After-sales service

Through our contact form or by phone at +41 78 267 37 34. We will respond within 24 business hours.

Please provide your order number and, if the issue involves a product, the serial number printed on the label: this allows us to immediately identify the batch and its test results.

Take a photo of the package before opening it, then a photo of its contents, and send us these photos within [TO BE COMPLETED: deadline] along with your order number.

The photos are essential: they allow us to file a claim with the carrier and respond to you without having to wait for the outcome of their investigation.

First, check the tracking information sent to you by email: sometimes a package is dropped off at a pickup location or held at the post office without notification.

If the tracking information hasn’t updated in several business days, please contact us. We’ll file a claim with Swiss Post. In any case, we’re here to assist you until your order is delivered.

This was a mistake on our part, and we will correct it at our expense. Please let us know by providing your order number and a photo of the product you received, with the serial number clearly visible.

Since our plates are numbered and our editions are limited, this number allows us to track exactly what was shipped.

Please contact us to clarify what the problem is.

The full terms and conditions are outlined in our return and refund policy.

Please provide us with the serial number listed on your label: we will send you the report for the corresponding batch, along with its test date.

This is the very basis of our numbering system. A product for which the seller cannot provide the exact batch analysis is not traceable, regardless of what they claim.

Please contact us immediately with your order number and the notification you received. We will send you the laboratory report for the batch, which certifies that the product complies with the destination country's threshold.