Shipping policy

Last updated: 3 August 2026

This Shipping & Delivery Policy applies to orders placed through www.sillagedepot.ch and forms part of the Sillage Dépôt General Terms and Conditions.

1. Delivery area

Sillage Dépôt currently delivers exclusively to valid addresses within Switzerland.

We do not currently deliver to addresses outside Switzerland.

Delivery to a post office box, PickPost location, My Post 24 terminal or other alternative delivery point may be available where accepted by Swiss Post and correctly selected or entered by the customer.

2. Order processing and dispatch

Orders for products shown as available are prepared and handed over to Swiss Post no later than the next business day after the order has been accepted and payment has been successfully confirmed.

Business days are Monday to Friday, excluding public holidays applicable at the Sillage Dépôt dispatch location.

Accordingly:

• an order accepted on Monday will normally be dispatched by Tuesday;
• an order accepted on Friday will normally be dispatched by the following Monday; and
• an order accepted on a weekend or public holiday will normally be dispatched by the end of the next business day.

The dispatch period begins only after:

• the order has been successfully submitted;
• payment has been authorised or received;
• the product is confirmed as available;
• the delivery address has been provided completely and correctly; and
• no additional verification is reasonably required.

Orders containing products identified as pre-order, back-order, special order or subject to a longer dispatch period are governed by the delivery information displayed for those products.

3. Shipping method

Orders are normally shipped using Swiss Post PostPac Priority or an equivalent tracked priority service.

Swiss Post PostPac Priority is generally scheduled for delivery on the next working day after dispatch, from Monday to Friday.

Therefore, under normal operating conditions, an available order will usually follow this timetable:

• order accepted on the first business day;
• dispatched by Sillage Dépôt on the following business day; and
• delivered by Swiss Post on the next working day after dispatch.

This usually corresponds to delivery within approximately two to three business days after the order is accepted, depending on the order date, public holidays, delivery address and Swiss Post operations.

Saturday delivery is not included unless expressly indicated during checkout or in the dispatch confirmation.

4. Delivery times are estimates

Sillage Dépôt guarantees the applicable dispatch commitment, but cannot guarantee the exact date or time at which Swiss Post will complete delivery.

Any delivery date or delivery period displayed on the website, during checkout, in an order confirmation or in a shipping notification is an estimate unless Sillage Dépôt expressly confirms in writing that a specific delivery date is binding.

Delivery may be delayed due to circumstances outside the reasonable control of Sillage Dépôt, including:

• delays or operational interruptions affecting Swiss Post;
• severe weather or natural events;
• exceptional parcel volumes;
• public holidays;
• incorrect or incomplete delivery information;
• inability to access the delivery address;
• recipient absence;
• redirection or delivery instructions issued by the recipient;
• security or fraud-prevention checks;
• technical interruptions; or
• other events that Sillage Dépôt could not reasonably prevent.

A short carrier delay does not automatically entitle the customer to cancel an order or claim compensation.

Mandatory rights under Swiss law remain unaffected.

5. Order confirmation and acceptance

An automatically generated acknowledgement that Sillage Dépôt has received an order does not necessarily constitute final acceptance of that order.

The purchase contract is concluded when Sillage Dépôt confirms acceptance of the order or dispatches the ordered products, depending on the wording used in the order confirmation.

Sillage Dépôt may refuse or cancel an order before dispatch where, for example:

• the product is unavailable;
• the price or product information contained an obvious error;
• payment could not be authorised;
• the order is suspected to be fraudulent or abusive;
• delivery to the stated address is not possible; or
• a legal or regulatory restriction prevents fulfilment.

Where payment has already been collected for an order that Sillage Dépôt cannot accept or fulfil, the amount paid for the affected product will be refunded.

6. Shipping charges

Applicable shipping charges are displayed during checkout before the customer submits the order.

Shipping charges may depend on:

• the order value;
• parcel size or weight;
• the selected delivery service;
• optional delivery services; and
• any free-shipping promotion applicable at the time of purchase.

Any free-shipping threshold or promotional shipping offer applies only under the conditions displayed during checkout.

7. Tracking information

Where tracking is available, the customer will receive a shipping confirmation containing a Swiss Post tracking number or tracking link after the parcel has been dispatched.

Tracking information may require some time to become active after the parcel is handed over to Swiss Post.

The delivery status shown by Swiss Post is carrier-generated information. Customers should contact Sillage Dépôt where the tracking status appears incorrect or does not change for an unreasonable period.

8. Delivery address

The customer is responsible for providing a complete, accurate and accessible delivery address.

Before submitting an order, the customer must verify:

• the recipient’s full name;
• street and house number;
• postcode and locality;
• apartment, floor or building details where relevant;
• delivery-point information where applicable; and
• contact details requested for delivery.

Sillage Dépôt is not responsible for delays or failed deliveries caused by incorrect, incomplete or outdated information supplied by the customer.

Where possible, customers should contact Sillage Dépôt immediately after placing the order if an address correction is required. Sillage Dépôt cannot guarantee that an address can be changed after the order has entered preparation or has been dispatched.

Additional shipping, return or redelivery costs resulting from an incorrect or incomplete address may be charged to the customer.

9. Delivery and recipient instructions

Swiss Post may deliver the parcel according to its applicable delivery procedures and any delivery settings or instructions associated with the recipient.

Customers who instruct Swiss Post to:

• leave the parcel at a designated location;
• deliver it to a neighbour;
• redirect it to another address;
• place it in a collection point or terminal; or
• otherwise alter the original delivery arrangement,

accept the risks reasonably associated with that instruction.

Sillage Dépôt cannot control or reverse recipient instructions submitted directly to Swiss Post.

