Shipping, delivery and returns

Shipping, delivery and returns

You can order our range online or in our shops. Our Bern and Zurich locations demonstrate the real product, roastery and service expertise behind the online shop.

Switzerland and Liechtenstein

For processing and shipping within Switzerland and Liechtenstein, please allow 2–5 business days. We ship from Tuesday to Friday. We use several stock locations. For questions about an existing order, including the order number helps us identify the request quickly.

Forwarding abroad

We deliver to Switzerland and Liechtenstein. For other countries, your order goes via pickup in Zurich Oerlikon:

1. Order online and choose pickup in Zurich Oerlikon as the delivery method.
2. After your purchase, email us at [email protected] or call +41 76 789 15 79 to let us know you would like your order forwarded to your country.
3. As soon as your parcel is ready, we send you its dimensions and weight.
4. You book a courier of your choice, for example DHL or UPS, to collect it from us at Hagenholzstrasse 50b, 8050 Zürich, and send us the shipping label and accompanying documents.
5. We attach the label and documents to the parcel and hand it over to the courier.

Export from Switzerland, customs clearance and import into the destination country are your responsibility, as are the related costs. Our terms and conditions also apply.

Scheduled delivery of large espresso machines

Special delivery conditions apply to certain La Marzocco and Victoria Arduino machines:

• Delivery is scheduled with you.
• Delivery is made to the curb.
• Delivery is possible within an approximate driving radius of 2.5 hours, for example to Geneva, Lausanne, Zurich, Basel or Lucerne. Please confirm the specific address with us before ordering.
• Carrying the machine to the installation point as well as on-site commissioning and an on-site barista workshop are not included; ask us if you need them.

Returns, exchanges and cancellation

For consumers, we voluntarily offer an exchange within 7 days of receipt, by replacement delivery or store credit – only for unopened, unused goods in their original packaging and original condition, and on presentation of the proof of purchase. Excluded from exchange are in particular electrical appliances, personalised or custom-sourced products, coffee (roasted or unroasted) and all foodstuffs as well as products with an expiry date, opened or used products and products no longer in their original condition, reduced and promotional goods, gift cards and vouchers as well as downloadable products, books, CDs, DVDs and software showing signs of use, and spare and service parts (Terms and Conditions, sections 8.3, 8.5 and 8.6). Business customers have no right of return, exchange or withdrawal (section 8.2). For every accepted return, a tiered restocking fee applies:

• For goods with a value up to and including CHF 200: 15% of the goods value.
• For goods above CHF 200: our effective costs of 3% plus a CHF 0.30 payment fee and weight-based shipping costs, capped at 15% in total.
• For cancellation before dispatch: 3% of the order value plus CHF 0.30.

Return label from us: So you don't have to sort out postage, we can provide a prepaid Swiss Post return label on request (up to 29.8 kg). It costs CHF 10 and you pay for it. For a warranty case you first get an invoice, and once it's paid, the label arrives by email. For an exchange, we offset the CHF 10 against your store credit or replacement delivery. If the mistake is ours, for example a wrong delivery, the label is free. Just tick the option when you report your case in the service portal.

The binding details and conditions are set out in our returns and exchange policy and in our terms and conditions, in particular sections 8 and 10.