Switzerland - World's Finest                                       Hong Kong's Online Shop for Swiss Quality Products
Grüezi & Welcome

 

Swiss House Shop Ltd.                         FAQ

General

Where are you located?

Our official registered address is: Room 803, Cheong Kee Building, 86 Des Voeux Road, Central, Hong Kong SAR. We have a registered branch office 458-468 Hennessy Road, Causeway Bay, and operate also from Parkridge Village in Discovery Bay, Lantau Island. We have warehouses in Tsing Yi and in Zurich, Switzerland. Kindly note that Swiss House Shop is an on-line Webshop thus there is no physical shop where you can purchase the products. We do however have a showroom in Causeway Bay, where you may visit us and also do purchases on site. Our address is Rm 130, 2/F, Cameron Commercial Centre, 458-468 Hennessy Road, Causeway Bay. As we are often doing deliveries kindly Email us in advance at info@swisshouse-shop.com or contact us by phone at +852 6310 1860 to make an appointment and to ensure someone from Swiss House Shop is present during your visit.

 

Why is there a minimum order?

We encounter many instances where customers purchase a small order and then pay for shipping a bigger amount than the original cost of the products. We do not want to stand for that. Shipping rates for small items are cruelly high and we encourage customers to buy several items or pool their orders to make it worth the shipping cost. Please do email us for tailor made solutions at info[at}swisshouse-shop.com

 

Do you ship to mainland China or other countries outside of Hong Kong SAR?

Unfortunately we are not able to ship outside Hong Kong and its territories at this time due to regulatory, i.e. customs issues. We can ship and will deliver almost anywhere in the Hong Kong SAR’s territories (excluded are outlying islands). In future, we will expand our reach in Asia.

 

Do you have any stores located in my territory?

At this time we do not have any retail stores open to the public. Our building’s location consists of an administrative office and a warehouse/storage facility. We do however have a showroom in Causeway Bay, where you may visit us and also do purchases on site. Our address is Rm 130, 2/F, Cameron Commercial Centre, 458-468 Hennessy Road, Causeway Bay. As we are often doing deliveries kindly Email us in advance at info@swisshouse-shop.com or contact us by phone at +852 6310 1860 to make an appointment and to ensure someone from Swiss House Shop is present during your visit.

 

Will my perishables survive transit?

We vacuum seal our perishable food items including cheeses,meats, etc., then pack them with freezer packs to keep them cold inside a sealed container. We also schedule your shipment to avoid sitting in a shipper’s warehouse over the weekend; so if you order on Friday with a 2-Day air-shipping option, we will hold your order until Monday so it does not spend Saturday and Sunday in an unrefrigerated warehouse.

 

What carriers do you ship through?

International shipping from Switzerland is done either by SwissPost (highly perishable items) or Fracht AG. Currently most shipping is done via airfreight with renoun international airlines operating between Switzerland and Hong Kong. Non-perishible items are shipped via seafreight. Within Hong Kong we use either our own delivery service or an associate of Swiss House Shop Ltd., namely TA-Q-BIN (Yamato Logistics)

 

SwissPost     FrachtAG

 

Why is the Express Mail option so expensive? What is it?

Express Mail is a service offered by SwissPost that allows us and you to track your package, receive delivery confirmation, insurance up to HK$ 100, and delivery within 1-2 business days of shipping. It is also the best way to ship perishable items to Hong Kong. 

 

How is shipping calculated?

Shipping costs are determined by the weight of your package, the territory we are shipping to, and whether or not the items you choose are non-perishable, perishable, or highly perishable. A non-perishable item would be items like dry foods, appliances or garments, while perishable items are most cheeses, chocolates, while highly-perishable items are very fresh items such soft cheeses.

 

Do you offer wholesale pricing to restaurants and business?

Yes. We primarily offer wholesale accounts for businesses looking to retail our products. For specifications, please e-mail roberto.pace[at}swisshouse-shop.com with a description of your business and your needs and we will get in touch with you.

 

Do the products have Nutrition Labels?

Swiss House Shop Ltd. is a licensed F&B importer and distributor in Hong Kong. We are thus, and in accordance with the laws and regulations as set out by the Centre for Food Safety Department of the Hong Kong SAR, required to have nutrition facts, list of ingredients, allergen information, as well as manufacturer details marked on our products.

Our customers have the option to request products from us that are not available from our online product portfolio. We will do our utmost to source such products but it must be noted that the nutrition labeling regulations in Switzerland are different than those of the Hong Kong SAR. We may thus have to decline requests, where nutrition information that is in accordance with the regulations of Hong Kong is not available from a Swiss supplier.

 

This is a gift; do you include prices on your packing slip?

No, the packing slip on all your orders only includes a list of what products are in the package, the address we are shipping to, and who the gift is from. No prices are included in your package’s shipment.

 

How does Swiss House Shop help the environment?

Like our customers in Hong Kong and our suppliers in Switzerland we are also concerned about Hong Kong’s environment. By maintaining an online business model, we are able to keep waste to a minimum.

