FAQ
Orders & Payments
How do I order?
Place your desired product in the shopping cart and follow the checkout. By completing the order you confirm our terms and conditions. The contract is concluded as soon as you receive our order confirmation by e-mail or the goods are dispatched.
Do the prices include VAT?
Yes, all prices are in CHF incl. VAT. Shipping costs are shown in the checkout.
Which payment method is possible?
Currently only by invoice (30 days net). The invoice is enclosed with the package.
Will I receive a paper invoice?
Yes, the invoice is enclosed in the package. We can send you a copy by e-mail on request.
Can I change or cancel my order at a later date?
As long as your order has not yet been packed, we will try to make adjustments. Please contact us immediately by e-mail info@sonasenz.ch with your order number.
Shipping & Delivery
Where do you deliver to?
Deliveries are made within Switzerland and Liechtenstein.
How long does the delivery take?
Usually 1-2 working days by post. For larger quantities by forwarding agent 2-5 working days.
Which service provider do you use for shipping?
Consignments up to 10 kg by Swiss Post (small consignments via A Mail Plus or parcels). For larger orders, we deliver by forwarding agent.
How high are the shipping costs?
The costs depend on the order quantity and are shown in the checkout.
Can I specify a different delivery address?
Yes, please check the delivery address carefully. Additional costs for incorrect address details will be charged to the customer.
I have not received a shipping confirmation - where is my parcel?
As soon as the shipment has been dispatched, you will receive a tracking number from Swiss Post (by e-mail or SMS). This allows you to check where your shipment is. We do not send an additional shipping confirmation.
If you have not received a tracking number from Swiss Post, please contact us with your order number at info@sonasenz.ch. We will check the status and get back to you as soon as possible.
Return & exchange
Can I return products?
Yes, you can return unopened goods in their original packaging to the following address within 14 days of receipt (please enclose a copy of the invoice):
- Sonasenz GmbH, Ammereweg 1, 3114 Wichtrach, Switzerland.
The return shipment is at the customer’s own expense and responsibility.
How does the return process work?
1. register the return: Please send us a short e-mail in advance with the order number (and optionally the reason).
2. pack the goods: Only return unopened products in their original packaging. Please pack them in break-proof packaging.
3. enclose: Please enclose a copy of the invoice.
4. address for returns: Sonasenz GmbH, Ammereweg 1, 3114 Wichtrach, Switzerland.
5. posting: Please put sufficient postage on the return shipment and post it at the post office. The return shipment is at your own expense and responsibility (please keep the receipt).
6. refund: After receipt and verification, we will refund the value of the goods within 10 days to the account specified by you (if payment has already been made).
What do I do if the goods are damaged or defective?
Please check the delivery immediately and report any defects within 5 days by e-mail to info@sonasenz.ch. In the event of justified defects, you will receive a replacement or a refund of the purchase price.
Do you offer exchanges?
We do not provide for a direct exchange process. If you would like a different product, please place a new regular order and return the original, unopened product in accordance with the return policy.
Account & Privacy
Do I need an account to order?
Yes, you need an account.
You will be asked for your e-mail address during the ordering process. When you make your first purchase, you also enter your billing and delivery address details.
For future orders, simply enter your e-mail address and your chosen password to log in to your account. This makes ordering easier and quicker.
How do I create an account?
During the initial ordering process, you will be automatically guided through the registration process.
Alternatively, you can register under “Register” at the top right of the website. Follow the steps in the form.
Forgot your password - what now?
Click on “Forgot your password?” and follow the instructions to set a new password.
You will then receive an e-mail with a link to reset your password.
How do I change my address or contact details?
Log in to your account and update the details under “Addresses/Account”. Alternatively, send us a short e-mail to info@sonasenz.ch.
Where can I find my order details/invoices?
You can find all your past orders in your user account. To view your orders, log in under “Login” and then click on “Orders” in your account.
On request, we will send you a copy of your invoice by e-mail. Please state your order number.
How do I delete my account or request information about my data?
Please send us your request by e-mail to info@sonasenz.ch.
Further details on the handling of personal data can be found in our privacy policy.