FAQ's
Welcome to our FAQ. We are pleased to have you here as a customer. We have tried to answer the most frequently asked questions.
Shipping & Return
Below you will find some frequently asked questions about shipping, returns and exchanges
How are the shipping costs calculated?
The shipping costs depend on the size, weight and destination of the parcels or pallets. For international deliveries, items are shipped DAP (Delivered At Place), which means that the recipient must pay VAT and customs duties in the country of destination.
How are delivery and shipping handled?
- International orders: Shipment takes place after receipt of payment. All goods remain the property of Florinett AG until the terms of delivery and payment have been fulfilled.
- Within Switzerland: The articles are sent by A Mail or B Mail with invoice.
Can I return goods?
No, you cannot return goods that were selected and purchased in the online store on the basis of an original product photo. All unique items are displayed in the online store on the basis of original photos, whereby the photos may show slight optical color deviations from the original product. Please also note that slight variations in quality may occur as these are natural products that are selected according to the criteria described on our website.
What should I do if the goods are damaged during transportation?
The goods are shipped in perfect condition. In the event of transport damage, please inform Florinett AG within 14 days of receipt and provide clear photographic documentation. At the same time, the recipient's post office must draw up an internationally valid damage report. For this purpose, the consignee must present the contents found as well as the complete packaging and padding to the foreign postal company or its partner. Reimbursement is not possible without a damage report. Hidden defects or damage caused by improper storage or processing are not covered.
Order / Payment
Below you will find some frequently asked questions about orders and payment
Is there a minimum order value?
Yes, a small order surcharge of CHF 25 is charged for orders outside Switzerland if the order value is less than CHF 100.
What payment options are available?
- Within Switzerland: 30 days net by bank transfer, TWINT, debit/credit card
- Outside Switzerland: Prepayment by bank transfer, VISA or MasterCard, Paypal (Please note: For payments with PayPal we charge a fee of 5% of the invoice amount.)
Can I reserve wood for later shipment?
If you select and reserve wood in person in Bergün or Latsch, payment is due within 30 days of the reservation, even if the wood is shipped later.
prices and place of fullfilment
Below you will find some frequently asked questions about our prices
In which currency are the prices quoted and what is included?
The prices are quoted in CHF (Swiss francs) and are ex works CH-7482 Bergün; they do not include VAT or shipping costs. Special requests will be charged additionally according to the time and material required.
What is the place of fulfillment / place of jurisdiction?
Place of fulfillment for delivery and payment is exclusively Bergün in Switzerland.
Place of jurisdiction: CH - 7482 Bergün