FREQUENTLY ASKED QUESTIONS
How do I find my size?
Review the « Details » tab of the product you are interested in buying and review our size guide.
What if the product is sold out?
Most of our styles are offered as permanent collections (except limited editions), so sold-out products will be available again as soon as we receive the new stock. In order to know when the item is back in stock, please create an account with us (if you haven’t already) and put your name on our waiting list. As soon as the style is available again, we will let you know so that you can be first in line to place your order!
In what currency are your prices?
All of our listed prices are in Swiss francs (CHF) and in Euros (€). We charge in Swiss francs so we recommend double checking the current exchange rate for your local currency to get a better estimate of the final cost of your purchase.
Many banks and credit cards collect a foreign transaction fee for handling transactions in a foreign currency. We are not responsible for any fees.
2. PAYMENT AND TAXES
How do I pay for my order?
We accept Visa, Mastercard, American Express credit cards, wire transfer and payments with PayPal. All payments will be made in Swiss francs.
How are taxes and duties applied on orders outside Switzerland?
The prices listed on our website do not include shipping, duties or taxes. Depending where you live, your country’s customs office may apply additional charges to your order, such as import fees, declaration fees, import duties & tariffs, and local sales tax.
All fees required for customs clearance are the sole responsibility of the customer. They will be charged upon arrival by our local shipping partner.
From time to time, a customs agent may delay the delivery of packages at their discretion. For more information on customs, duties, taxes and other import charges, please contact your local customs office.
3. ORDER PLACED
What happens when my order is confirmed?
Once your order has been placed, you will receive a confirmation email summarizing your order. You will then receive a second email once your order has been shipped. You will find all the details of your order in the « my account » section, under « my orders ».
I made a mistake with my order. How can I change or cancel it?
Once you complete the checkout process, you can no longer modify or delete your order online. In case you still want to change or cancel your order, don’t hesitate to send us an email at email@example.com explaining what happened so that we can make it right!
When will my order be shipped?
After your order is confirmed, our sublimes team will prepare it and ship it out within 3-5 working days. Occasionally, during peak shopping periods, it might take us a few more days to get your order ready. We value each and every purchase you make and will do our very best to get it ready for you as soon as we can.
Where do you ship?
We deliver in Switzerland and in all European countries except from Portugal and Spain.
How much does shipping cost?
The cost of shipping varies with your destination country:
- 7-9 CHF for Switzerland
- 19 CHF within Europe
You can find out the exact shipping cost by updating your shipping address during the checkout process.
How long does shipping usually take?
Packages sent within Switzerland do not require a signature. The delivery typically takes 3-5 working days.
For international orders, delivery requires a signature at the final destination. It can take between 5-12 working days to receive your package, depending on your country and the procedures of your local customs office.
If your order is urgent, you can choose priority delivery, which will take 2-3 working days for Switzerland and 3-5 working days internationally.
If you refuse your order without authorization, or any part of it upon delivery, you will be responsible for all shipping, duties and taxes.
5. RETURNS AND EXCHANGE
What if you are not happy with your order?
If you are not happy with your order or if it’s not the right size or color, you can exchange or return the item(s) within 30 days from the date you received your package. You can’t exchange your purchase for an item with a different product code.
Any items being sent back for exchange must be received in their original condition – undamaged, unused, unstained and unwashed.
For exchanges within Switzerland:
The customer is responsible for the cost of shipping back to our headquarters.
For exchanges within Europe:
The customer is responsible for paying any shipping and customs charges related to exchanging the item(s).
Returns are made in the form of a refund to your original payment method. We do not refund any original shipping charges.
For returns within Switzerland:
The customer is responsible for paying any shipping charges related to returning the item(s).
For returns within Europe:
The customer is responsible for paying any shipping and customs charges related to returning the item(s). If you are shipping a return from outside of France, we recommend using a delivery service that provides shipment tracking.
Return packages may take a few weeks to be delivered to our headquarters in Lausanne. Once your package has arrived, please allow 5-10 working days for your return to be processed. We’ll let you know by email as soon as your refund has been processed, or once your exchange has been shipped back out to you.
How exactly do I exchange or return an item?
1. Get in touch by e-mail
Send us a message at firstname.lastname@example.org, with your order number, a description of the issue (if there is one), whether you would like to return or exchange the item(s) and the new size/color in case of exchange.
2. Mail the package with the item(s)
Please pack your item(s) securely in the original package if possible, and include inside the return/exchange confirmation paper you received with your order. We cannot accept exchanges or returns for packages received without the return/exchange confirmation paper.
You can use the shipping service of your choice to return your item(s) to the following address:
Avani – Haccius
9 avenue de Florimont
What if my items arrive damaged, defective or incorrect?
If you feel that you have received a damaged or incorrect item, please contact us right away at email@example.com with your order number and a description of the issue. We’ll sort this out for you as fast as we can.
Don’t see your question answered here? Email us at firstname.lastname@example.org