Shipping & Returns

Table of Contents

• Cookies Policy
• Privacy Policy
• Shipping & Returns
• Terms & Conditions

Shipping

When placing your order please ensure that the billing and shipping address details are correct, as we are unable to amend any order details once the order has been placed. When your order is shipped, we will send you a confirmation email. Please contact our customer service if you have any questions or concerns about your order.

Costs & Time

International orders are shipped via DHL. Please note that the goods will require a signature upon delivery. Shoppers from outside EU and Switzerland may have to pay tax or duty in their home country. Please contact your local customs office for further information.

We offer free shipping worldwide.

Delivery times are estimates and provided as guidelines only. We will do our best to ship your order as soon as possible but cannot be responsible for any delays which arise due to higher reasons.

Europe: 4-6 working days
World: 6-8 business days

Tax and Duties

International shipments may be subject to customs duties and import taxes upon entry into the country of destination. Customers are solely responsible for any of these customs duties and import taxes. Import duties and taxes may vary from country to country, therefore we recommend you contact your local customs office for more information before placing an order.

Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. The customer must contact customer service before returning the goods.

Returns will not be accepted if the tags have been removed, if the item has been used, soiled or damaged in any way. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Please note that all return costs are at the customers expense.

In order to make sure your return reaches us safely, we strongly advise you to use an insured and tracked service. Otherwise we do not guarantee that we will receive your returned item.

Please email customerservice@thaden.ch for further instructions.

Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If the return is accepted you’ll be automatically refunded to your original payment method, please allow 5-10 working days for a refund to be credited back to your payment method. Original shipping charges, duties, or taxes will not be refunded.

Late or missing refunds

If you haven’t received a refund yet, please recheck your bank account again first or contact your credit card company. Please remember it can take a few days for your bank or credit card company to process and post the refund. If you still have not received your refund yet, please contact us at customerservice@thaden.ch

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

Please note that at this time we are not able to offer exchanges. If you change your mind please return the product and place a new order. We only replace items if they are defective or damaged.

Product

All our products are made with the utmost care and precision. In the unlikely event that a product is deemed faulty within a period of 6 months after the purchase, we will try our best to either repair, replace, or refund an item at no additional cost.

Pre-orders Terms & Conditions

A pre-order gives you the chance to reserve and buy an item before it is available in stock. We will put you on a waiting list for the next production window and inform you about the estimated delivery window on the product page of the respective item.

Cancellation

Thaden may cancel this reservation by terminating the pre-order at any time for any or no reason. If Thaden cancels your reservation, you will receive a full refund of the purchase price to the original payment method without interest.

Orders on pre-ordered items are final and we cannot accept cancellations or returns unless the item does not match the description.

Payment

The purchase price does not include import taxes, customs duties, transfer fees and other governmental charges, which are buyers responsibility except for Switzerland and countries within the EU.

Priority

Thaden products are handmade and will be built and delivered according to the pre-order received. This does not mean that you will receive a special number related to the product because of the position on the waiting list.

Shipping Pre-Orders

We are unable to provide an exact shipping date due to the handcrafted nature of our products, you understand and agree that there may be delays. An estimated time of delivery is only an estimate and is subject to change. Thaden does not represent or warrant that it will be able to ship the product by the estimated date. In the event that a delay arises and the estimated shipment and/or release of the product is not met, Thaden is not responsible for any damages that may occur due to the delay, nor shall it be obligated to provide any discounts, refunds or credits due to any such delays.

We will provide you periodically with updates about delivery schedule and an email with the tracking information will be sent to the email address associated with the order once the product is shipped.

If your original shipping address changes in the meanwhile, please email customerservice@thaden.ch with your order number and we will update the shipping address for you. This can only be done before shipping begins, we cannot make any changes after that.