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Réponses aux questions les plus fréquentes sur les achats
Commandes et expédition
Les commandes sont préparées et expédiées dans un délai de 2-3 jours ouvrables, 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.
Vous pouvez créer votre compte lors de votre première commande, ou en allant dans le menu "mon compte".
Vous pouvez modifier votre adresse de livraison lors de votre commande sur la page de paiement ou en vous connectant avec votre compte.
Chaque commande est expédiée avec suivi – sans exception. 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.
Non, toutes vos données sont en sécurité. Nous n'utilisons que des fournisseurs de services externes tiers, tels que PayPal ou Stripe, de sorte que nous n'aurons jamais connaissance des informations relatives à votre carte de crédit. En outre, notre site utilise le cryptage SSL pour une sécurité maximale.
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.
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Retours et échanges
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 jours 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 jours 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 jours 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.
Vous pouvez nous contacter via le formulaire ou nous envoyer un courriel directement, notre service d'assistance sera heureux de vous aider.
Si vous saisissez une adresse erronée, vous devez en être informé immédiatement par écrit via notre formulaire de contact, et avant que les produits ne soient expédiés.
Si les produits ont déjà été expédiés, malheureusement en cas de changement, le service postal facture un supplément.
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.
Si un produit est en rupture de stock, vous pouvez nous écrire et nous verrons si nous pouvons l'inclure dès que possible.