Frequently Asked Questions (FAQ)

We do not offer telephone ordering, however you are welcome to place an order in our online shop around the clock.

If you have any questions regarding your order, a complaint, or a return, our customer service team is available at kundenservice@schiesser.com.

Unfortunately, once an order has been placed, we are unable to cancel it due to our automated processing system. You are, of course, welcome to return your parcel within 28 days and receive a refund via your chosen payment method. Here you will find more information on how to process a return.

If your desired item is out of stock in your size, you can request your size using the size selector. As soon as the item becomes available again, we will notify you by email. We recommend acting quickly, as all interested customers receive the notification at the same time and we are unable to reserve sizes. If a size remains unavailable for more than three months, your request will be automatically deleted.

If you have received an item you did not order, simply return it to us.

Please follow this link and use the pick@home service.

To exchange an item, simply return the relevant item and place a new order for your preferred variation. We will refund the purchase amount for the returned item using your original payment method.

We typically dispatch orders within one business day, so any cancellation request must be made within 24 hours. Please contact our customer service team at kundenservice@schiesser.com. If this window has passed, simply return your order upon receipt.

On rare occasions, an item may already be out of stock whilst still appearing as available in the shop. In such cases, we first check whether we are able to fulfil the order from alternative stock. If this is not possible, our system will automatically cancel your order. A refund will be issued according to your chosen payment method.

Please check whether our payment reminder has ended up in your spam folder. If you have returned items, please check whether the amount stated in the notice corresponds to the value of your return. If so, please contact our customer service team at kundenservice@schiesser.com so that we can apply the credit to your account.

Have you received a payment reminder from us despite having already paid or returned your order? There is no cause for concern: our first email simply reminds you that the payment deadline is approaching. If you have already made a payment or submitted a return, please disregard it.

If you have received an unjustified reminder, please notify our customer service team at kundenservice@schiesser.com. It is possible that the payment reminder crossed with the confirmation of your payment or return.

Please allow us 15 working days to process and credit your return. Once this has been completed, we will send you a confirmation by email.

If you have already made a bank transfer, please allow us approximately five working days to allocate your payment. We will notify you by email once this has been done.

To ensure your payment can be clearly identified, please always include your order number as the payment reference. If you did not do so, please still allow us time to process your payment — we will either allocate it to your account or return the funds to you.

Please also remember to make a separate transfer for each order so that we can correctly assign your payments. If you have paid for multiple orders in a single transfer, the amount may only be allocated to one order, with any surplus credited back to your account. Please check your bank statements in this case.

Please ensure that your invoice amount is transferred by the due date. After 14 days, you will receive a payment reminder, and after 30 days, the first formal notice. If no payment is received, a further notice will be issued with a new payment request. A third notice will include a CHF 5 late payment fee. Should this also remain unaddressed, the outstanding amount will be passed to our collections agency. To avoid the inconvenience and additional costs this may incur, please ensure payment is made promptly.

From the time we receive your return, it typically takes five to seven working days for the refund to be processed.

Yes, VAT is included in all our prices.

If you are unable to select your preferred payment method, please check the following:

• Do your delivery and billing addresses differ?
• Do you have any outstanding or partially unpaid previous orders?
• Could there be a typing error in your details?
• Have you recently changed your name or address without notifying us?

If your chosen payment method still does not work, please select an alternative.

For new customers, the maximum order value depends on the outcome of a credit check and ranges between CHF 200 and CHF 800. Existing customers may place orders on account up to CHF 800; orders exceeding this amount can be paid by credit card. Regardless of the payment method chosen, the maximum order value is CHF 1,500.

New customers

We reserve the right to carry out a credit check in full compliance with all relevant data protection regulations. In the event of an unfavourable credit assessment — in particular if you have outstanding unpaid invoices from previous orders in our online shop — we reserve the right to process your order only using the payment methods we propose.

