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Shipping & Returns Policy

Last Updated: July 18, 2025

This policy outlines our procedures for shipping and returns for orders placed on AfroCharm.ch. We strive to provide a clear and fair process for all our valued customers in Switzerland.

1. Shipping Policy

1.1. Delivery Area

We deliver exclusively within Switzerland. We do not currently offer international shipping.

1.2. Processing Time

  • Orders are typically processed and dispatched from our warehouse in Oberburg, Canton of Bern, within 1-2 business days (Monday to Friday, excluding public holidays) after successful payment confirmation.
  • During peak seasons or promotional periods, processing times may be slightly longer. We will notify you if there are significant delays.

1.3. Shipping Methods and Carriers

  • We primarily use Swiss Post for all our deliveries.
  • You will typically have the option to choose between different shipping speeds at checkout, such as:
    • PostPac Economy: Estimated delivery in 2-3 business days after dispatch.
    • PostPac Priority: Estimated delivery in 1-2 business days after dispatch.

1.4. Shipping Costs

  • Shipping costs are calculated based on the weight, size of your order, and the chosen shipping method.
  • The exact shipping cost will be clearly displayed during the checkout process before you confirm your order.
  • We may offer free shipping promotions from time to time, which will be clearly advertised on our Website.

1.5. Delivery Times

  • Estimated delivery times begin once your order has been dispatched, not from the time you place the order.
  • While we strive for timely deliveries, please note that all delivery times are estimates and cannot be guaranteed. We are not responsible for delays caused by the shipping carrier, adverse weather conditions, or unforeseen circumstances beyond our control.
  • Once your order is shipped, you will receive a shipping confirmation email with a tracking number, allowing you to monitor the status of your delivery.

1.6. Delivery to Mailbox / Collection

  • If you are not available to receive your parcel, Swiss Post may leave a collection note, allowing you to pick up your parcel at a designated Post office or parcel pick-up point within a specified timeframe.
  • Please ensure your delivery address is accurate and complete to avoid delays or additional charges. If a parcel is returned to us due to an incorrect or incomplete address, re-shipping costs will be borne by the customer.

1.7. Damages During Transit

  • While we pack all items carefully, if you receive a package that appears to be damaged during transit, please refuse the delivery if possible, or make a note of the damage with the carrier upon receipt.
  • Immediately contact our customer service at [Insert your customer service email, e.g., [email protected]] with photos of the damaged packaging and product(s). Please retain all original packaging materials.

2. Returns Policy

2.1. General Right of Withdrawal (Switzerland)

Please be aware that under Swiss law, there is no general statutory right of withdrawal or "cooling-off period" for purchases made online, unlike in some other European countries. A contract becomes binding upon our acceptance of your offer (i.e., dispatch of goods).

2.2. Our Voluntary Returns Policy

Notwithstanding the above, AfroCharm.ch offers a voluntary right to return products within 14 calendar days from the date you received your order, subject to the conditions and exclusions below:

2.3. Conditions for Returns

  • Product Condition: The product must be returned in its original, unused, unopened, and resalable condition, exactly as you received it. This includes all original packaging, labels, seals, and any accessories.
  • Hygiene and Safety: Due to hygiene, safety, and product integrity reasons, the following items cannot be returned if they have been opened, used, or if their original seal has been broken:
    • Cosmetics and Skincare Products
    • Hair Products (e.g., shampoos, conditioners, treatments)
    • Hair Extensions and Wigs (unless demonstrably faulty upon delivery and unopened)
    • Food and Non-Alcoholic Drinks
    • Any other product explicitly stated as non-returnable on its product page.
  • Proof of Purchase: A valid receipt or proof of purchase from AfroCharm.ch is required for all returns.

2.4. Return Process

  1. Contact Us: To initiate a return, you must contact our customer service team at [email protected] within the specified return period 14 days from receipt. Please include your order number and the reason for the return.
  2. Return Authorization: We will review your request and provide you with return instructions and a return authorization, if applicable. Please do not send items back without prior authorization.
  3. Packaging: Carefully package the item(s) to be returned to prevent damage during transit. It is highly recommended to use the original packaging.
  4. Shipping: You are responsible for the costs and risks associated with returning the item(s) to us. We recommend using a trackable shipping service. The return address will be provided with your return authorization.

2.5. Refunds

  • Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days.
  • Original shipping costs are non-refundable, unless the return is due to a defect or error on our part.
  • Any promotional discounts applied to the original purchase will be factored into the refund amount.

2.6. Exchanges

  • We generally do not offer direct exchanges. If you wish to exchange an item, please follow the return process for the unwanted item and place a new order for the desired item. This ensures you receive the correct item promptly.

2.7. Defective or Incorrect Items (Statutory Warranty)

  • If you receive a product that is defective, damaged upon arrival (not due to transit, see 1.7), or incorrect, please contact us immediately (within [e.g., 2-3] days of receipt) at [Insert your customer service email].
  • Under Swiss law, you have a statutory warranty right (Art. 197 et seq. Swiss Code of Obligations) for defects present at the time of delivery. We will work with you to offer a solution, which may include repair, replacement, or a refund, as determined on a case-by-case basis in accordance with legal requirements.
  • In such cases, we will cover the return shipping costs for the defective or incorrect item.

2.8. Contact Us

For any questions regarding shipping or returns, please contact our customer service:

Tropical Heritage GmbH

Email: [email protected]