Refund policy
Refund and Return Policy
Last updated: October 25, 2026
We want you to love your order. If something is not right, here is how returns and refunds work.
Returns
- You can return most items within 30 days of delivery.
- Items must be unused, in the same condition you received them, and in their original packaging.
- Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect (see below).
How to start a return
- Email us at support@swisspresent.com with your order number and the reason for the return.
- We will reply with return instructions and the correct return address. Please do not send anything back before we confirm, because returns sent to the wrong address cannot be processed.
- Pack the item securely and ship it using a tracked service. We recommend keeping your tracking number.
Refunds
Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card company may need additional time to show the refund. Original shipping charges are not refundable unless the return is due to our error.
Damaged, defective or incorrect items
If your order arrives damaged, does not work as described, or is not what you ordered, email us within 14 days of delivery with your order number and clear photos. We will send a replacement or issue a full refund, including the original shipping cost, at no cost to you.
Items we cannot accept back
- Gift cards
- Items marked as final sale
- Personalized or custom items
- Items that show signs of use, wear, damage or misuse after delivery
- Items returned without contacting us first
Exchanges
We do not offer direct exchanges. If you would like a different item, return the original for a refund and place a new order.
Cancellations
If you need to cancel an order, email us as soon as possible. We can cancel an order only if it has not yet been processed or shipped. Once an order has shipped, please follow the return process above.
Lost packages
If your tracking shows delivered but you have not received your package, email us within 7 days so we can look into it. See our Shipping Policy for more information.
Late or missing refunds
If you have not received a refund after 10 business days, first check your bank account and then contact your card company, since it can take time before a refund is posted. If you still have not received it, email us at support@swisspresent.com.
Questions
Email us at support@swisspresent.com. We reply within 1-2 business days (Monday to Friday).