Frequently Asked Questions
Ordering and delivery
I ordered several items but have only received part of the order.
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?
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?
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?
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?
Why do I have to pay a small volume surcharge?
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?
How much are the shipping costs?
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?
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?
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?
Payment
I have a problem with the invoice. What should I do?
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?
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?
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?
Return and guarantee
Can I cancel my order?
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?
What must I do in the event of delivery damage, defects or warranty claims?
Customer account
Do I need to register?
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?
- Payment by invoice (with an address verified by post)
- Viewing order status on outstanding orders
- One-click reordering of previous orders
What is SwissID?
How can I create a customer account?
Why must I have my address verified by post?
How can I initiate postal verification?
How can I change my user data?
All login settings (password, two-factor authentication, e-mail address for login etc.) can be managed on the SwissID Dashboard.