FAQ - Returns and refunds

Returns and refunds

Can I return an item?

We accept your returns for 30 days after receiving your order. Unfortunately, in the following cases, returned items will not be accepted:

  • When items are damaged (except for transportation damage)
  • When the original packaging has not been kept
  • When one or more accessories are missing
  • Items that have been opened from the following commodity groups: coffees, coffee grinders, teas, as well as consumables (filters, cleaning/descaling tablets, etc.)

Tip: Keep the original packaging, even when the items have already been opened.

How do you make a return or an exchange?

Step-by-step return process

  1. Make the request: Send us a message via the contact form with the order number, what you want to send back, and why you wish to return it. Do not send anything before you have received a confirmation email from our team validating your request.
  2. Packaging: To avoid shipping damage during the return process, be sure the items are well protected and packed. When possible, if a protective cardboard box was used in addition to the original packaging for shipping, it should also be used for the return.
  3. Return: We will provide you with a prepaid return shipping label, you just need to drop off your package where we tell you to do so.
  4. Refund: Upon receipt of your return and after validation of our services, you will be either reimbursed using the same means of payment used to place the order, or a credit voucher will be sent to you via email.

Tip: Click on "Credit" to see a list of your current active credits.

How long do I have to return something?

You have 30 days to return products to us.

This period is valid from the day the goods were physically delivered to you. If the 30 days have already passed, please contact customer service. Your case will be reviewed individually. You can find the information on our contact form.

DO YOU STILL NEED HELP?

Don't hesitate to contact our customer service :)

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FREE DELIVERY
Orders greater than CHF 100 receive 24/48H delivery

FREE RETURNS
You have 30 days to return your order for free

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