Frequently Asked Questions (FAQ)

DELIVERY AND SHIPPING CHARGES

When will I receive my order if I order before 5 p.m.?

We guarantee fast delivery. If you order before 5 p.m., you will receive your products on the next working day (except for delays by the Swiss Post or in the event of a claim).

What shipping options do I have with Gustero?

You have the following options:
• PostPac Priority with Swiss Post
Delivery on the next working day (Mon-Fri)
• Saturday delivery (PostPac Priority) with delivery the next Saturday
• Swiss-Express “Moon” with Swiss Post
Delivery before 9 a.m. the next morning (also on Saturdays) if ordered by 5 p.m.
Our packages are dispatched by the Swiss Post. Deliveries are only possible to delivery addresses in Switzerland or the Principality of Liechtenstein. For more information about shipping options, see the Delivery / Shipping Costs page.

Can I return the products I have ordered?

Please do not return the products to us unsolicited. Products that do not show any defects or damage caused by Gustero or the post office cannot be returned. Please read our page .AGB / Revocation

Can I cancel or change my order?

In principle, an order is binding once it has been completed. You can, however, send us a message to info [at] gustero.ch. If we can still see the message in good time before your order has been processed, we are usually accommodating. However, we cannot guarantee this, as this depends heavily on the capacity utilization of the customer service. We always process the mails chronologically.

My shipment did not arrive: what now?

As soon as your delivery is on its way to you, you will receive a shipping confirmation from us. There is a tracking link on this, which you can use to track your package online. In any case, have a look at this shipment tracking first. Should the case still remain unclear, you can contact us at any time by email.

My product is damaged: what do I do?

If your product is delivered to you damaged, please contact our customer service immediately by e-mail to info [at] gustero.ch. Provide detailed information about the damage and attach photos of the damage. We ask for your understanding that only damage documented by photos can be processed. Please report the damage immediately or on the following day at the latest. Please also read our terms and conditions.

CONTACT

How and when can I reach Gustero?

You can reach the Gustero team 24/7 via email. The email address is: info [at] gustero.ch. We ask you to always send your request by email. We can process inquiries much faster and more competently by email than by telephone.

Can I reach Gustero by phone?

We deliberately do without a telephone number, as we can process your request much faster and more competently if you send the request by e-mail. This allows us to clarify the matter immediately internally with the responsible persons and departments and to provide you with a competent and solution-oriented answer quickly. In case of doubt, we will call you back.

PAYMENT METHODS

What payment options do I have?

The following payment methods are available: Twint, PayPal, credit card (Visa, Mastercard, American Express), invoice for regular customers, Klarna invoice, Apple Pay, PostFinance Card, PostFinance e-finance. If the payment method invoice for regular customers is selected, the payment period is 5 days from the order date.
With the payment methods invoice for regular customers and Klarna. A credit check is carried out on the invoice in the payment process. Therefore, these payment methods are not always available. You can find more about this in our terms and conditions.

COLLABORATION / COOPERATIONS

B2B: I would like to place my products on Gustero. How do I proceed?

If you are interested in working with us, you can contact purchase [at] gustero.ch. Please inform us in detail about your products and send us your best conditions.

PRIVACY AND SECURITY

What happens with my data?

Gustero appreciates your trust and applies the utmost care and the highest security standards to protect your personal data from unauthorized access. Your order, personal data and your details about payment processing are protected by technical security systems and additional authorization procedures. This applies to both the transfer of the data and the storage on our servers. You can find more about this in our data protection declaration.

What does Gustero use my data for?

When processing data, your interests worthy of protection are always taken into account in accordance with the statutory provisions. We and our subcontractors process your personal data for order processing and to maintain customer relationships and do not pass them on to outside third parties. If we make advance payments, e.g. for a purchase on account, we may obtain credit information on the basis of mathematical-statistical procedures from a credit agency in order to safeguard our legitimate interests. For this purpose, we transmit the personal data required for a credit check to the credit agency and use the information received on the statistical probability of default in payment for a balanced decision on the establishment, implementation or termination of the contractual relationship. On request, we will be happy to inform you which credit bureaus we contact for this. Furthermore, we use and process your personal data to maintain customer relationships and for our own marketing purposes.