Shipping policy

1. Order Processing Times

All orders are processed within 1 to 2 business days (excluding weekends and public holidays) after we receive your order confirmation by email. You will receive a notification once your order has been shipped.

2. Delivery Times and Costs

Delivery times vary depending on your location. Below are the estimated delivery times:

• Switzerland: 2 to 3 business days
• Europe: 5 to 7 business days
• International: 7 to 10 business days

Delivery costs: shipping is not charged at a flat rate. It is calculated dynamically at checkout by the UPS service, based on the actual weight and dimensions of the parcel and the destination. The exact amount is shown to you before you confirm your order.

Note: Delivery times are estimates provided by our logistics partners. During peak periods, such as the end-of-year holidays, delivery times may be extended.

3. Order Tracking

Once your order has been shipped, you will receive a confirmation email including a tracking number. You can follow your order's progress in real time on the carrier's website.

4. Shipping Delays and Issues

Although we make every effort to meet shipping deadlines, delays may occur due to external factors such as weather conditions, customs, or strikes. We kindly ask for your patience if your order is delayed.
If your order does not arrive within the estimated time frame, please contact us at info@heidi.shop.

5. Customs Fees and Import Taxes

All shipments outside Switzerland are made DAP (Delivered At Place). Customs duties, VAT and other import taxes, as well as customs clearance fees, are borne by the recipient and are payable on receipt of the parcel. They are included neither in the price of the items nor in the shipping costs. We recommend checking with your local authorities regarding any applicable taxes on your international orders.

6. Incorrect Delivery Address

Please ensure that the delivery address provided is correct. If an order is returned due to an incorrect or incomplete address, we will contact you to arrange a new shipment. Additional charges may apply for reshipping.

7. Unclaimed Delivery

If a parcel is not claimed or if you are absent at the time of delivery, the carrier may leave a delivery notice with instructions to collect the parcel from a pickup point or to schedule a new delivery. If the parcel is not claimed within a reasonable time, it will be returned to us. You will then be responsible for the return costs and any other applicable charges (bank fees, for example).

8. Merchandise Damaged During Shipping

We take care to pack your items properly to prevent any damage during shipping. However, if your product arrives damaged, please contact us at info@heidi.shop within 48 hours of receipt, including photos of the item and the packaging. We will do our best to resolve the issue quickly.

9. Delivery Areas

We currently deliver to Switzerland, Europe, and most international countries. If you would like to know whether we deliver to a specific area not mentioned above, please contact us before placing your order.