FREE SHIPPING ITEMS

For customers who have chosen our FREE SHIPPING (without tracking) option, please note that we will only provide you with our proof of postage. You will NOT be able to track the location of your order after that, there is a risk that the product will not arrive at your home. If after 60 days you still have not received your order, we will escalate the matter to our tier 2 support team and refund your money, no questions asked.

If your order is over $75, we HIGHLY RECOMMEND that you choose our STANDARD SHIPPING option (with tracking). This way you will be able to track your order all the way until it is delivered to you.

HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase and wish to return the item, please contact us within 45 days of receiving your order.

Please provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.

Only items purchased directly through https://stephanfiedler.ch will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in the original packaging, including any accessories, manuals and documentation.

Returned items must be unused, in the same condition as we sent them to you and in the original packaging. Stains, folded cards, broken seals/broken plastic wrap will not be accepted. If the condition of the product returned to us is not in acceptable condition, we reserve the right not to refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Items that cannot be returned include items purchased through a retailer, products purchased incorrectly, and products damaged due to customer carelessness.

Returns without proof of receipt may be refused. Tom Bakkers reserves the right to refuse returns.

WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a defective unit or the wrong product? Are you simply not satisfied with your order?

To start the return process, please contact our Customer Support team. Please include the following information:

Order number

Proof of purchase

Video or photo of the defective product (if applicable)

Full delivery address

Contact telephone number

In some cases, you may be required to provide a video or photo of the defective product as evidence so that you can refund or replace the product.

HOW LONG DOES THE RETURN PROCESS TAKE?

Processing returns can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.

Full or partial refund depending on the situation.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original method of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact your card issuing bank if you have any questions about when the credit will appear on your account.

If you have not yet received a refund for your return, here are some things you can do:

Contact your bank/credit card company. It may take some time for the refund to appear in your account.

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you wish to change or cancel your order, please contact us as soon as possible. Please ensure you include your order number and the change you wish to make and we will confirm once the change has been made.

For cancellations after an order has been placed, a cancellation fee of 30% of the total price applies, regardless of the time the order was placed (even if it is just a second later), as the payment processor/credit card company charges us a fee for cancellations.

Please note that orders that have already been packed or shipped cannot be cancelled.

Please contact our customer service at support@stephanfiedler.ch for the return address.