Shipping & Returns
Last updated: September 4, 2026
Shipping times
Products are shipped directly by our suppliers, often from abroad. Carriers quote 5-15 calendar days in transit to Switzerland: together with order preparation, delivery typically takes 7 to 20 days. Most orders arrive within 8-12 days.
Customs duties and import taxes
Since products arrive from abroad, the courier may charge you import VAT or customs fees on delivery, depending on the order value and current regulations. These amounts are not included in the price paid on the site.
Shipping cost
Shipping cost is calculated based on your cart and shown as a separate line on the Stripe payment page, before you confirm your purchase.
Tracking
As soon as your order ships, you'll receive tracking information at the email address given at checkout.
Late or missing order
If your order hasn't arrived within the estimated window, contact us via order@teenstore.ch with your order number and we'll check its status with the supplier.
What we cover and how to report it
We refund or replace your product if it arrives damaged, has a quality defect (defective stitching, wrong size or colour, missing parts) or doesn't work. Contact us via order@teenstore.ch with your order number and photos of the problem within 3 days of receipt (7 days for electronics). Orders that never arrive must be reported within 60 days of purchase.
Do I need to send the item back?
Usually not — photos of the problem are enough. We'll ask for a return only in the rare cases where it's genuinely required.
Refunds and what's not covered
Refunds are processed within 14 days of your report being approved, using the original payment method. For missing parts we arrange a replacement or resend rather than a full refund. Not covered: simply changing your mind, ordering the wrong product or variant yourself, and an incorrect shipping address you gave us.