frequently asked Questions
At our company we take customer service seriously. Whether you have a question or concern, please do not hesitate to contact us. Our goal is to respond to all inquiries within one business day. You can rely on us to provide you with a friendly and helpful service that will leave you feeling safe and supported.
Our contact page:
Where is my package?
To find out the current status of your order, you can check your customer account under Orders at any time. There you will find the current delivery dates, which are regularly updated by us and our suppliers. Once your product has been delivered to the post office, you can access your package's direct tracking link and track the shipping status in real time. If you have chosen the “Prepayment” payment method, your order will be shipped as soon as we have received and recorded your payment. Please note that this may take 1-2 working days.
If your package has already been sent but has not arrived, we recommend first checking whether it was left with a neighbor. If this is not the case and the shipping status has been "shipped" for more than five days, please do not hesitate to contact us. We are glad to help you.
Where can I find the invoice for my order?
In your customer account you will find all the important information about your orders. You can view and manage your order under the “Orders” menu item. You will also find your order confirmation and invoice via email. You can easily download or print these. Please note that for ecological reasons, no paper receipt is included in your package or envelope.
How can I cancel an order?
Do you want to cancel an order or have you decided on a different product? No problem, as long as the order has not yet been prepared for shipping, you can cancel the unwanted product. To do this, proceed as follows: Contact us and report the products you want to cancel.
If the order has been shipped, you can simply return the unwanted product to us.
If you have already paid for the product, the amount will be refunded to your chosen payment method.
How do I change my delivery address or billing address?
If you would like to change your shipping address or billing address, we ask that you contact us as soon as possible. We will do our best to adjust your order while it has not yet shipped. However, please note that we cannot make changes to the delivery address once your order has been dispatched.
In this case, we recommend that you contact the shipping service provider directly to arrange an alternative delivery address or delivery options. You can find the link to the shipping service provider in your order confirmation or on the tracking page of your order. Update your shipping and billing addresses in your customer account to ensure your order is delivered successfully. If the address is incorrect, the order will be automatically returned and the amount will be credited.
When will my order be shipped?
Our products are sent as a collection service, without stocks. Estimated delivery time is approximately 2 to 3 weeks. To check the current status of your order, please visit your order overview in your customer account. Please note that shipping delays may occur.
- If some items are out of stock, the entire order will be held. However, you can have immediately available products shipped separately by contacting us.
- If you have chosen the “Prepayment” payment method, your order will only be shipped once we have received the amount. We ask for your understanding for this delay and thank you in advance for your patience.
As soon as we receive your products, we will ship them immediately. We thank you for your understanding and support in our commitment to the environment. If you have any questions or problems, please feel free to contact us.
Delivery without shipping costs
From a purchase value of 149+ CHF, all products and orders are sent free of charge to addresses in Switzerland and Liechtenstein. We want to guarantee our customers smooth delivery and ship all products directly with the reliable Swiss Post. Enjoy convenient and free delivery for your purchase with us!
How much are the shipping costs and how long does it take until I receive my delivery?
- Shipping with post tracking 1-3 working days (orders under 149 CHF) CHF 9.00
- Shipping with post tracking 1-3 working days (orders over 149 CHF) Free
- Economy Shipping (about 7 to 14 business days after ship date) Order value CHF 0.00–CHF 69.90 Delivery costs: CHF 35.00
- Free Standard Shipping (about 7 to 14 business days after ship date) CHF 70.00 and more Free
Please note that we are a collection service and do not hold stock. The delivery time is approximately 2 to 3 weeks
What payment options do you offer?
We offer a variety of safe and convenient payment options for you to choose from. Here are some of the options you can use with us:
- Advance payment
- Google Pay
- Credit cards (Visa, MasterCard)
- Maestro (national) / Maestro (international)
- Shopify Payments
If you use the advance payment method (bank transfer), you pay for your order in advance using the account information that we will send you by email. Once your payment has been recorded in our system, your products will be shipped or ordered from the supplier.
What to do if your credit card payment is canceled?
If your electronic payment is interrupted, there are several possible reasons. You will not be charged for a failed transaction and the amount will be automatically canceled within 30 days. Here are some possible error codes and what you can do:Error Code 01: The credit card provided cannot be used for security reasons.
- A credit card can only be used 3x every 24 hours. If three attempts or orders have already been made, try again later or choose a different payment method.
- If you see this error code on the first try, it's because the credit card comes from an unsupported country. Credit cards are accepted from Switzerland, Liechtenstein, Austria, France, Germany, Italy, Australia, Belgium, Canada, Denmark, Czech Republic, Finland, Hong Kong SAR, Ireland, Japan, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, United Kingdom and United States accepted.
Error Code 02: The transaction was rejected by the card issuer.
- General credit card information was entered incorrectly.
- The credit card is no longer valid.
- The daily limit of the credit card has been reached.
- Try the payment process again or choose another payment option.
If you encounter further difficulties, contact the card provider to make sure everything is OK. If payment still doesn't work, contact our customer service so we can help you.
How do I redeem a voucher?
This is how you can easily redeem a voucher:
- Put the desired products in the shopping cart and go to checkout.
- Click in the “Discount Code” section.
- Enter your voucher code and the corresponding amount will be deducted directly.
- You can also redeem multiple voucher codes for one order.
- If the value of your voucher is higher than the total amount of your order, the remaining amount of your voucher remains.
If you have forgotten to redeem your voucher or would like to redeem it later in an order, you can contact us as long as your order has not yet been delivered and the amount is still outstanding. We are glad to help you!
How do I return a product?
How to return a product:
- - Register the return by logging into the customer account in the order you placed within the return period.
- - Record the reason for the return and any notes. Then click on “Enter return”. Please note that return shipping costs apply.
- - Print out the return request and return the product by simply placing it in the package and sticking the return sticker on the package. It is important that the old shipping label is no longer visible. Drop off the package at a Swiss Post branch or have pick@home pick it up at home. After confirmation you will receive a refund.
Please note that the return conditions only apply if the product is returned flawless, complete and in the original packaging. If there is damage or defects, the return may be refused. Further information can be found in our return conditions and our general terms and conditions.
How long can I return a product?
Here's everything you need to know if you want to return a product:
- - You have 30 calendar days from receiving your order to return items.
- - It usually takes about a week for the return to reach us.
- - Once we have received the items, we will refund the amount paid, provided the items have been paid for by you and have been properly returned to us.
- - Please note that it may take up to 30 days after sending the return for the refund to appear in the account you used to pay.
If you have any further questions about returning items, we are happy to help!
Are there items that I cannot return?
Here are the items that cannot be returned:
- - Products that lack accessories
- - Damaged products (excluding transport damage)
- - Products that do not have the original packaging
- - Food
The following products can only be returned as long as the packaging has not been opened:
- - Hygiene items such as toothbrushes, razors, etc.
- - Products used to prepare or store food, such as pans, Tupperware, etc.
What are the costs for a return?
Here are the costs that may apply when returning:
- - Postage costs: The customer is responsible for the postage costs for returning products.
However, there are exceptions:
- - If you receive a product other than the one ordered, The Honeyhugs will cover the return shipping costs.
- - If the product information in the online shop is incorrect, The Honeyhugs will cover the return shipping costs.
- - If you receive a product that was not ordered, The Honeyhugs will cover the return shipping costs.
- - If you receive an incomplete product, The Honeyhugs will cover the return shipping costs.
- - A full refund of the purchase price is only available if the product is in the unopened, undamaged original packaging.