Faq

  1. My account

What are the advantages of creating an account?

There are many benefits you can take advantage of, now and in the future:

  • Receive promotional coupons for subscribers
  • Receive notifications about offers and promotions
  • Track your orders in Account
  • Directly cancel a paid order in Account

    How can I register?
    The easiest way is to go here or:

    • Click on the icon login to the user account at the top right
    • Click on Create Account (you must use a valid email address and phone number to complete your registration)

    What should I do if I forgot my password?

    Click here to reset your password or click on the icon and follow the instructions.

    • Click on Forgot password?

    How can I change my login information?

    When registering with an email address or phone number:

    • Sign into your account
    • Click on See addresses in the "Account details" section
    • Click on Edit

      Do I have to create an account to make a purchase on the NeSs site?

      No, you can make a guest purchase without logging into your account. If you do, it is necessary to fill in your details accurately. We will use them to send you your order details and to contact you regarding any questions regarding your order.

      1. Order and Purchase

      When should the order be paid?

      All payments must be made upon validation of the order otherwise it is not valid.

      How do I know if an item is out of stock?

      When an item is in stock, the Add to Cart buttons are visible. If an item is out of stock, you will see Notify Me instead and click it to be notified by email when the product is available.

      Can I cancel my order?

      You can cancel an order before the products are packed in the NeSs warehouse. You can complete the cancellation in the My Account section after you log in.

      How can I track my order?

      With the NeSs ID:
      • Log into your account and go to Consult your orders and select the order you want to follow, then you will see the status of this order.

      With a guest account:
      • Click on Order on the NeSs website under the menu and enter your email address, order number and verification code then click on View order status.

      Can I edit the information of an order (recipient, address, etc.) after payment?

      You cannot modify the information of an order after having paid for it.

      Can I add another item to an order placed?

      You cannot add additional articles to an already validated order, if you wish to buy additional articles, you must place a new order.

      What personal information do I need to provide when placing an order?

      When placing an order, you must enter the full name, valid address and contact information.

      1. Payment and financing

      What payment methods are available on the NeSs online store?

      The payment methods currently available are:

      -Credit card [Visa, Mastercard, American Express], PayPal,

      We accept payment by bank card with VISA / MasterCard. However, we do not accept payments by credit card with the simple mention CB.

      Does the NeSs store have a maximum payment amount limit?

      There is no maximum payment limit for orders.

      Can I split the payment into several parts if the order exceeds my purchase limit?

      Payment can only be made once for each order, we do not accept partial payments. We recommend that you contact your bank to increase the maximum limit for your banking transactions.

      What should I do if I have been charged the wrong amount?

      If you believe you have been charged an incorrect amount, please contact our customer service and provide the order number and proof of payment.

      How long does it take for the payment to be refunded? What if I don't receive a refund?

      It takes 7-10 business days to issue a refund. However, it can take up to 14 business days, depending on your card provider. If you do not receive the refund within this period, please contact our customer service.

      If I want to cancel my order after paying, how can I get the money back?

      If you cancel your order or return your product within 14 days, the money will be refunded to you by the same method of payment.

      Are delivery costs included in the invoice?

      - For international orders of less than 120 CHF, the shipping costs are 20 CHF and this will be indicated on the invoice.
      - For orders of CHF 120 or more, delivery is free, therefore no delivery costs will be indicated on the invoice.

      Can the invoice information be changed for commercial use or for other reasons?

      We can modify the information provided on your invoice as desired. It is in particular possible to change personal invoices into professional invoices, and vice versa.

      To change the billing information, please contact our customer service. Please include your order number and any changes you wish to make to the invoice.

      Can I get a guarantee if I have lost my invoice?

      If the products have been purchased in our online store (order made on the E-shop portal), the order can be traced by our customer service. Check if your personal information is correct and give our customer service the order number.

      However, a copy of the invoice for your purchase on our online store can be downloaded and printed from the "My orders" page.

      Can an invoice be created separately for each item in an order with several products?

      By default, there is only one invoice created for the entire order. The system does not allow separate invoices to be created for each item. If you need an individual invoice for each item, you must purchase each of them in separate orders.

      1. Shipping

      When will my order be shipped?

      The order will be dispatched within two working days following the placement of the order. We will notify you if any items are temporarily out of stock, if any.

      What are the shipping costs?

      Delivery is free for all shipments to Switzerland with no minimum amount restrictions. For the rest of the world, delivery is free for all orders over 120 CHF. Shipping costs for orders up to CHF 120 are CHF 20 (VAT included). The amount of the shipping costs is displayed on the payment page and in the order confirmation email.

      Who is NeSs' logistics partner?

      NeSs' logistics partner is FedEx.

      Can I change the delivery address for my order?

      If your shipment has not yet been announced to our partner FedEx, we may change the destination address. Otherwise, we can no longer make a change.

      I placed an order but did not receive all of the products. What should I do ?

      We recommend that you contact NeSs Support Client to help you resolve this situation.

      What should I do if the products have been damaged during transport?

      If you receive the package with signs of damage, we advise you not to sign or accept it. If you discovered the shipping damage after receipt, please contact NeSs Support Client within 24 hours of receipt. We recommend that you take photos as evidence.

      Where can I deliver my order?

      Orders can only be delivered to a valid address.

      Can I collect my order at the NeSs service center?

      Unfortunately, this is not possible.

      Do I have to pay for a return / replacement request?

      You will receive a return label which you can use to send your products free of charge to NeSs. If you do not use the return label offered by NeSs, the return costs will be your responsibility. Please note that we only cover one return / replacement shipment for each order, if you need to ship or return missing accessories, you need to cover the shipping cost.

      1. Return and Replacement

      How long is the return / replacement period?

      You have 14 days to return a product from the next day of your delivery. Please see the General Conditions of Sale for more details.

      I have not received the return label, what should I do?

      Please contact NeSs Support Client to resend the return label or to create a new label for you.

      Can I return / replace part of my products?

      You can make a partial return of your order. Note that if you purchased a package or received a gift with your order, you must return the entire package to receive a full refund.

      Can I replace my products?

      You can replace a defective product with the same type of product within 14 days of purchase. If you wish to replace your product with a different product and you are within 14 days of purchase, we advise you to return the product for a refund then place a new order with the desired product.

      What happens if I return my incomplete package (for example I do not return the accessories)?

      The amount of items that are not returned will be deducted from the refund. In case you have made a return and forgot to attach all the items, the shipping costs of the missing items will be at your expense.

      When and how can I be reimbursed?

      Please see the refund details in our return policy.

      1. Guarantee

      What should I do if I have lost the warranty certificate?

      The validity period of your guarantee can be checked with your invoice.

      How can I find out my warranty period?

      The warranty is 2 years from the date of purchase. You can check the purchase date on your invoice, or log into your account on the NeSs website.