FAQs
Below are some frequently asked questions. You can otherwise contact us by email or telephone via the contact page
Shipping Switzerland
How long will it take to deliver?
Most often, we receive orders the same day you order. We send everything by default as next working day DPD delivery, subject to stock availability.
As a guide however, you cannot expect delivery more than 5 working days from the date you placed your order .
If you have not received your package after this time, please contact the store at 078.108.26.83
All packages shipped on Friday by DPD will reach you on Monday... but for whatever reason, we see them delivering them on a Saturday! If you specifically need guaranteed Saturday delivery, call us at the store and we will work out a solution with you.
If your order is urgent, please contact us first to check stock availability at 079.108.26.83
What carriers do you use?
We use all major carriers and local shipping partners, but DPD is our workhorse and Fedex, UPS is sometimes used for long/larger items.
How will my order be packaged for delivery?
We use plain packaging or safety packaging to ensure light-fingered couriers have no idea.
How much is shipping ?
Delivery costs to Switzerland are:
- Free for orders of 150.- and more!
- 15.- for orders less than 150.-
A surcharge for heavy items (generally 50 liter bags of soil) of 10.- will apply per item at checkout, regardless of the value of your basket.
If the size and/or weight exceeds what our carrier allows, they will be shipped on a pallet.
Unfortunately, this means additional fees will be charged. These result in a charge of 50.- on your basket for the first item in your basket and 25.- for the following ones.
International Shipping
Do you ship internationally?
Yes! We ship anywhere and everywhere...just pay for shipping.
Our Swiss taxes will be removed. Expect to pay local import duties and taxes before receipt.
When we ship something overseas, we cannot be held responsible if it is returned to the border - it is impossible for us to track and know which of our (7000+) products are/are not allowed in any of 193 countries. . It's your responsibility. I repeat - your responsibility
How much is shipping ?
Our shipping algorithm is not there yet, but for most European countries the starting cost will be 50.-.
If shipping costs are much higher, we will contact you with a final total which you can either pay or request a refund.
No stress if you want to repay; we totally understand. We are actively trying to sort out our shipping algorithm so that it is much more accurate.
If you prefer, simply email us at i.havelette@gmail.com with your order and we will give you a quote with final shipping costs.
Or place the order and choose to pay by bank deposit, this way we will receive the order and review it and contact you with a final quote.
How long will this take?
Usually 7 days to Europe. Oddly the US can have a fast AF, maybe 3/4 days sometimes. To the rest of the world it arrives within perhaps 10 days, but may sit in a queue at customs waiting to be processed for a few days.
Just understand that we send things in good faith, so if shit is delayed we will still support and pursue the courier... but don't give us shit and hit us with this 1 star review like it's our because it takes forever and a day!
In summary, we will always do our best to deliver your goods to you as soon as possible, but please keep this in mind before purchasing, as these issues are completely out of our control.
Once your order has been shipped, you will receive a tracking number.
Most international deliveries are received within 10-15 business days of shipping . It's just customs clearance that may take the longest.
If you have not received your delivery after 3 weeks, contact us on i.havelette@gmail.com or call us on 079.108.26.83
Will I have to pay VAT and duties?
Yes, you will!
When you visit our website from outside Switzerland, you will see all prices in your local currency, excluding the 20% Swiss tax.
Your imported shipments will be subject to local country taxes AND be prepared to present any required documents they may request.
How much tax/duty do I have to pay at customs?
Contact your local customs office directly. However, as a very general figure,
let's just assume 20%. But that's just our complete and total estimate.
Countries use import taxes and laws to prohibit, limit, manage, encourage or
penalize certain goods entering their country in order to protect
economy of the country. For example. increase the tax on imports from certain countries to
political/economic reasons, or even certain products can be completely
prohibited.
Note: you
only pay tax on what we declare on the documents to customs.
What happens if I don't pay taxes/duties/customs clearance?
Quite simply; no money no honey. 🍯 If you fail to pay VAT/duties, or provide them with the required documents they request, your package may be returned or destroyed.
When we ship something overseas, we cannot be held responsible if it is returned to the border - it is impossible for us to track and know which of our (7000+) products are/are not allowed in any of 193 countries. . It's your responsibility. I repeat - your responsibility
Please note: it is your responsibility to ensure that the product you order will be accepted through customs.
We send all orders with the commercial invoice required for shipping. So, by the time it arrives in your country, you should be ready to fill out any other documents that customs might ask of you.
We will obviously do our best to help you as much as possible, but we cannot invent documents that we do not have.
We are not required to provide you with a refund if you are unable to complete customs clearance.
Only IF we receive the items back will we refund you the cost of the goods, less the original shipping costs, less the return shipping costs incurred (as they will charge us!!) less an admin fee /restocking 15%.
If it is lost or destroyed, you get nothing back.
To be absolutely clear, it is a major headache for the administrator when this happens. So please do your research and don't get caught out.
Back
Can I return an item?
We offer a 14 day return policy if you purchased the wrong item or no longer need it.
Call us first to discuss, then start the process on our returns portal.
However, and this may seem obvious: the item must be as you received it! Fresh box. For example. If you tore the box open, took a look and realized you bought the wrong item... we obviously can't accept it back.
When collecting the return of an unwanted item, we will refund your order less the original shipping charge and a 15% restocking fee. if you refuse delivery before it arrives, you will be refunded 30.- return shipping costs (or 80.- if per pallet), less the original delivery costs and a 15% restocking fee.
For defective items, scroll to this section for details.
What are the conditions?
- You have owned the items for 14 business days or less
- Items are in their original and unopened condition, ready to be resold by our growshop.
In short, if the product is as impeccable as you received it, we can accept a return. If you tore/used the box, we cannot.
Can I return sale or used items?
We are unable to accept sale items. Used items are collected only (sold as seen) or online at your own risk.
Defective items
I received a defective item
Let us know ASAP! There's nothing we can do if you only opened it weeks later and then said it was defective!!