Shipping & returns

Can I order from outside Switzerland, and what should I bear in mind?

Yes, we ship worldwide. Please note that the statutory VAT or sales tax, as well as import duty, may arise when importing.

Why does my ordered article look different from the product photo on the homepage?

We photograph the products in the best possible quality, with many detailed photographs. But it may happen that the product you ordered has a different appearance in terms of color, material, etc. on the home page, depending on how your screen is set up.

Payment by credit card does not work. The order process is canceled.

You are using a Verified By Visa or Mastercard SecureCode credit card. These cards require the loading of an external page directly from Visa or Mastercard. But it may happen that this site is blocked by a firewall or a Pop Up Blocker. Turn off your Pop Up Blocker or ask your system administrator if he can change the settings of the firewall so that access to these pages is allowed.

What are the delivery conditions?

Our packages are all dispatched by post or courier. The maximum delivery time is 3 to 10 working days for Switzerland, while the delivery time abroad can vary. The shipping costs must be paid by the customer. Please see the postal charges in the following table (excluding VAT or sales tax.):

In Switzerland:
  • For orders with a value up to CHF 250: shipping costs CHF 8
  • For orders with a value above CHF 250: Free shipping
Abroad:
  • For orders with a value up to CHF 250: shipping costs CHF 18
  • For orders with a value above CHF 250: shipping costs CHF 12

For deliveries abroad, customs surcharges may apply at the border, which are basically to be paid by the customer. Prices for exports from Switzerland do not include VAT, as this will be charged directly to the customer by the respective customs office.

How does an exchange take place?

We offer you a 10-day exchange or return. You do not need to give a reason for the return. As we want to continually improve our service, we would, however, be grateful for any comments.

Please fill in the Return and exchange form for every excange or return. Without this form we cannot guarantee a quick handling of your case. If you cannot find the form, please print one here (Adobe Acrobat needed): Return and exchange form

Please consider the following points for a return or exchange:
  • The article needs to be unused.
  • The article needs to be in original packaging.
  • The product needs to be equipped with all hang tags and labels.

In case of an exchange we will defray the costs for the shipment of the new article, however the return of an article is made on your own cost and risk. In case of a return we will refund you the value to your bank-/PayPal account or your credit card. Please note that the shipment of the article is made on your own cost and risk.

Please send your parcel to:
eleven GmbH
Retouren/Umtausch
Schönaustrasse 13
CH-8620 Wetzikon
Schweiz

If you have any questions regarding exchange or return of an article, please contact us here or call us +41 44 558 37 38.