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Your Top FAQ Assembled In One Place

Helping You & the Planet Look Good

Join our Vendor Program Today for a Greater Future !

We are the intermediary digital platform that gathers a wide selection of sustainable brands and promotes the practical value of your products, ensuring a sustainable transformation of our client’s lifestyle.

 

For Customers

For Vendors

  • How to find a specific brand or item

    You can see all SIS brands and products in the top menu, on the home page or on the Shop page. If you want to see products from local sellers from your country, use the filter “Search by Location” and narrow your search to local sellers from your country here

    By clicking Visit Store, you can filter vendor’s products per specific category.

    Another way to find your favorite products is to browse through “Search of products” in the top right corner and type any category or any product to narrow down your search.

    The fastest way to place the item in your cart is to select Quick view. Otherwise, please follow these steps.

    1.Click on the item  and choose Add to Cart to place the item you want to buy in your cart.

    2.Once you have finished shopping, click on the cart icon to view the items in your cart and to pay. This will appear on the side of the screen on the mobile version and the top right hand side of the screen for in the desktop version. If you’re happy with the items in your bag, click Checkout.

    3.If you have already an account, we recommend to login to save time. If you don’t have it, fill in all the required details.

    4.Review and confirm the items in your order.

    5.If you have a promo code or voucher to spend, you’ll need to enter this under the Coupon tab.

    6.Click on “Continue to shipping”.

    7.Click on “Continue to payment”.

    8.Select your preferred payment method and click on “Pay now”.

    An email confirmation will be sent to your registered email address to let you know your order’s details. It’s worth checking that SIS is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

     

    Payment methods

    We are currently accepting Visa, MasterCard, Maestro, American Express credit/debit cards and Apple/Google Pay services for your order payment. We take your security very seriously, therefore your details are safe with us. Find more information about the security under the Terms of Use section. 

    Swiss Impact Store partners with Stripe for secure payments and financial services.

    We also take fraud very seriously, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

    To add your card details, just login to your account and click on Payment methods. From here, you can add your payment details and save them to your account if required. When you come to pay for your order, you can select one of your saved payment methods.

    If you don’t want to save your payment details to your account, then you can also enter them when you go to checkout. If there is no payment details saved to your account, you’ll be asked to enter them when you place your order.

    Which currency to place an order ?

    You can check the product prices in different currencies by using the button on the right.

    What currency will I be charged in?

    When you pay for your order, you’ll be charged in the chosen currency. If your payment card is registered with a different currency to the one you’re purchasing in, your bank will convert the price using their exchange rate.

    International delivery

    We are a multi-brand marketplace with different sellers, which means that your items will be shipped directly to you by each seller. You can find delivery information by going to the store vendor profile that can be found under “Store Policies”.

    If you are ordering items from several different sellers, shipping costs are added to each other and you will receive several parcels. Often SIS sellers offer free shipping to certain locations. If you want to order from local sellers from your country, use the filter “Search by Location” and narrow your search to local sellers from your country. In this case, “Local pick up” option might be available if supported by a seller.

    In the cart, you can use the function “Calculate shipping” to see how much shipping will cost in total. Most importantly, you can calculate the amount of CO2 emissions per delivery. If a delivery causes a harm to the environment, you will be proposed 3 other related items of sellers that are located closer to you. Thus, your delivery causes less or no harm to the environment. (Coming Soon!)

    We offer Standard delivery services to most European countries and most countries of the world.

    All of our delivery services are trackable. You’ll receive a shipping confirmation email with a tracking number from a seller once your order has left their warehouse. Keep in mind that if you have ordered items from different sellers, you will receive several tracking numbers and several packages. The estimated delivery days can be found in each store vendors profile under “Store Policies”.

    Find more information about shipping & return here

    Faulty/ Incorrect item

    As soon as you discover a fault, please contact the vendor from which this product was purchased by raising a support ticket or start a conversation in ChatBox, if supported by the vendor, with the following information:

    • The order number
    • The faulty item’s name and number
    • A description of the issue

    If you’ve received something you haven’t ordered, please get in touch with your vendor or with us at [email protected] We will instruct you how to proceed with shipping back the item and refund you as soon as it arrives back at the warehouse.

    The SIS team is following every process to ensure customer satisfaction.

    Missing item

    Before contacting the vendor, SIS recommends checking the following:

    • You may have ordered items from different sellers so they will arrive in separate parcels so please check your emails to see if any of your items will be arriving separately.
    • The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.

    If an item is missing, please get in touch with us including the order number and the missing item’s name and number into your conversation, support ticket or email.

    In order to request a refund, update your payment details or your account information, you need to create an account with us. Under your profile, go to Orders and click on Refund next to the item you would like to return or contact SIS customer service at [email protected]

    Once your return is received and inspected, a seller will send you an email to notify you that they have received your returned item. A seller will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Please note that some sellers charge an additional cost for returned items. You can find return/refund information by going to the store vendor profile or on a product’s page that can be found under Store Policies.

    Before returning an item, think of a friend or a family member who would love to have this product as a gift. 

    If you wish to return an item, first check on “Store Vendor” profile, how many days you have to return an item. If you are returning an item from the seller SIS, you have from 14 to 30 days to return an item (depends on Vendor’s Policies). If you are still eligible for a return, follow these steps:

    1.Each seller has different return policies, check the Store Vendor page for more info.

    2.Return days vary from one seller to another but the minimum is always 7 days. Check store vendor profile “Policy” for more details.

