faq

  1. My Account

What are the advantages of creating an account?

There are many benefits you can enjoy now and in the future:

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

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

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

    What should I do if I forgot my password?

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

    • Click on Forgot your password?

    How can I change my username information?

    When you register with an email address or phone number:

    • Sign into your account
    • Click on See addresses under "Account details"
    • 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 with any questions about 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'll see Notify Me instead and click on it to be notified by email when the product becomes 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 in to your account and go to View your orders and select the order you want to track, then you will see the status of that order.

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

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

      You cannot change the information of an order after you have paid for it.

      Can I add another item to an order placed?

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

      What personal information do I need to provide when ordering?

      When you place an order, you must enter the full name, valid address and contact details.

       

      1. Payment and financing

      What payment methods are available on the NeSs online store?

      The currently available payment methods are:

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

      We accept payment by credit card with VISA / MasterCard mention. On the other hand, 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 multiple parts if the order exceeds my purchase limit?

      Payment can only be made 1 time for each order, we do not accept part 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 debited for the wrong amount?

      If you believe you have been charged an incorrect amount, please contact our customer service team 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 time, 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 payment method.

      Are the delivery costs included in the invoice?

      - For international orders of less than 125 CHF, the shipping costs are 20 CHF and will be indicated on the invoice.
      - For orders equal to or greater than 125 CHF, delivery is free, therefore, no delivery costs will be indicated on the invoice.

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

      We can change the information provided on your invoice as you wish. In particular, it is 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 want to make to the invoice.

      Can I get a guarantee if I lost my invoice?

      If the products were 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 from 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 multiple products?

      By default, there is only one invoice created for the entire order. The system does not allow creating separate invoices for each material. 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 shipped within two working days of placing 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 within Switzerland without minimum amount restrictions. For the rest of the world, delivery is free for all orders over 120 CHF. The shipping costs for orders up to CHF 120 are CHF 20 (including VAT). The shipping cost amount 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 FedEx partner, we may change the destination address. In the other case, we can no longer make a change.

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

      We advise you to contact NeSs Customer Support to help you resolve this situation.  

      What should I do if the products were damaged in transit?

      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 receiving, please contact NeSs Customer Support 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 pick up 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 will use to ship your products free of charge to NeSs. If you do not use the return label offered by NeSs, you will be responsible for the return costs. Please note that we only cover one return / replacement shipment for each order, if you need to ship or return any missing accessories, you should 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 day following your delivery. Please consult the Terms of Sales for more details.

      I haven't received the return label, what should I do? 

      Please contact NeSs Customer Support to resend the return label to you 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 you forgot to include all the items, the shipping costs for the missing items will be at your expense.

      When and how can I be reimbursed?

      Please see refund details in our return policy.

       

      1. Guarantee

      What should I do if I lost the warranty certificate?

      The validity period of your warranty can be verified 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 site.