All our products are delivered in recyclable cardboard boxes or kraft paper bags 

  • Delivery in kraft paper bags, which do not contain any plastic materials (used for smaller items or quanities) or
  • Delivery in recyclable cardboard boxes (used for larger items or quanities)

 This helps to avoid plastics bags and helps us to keep Hong Kong waste to a minimum.

 

What if I am unhappy with the Swiss House Shop products or service?

Customers are our ambassadors and we take complaints very seriously. We will do everything to resolve your complaints. If there is an issue, please get in touch so we can resolve the issue promptly. You may reach us by phone +852 6310 1860 or via Email info[at]swisshouse-shop.com

 

FAQs about My Account

Why do I need a Swiss House Shop Ltd. account?

Kindly note that opening an account with Swiss House Shop is not mandatory. You can choose products, place them in your shopping cart and proceed directly to the check-out. An account allows easy access to information regarding the orders you’ve placed. Log in with your e-mail address and password to view tracking information, order status, order history, or edit and store shipping and billing information. We kindly ask that you use English characters only in the form and to please provide us with your full name, address and phone number that will serve for payment verification and delivery of the products to a place of your chosing in Hong Kong.

 

How do I create an account?

You will be asked if you wish to create a Swiss House Shop account when you complete an online order using your Email address and a password of your choosing.

 

How do I retrieve my account password?

If you’ve lost your password just click the “Forgot Your Password?” link on the My Account login page. Enter the E-mail address associated with your account and we will E-mail you a new password that is system generated. Kindly note that Swiss House Shop does not have access to your password and we do not keep such priviledged private information stored. Passwords are system generated generically. 

 

How can I check my order status?

When you log into your Swiss House Shop account you’ll be able to view any current and prior orders. Each order will include a current status.

 

How do I track my shipment?

You will receive a shipping confirmation e-mail the day your order is placed with Swiss House Shop Ltd. You may check your shipment by clicking on Swiss House Shop's website, unders "Services", "Track Order". Simply enter the details from your order confirmation, including the Order ID and your E-mail address.

 

Shopping & Placing An Order

How do I order from Swiss House Shop Ltd.?

Swiss House Shop Ltd. offers secure ordering online, or you can order with the assistance of a customer service rep by calling us at +852 6310 1860

 

How do I shop with Swiss House Shop?

Choose the products you wish to purchase and start filling your cart. View your cart, make any adjustments to products and quantities, and then proceed to checkout. We recommend to open an account with Swiss House Shop, which will facilitate future purchases as prior orders are stored as well as your contact and delivery address data.

 

Can I start shopping from my last order?

If you have a registered account with Swiss House Shop you can start shopping from your last order, rather than filling up your cart from scratch. You can also start shopping directly from your Favorites list or from your previous Orders list. However, we do suggest you browse the online shop regularly as we will be adding new products frequently.

 

How do I complete my shopping with Swiss House Shop?

Once you've finished shopping, click the Checkout button. If you haven't yet entered your login details, you will be asked to do so now. If you've never previously shopped online at Swiss House Shop, you can open an account by filling the registration form within Swiss House Shop checkout page, and then click the Register button. Please always remember to include your full address details and phone number in your account as this information is required for your delivery.

 

How long can I hold the items in my cart before checking out?

We operate a first in first served protocol, therefore, we suggest you checkout your order as soon as you can to ensure you get the required products. All items displayed are available in stock unless already sold by the time you checkout.

Our system carries out an inventory check prior to checkout so that you can see exactly what products you will receive and what products are out of stock.

 

Can I place my order over the phone?

Unfortunately, all orders must be placed through our website as we cannot accept any credit card details over the phone. We will be more than happy to assist you during your shopping though. You can call one of our friendly Customer Support Representatives at +852 6310 1860 during our business hours. 

 

Can I shop from your website anytime of the day?

Our online shop is open 24 hours a day, 7 days a week.

 

Do your products have long expiry dates?

All our products are imported from Switzerland on a regular basis and expiry dates are as long as possible for the given products. Some products may have shorer expiry dates but this does not mean they are not fresh.

 

How are your F&B products stored in your warehouse?

All food and beverage products are stored in our temperature controlled warehouse in Hong Kong in accordance with manufacturers' regulations. Depending on the products, delivery is done with chilled transportation modes from Switzerland and in Hong Kong.

 

Do you have any plans to add any more products in the future?

Yes. We are constantly looking for other products to add to our site. We want to give you the maximum choice possible, at the very best value. If you want us to add a product, just send us an Email to info[at]swisshouse-shop.com. We will try to add the product within 4-6 weeks if we determine that other clients may have the same need. We are determined to provide you with your products of choice from Switzerland, thus if we don't have a product in our shop, simply contact us by phone or E-mail and we will do our utmost to source the products for you in Switzerland. 

 

What are my payment options?

Swiss House Shop Ltd. currently accepts payments thru PayPal®, where you may conveniently and safely pay with your Visa®, MasterCard®, or other major credit card you hold. Please note that we do not store your credit card details at Swiss House Shop Ltd. All information is held and processed by the highly secured PayPal® payment gateway. If you want to pay with a personal cheque or pay via bank transfer from leading banks in Hong Kong, please give us a call first at +852 6310 1860 or E-mail us at info[at}swisshouse-shop.com

Swiss House Shop Ltd. will never ask you for your credit card details over the phone. Payment with credit card is only possible thru our website and thru PayPal®, which is is fully protected by SSL certificates. Secure Sockets Layer (SSL) is a global standard security technology that enables encrypted communication between a web browser and a web server. This keeps your online experience highly secure.