10. Unattended delivery

Depending on the selected service and the recipient’s Swiss Post settings, a parcel may be deposited without obtaining a signature.

Customers should ensure that the delivery address and any authorised deposit location are secure and suitable for receiving perfume products.

Perfumes should not be left for extended periods in direct sunlight, excessive heat, freezing temperatures, rain or other unsuitable environmental conditions.

Where the customer has authorised unattended delivery or a specific deposit instruction, delivery recorded by Swiss Post at the authorised location will normally be treated as completed.

11. Missed delivery and collection

Where delivery cannot be completed, Swiss Post may leave a collection notice, attempt redelivery or make the parcel available at a collection point.

The customer is responsible for observing the collection deadline communicated by Swiss Post.

If the parcel is not collected and is returned to Sillage Dépôt, the customer may be charged for:

• the original shipping cost;
• the return transport cost;
• a new delivery attempt; and
• reasonable additional handling costs.

Any refund for an uncollected parcel will be processed only after the parcel has been safely returned and inspected.

Sillage Dépôt may deduct the actual shipping, return and handling costs from the refund, except where the failed delivery was caused by Sillage Dépôt or where mandatory law provides otherwise.

12. Refused parcels

Refusing delivery does not automatically constitute a valid cancellation or an accepted return.

Where a customer refuses a parcel without prior authorisation or without a valid reason attributable to Sillage Dépôt, the parcel will be treated as an unauthorised or uncollected return.

The applicable original shipping, return transport and handling costs may be deducted from any refund.

The Sillage Dépôt Returns & Refunds Policy remains applicable.

13. Delayed parcels

Customers should first consult the Swiss Post tracking information when a parcel has not arrived within the expected delivery period.

Where tracking does not provide an adequate explanation, the customer should contact Sillage Dépôt and provide:

• the order number;
• the recipient’s name;
• the delivery address; and
• the tracking number, where available.

Sillage Dépôt will review the shipment information and, where appropriate, open an enquiry with Swiss Post.

A replacement or refund will not normally be issued while a parcel is still in transit or while a reasonable carrier investigation is ongoing.

Where a binding delivery date has been expressly agreed and Sillage Dépôt is responsible for failing to meet it, the customer’s remedies will be determined in accordance with the applicable Swiss legal provisions.

14. Lost parcels

A parcel is not considered lost merely because delivery is delayed.

A parcel will be treated as lost only when Swiss Post confirms the loss or when the circumstances reasonably establish that delivery is no longer expected.

Where an order is confirmed as lost before valid delivery to the customer, Sillage Dépôt will, depending on availability and the customer’s statutory rights:

• send a replacement;
• offer an equivalent product with the customer’s agreement; or
• refund the amount paid for the affected products and any applicable shipping charge.

Sillage Dépôt may require the customer’s reasonable cooperation with the carrier investigation.

15. Damaged parcels

Customers should inspect the parcel promptly after delivery.

Visible damage, breakage, leakage, missing products or suspected tampering should be reported to Sillage Dépôt as soon as possible, preferably within 48 hours after delivery.

The customer should retain:

• the external shipping box;
• the shipping label;
• all internal protective packaging;
• the damaged product;
• the product packaging; and
• any included documentation.

The report should include clear photographs of the parcel, shipping label, internal packaging and affected product.

The 48-hour reporting request enables Sillage Dépôt to investigate the damage promptly with Swiss Post. It does not eliminate mandatory statutory rights concerning defects or damage that could not reasonably have been discovered during that period.

Customers should not dispose of, use or return a damaged product until Sillage Dépôt provides instructions.

16. Incorrect or incomplete orders

Where the parcel contains an incorrect product or an item is missing, the customer should contact Sillage Dépôt promptly and provide the order number and photographs of the contents received.

The customer must not open or use an incorrectly supplied perfume if the error is visible from the external product packaging.

Where Sillage Dépôt confirms a fulfilment error, it will arrange an appropriate remedy in accordance with the Returns & Refunds Policy and applicable Swiss law.

17. Partial deliveries

Sillage Dépôt may divide an order into more than one parcel where reasonably necessary.

The customer will not be charged additional shipping costs solely because Sillage Dépôt chooses to divide an order, unless separate delivery was requested by the customer and the additional cost was disclosed and accepted.

Where products are dispatched separately, each parcel may have its own tracking number and delivery date.

18. Ownership and delivery risk

Ownership of the products and responsibility for loss or damage are governed by the applicable contract terms and Swiss law.

Nothing in this policy excludes liability that cannot legally be excluded.

Where loss or damage occurs during transport before valid delivery, customers should contact Sillage Dépôt rather than attempting to resolve the commercial claim directly with the carrier, unless instructed otherwise.

19. Force majeure and events outside our control

Sillage Dépôt is not responsible for a failure or delay caused by an event that it could not reasonably control or prevent.

This may include natural disasters, severe weather, fire, infrastructure disruption, epidemics, government measures, industrial action, transport interruption, cyber incidents or major failures affecting suppliers or delivery providers.

Sillage Dépôt will take reasonable steps to limit the effect of such events and resume fulfilment as soon as reasonably possible.

Mandatory customer rights remain unaffected.

20. Relationship with other policies

Returns, refusals, damaged products and refunds are also governed by the Sillage Dépôt Returns & Refunds Policy.

In the event of inconsistency between this Shipping & Delivery Policy and the General Terms and Conditions, the General Terms and Conditions take precedence, subject to mandatory Swiss law.

21. Contact

Questions concerning shipping or delivery should be sent to:

Sillage Dépôt
SILLAGE DÉPÔT by Damiana Silletti
Muristrasse 8, 5618 Bettwil (AG)
Switzerland
Email: boutique@sillagedepot.ch
Website: www.sillagedepot.ch