Frequently Asked Questions
Ordering and delivery
I ordered several items but have only received part of the order.
If the products you ordered are being sent by multiple suppliers from multiple storage locations, your order may be split into separate deliveries.
If you have a customer account, you can view the exact order status at any time under “My orders”.
If you have a customer account, you can view the exact order status at any time under “My orders”.
When will I receive my order?
Delivery times for the relevant item can be viewed on postshop.ch.
A guideline delivery period of two to five working days applies to goods shipped from a warehouse, although no specific delivery times can be guaranteed.
Note: if new stamps are ordered before the relevant day of issue, they will not be sent before the advance sale start date.
A guideline delivery period of two to five working days applies to goods shipped from a warehouse, although no specific delivery times can be guaranteed.
Note: if new stamps are ordered before the relevant day of issue, they will not be sent before the advance sale start date.
Do I have to register to place an order at postshop.ch?
No, you can place an order as a guest.
As a registered customer, you may benefit from special terms and framework conditions in accordance with the respective sales offer. Registered customers can also view their current order status at any time under “My orders” and – after verifying their address by post – place orders on account.
As a registered customer, you may benefit from special terms and framework conditions in accordance with the respective sales offer. Registered customers can also view their current order status at any time under “My orders” and – after verifying their address by post – place orders on account.
Where is my parcel?
You’ll receive dispatch notification with the consignment number by e-mail as soon as your order leaves our warehouse. If you have a customer account, you can also view the exact order status at any time under “My orders”.
Some consignments do not have a consignment number so cannot be tracked, for example letters or deliveries from certain third-party providers.
Some consignments do not have a consignment number so cannot be tracked, for example letters or deliveries from certain third-party providers.
I haven’t received my parcel, although according to consignment tracking, it should have arrived. What should I do now?
First, please check whether your parcel has been delivered to a neighbour. If it hasn’t, you can raise an enquiry with us.
Why do I have to pay a small volume surcharge?
A small volume surcharge is charged for stamps, philately and pre-franked products up to an order amount of CHF 15.
There is no small volume surcharge for products that are delivered digitally (electronic products, digital vouchers, prepaid refills).
For all other products, the small volume surcharge applies up to an order amount of CHF 50.
There is no small volume surcharge for products that are delivered digitally (electronic products, digital vouchers, prepaid refills).
For all other products, the small volume surcharge applies up to an order amount of CHF 50.
Why is there a small volume surcharge?
For small orders in certain product categories, we charge a small volume surcharge of CHF 9 because the processing costs plus packaging material and postage are disproportionately high in relation to the value of the goods.
How much are the shipping costs?
We send all orders free of charge – even abroad.
However, for small orders in certain product categories, we charge a small volume surcharge of CHF 9 because the processing costs including packaging material and postage are disproportionately high in relation to the value of the goods.
However, for small orders in certain product categories, we charge a small volume surcharge of CHF 9 because the processing costs including packaging material and postage are disproportionately high in relation to the value of the goods.
Can I have my order delivered to another address?
When you complete your order, you can enter a delivery address different from the invoice address. You can also enter a My Post 24 terminal or a PickPost point as the delivery address.
Please note that for orders on account, the delivery address and the invoice address must be your main address.
If the order has already been placed, you can manage the delivery easily via the online service “My consignments”. Find out more
Please note that for orders on account, the delivery address and the invoice address must be your main address.
If the order has already been placed, you can manage the delivery easily via the online service “My consignments”. Find out more
What is My Post 24 and how does it work?
My Post 24 enables you to collect and send parcels and registered letters around the clock. You need to register only once to use My Post 24. You can find all the required information at www.post.ch/mypost24.
Does postshop.ch also deliver abroad?
Items which can be sent abroad are labelled accordingly on the product page. This applies in particular to the stamp and philately range.
Deliveries to countries which are subject to national or international sanctions or embargoes are excluded. Find out more here
Swiss Crypto Stamp
Swiss Crypto Stamps cannot be sent to delivery addresses in US territory.
What is PickPost and how does it work?
PickPost offers flexible mailing and receipt of parcels and registered letters at over 2700 PickPost points. You only need to register once to use PickPost. You can find all the required information at www.swisspost.ch/pickpost.
Payment
I have a problem with the invoice. What should I do?
Please get in touch with our Contact Center.
Why can’t I pay by invoice?
The invoice option is only available to registered customers with an invoice address that has been verified by post. If you are logged in and the invoice option is still not displayed to you when selecting payment methods, this can be due to the following reasons:
- The order amount is below CHF 20.
- Your shopping basket contains an item which is excluded from payment by invoice (electronic products, gift cards and vouchers).
- Your invoice address has not yet been verified by post. Verification can be initiated in “My Post” under “Manage address”. As soon as you receive the letter containing the verification code, you must enter this in “My Post” in accordance with the instructions in the letter.
- The invoice address does not correspond to your main address. In this case, select your main address as your invoice address during the checkout process.
- Your invoice address corresponds to a P.O. Box. In this case, select your main address as your invoice address during the checkout process.
- The creditworthiness check has failed.
How do I redeem a voucher?