 

When will my credit card be charged?

The amount of your purchase is authorized on your card immediately. That allows us to verify that funds are available to cover your purchase. An authorization is not the same as a charge, and should you cancel your order the authorization will release within a few business days. Swiss House Shop Ltd. will only charge your credit card after your order has been shipped.

 

When will my credit be processed?

Refunds from a returned product are issued to the same card that was used for a purchase and are typically processed 3 to 5 business days after we receive your return.

 

When will my order arrive?

Standard ground deliveries vary by territory. All Swiss House Shop products are shipped from Switzerland but we do keep a stock of products in Hong Kong for fast delivery times. Fresh products such as cheeses, meats, etc. are usually shipped bi-weekly from Switzerland, thus delivery times may be longer for those products.

Please bear in mind that many of our products are hand-made and made-to-order. Such items can take time in production and we kindly ask you for your consideration of the aforementioned. We will confirm the delivery date of all itmes to you once a purchase is placed.

 

Will Swiss House Shop Ltd. confirm my purchase?

After you place your order online you will receive a detailed order confirmation E-mail. If you don't receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some E-mail programs may mistakenly misroute your confirmation E-mail. We recommend that you add Swiss House Shop (swisshouse-shop.com) as a safe sender to ensure proper E-mail delivery.

 

What if something is out of stock?

Swiss House Shop Ltd. inventory is real-time. So any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options. You will not be charged for any item until it ships from our warehouse. Made-to-order products are reflected in the website as available but in fact they must be produced in Switzerland. Kindly consider this for your order and purchase.

If an item is out of stock that you wish to purchase, you may add it to your "Wishlist" in your account. Kindly note that the Wishlist is private thus Swiss House Shop has no access to it.  Just share your Wishlist with us by selecting "Share Wishlist" in your account and enter the Swiss House Shop E-mail address: info[at]swisshouse-shop.com. One of our Customer Service Representatives will contact you to process your requests.

If an item is not available or out of stock you may always send us an E-mail at info[at]swisshouse-shop.com or call us at +852 6310 1860 and inform us of your requirements and we will do all possible to arrange a swift shipment of the products from Switzerland. 

 

How can I change my delivery address?

You can update your delivery address under My Account. If you change your address, please do not forget to amend it within your Swiss House Shop account. If you wish to send an order to a different address, please select this appropriately under delivery address or upon checkout.

For any changes in delivery address or delivery dates/times you may also contact one of our Customer Service Representatives via E-mail info[at]swisshouse-shop.com or by phone +852 6310 1860

 

Are gift certificates available?

No, not at this point. After some time there will be Swiss House Shop Ltd. gift certificates available here in HKD 300, HKD 500, and HKD 1’000 denominations. Our gift certificates are sent via e-mail with a code that can be used during online checkout.

 

What is Swiss House Shop Ltd. privacy policy?

We respect the privacy of our customers and do not sell your personal information to anyone. If you have any questions or concerns, we invite you to contact us directly for more information regarding our commitment to your privacy info[at}swisshouse-shop.com. Or, take a few minutes to read our complete Privacy Policy.

 

Will Swiss House Shop Ltd. send me an Email after I buy?

You will receive two Emails specifically related to your transaction; an order confirmation and a shipping confirmation. You may receive promotional E-mails if you subscribe to our E-mail newsletter on the site or during the checkout process. If you are receiving our promotional E-mails and would like to opt out, simply click the unsubscribe link at the bottom of the E-mail.

 

Can I opt out of receiving E-mails?

Yes. You may unsubscribe from Swiss House Shop Ltd. promotional E-mail newsletters by using the appropriate link at the bottom of any newsletter. We can also assist you over the phone, or you can E-mail us to request an opt-out at info[at]swisshouse-shop.com

 

What if an item I ordered is missing?

If you believe an item is missing, please first review your packing slip to confirm the item was on the order. If an item on the packing slip is not in the package or box we delivered please call us immediately so we can investigate and resolve the issue at +852 6310 1860 or E-mail at info[at]swisshouse-shop.com

 

What should I do if I have a problem with my delivery?

If there is a problem with your delivery, you can call +852 6310 1860 or email info[at]swisshouse-shop.com us and we will try to resolve your issue as quickly as possible. 

 

What happens if I miss a delivery?

If you are not at home / office when your delivery arrives, we or our affiliate delivery company will contact you by phone to arrange an alternative time or leave the groceries at a suitable place as notified by you.

 

Do I have to pay return shipping costs?

For standard returns, the customer is responsible for shipping costs incurred in sending an item back to Swiss House Shop Ltd. In the case a return is due to a Swiss House Shop Ltd. error, we will refund the original shipping charges and pay for standard delivery charges for getting a product back to Swiss House Shop Ltd.

 

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