checkout (IOSS) — nothing more to pay on delivery. For orders shipped to the United States via USPS, the 15% import duty is included too: we pay it on your behalf.
For other destinations, any import duties are set by your local customs authority and are payable by you as the importer.
We ship almost worldwide, and every order leaves directly from Switzerland. A short list of countries is excluded for political, health or logistical reasons — you’ll find it on our shipping page.
Parcels up to 2Kg travel by tracked airmail; parcels over 2Kg are tracked and require a signature on delivery. Courier options (DPD, DHL, FedEx) are available for faster delivery in selected countries. Prices are calculated automatically in the cart based on weight and destination.
Larger orders may be split across several parcels for weight reasons. You pay shipping only once, and you receive a tracking number for each parcel.
Pokud potřebujete vyměnit položku
Vrácení a výměna zboží
We stand behind every order with our Delivered or Refunded guarantee.
If your parcel doesn’t arrive, or arrives damaged, melted, incomplete or expired, contact us within 14 days of delivery with a photo and choose a replacement or a full refund. When the fault is ours, shipping costs are refunded too.
Because we ship food, we never ask you to send products back.
Contact our support within 14 days of delivery with a photo of what you received. We’ll send the correct product or refund you in full, including shipping — your choice. No return needed.
Send us a photo of the parcel and of the products within 14 days of delivery and we’ll make it right: a replacement or a full refund of the affected products, including shipping. You keep the parcel — we don’t ask you to ship food back to Switzerland.
All our shipments are tracked and insured, and we handle the claim with the carrier ourselves.
No. Because we deal with food products, clear photographs of the product and its packaging are enough for us to process your claim. In the rare cases where a physical return is genuinely necessary, we arrange and pay for it ourselves.
Můžete nás kontaktovat prostřednictvím formuláře nebo nám přímo napsat e-mail, naše podpora vám ráda pomůže.
Pokud zadáte špatnou adresu, musíte být neprodleně písemně informováni prostřednictvím našeho kontaktního formuláře, a to před odesláním produktů.
Pokud již byly produkty odeslány, v případě změny si bohužel pošta účtuje příplatek.
Yes — you can cancel at any time before your order is dispatched by contacting us through the contact form. A 15% fee is withheld to cover the payment processing fees charged by our providers, which are not returned to us when a payment is refunded.
Once an order has been dispatched it can no longer be cancelled; from that point our returns policy applies.
Pokud některý výrobek není skladem, můžete nám napsat a my se pokusíme jej co nejdříve zařadit do nabídky.