As a registered customer, you can redeem valid vouchers in your basket from Post CH Network Ltd for use as a payment method.
You can even redeem several voucher codes at the same time on one order. If the value of your voucher is higher than the total amount for your order, the remaining amount stays in your account and can be redeemed on your next order using the same voucher code.
Please note that digital products (Swiss Post vouchers, digital credits, prepaid refills) may not be purchased using a voucher.
Which payment options are available?
You can choose from the following payment methods: PostFinance Card, PostFinance e-finance, TWINT and credit cards (VISA, Mastercard, American Express).
As a registered customer, the following payment options are also available to you after successful address verification by post: invoice, gift voucher or reloadable credit. If you already have a customer account but your address has not yet been verified, you can initiate this verification in “My Post” under “Manage address”.
As a registered customer, the following payment options are also available to you after successful address verification by post: invoice, gift voucher or reloadable credit. If you already have a customer account but your address has not yet been verified, you can initiate this verification in “My Post” under “Manage address”.
How do I redeem a staff voucher?
You must complete one-time registration as a Swiss Post employee. More information can be found here.
Then, staff vouchers can be redeemed in the shopping basket in the same way as normal Swiss Post vouchers.
Then, staff vouchers can be redeemed in the shopping basket in the same way as normal Swiss Post vouchers.
How can I redeem a discount code?
As a registered customer, you can redeem discount codes in your shopping basket.
Return and guarantee
Can I cancel my order?
You can cancel your order in writing within seven days, prior to receiving the goods. The revocation period begins when your order is placed. You will be responsible for the cost of returning the goods and for any costs incurred by Post CH Network Ltd.
Revocation is not possible with the following contracts:
In other cases, revocation is excluded if the goods are no longer in their original packaging but have been opened (unsealed).
Revocation is not possible with the following contracts:
- Relating to audio and video recordings, games and software that can be downloaded or accessed by customers,
- Relating to a photo service and all other customized products, i.e. with individual images and/or texts,
- Where the customer’s payment does not exceed CHF 100,
- Relating to orders of “gift cards” from the point when they have acquired delivery status, i.e. have been sent from the central warehouse,
- Relating to all offers within prepaid credit (mobile) as well as phonecards (landline) and vouchers.
- relating to motorway windscreen stickers
- relating to “Swiss Crypto Stamp”
In other cases, revocation is excluded if the goods are no longer in their original packaging but have been opened (unsealed).
If I am unsatisfied with an item, can I send it back?
You do not have a right of return in the event that the purchased item does not meet your satisfaction.
What must I do in the event of delivery damage, defects or warranty claims?
Please get in touch with our Contact Center.
Customer account
Do I need to register?
No. Orders may be placed by registered and non-registered customers.
Registered customers may benefit from special terms and framework conditions in accordance with the respective sales offer. Registered customers can also view the current status of their order at any time under “My orders” and place orders on account.
Registered customers may benefit from special terms and framework conditions in accordance with the respective sales offer. Registered customers can also view the current status of their order at any time under “My orders” and place orders on account.
What are the benefits of a customer account?
As a registered customer, you have the following benefits at postshop.ch:
- Payment by invoice (with an address verified by post)
- Viewing order status on outstanding orders
- One-click reordering of previous orders
What is SwissID?
SwissID is the login for your Swiss Post user account. This login grants you easy, secure and practical access to all Swiss Post online services and to those of other companies and public authorities. More information can be found on the following sites:
How can I create a customer account?
Click on “Login” at the top right and select the “Register” link.
Why must I have my address verified by post?
Postal verification increases security and is necessary so that you can order on account at postshop.ch. Some other services from Swiss Post can only be used with an address verified by post.
How can I initiate postal verification?
Verification can be initiated in “My Post” under “Manage address”. When you receive the letter containing the verification code, you must enter this in “My Post” in accordance with the instructions in the letter.
How can I change my user data?
Your correspondence e-mail, notifications and address can be changed in User profile.
All login settings (password, two-factor authentication, e-mail address for login etc.) can be managed on the SwissID Dashboard.
All login settings (password, two-factor authentication, e-mail address for login etc.) can be managed on the SwissID Dashboard.
How can I change my password?
You can change your password here.
I have forgotten my password. What next?
Click on “Login” at the top right and select the “Forgotten password” link.
Where can I find my orders, invoices and receipts?
You can view your orders and details at any time under “My orders” when logged in.
Data protection and other information
Will my personal data be protected?
All data is saved in accordance with Swiss Post’s stringent security guidelines. No data is forwarded to unauthorized third parties. We strive to guarantee you the highest possible level of confidentiality and security.
Will my data be encrypted?
Yes. Protecting your privacy is our utmost priority. This is why all data is also transmitted in an encrypted state.
What are the General Terms and Conditions?
You can find our General Terms and Conditions here.
Will cookies be saved on my computer?
We use cookies in certain cases. You can configure your browser so that a warning is displayed on the screen before a cookie is saved or so that the use of cookies is prevented.
Does a different operating framework apply to company and business customer orders from postshop.ch?
As a business customer, you can apply for a review to increase your invoice limit. Please get in touch with our Contact Center.