FAQ

Holiday Hours, Shipping & Returns

When should I place my order to have it delivered in time for Christmas?
Orders placed by Dec 8th before 5:00 PM CET will be delivered no later than Dec 19th with complimentary shipping. From Dec 19th to Jan 4th, order fulfilment to Switzerland and the United States will be paused, and deliveries to other regions may take a little longer than usual.

What is the return policy for orders placed during the holiday season?
Returns for orders placed in Dec are extended through Jan 15th.

What are the customer service hours during the holiday season?
Customer service is open Monday to Friday, except on bank holidays (Dec 24th-26th, Dec 31st, Jan 1st).

Delivery Times

All orders will be processed promptly, and you can expect to receive your purchase within 10-15 business days after your order has been confirmed. Please note that all shipping times are estimates and may vary depending on the destination. During peak periods, shipments may take slightly longer than usual.

Delivery Costs

We offer free worldwide shipping.

You will receive an email with your tracking number once your order has been dispatched. Please note that once an order has been placed, we are unable to modify the shipping address.

All product prices include applicable taxes for delivery to Europe and the Rest of the World. Import duties may apply depending on your country’s regulations; these duties are currently covered by us except for deliveries to the United States and the United Kingdom.

Import Duties

We recommend reviewing your country’s current import regulations, as they can change without notice. In the rare event that a package is returned due to unpaid duties or taxes, we will issue a refund to your original payment method, minus any return shipping costs and applicable customs fees.

Your order may be subject to import duties and taxes upon arrival in your country. These charges are determined by local customs authorities and vary by destination and we are unable to calculate them in advance.

Your local customs office or the shipping carrier will typically contact you to arrange payment before your package can be delivered.

To ensure accurate pricing and availability, please select your shipping country.

⁠EU Delivery: Prices are including VAT.
Rest of the World Delivery: Prices are including VAT.
US Delivery: Prices are excluding VAT. Import duties and taxes may apply upon arrival.
UK & Ireland Delivery: Prices are excluding VAT. Import duties and taxes may apply upon arrival.

UK and Ireland Delivery & Import Taxes

The UK & Ireland tax authority now charges 20% to 23% VAT upon your order’s arrival. This charge is determined by local customs and must be paid by the recipient directly to the shipping carrier before delivery. We do not collect these fees at checkout. The shipping carrier (DHL, FedEx, etc.) will contact you and guide you through the VAT payment process before delivering your order.

US Delivery & Import Taxes

A tariff of approximately 15% may be assessed upon import. This charge is determined by U.S. Customs and must be paid by the recipient directly to the shipping carrier before delivery. We do not collect these fees at checkout. The shipping carrier (DHL, FedEx, etc.) will contact you and guide you through the VAT payment process before delivering your order.

Shipping Restrictions

We are actively working to expand our global reach. However, some regions may currently be unavailable for delivery, and certain products may have shipping restrictions.

Stolen/ Damaged Parcels

It is the customer’s responsibility to provide a safe and secure shipping address. Ernest Borel are not liable for stolen or missing parcels after a successful delivery has been confirmed. Ernest Borel are not liable for any damage to parcels after they have been successfully delivered to the provided address.

Redelivery Fees

If your parcel is being returned to us, please contact us immediately to arrange redelivery. Note that redelivery fees may apply.

For any questions, contact us at info@ernestborel.ch

Returns and Exchanges

Returns

If you change your mind for any reason within 15 days of receiving your online order, we offer returns for all items, subject to the following conditions. All items must be in original condition with all the original tags, stickers, wrapping, and packaging intact, and accompanied by a receipt or proof of purchase.

To initiate a return, contact us at info@ernestborel.ch. If approved, we’ll provide a return shipping label and instructions. Returns sent without prior approval won’t be accepted.

Damages & Issues

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.

Exchanges

To exchange an item, return the original item and, once the return is processed, place a new order for the item you wish to receive.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the refund status. If approved, your refund will be issued to the original payment method. Please note, processing times may vary with your bank or credit card provider.