We will inform you of this decision without delay and, in any case, before a purchase contract is concluded (cf. § 2 Para. 3 of these Terms and Conditions).

The better your credit rating, the higher your invoice limit. In most cases, the maximum amount is between CHF 200 and CHF 800.

Existing customers

We reserve the right to carry out a credit check in full compliance with all relevant data protection regulations. In the event of an unfavourable credit assessment — in particular if you have outstanding unpaid invoices from previous orders in our online shop — we reserve the right to process your order only using the payment methods we propose.

We will inform you of this decision without delay and, in any case, before a purchase contract is concluded (cf. § 2 Para. 3 of these Terms and Conditions).

Existing customers may place orders on account up to a value of CHF 800.

When items are out of stock, this is often due to a short-term delivery delay. However, some items are so popular that they sell out completely. We are therefore unable to guarantee that out-of-stock items will be restocked. Our essentials are replenished on a continuous basis — simply sign up to be notified by email.

We have already been able to package many items in sustainable material, and we continue to work towards a point where all collection pieces can be dispatched this way — for example, in boxes.

As a manufacturer, our packaging serves a variety of retail customers, including specialist retailers who have specific requirements regarding presentation and packaging. The cleanliness and hygiene of our products are the highest priority. Currently, only bags made from polymer polypropylene (PP) reliably protect against dirt and contamination. Thanks to their composition, our bags are recyclable.

Items are only pressed, unpackaged, and presented on hangers when our retail partners wish to display them without removing them from any packaging. For this reason, we primarily use hangers in bricks-and-mortar retail. A returns service collects the hangers — ensuring they do not go to waste and can be reused or recycled.

All of our products are dispatched from our central warehouse in Radolfzell, which means that specialist retailers and online customers receive the same packaging. Repacking items prior to dispatch is currently neither efficient nor sustainable. However, as we continuously review our processes, this may change in the future.

Your order will typically arrive within three to five working days of dispatch. International parcels generally take four to six working days to reach you.

Shipments packed at our logistics centre on Tuesdays are handed over to Swiss Post on Thursdays; those packed on Thursdays are handed over the following Monday. Your shipment can only be tracked via Swiss Post's parcel tracking service from that point onwards.

We do not currently offer express delivery.

You will receive a Track & Trace code with your shipping confirmation.

You can track your order at any time using the Post CH parcel tracking service.

Please contact our customer service team at kundenservice@schiesser.com in this case.

We ship via Post CH. For international deliveries, fulfilment may be carried out in partnership with a local service provider.

We deliver to Switzerland and Liechtenstein.

For deliveries to Belgium, Germany, Denmark, Finland, France, Ireland, Italy, Luxembourg, the Netherlands, Austria, Poland, Sweden, Slovenia, Spain, and the Czech Republic, please place your order via schiesser.com.

We do not currently offer delivery to our SCHIESSER stores or outlets.

All orders are delivered free of charge.

If you are unable to receive your parcel in person, you may arrange for it to be left in a designated safe place or with a neighbour. It is also possible that the postal carrier has placed your parcel in your letterbox.

Alternatively, you can collect it from the post office indicated on the notification card left by the postal carrier.

You can check the current status of your parcel using your tracking number.

You will find this in your dispatch confirmation email.

If an item is missing from your parcel, please contact our customer service team at kundenservice@schiesser.com. We will then check our stock levels. Should we identify a shortfall, we will dispatch the missing item to you as quickly as possible, or issue a credit note.

Unless otherwise stated, all items in our online shop are available for immediate dispatch.

Yes, simply enter the relevant address during the checkout process. Please note, however, that payment by invoice is not available when an alternative delivery address is provided.

If your parcel arrives damaged, you will need to file a damage report with Swiss Post and send it to us. Please include your order number so that we can process your enquiry as efficiently as possible.

Yes, you can. We will send you an email containing a link to track your parcel. Via this link, you can change the delivery location and time, or select a parcel shop to which your order should be delivered.

