loading...

Shopping Guide FAQ - Frequently Asked Questions

Order & Payment

Which payment methods are accepted?

We accept a variety of payment methods to make your checkout experience as smooth as possible:

  • MasterCard (debit and credit cards)
  • Visa (debit and credit cards)
  • PayPal
  • Apple Pay
  • TWINT
  • CembraPay
  • Tally Gift Card

Please note that invoices from CembraPay cannot be paid in our physical stores.

Can I change my order or add a promo code after it's been placed?

Unfortunately, no. Once an order is confirmed, it’s sent straight to our warehouse for processing. This means we can't make any changes, including adding promo codes. Please double-check your order and apply any codes before confirming your purchase.

Can I use more than one promotional code?

You can only use one promotional code per order. If you enter a new code, it will automatically replace the previous one. Choose your best deal!

How are discounts calculated for promotions?

For promos like "Buy 3, Get 2" or "Buy 2, Get 50% Off", the discount:
- Applies to the cheapest item
- Is distributed to all items proportionally

Example:
Items: 20 EUR, 20 EUR, 12 EUR
Discount: 12 EUR
Final: 16 EUR, 16 EUR, 8 EUR

Same logic applies to refunds.

Can I order a TALLY WEiJL gift card online?

Unfortunately, TALLY WEiJL gift cards are not available for purchase online in your region at the moment.

Shipping & Delivery

Click & Collect

Free

Standard Delivery

7.95CHF (1-2 days)

Next-Day Delivery

9.95CHF

How much does shipping cost?

Standard Shipping (Switzerland): The cost is 7.95CHF. We offer free shipping for orders over 75CHF.

Next-Day Delivery: For urgent orders, next-day delivery is available for 9.95CHF.

Click & Collect: This service is always free of charge!

How long does delivery take?

Standard Shipping:

  • For Switzerland, delivery typically takes 1-2 working days. Orders are delivered from Monday to Saturday, excluding public holidays

Next-Day Delivery:

Place your order before 2:15 PM on a business day, and it will be shipped the same day. You can expect it to arrive between 8 AM and 6 PM from Monday to Friday (excluding holidays).

How can I track my shipment?

Absolutely! Every order comes with a tracking number. The easiest way to see where your package is by clicking the tracking link in the shipping confirmation email we sent you.

You can also find your order here.

You can also log into your account, go to your order history, and click "TRACK MY PACKAGE" to see the latest updates. Please note that if your order is sent in multiple shipments, you will see the status of the most recently dispatched package.

Can I have my order delivered to an alternative address?

Yes, you can! During the checkout process, you'll have the option to enter a different delivery address.

I still haven't received my order. What should I do?

If your order hasn't arrived within 5 working days, here are a few steps you can take:

  • Track your package: Use the tracking link in your shipping confirmation email to see its current status.
  • Check your mailbox: The carrier may have left a pickup notification if you weren't home. Your order might be waiting for you at a local post office or pickup point.
  • Ask your neighbors: Sometimes a friendly neighbor might accept the package on your behalf.

If you've tried these steps and still can't locate your package, please contact our customer service team, and we'll be happy to help.

For Click & Collect orders, if you haven't received a pickup confirmation email after 5 working days, please reach out to our customer service.

What is Order in Store (OIS) and how does it work?

Fallen in love with an item in-store but can't find your size, or it's sold out? No problem! With our "Order in Store" service, our staff can check if the item is available in our central warehouse.

Returns & Costs

Days to return

within 30 days

In-Store Returns

Free

Online Returns

4.95CHF

What are the return conditions?

To ensure a smooth return process, please keep the following in mind:

  • Items must be unworn, unsoiled, and undamaged, with all original labels and barcodes intact.
  • For hygiene reasons, we cannot accept returns for jewelry, underwear, swimwear, or cosmetics if the hygiene seal has been removed (unless the item is faulty).
  • Any free gifts included with your order are yours to keep!
  • We provide one return label per order. If your order arrived in multiple packages, please wait until you have all of them before making a return.
  • Items purchased in a physical store cannot be returned by mail.
  • To be kind to our planet, we encourage you to reuse the original packaging for your return. Just make sure to cover the old shipping label.

How do I return items in a store?

You can easily return your online purchases at any of our TALLY WEiJL stores within 30 days of receiving your order. Use our store locator to find the one nearest you!

What to bring:

  • The item(s) you wish to return or exchange.
  • Your invoice (a digital copy on your phone is perfect!).

You have two options at the store:

  1. Get a refund: Our team will process your return, and the refund will be sent to your original payment method (e.g., credit card, PayPal). This typically takes 3-5 business days. For invoice payments (like Klarna), the provider will handle the refund or adjust your balance.
  2. Get a Gift Card: You can get a gift card for the returned amount.

Order in Store (OIS) Returns:

Items from an OIS order can be returned to the same store within 30 days for a refund or gift card. Please note that OIS orders cannot be returned by mail

In-Store Purchase Returns:

Items bought in a physical store can be returned for a refund within 30 days at the same store of purchase. For a gift card, you can visit any of our stores.

How do I register a return online?

Returning by mail is easy. Just follow these steps:

  1. Go to the Create Return page on our website.
  2. Enter your order information to look up your purchase.
  3. Select the items you want to return and choose a reason from the menu.
  4. Confirm the return. You'll receive a return label via email.
  5. Print the label and attach it securely to your return package.
  6. Drop the package off at the designated point (e.g., DPD, post office) and be sure to keep your proof of postage.

The maximum period for online returns is 30 days from the day you receive your complete order.

How much do online returns cost?

In-Store Returns: Always free!

Online Returns:

A fee of 4.95CHF will be deducted from your refund. This applies to orders placed from 10.02.25 onwards.

How do I pay for the return costs?

You don't need to pay for the return upfront. We'll simply deduct the return shipping cost from your total refund amount.

When will I get my refund?

Once your return package arrives at our warehouse, we'll process your refund. The money will be credited back to your original payment method within 3-5 business days.

Please remember to keep your proof of postage, as we can't process a refund for lost packages without it.

Click & Collect

What is Click & Collect?

Click & Collect is our free service that lets you order online and pick up your items at a TALLY WEiJL store of your choice. It's the perfect blend of online shopping and in-store convenience!

How do I place a Click & Collect order?

Ready to try Click & Collect? Here's how:

  1. Add your desired products to your shopping cart.
  2. In the checkout, select 'Click & Collect' as your shipping method.
  3. Choose the TALLY WEiJL store where you'd like to pick up your order.
  4. Complete your purchase and wait for the confirmation email telling you your package is ready!

How long will the store hold my package?

We'll keep your package safe at the store for you for 14 days. If you can't make it within that time, the package will be sent back to our warehouse, and we'll issue a full refund to your original payment method.

What do I need to bring to pick up my package?

To pick up your order, please bring your ID and the pickup confirmation email (showing it on your phone is fine). This helps us ensure your order gets to the right person!

How do I return a Click & Collect order?

Returning a Click & Collect order is just like returning any other online order. You can find all the details in the 'Returns' section above.

Contact us

We'd love to hear from you!

Whether you have a question or feedback, feel free to reach out to us anytime. Our team is here to assist you and will get back to you as soon as possible.

Our Top Categories