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Shipping & Returns

Swiss Impact Store is a multi-brand marketplace with independent sellers. This means that your items are shipped directly to you by each brand. You can find delivery and return details for every product under the “See store policies” tab on the product page.

If you order items from different brands, your order will arrive in several separate parcels. Once your order has left the seller’s warehouse, you will receive a shipping confirmation email including a tracking number. When ordering from multiple sellers, you will receive multiple tracking numbers.

Orders are typically processed within 1–2 business days and delivered within 3–5 business days, depending on the brand and destination. Estimated delivery times are shown on each product page and during checkout.

We offer standard, fully trackable shipping to Switzerland, the EU, the UK, and in selected cases, to the US but only when the brand is based there. This ensures your experience stays smooth and avoids complications around customs, delays, or returns.

Customs & Import Charges

Before placing your order, please check where the brand is based. If your shipping address is in a different customs zone, your order may be subject to additional import charges (customs duties, VAT, or courier handling fees). These fees are not included at checkout and are only known upon delivery.

Orders shipped within the EU are not subject to customs. Orders between Switzerland, the UK, or the US may be — depending on the brand’s warehouse location.

If you pay customs upon delivery, send us a copy of the customs receipt. We’ll issue a personalised store credit equal to the amount, valid on future orders.
Please note: This only applies to the original delivery. Customs charges incurred during returns are the customer’s responsibility.

Returns

Return policies vary by brand, typically ranging from 14 to 30 days after delivery. Check the brand’s policy on the product page for the exact terms, including whether they offer prepaid labels (most do not).

If you wish to return an item:

  • You are responsible for return shipping
  • Items must be unused, in original packaging
  • We recommend trackable, insured shipping and clearly marking the parcel as “Returned Goods – No Commercial Value” to avoid additional customs charges
  • Any fees charged during the return shipment (customs or handling) are not refundable

To request a return, you’ll need a Swiss Impact Store account. Under your profile, go to Orders, click Refund next to the item, or contact us at [email protected].
Please do not send anything back without a return request — unauthorised returns may be rejected or subject to additional handling fees.

Carbon Commitment

The majority of our partner brands have committed to reducing their environmental impact. They offset 100% of the carbon emissions from your order’s journey at no extra cost to you.

Need Help?

Email us at [email protected] before your order ships. We’re always happy to help.

DOES A BRAND DELIVER TO YOUR COUNTRY ?

1 People: ships from the USA

  • Processing time: 3-5 business days
  • Shipping regions: CH, USA, EU & UK. Free shipping on the US orders above CHF 150
  • Returns: Free returns within 30 days of delivery
  • Customs & duties: May apply to all orders delivered outside the USA
  • → 1 People’ shipping & return policies

New Orchard: ships from Switzerland and Poland (for EU & UK customers)

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on orders above CHF 1000
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to UK orders
  • → New Orchard’ shipping & return policies

Ana Dyla B.V.: ships from the Netherlands

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on orders above CHF 150
  • Returns: Paid returns within 30 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Ana Dyla’ shipping & return policies

Ethical Bedding: ships from the UK

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside the UK
  • → Ethical Bedding’ shipping & return policies

ecodreamr.ch: ships from Switzerland

Rokai: ships from Switzerland

  • Processing time: 1-2 business days
  • Shipping regions: CH, EU & UK. Free shipping on Swiss orders above CHF 70
  • Returns: Paid returns within 30 days of delivery
  • Customs & duties: May apply to all orders delivered outside Switzerland
  • → Rokai’ shipping & return policies

Nimboo: ships from France

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on orders above CHF 50
  • Returns: Paid returns within 15 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Nimboo’ shipping & return policies

MINIMAL ORGANICS: ships from Switzerland

Mido Made: ships from Switzerland

etéreo: ships from Switzerland

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on all orders in Switzerland
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside Switzerland
  • → etéreo’ shipping & return policies

ITA-ITO: ships from Switzerland

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on Swiss orders above CHF 200
  • Returns: Paid returns within 7 days of delivery
  • Customs & duties: May apply to all orders delivered outside Switzerland
  • → ITA ITO’ shipping & return policies

Avani Apparel: ships from Switzerland

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on Swiss & EU orders above CHF 250
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside Switzerland
  • → Avani Apparel’ shipping & return policies

IKON Sweden: ships from Sweden

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → IKON Sweden’ shipping & return policies

gust.linen: ships from Slovakia

  • Processing time: 2-3 weeks (made to order)
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → gust.linen’ shipping & return policies

Portokalada: ships from France

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Portokalada’ shipping & return policies

MF SEA: ships from Spain

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on all orders above CHF 150
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → MF SEA’ shipping & return policies

Urban Medley: ships from the Netherlands

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Urban Medley’ shipping & return policies

Vercate: ships from the Netherlands

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK
  • Returns: Paid returns within 30 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Vercate’ shipping & return policies

Bousiinne: ships from Spain

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on all orders
  • Returns: Paid returns within 14 days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Bousiinne’ shipping & return policies

Rêve de Rive Swimwear: ships from Switzerland

  • Processing time: 3-5 business days
  • Shipping regions: CH, EU & UK. Free shipping on all orders
  • Returns: Paid returns within N/A days of delivery
  • Customs & duties: May apply to all orders delivered outside EU
  • → Rêve de Rive’ shipping & return policies
FAULTY OR INCORRECT ITEM

As soon as you discover a fault, please get in touch with us 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 contact 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 follows every process to ensure customer satisfaction.

MISSING ITEM

Before contacting us, we recommend checking the following:

You may have ordered items from different sellers so that they will arrive in separate parcels. Please check your emails to see if any of your items will arrive 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 contact us, including the order number and the missing item’s name, or raise a support ticket under your Profile.

RETURNS AND EXCHANGES

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 Policies” on a product’s page, how many days you have to return an item. If you are returning an item from the SIS seller, you have 14 to 30 days to return the item (depending on the seller’s terms). If you are still eligible for a return, follow these steps:

  • Each seller has different return policies; check a product page for more info.
    Return days vary from seller to seller, but the minimum is always 7 days. Check “Store Policies” for more details.
    Additional costs may be applied as a partial refund. Check “Store Policies” for more details before requesting a refund.
    After a seller has received your return, it can take up to 7 working days for the refund to be processed.

Create a Return

  • Log in to “My Account” with the e-mail you used to create the order
    Click on “Orders”
  • Fill in the details about the item you’re returning and why you’re returning it
  • You will receive further instructions via e-mail
  • 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 later

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

If you want to return items from multiple sellers, you have 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 reorder an item again. We do not offer, under any circumstances, an automated exchange procedure.

HOW TO REQUEST A REFUND

To request a refund or 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 the “Store Policies” tab.

CONTACT

We provide easily accessible information via our website or on request. If you have any questions or requests related to shipping and return policies, please get in touch with us at the following contact details:

MY SOURCE LTD
Rue des Fontenailles 13
1007 Lausanne
Switzerland
Email: [email protected]

Last updated: 21 March 2023

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