FAQ SERVICE

If you wish to change your password or if you've forgotten it, please click on the following link:
https://www.aeschbach-chaussures.ch/suisse/customer/account/forgotpassword/
A reset email will be sent to you automatically.

We only work with Swiss Post. An order can only be delivered to an address in Switzerland and Liechtenstein.

Delivery times are always indicated on the product page and in the order confirmation. In rare cases, delivery times may be extended, and you will be notified by email.

As soon as your parcel has been sent, you will receive a shipping confirmation containing the post's tracking number. Simply click on the link (from the end of the afternoon) to track your parcel. You can also track your order from your customer account:
- Log in using your login details.
- Click on ‘My orders’ and select the order concerned.
- In the summary table of items ordered, click on ‘Order Shipments’.
- Then click on ‘Track this shipment’.
If your tracking link doesn't show anything, don't worry, it simply means that the post office still needs a little time to scan the parcel.

All orders placed on www.a1904.ch and www.koala.ch are shipped free of charge for purchases over CHF 50.00. For orders below CHF 50.00, shipping costs are CHF 4.90.
Except for items from our partner MyprivateBoutique, where a flat shipping fee of CHF 7.90 is charged.

If your order has been cancelled, this is usually due to a stock shortage or inventory error.
The items you have ordered can be very popular and it is possible that an item is out of stock just before you place the order. In rare cases, stock cannot be updated in our system in time and the item will be cancelled. We apologise for this.
If you have any doubts about the availability of items, you can contact Customer Services for a precise answer.

We offer a variety of secure payment options. This also applies to items from our partners. You simply choose the payment method you wish to use during checkout. Our payment methods are:

-Twint

-Credit/Debit Card (Europe)

-PayPal

-PostFinance E-Finance

-PostCard

-American Express

-Bank Prepayment

-Invoice (CembraPay)

Our customer service team has no means of changing the payment methods offered to you at checkout, and to protect your data privacy, we are unable to know exactly why this payment method is not available to you.
However, if you wish to get more information on this refusal, you can email credit.check@intrum.com or click on the following link:
https://www.intrum.ch/fr/consommateurs/a-propos-d-intrum/votre-vie-privee-est-notre-priorite/formulaire-de-contact-pour-l-explication-de-l-evaluation-de-credit/

A copy of your ID will be required.

For any billing-related inquiries, please contact our partner CembraPay directly at +41 44 551 46 70 or by email at customer-care@cembrapay.ch.
You can also find their terms and conditions via the link below:
https://cembrapay.ch/en/terms/cp

Don't worry, the invoice has been sent to you by e-mail directly by our partner CembraPay (it may be in your spam folder). Please note: if you wish to receive your invoice by post, CembraPay will automatically charge you a supplement of CHF 4.25

We accept returns within 30 days from the order date.
To return an item for free, simply affix the return label to the parcel and drop it off at the Post Office. No prior registration is required.
Items from our partners MyPrivateBoutique and Merrell must be returned directly to their central office using their return label.
This does not apply to Manor marketplace items, where return fees are the responsibility of the customer.

We always include the return label in the parcel. If you cannot find it, you can print the return label yourself. Simply log in to your customer account and click on the "My Orders" tab, then on "Download Return Label". If you don’t have a password, click on "Forgot Password", and you will receive a link to create a new one.

Yes, of course! Just remember to bring your return label, or alternatively, print one of the documents received by email.
This label is essential for us to process your return quickly and efficiently.
The store will not process any refunds and will only forward your return to our central office. A credit note will be issued once the return is registered.
Please keep proof of drop-off until you receive an email confirming that we have received the parcel.

Once we have received and registered your return at our central office, we will automatically process the refund via the payment method used.
Bank Prepayment: Please email us your IBAN so we can process the refund quickly. It may take up to 3 working days for the refund to appear in your bank account.
Credit Card: The return amount will be refunded to your credit card.
Twint and PayPal: The return amount will be refunded to your Twint or PayPal account.
E-finance Payment (PostFinance) or PostFinance Card: The refund will be made to your PostFinance account.

Invoice Payment: The return amount will be deducted from the corresponding invoice. You only pay for the items you keep. Don't forget any shipping fees!
Gift Card: In the case of a return, the gift card will be re-credited.
In-store payment: For any order placed in-store, you can receive an immediate refund at the store where the order was placed, or you can send us your IBAN details by email.

Refunds depend on the payment method used to place the order. It is processed immediately upon receipt of your parcel and may take up to 5 working days to reach you, depending on your bank.

We undertake to take back all goods within 30 days of the date on which your order was shipped. It is understood that a refund can only be made if the items returned have not been worn, are whole and intact, in their original packaging and carefully packed in additional packaging (the shoe box itself cannot be used as postal packaging).
If your item meets these conditions, we will be happy to accept your return.

Unfortunately, it is not possible to return items from different orders in a single parcel. Please return each order or partial delivery separately, using the appropriate return documents.

If you want an item in a different size or color, you can contact customer service directly by email to make your request.

Did you order the wrong item or change your mind? No problem! As long as your order has not been dispatched yet, you can cancel it by sending an email to customer service.
Items from our partners are an exception.

In case of a manufacturing defect, please contact our customer service by email with the relevant order number and photos of the defect.
Normal wear and tear, misuse, failure to follow care instructions, or damage caused by the customer, as well as defects resulting from external circumstances, are not covered by the warranty.

We guarantee that the goods supplied are free from hidden defects for a period of 2 years from the date of purchase.