First, please check the tracking information to see whether the parcel has been left with a neighbour or at your preferred drop-off location.

If this is not the case and the shipping status has not changed after five working days, please contact our customer service team at kundenservice@schiesser.com.

If your parcel cannot be delivered, it will be returned to us. As with a standard return, we will refund the purchase amount to your original payment method within 14 days.

As we are unable to redirect your parcel to a different address, please place a new order using the correct delivery address.

If an item does not meet your expectations, you may return it to us free of charge (within Switzerland and Liechtenstein) within 30 days. The item must be unworn, in its original packaging, and in perfect condition. All tags and labels must still be attached.

Please follow this link and use the pick@home service.

Refunds are always processed via your original payment method.

If you paid by invoice, the invoice amount will be reduced by the value of the returned items — you only pay for what you keep. If you have already transferred the full amount, we will credit your bank account within five working days as a rule.

If you paid by credit card, we will credit the amount to the credit card account provided. You will be able to see the transaction on your next statement. The date of the refund on your statement may match the original payment date — this is perfectly normal.

Cash payouts of your credit balance are not possible.

You will receive a confirmation by email as soon as we have registered the receipt of your return.

Once your return has been received and inspected, we will send you an email with our return credit note. A new invoice will not be issued following a return. Please settle the remaining balance (invoice amount less credit note) independently and within the due date.

If you have already transferred the full invoice amount, you will receive a refund to the value of the credit note.

We currently dispatch multiple orders in separate parcels. This allows your orders to be assigned and processed more efficiently. Should you wish to return any items, please do so in separate parcels corresponding to each individual order.

We do not currently offer this service.

You can fill out and submit the appropriate form for your revocation here.

Vouchers and discounts cannot be combined with other promotions, discounts, or vouchers. Cash redemption is not possible. Only one voucher may be redeemed per order. When redeeming a gift voucher, goods must be purchased to at least the value of the voucher. Please note that shipping and service charges are not included in the order value. In the event of returns, percentage discounts will be offset proportionally against the credit note. SCHIESSER reserves the right to deduct the voucher value from the credit note upon return if the specified minimum purchase value is not met. The minimum purchase value and voucher validity period are stated on the vouchers. You can also find information on our general voucher terms and conditions here.

Please note that our vouchers are generally applied to the minimum order value AFTER any returns — that is, the value of the items you actually keep. This means that if you return part of your order, you may no longer qualify for the selected voucher and could fall below the minimum order value. In this case, the full invoice amount will be due.

You can of course delete your customer account or update individual details at any time. Simply log in to your account and click on My Account.

Simply log in to your account. Under My Account, select My Address Book and update your address accordingly.

You can request a password reset by clicking on the question mark in the login area. You will receive an email containing a link which you will need to click to confirm that the request was made by you. You will then receive a second email from us with a newly generated password.

To unsubscribe from the newsletter, simply click the unsubscribe link in any of our newsletter emails. Alternatively, you can unsubscribe directly here in the Online Shop. Simply enter your email address in the text field on the following page and confirm your unsubscription by clicking the button.

Schiesser products are sized according to standard retail sizing. If you are ever unsure which size is right for you, please refer to our size guide. Should an item not fit as expected, you are of course welcome to return it to us free of charge.

In this case, please use our Store Finder. Here you will find all specialist retailers, SCHIESSER stores and outlets that carry our products.

In the event of a complaint, please contact either our customer service team or your nearest SCHIESSER location. You can find your closest store using our Store Finder. For online orders, please provide our customer service team with your order number so we can locate your enquiry. You are also welcome to send us photos of the item in question in advance via WhatsApp or email. You will find our contact details in the contact form.

You can find our underwear A–Z here.

Do you have questions about one of our products, or would you like to find out more about our company? Simply fill in our contact form or send us an email at kundenservice@schiesser.com. We are happy to help.