help
Questions, answered.
Everything about ordering, shipping, customs and returns. Can’t find your answer? Write to us and we’ll reply within one business day.
Orders & payment.
How do I place an order?
Add your pieces to the cart, open it and go to checkout. You’ll receive an order confirmation by email. If you don’t see it, check your spam folder and mark us as a safe sender.
Which payment methods do you accept?
Visa, Mastercard, Maestro, American Express, Apple Pay and Google Pay. Payments are processed securely by Stripe; we never see your full card details.
Which currency will I be charged in?
In the currency shown at checkout. If your card uses a different currency, your bank converts it at its own rate.
Can I cancel my order?
Yes, as long as the brand hasn’t shipped it yet. Email us at [email protected] with your order number as soon as possible.
Shipping & customs.
Why did I receive several parcels?
Every piece ships straight from its maker. If you order from several brands, each one sends its own parcel with its own tracking number.
How long does delivery take?
Most brands process orders within 3–5 business days, and delivery usually takes another 3–5 business days. Each brand’s timing is on our shipping page.
Will I pay customs?
It depends on where you live and which brand you order from. Our shipping page shows it brand by brand. Swiss customers who pay import charges on delivery get the same amount back as store credit.
Do you ship to the US?
Yes, for selected brands only, as a first test. They’re listed in the US section of our shipping page.
Returns & exchanges.
How do I return or exchange something?
Email us at [email protected] with your order number and the reason: return, exchange, cancellation or damage. Please write to us before sending anything back.
How long do I have?
Between 14 and 30 days after delivery, depending on the brand. Each brand’s window is on our shipping page.
What are the conditions?
Pieces must be unused, with tags and original packaging. Return shipping is paid by you, and pieces from different brands go back separately. For parcels crossing a border, mark them “Returned goods, no commercial value”.
When will I get my refund?
Within 7 working days after the brand receives your return, to your original payment method.
My item is faulty, wrong or missing.
Email us at [email protected] with your order number, the item and a short description. If something seems missing, first check whether it’s coming in a separate parcel from another brand.
Our brands & standard.
How do you choose your brands?
Every brand passes The Collective Filter™: ten checks across materials, makers, longevity and ethics. Of 1,500+ products reviewed, twelve brands made it. Read our standard.
Do brands pay to be featured?
No. Nothing on Swiss Impact Store is sponsored, and a place here can’t be bought.
Can you help me with sizing?
Yes. Email us at [email protected] with the product link and your usual size, and we’ll help you choose.
Why is the site in English only?
English only, for now. Français, Deutsch, Italiano and Rumantsch are still at the tailor.
What is The Collective?
Our private membership for building a wardrobe you actually wear, with the Clean Wardrobe Method™, seasonal edits and personal support. Discover the Collective.
I’m a brand. How can I join?
See what we look for and how to apply. We welcome new brands in small intakes.