    3.After we have received your return, it can take up to 7 working days for the refund to be processed

    Create a Return

    1.Log in to “My account” with the e-mail you used to create the order.  

    2.Click on “Orders”

    Fill in the details about the item you’re returning and the reason you’re returning it.

    4.You will receive further instructions per e-mail.

    5.Take it to your local Post Office or selected drop off point. Keep hold of your proof of postage in case we need to see it at a later date. 

    We recommend removing or covering your shipping label before attaching your returns label to your parcel.

    If you’re looking to return items from multiple sellers, you’ll need to send these back separately.

    All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned in an unsuitable condition, we may send it back to you.

    Exchange

    Please note that you first need to return an item and request a refund, and then to reorder an item again. We do not offer under any circumstances an automated exchange procedure.

    The Swiss Impact Store team is here to help! Contact us here or raise a support ticket once your profile is created.

  • Please first create an account by clicking on “Become a Vendor” here.  You will be then asked to fill in the registration form with a few important questions. Once your request is reviewed by SiS team, you will be asked to fill out the questionnaire about the sustainability of your brand and products. Our requirements can be seen here.

    Our team will review your application and inform you of the outcome within 3 working days. Once approved we will send you an email with a link to your seller store where you will also find manuals on how to upload your products and manage your store on SIS.

    • Get a worldwide selling channel
    • Show your products to our large international audience and reach new target groups
    • Increased sales and brand awareness
    • We fund advertising to promote your brand internationally on Facebook, Instagram, Tik Tok, Google Ad´s and other marketing channels.
    • All new brands are introduced to our large customer base via our social Media Channels
    • Easy product upload and order administration
    • Be part of our sustainable community and grow your brand with us
    • Get support from our dedicated support team

    Apparel, shoes and accessories for Women, Men and Kids

    Beauty and household products

    Furniture and home decor

    Customized categories based on your needs

    There are no fees for listing your products on our platform. First 2 months are free, then there is a yearly recurrent subscription fee.

    Beyond the subscription fee, we take an admin commission from each product sold: % of applicable commissions is correlated to the amount of your gross sales from the previous month. More products sold in previous month, less commission to pay in the current month.

    Are there any additional transaction charges?

    Our payment provider (Stripe) charges 2.9% + fixed amount of transaction fee (i.e. on a transaction from customer to stripe account) and 0.25% + fixed amount per payout (on a transaction from Stripe account to your bank account). In order to reduce the payout fees, we combine your earnings made in a month and transfer them to you in the end of each month.

    You can estimate your earnings with our calculator here  and find more information about Stripe Connect, Stripe fees here  and under Payment methods fact sheets

    The withdrawal of funds is possible only after the expiration of refund/ reimbursement period in case of a return based on your own store refund policy (from 14 to 30 days) . During this period, SIS maintains your funds to ensure the smooth outcome of such events, your and customer satisfaction.

    There are 3 options:
    • CSV file
    • Manual upload
    • SIS team does it on your behalf

    Our dedicated onboarding team is accessible and ready to assist you if you need any help. With our marketplace tools you easily manage your store, update your products and stock availability whenever you want. Product descriptions have to be in English. You can also remove your products at any time, if there are no any ongoing orders.

    Once you fill out the registration form, you will be asked to tick the box “Terms and Conditions” and “Privacy Policy”. By ticking the box, you confirm that you accept these Terms of our Platform. Therefore, please ensure that you have read them carefully. 

    Through our passion for sustainability, we hope to make eco-friendly living the new normal. Our partners are valued here at Swiss Impact Store. From the get go, we collaborate with brands to find out everything about the company and their dedication to the environment.

    What do brands require to become a Swiss Impact Store partner?

    At SIS, we value transparency and honesty. We evaluate each and every one of our partners with an extensive assessment and conduct an analysis of their sustainable practices. We use our own sustainability scale that you can find on our sustainability page.

    We encourage you to ship and wrap in the most eco-friendly way.

    You have to offer global shipping and local pickup whenever possible. You set your own rates within our guidelines. If needed, we help you to identify the best shipping solutions. We do not charge any commission on shipping costs.

    Update: SiS is offering to cover the shipping cost of all the incoming orders on the platform throughout Europe & Worldwide on behalf of SiS sellers! 

    How will this happen?
     
    1. At the end of each month, each seller is requested to create and send an invoice to [email protected] comprising the shipping cost incurred from each order made through SiS platform (please also attach a summary of shipped orders or invoices generated by delivery partners for better reconciliation)
     
    2. The payment will directly be credited to your bank account stated in the invoice (please make sure to include your company’s full addresses as well).
     
    Our company’s details are as follows:
    My Source Ltd
    (Swiss Impact Store)
    Rue des Fontenailles 13
    1007 Lausanne
    Switzerland 
     
    3. On the website, the delivery will be stated as a “Free Shipping”  for customers on all the products.
     
    4. No other changes are required to be made to your current shipping policies at this stage : processing time, shipping conditions, return & exchange policies stay unchanged.
     
    However, if you would like to expand the list of countries you are shipping to, please let us know.
     
    5. Please note that ultimately, the end customer is responsible for paying the customs duties in case of an international delivery. It means that SiS is not responsible for covering any custom charges. 

    Each seller sets up their own return/reclamation/exchange policies in their profile. Customers first contact you via SIS support ticket. If no feedback received within 24 hours, we will then organize the return in cooperation with you. The returned items are shipped back directly to you.

    The Swiss Impact Store team is here to help! Contact us here, send a direct message or through Telegram on your dashboard once your profile is created.

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