FAQ

Sometimes questions arise regarding the purchase procedures of our products. Here you can find the answers to the most common ones. However, if you cannot find the answer to your question, please contact us without delay. We will be happy to help you.

Click on the arrow next to each question to open the answer.

User account

I can't log into my user account, what can I do?

If you no longer remember your login password, you can set a new one by following the password recovery procedure.

In all other cases, please send us a message, explaining precisely what difficulties and under what circumstances you encounter them.

Password reset doesn't work!

For security reasons, the password must consist of at least 12 characters, as well as contain UPPER and lowercase letters, numbers and symbols such as ! ” ? $ % ^ & ).

The system detects the security level of the password you enter. If the one you entered is not secure enough, the system will not allow you to save it. It will therefore be sufficient to modify it according to the characteristics indicated above until the “SAVE” button becomes active.

Purchase procedure

Where does ALVEARE supply its goods?

We supply our products exclusively in Switzerland and Liechtenstein. The supply outside this territory is not possible.

What are the delivery charges for orders from the Online Shop?

Shipping costs are calculated based on the total weight of the goods ordered and the type of shipment desired. Delivery takes place from CHF 7.00 + CHF 2.00 for packaging. More details on costs are indicated in our general sales conditions.

Which payment methods are accepted in the Online Shop?

We accept payment with Postfinance (card or e-finance), Klarna (direct transfer via online banking), Stripe (Visa, MasterCard and American Express credit cards), PayPal or Pre-payment (deferred bank transfer to our account).

How long will delivery take?

The supply takes place by post, usually by the working day following the registration of the order. The customer can choose between two types of shipment: PostPac ECONOMY with delivery within 3-5 working days, or PosPac PRIORITY with delivery within 1-2 working days.

How secure is shopping in the Online Shop? Is my data protected?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party.

What exactly happens after ordering?

After ordering you will promptly receive an order confirmation via e-mail. After the order has been processed in our database, the package will leave our warehouse on the following work day. Orders via pre-payment are sent out on the day we receive the payment.

Why have I not received an order confirmation?

Some e-mail services incorrectly flag automated messages from our servers as spam – if you don´t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address – in this case please contact us to check whether we received your order.

Do I receive an invoice for my order?
Yes. You can download your invoice in PDF format from your user account when your order is paid. A copy is also sent to you by e-mail.
I have not yet received my delivery, although the stated delivery time has passed.

On rare occasions a delay may occur. In these cases you can check the status of the shipment through the tracking you received together with the order confirmation by e-mail or that you find in your user account. If the announced shipping times are significantly exceeded, please contact us with the order number.

Can I cancel my purchase?

You can cancel your order within 14 days of the first delivery of the goods in writing or by e-mail according to the rules of the right of withdrawal indicated in our general conditions.

The package is damaged upon delivery. What should I do?

Transport damage must be IMMEDIATELY disputed to the deliveryman upon delivery. Transport damage is borne by the shipper. In the event that, in addition to the packaging, the products should also be damaged, the defects must be announced within 5 days by contacting us. More information on delivery control is indicated in our general conditions.

Customer support

How can I contact ALVEARE?

Our full contact information can be found here.

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