FAQ

Ordering & Order Modifications

  • How can I place an order? You can complete your purchase directly through our online shop, or place an order by contacting our customer support team via email at customersupport@bricksoulhome.ch.

  • Can I modify or cancel my order after it’s submitted? If your order hasn’t been processed for dispatch yet, our team can help you update or cancel it. Please reach out to customer support via email as soon as possible with your order details.

Delivery & Shipping

  • How long does order processing take? Orders are processed and dispatched within 1 to 3 business days following order confirmation. You will receive a confirmation email with tracking details as soon as it ships.

  • How will my order be delivered? Small parcels are delivered directly to your letterbox or lower parcel compartment (Ablagefach). Bulky or heavy freight items are delivered curbside to the nearest street-accessible spot.

  • What if I am not home for delivery? If a parcel does not fit in your letterbox and you are not home, the courier will leave a note. You can use this note to schedule a free redelivery or collect your package at a local pickup point (usually within 7 calendar days).

  • Will I be notified before heavy items arrive? Yes, our delivery carrier will call you prior to delivering large freight items so you are prepared.

  • Are there additional shipping fees for remote locations? Remote or hard-to-reach areas may incur extra shipping surcharges. These fees are displayed clearly at checkout or communicated to you before your order is finalized.

  • Can I pick up my order from the warehouse? Direct self-pickup from our warehouse is unavailable.

  • What happens to unclaimed packages? Parcels returned due to non-acceptance or missed pickup deadlines forfeit original shipping fees and remote surcharges. Return freight costs incurred may also be deducted from any final store credit or refund.

Returns & Damaged Items

  • Can I return an item if I change my mind? All sales are final. We do not accept returns, exchanges, or refunds for change-of-mind purchases.

  • What should I do if my package arrives damaged? Please inspect packages and note any damage on the receipt. Send photos or video of the damage along with your order number to customersupport@bricksoulhome.ch within 24 hours after the delivery.

  • How are delivery damage claims resolved? Approved claims receive a free replacement. If replacement is impossible, a full refund or store credit will be issued. Damage reported after 3 days of delivery cannot be honored.

  • Where are authorized returns sent?

    Brick Soul and Home

    Langackerstrasse 3

    8952

    Switzerland

Warranty Policy

  • What coverage does the warranty offer? All items include a 2-year limited warranty starting from the delivery date, covering manufacturing flaws, hidden defects, and material failures under normal use.

  • What is excluded from warranty coverage? Normal wear and tear, damage from improper handling or accidents, unauthorized repairs/modifications, and minor cosmetic imperfections that do not affect functionality.

  • How do I submit a warranty claim? Email customersupport@bricksoulhome.ch with your original order number, proof of purchase, a description of the defect, and photos or video demonstrating the issue.

  • Can I request a monetary refund under warranty? In accordance with Swiss law (Art. 199/205 CO), primary remedies are free repair or replacement. Cash refunds are strictly excluded unless both repair and replacement are logistically or physically impossible.

Refund Options & Excluded Fees

  • How long do refunds take to process? Approved refunds sent to your original payment method take 5 to 10 business days. Digital store credit is issued within 24 to 48 hours.

  • Are shipping and handling fees refundable? Original shipping charges, home delivery, installation/assembly fees, and payment gateway fees are non-refundable unless the entire order arrives damaged and cannot be replaced.

  • How are partial order claims calculated? If only part of a multi-item order is damaged and unreplaceable, a pro-rated refund or store credit is calculated strictly for that specific item.

Payment Methods

  • What payment methods are accepted? We accept Shop Pay, TWINT, PayPal, Apple Pay, Google Pay, and major credit/debit cards (VISA, Mastercard, Maestro, American Express).

  • How does TWINT payment work? Scan the QR code displayed on desktop checkout using your phone, or tap to open the TWINT app directly on mobile (or enter the 5-digit checkout code).

  • What happens if I cancel an unfulfilled order? If an order cancellation is approved prior to fulfillment, a full refund will be processed back to the original payment card. Foreign exchange or bank transaction fees imposed by your issuing bank are non-refundable.