All help topics
The most frequently asked questions and answers
Vouchers
Gift vouchers cannot be purchased at the moment. Contact us Please contact us if you are interested.
Vouchers can no longer be deducted from a completed order. However, as long as the order has not yet been processed, we can still cancel the order and place a new order with a voucher.
Please contact Kustom Schweiz AG on 071 380 05 05 or via this contact form.
Shipping & delivery
The delivery times are:
kustom Essentials:
1-2 working days (specified in the product)
Unprinted textiles:
5-7 working days
Printed textiles:
12-14 working days
As our items come from different warehouses, in exceptional cases we may split your order into several consignments. This is only the case if a partial delivery is delayed and we don't want to keep you waiting too long.
Our parcels are sent by courier (DHL) and Swiss Post. The shipping costs are CHF 9.50. From an order value of CHF 100.00 we cover your shipping costs.
As our items come from different warehouses, in exceptional cases we may split your order into several consignments. This is only the case if a partial delivery is delayed and we don't want to keep you waiting too long.
The dispatch time normally takes 5-7 working days (except for printed textiles 12-14 working days). If you would like to track your parcel, we can do this for you. Please contact us via this Contact form or call Kustom Schweiz AG on 071 380 05 05.
Shipping is only possible within Switzerland.
Returns & Refunds
Something doesn't fit? No problem at all, you can cancel an order without giving reasons by returning the ordered goods. Returns must be made within 14 days of receipt of the goods.
Goods that require assembly before delivery, swimwear, jewellery, textiles with individual finishes (print/embroidery) and gift vouchers are excluded from the right of return. www.shop.kustom.ch only accepts returns of undamaged, unworn and complete goods in their original packaging.
Return article
Please fill in the following form: Returns. You will then receive instructions on how to return the items.
Reimbursement
The value of the goods will be refunded within 10 days of receipt of the goods by Kustom Schweiz AG at the latest. The invoice amount for the corresponding goods will be refunded to the payment method used for the purchase. If you have used a gift voucher for your purchase, we will credit the corresponding amount to your gift voucher account. Loxo points used cannot be paid out and Loxo points received for returned products will be automatically deducted from your credit balance.
Any shipping and payment costs will generally not be refunded in the event of a return.
If the goods are returned to Kustom Schweiz AG, the value of the goods will be refunded within 10 days of receipt of the goods by Kustom Schweiz AG at the latest.
The invoice amount for the corresponding goods will be refunded to the means of payment used for the purchase.
Any shipping and payment costs will generally not be refunded in the event of a return.
Is your item defective or damaged?
We are very sorry about this. Please contact us - fill in the Contact form from. Please provide as much information as possible so that we can check your complaint quickly.
Payment
You can shop conveniently and securely with us using the following payment methods:
- Credit card (Visa, Mastercard, American Express)
- PayPal
- TWINT
- Postcard
The security of your data is our top priority. Your payment details will only be used to process the payment for the goods you have ordered. SSL (Secure Socket Layer) encryption is used for the transmission of all personal data at www.shop.kustom.ch
Your account (credit card, TWINT or Paypal) will be debited when the order is completed or when you click on "Order with costs" at the end of the order process.
order
A completed order can no longer be changed. However, as long as the order has not yet been processed, we can still cancel the order and place a new order if necessary. To do this, please contact Kustom Schweiz AG on 071 380 05 05 or via this contact form.
Would you like to change the delivery address of an order you have already placed? If the order has not yet been packed, we can do this for you. Please contact Kustom Schweiz AG on 071 380 05 05 or via this contact form.
Would you like to change the delivery address of an order you have already placed? If the order has not yet been packed, we can do this for you. Please contact Kustom Schweiz AG on 071 380 05 05 or via this contact form.
An invoice can be sent to My orders can be downloaded in your account. To do this, click on "Invoice" for the desired order.
My customer account
If you can't remember your password, you can simply send it to the Login reset your password. Click on "Forgot your password?" and enter the email address you used to create your www.shop.kustom.ch account.
We will then email you a link to reset your password - it may take a few minutes for the email to reach you. Please also check your spam folder.
Go to the Login/Register page via "Account" at the top right next to the shopping basket symbol. Here you will find "Create account".
Would you like to change your name, password or e-mail address?
To do this, go to your customer account Account settings.
Has your delivery address changed?
You can find the address in your customer account under Addresses for future orders.
Have you forgotten your password?
You can simply order it from the Login reset your password. Click on "Forgotten password" and enter the email address you used to create your www.shop.kustom.ch account. We will then email you a link to reset your password - it may take a few minutes for the email to arrive. Please also check your spam folder.