Frequently Asked Questions (FAQ)
General Questions
Where is SwissFellas based?
SwissFellas is registered in the Netherlands, with our company address at Amsteldijk Noord 143, Amstelveen, North Holland, 1183 TK, Netherlands. Our operations and customer service focus on the UK market.
How can I contact SwissFellas?
You can contact us via:
- Email: info@swissfellas.co.uk
- Phone: +31619048502
- Contact Form: Click here
- Customer service: Monday to Friday between 9:00 am to 5:00 pm (GMT).
- The Customer Service replies within 24 to 48 hours during working days.
What are your customer service hours?
Our customer service is available Monday to Friday between 9:00 am and 5:00 pm (GMT).
Account & Ordering
Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track orders, save preferences, and speed up future checkouts.
How do I place an order?
- Browse our website and select your desired products.
- Add items to your cart.
- Proceed to checkout.
- Enter your shipping and billing information.
- Select a payment method and complete the order.
How can I track my order?
After placing an order, you will receive an email with a tracking number and instructions to track your order on our website’s Track Your Order page.
Can I modify or cancel my order after placing it?
Yes you can modify or cancel your order. Please contact our customer service team as soon as possible after you have placed the order. If the order has been processed, it can not be modified or cancelled anymore.
Payment
What payment methods do you accept?
We accept the following payment methods:
- Visa
- MasterCard
Is my payment information secure?
Yes, all transactions on SwissFellas are encrypted using advanced SSL technology to ensure privacy and security. We do not store sensitive payment details.
Can I use multiple payment methods for a single order?
No, at this time we only accept one payment method per order.
Shipping
Where do you ship to?
Currently, we ship to addresses within the UK only.
How much does shipping cost?
We offer free shipping on all orders within the UK.
How long does delivery take?
- Handling time (days): 1-2 business days
- Transit time (days): 5-7 business days
- Total Delivery Time (days): 6-9 business days
Which courier services do you use for shipping?
We ship using DHL and FedEx, ensuring reliable and fast deliveries.
Do you offer insured shipping?
Yes, all shipments are insured. If your package is lost or damaged during transit, please contact our customer service for assistance.
Returns & Refunds
What is your return policy?
You can return items within 30 days of the delivery date. Items must be unused, undamaged, and in their original packaging. Personalized items cannot be returned.
Do you charge a restocking fee for returns?
No, we do not charge any restocking fee.
Who pays for return shipping?
- If the item is defective or incorrect, SwissFellas covers the return shipping cost.
- For customer remorse returns (e.g., wrong product ordered, no longer needed), the customer is responsible for the return shipping cost.
How long does it take to process a refund?
Refunds are processed within 5 business days of receiving the returned item. The amount will be refunded to the original payment method.
How do I initiate a return?
To initiate a return, contact us at info@swissfellas.co.uk with your order number and reason for return. We will provide detailed instructions on how to return your item.
Privacy & Security
How does SwissFellas protect my personal information?
We use industry-standard security measures, including SSL encryption, to protect your personal information. Additionally, we comply with UK data protection regulations.
What personal information do you collect?
We may collect the following information:
- Name
- Email address
- Phone number
- Billing and shipping addresses
-
Payment information (processed securely)
Do you share my information with third parties?
We may share your information with trusted third-party service providers for order processing, shipping, and payment purposes. We do not sell your information to third parties.
Can I request my personal data or have it deleted?
Yes, you can request access to, update, or delete your personal data by contacting us at info@swissfellas.co.uk.
Cookies & Tracking
Do you use cookies on your website?
Yes, we use cookies to enhance your browsing experience, provide analytics, and remember your preferences. For more details, please refer to our Cookie Policy in our Privacy Policy page.
Can I disable cookies?
Yes, you can disable cookies through your browser settings. However, some features of our website may not function properly if cookies are disabled.
Legal & Compliance
What are your terms and conditions?
You can view our detailed General Terms and Conditions on our website. By using our website and placing an order, you agree to these terms.
Advertising & Affiliates
Do you display third-party advertisements?
Yes, our website may contain third-party advertisements. We are not responsible for the content, accuracy, or offers made by these third parties.
Can I become an affiliate of SwissFellas?
We are currently not offering an affiliate program, but this may change in the future. Stay tuned for updates.
Others
Do you offer gift cards?
Currently, we do not offer gift cards.
Can I request a personalized item?
Yes, we offer personalized items. However, please note that personalized items are non-returnable unless defective.
Do you have physical stores?
No, SwissFellas is an online-only store.
Customer Service Info:
Website Name: SwissFellas
Company Name: SwissFellas
E-Mail: info@swissfellas.co.uk
Phone: +31619048502
Contact Form: Click here
Address: Amsteldijk Noord 143, Amstelveen, North Holland, 1183 TK, Netherlands
Our customer service is available at the following times
Monday through Friday: 9:00-17:00 (GMT)
Saturday and Sunday: closed (GMT)
We always try to respond within 2 working days.
If you still have questions, please visit our “Frequently Asked Questions (FAQ)” page