FAQ
Here you can find all the important information on the topic of Orders, Shipping and Returns.
Orders
How does the ordering process work?
Once you have selected your products, simply add them to the shopping cart and proceed through the checkout process.
Do I need to have a customer account to place an order?
No. Orders can only be placed as guest orders.
What payment methods do you accept?
The following payment methods can be used in Switzerland: credit or debit card, TWINT and PayPal.
All payments are processed in Swiss francs (CHF), regardless of the selected payment method.
More information can be found here.
Is payment secure?
Yes. Payments are processed via a certified payment service provider using SSL-encrypted data transmission.
Will I receive an order confirmation for my order?
Yes. Once you place your order, you will receive an email order information containing all the pertinent information.
Once we begin processing your order, you will receive the official email order confirmation.
How will I receive my invoice?
Your invoice will be provided as a PDF attachment to the official email order confirmation.
Can I change or cancel my order after it has been placed?
Yes, as long as your order has not yet entered processing.
To request a change or cancellation, please use our contact form and select “Online shop” as the type of enquiry.
Once the processing of your order has started, subsequent changes or cancellations are no longer possible.
Shipping
What countries do you ship to?
Currently, we only offer shipping within Switzerland (CH).
Shipping is handled by our logistics partner Swiss Post.
Further information can be found here.
Which addresses do you deliver to?
We only deliver to residential and business addresses.
Delivery to PO boxes, parcel lockers and pickup stations is not possible.
When will my order be shipped?
Orders are usually processed and shipped within 24 hours of being placed.
How long does delivery take?
Depending on the selected shipping option, delivery usually takes approximately 1–3 business days.
Deliveries are made from Monday to Saturday.
No deliveries are made on Sundays or public holidays, which may extend the delivery time.
How much does shipping cost?
Shipping costs depend on the selected shipping method and are generally between CHF 8.00 and CHF 10.00.
Shipping is free for orders over CHF 80.00.
Is shipment tracking available?
No. Shipment tracking is currently not available due to technical reasons.
Returns
For how long is it possible to return goods?
You have the right to cancel your order within 14 days without giving any reason.
The cancellation period begins once you, or a person designated by you, have received the final item of the order.
Further information can be found here.
How do I register a return?
To exercise your right of cancellation, please use our contact form and select “Online shop” as the type of enquiry. In your message, please include the order date, order number and, where applicable, the reason for your cancellation (e.g. defective goods).
Alternatively, you may use the model cancellation form and send it by email to shop@bauwerk-parkett.com or by post to the address provided.
Once we have received your cancellation request, we will review your case, inform you about the next steps and confirm your return.
Who covers the return shipping costs?
You are responsible for the direct costs of returning the goods.
In the case of damaged, defective or incorrectly delivered items, we will provide you with a return shipping label.
Where should I send my return?
Please send your return to the following address:
Bauwerk Group Schweiz AG
Sabrina Lötscher
Neudorfstrasse 49
9430 St. Margrethen
Switzerland
How will the refund be processed?
The refund will be issued using the same payment method used for the original transaction, unless otherwise agreed.
As a rule, refunds are processed within 14 days after the return has been received and inspected.
Can I return opened or used items?
No. Opened or already used items cannot be returned unless they are damaged or defective.
What should I do if I receive a damaged delivery?
Please contact us immediately by email at shop@bauwerk-parkett.com and, if possible, include photos of the damaged goods or packaging.
Do you have any further questions? Please use our contact form and select “Online shop” as the type of enquiry.