Questions & Answers
Please contact us if you have any questions. We will reply as soon as possible.
Shipping
How long does shipping take?
Shipping is normally carried out by Swiss Post and takes 1 - 3 working days. Please note that bulky goods deliveries are shipped by DHL and may have a longer delivery time of around 5 working days.
If you have ordered an item that is not in stock, the entire order may be delayed. Information on availability can be found in the respective product description.
What should I do if my order arrives damaged?
If your order arrives damaged, please check the package for external damage immediately upon receipt. If you notice any damage, please note this on the delivery bill or take photos for documentation purposes. Send an e-mail with the information within 7 days of receiving the order to returns@one-horizon.ch. Our team will help you and find a solution to the problem.
Is shipping climate neutral?
Yes, we attach great importance to sustainability and environmental protection. Your order will be shipped climate neutrally by Swiss Post. This means that the resulting CO2 emissions are offset by various measures, e.g. by investing in climate protection projects.
We also endeavor to reuse existing cardboard packaging and filling materials in order to reduce waste and conserve resources. Through these measures, we want to make our contribution to protecting the environment and ensure a sustainable shipping process.
If you have any further questions about the sustainability of our shipping, please do not hesitate to contact us.
Is delivery possible outside Switzerland and Liechtenstein?
The normal shipping costs for deliveries abroad are CHF 35. Please note, however, that higher shipping costs may apply for bulky goods. In addition, customs fees may also be incurred and VAT will be charged by customs in accordance with the applicable regulations.
If you would still like delivery outside Switzerland and Liechtenstein, please send an e-mail to order@one-horizon.ch. Specify the desired country of delivery in your request.
How can I request a partial delivery?
If you have ordered an item with a longer delivery time and this leads to a delay in the entire delivery (for environmental reasons), you can request a partial delivery. The longer delivery time for the item in question can be found in the product description or contact us.
If you would like a partial delivery, please send an e-mail to order@one-horizon.ch. In your request, please state the order number and the item for which you would like to receive a separate delivery. Please note that a small shipping surcharge may apply depending on the item.
Orders
How do I get the current status of my order?
After your order has been dispatched, you will receive a dispatch confirmation from us by e-mail. In this e-mail you will find a tracking number that you can use to track the progress of your delivery.
We work with reliable shipping service providers such as Swiss Post and DHL to ensure that your order is delivered safely and promptly. You can also log in to your customer account and find the consignment number under "My orders" to view the current status of your delivery.
Please note that it may take a few hours or up to one working day until the shipment number is active and the shipping status is available in the systems of the shipping service providers.
Can I change my delivery address after placing my order?
For future orders, you can easily change your delivery address in your customer account. To do this, go to the "My account" page and look for the "Edit delivery address" option. You can enter and save your new delivery address there.
Please note, however, that it is no longer possible to change the delivery address for orders that have already been placed. If you would like to redirect a current order to a different address, please contact our customer service immediately at order@one-horizon.ch on. Our team will check whether a change of address is still possible.
We recommend that you check and update your delivery address in good time to ensure that your orders are delivered to the desired address.
Can I order a product from a specific brand that is not listed in the One Horizon range on the website?
Yes, in principle we can organize any product from the brands we already have in our range for you. Please contact our team for more information and to place an order. Please note that we can only order products from brands that are already visible on our website.
How can I cancel a delivery?
To cancel a delivery, you can send a request by e-mail to returns@one-horizon.ch.
What costs are incurred in the event of a return?
In the event of a return, you may be charged the following costs retrospectively:
- After contacting us by e-mail at returns@one-horizon.ch you will receive detailed information.
- Returns are generally possible and can be sent to our address by arrangement.
- Please note that opened or used products and hygiene products cannot be returned.
- An expense allowance may be incurred, but the return is generally free of charge.
Please note that returns are only possible for products with a value of at least CHF 20.
Are there discounts for bulk orders?
Yes, we offer discounts for bulk orders of one or more different products. If you would like to order larger quantities or a higher number of different products, please contact our sales team at order@one-horizon.ch. Please send us an e-mail stating the desired products and quantities. Our team will get in touch with you as soon as possible. You will then receive an individual offer.
Please note that quantity discounts depend on various factors, such as total quantity, product selection and other individual requirements. Our sales team will be happy to help you with any questions or special requirements.
Please contact us at order@one-horizon.chfor more information or to request a quote for your bulk order. Our team is at your disposal.
Payment
Which payment methods are accepted?
We offer you various payment options:
- Prepayment (bank transfer)
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
- Twint
If you have any further questions about payment options, please do not hesitate to contact us. Write to us at support@one-horizon.ch.
Is prepayment binding?
Yes, by submitting your order you agree to our General Terms and Conditions (GTC). You are obliged to transfer the amount within 7 days in Swiss francs in the correct currency. Please note that a fee may be charged if payment is received in the wrong currency.
The delivery will arrive within 2-3 working days.
If you have any further questions or concerns, please do not hesitate to contact us. Write to us at support@one-horizon.ch.
Miscellaneous
Is there a guarantee for the products?
Yes, we always offer a two-year guarantee on our products. If you have any warranty problems, please contact our customer service department.
How does the rewards program work at One Horizon?
We would like to reward you for your loyalty. To this end, we have introduced the Rewards program, where great gifts and discounts await you. It is based on a points system: for every franc you spend, you receive 10 points. You can exchange these points for attractive bonuses at a later date.
How long are gift vouchers valid for?
Our gift vouchers are valid for two years from the date of purchase. You have plenty of time to choose the perfect product or gift from our range and redeem your voucher. Please note the expiration date of your voucher and use it before it expires.
What ranks are there in the reward program?
We offer four ranks: Bronze, Silver, Gold and Platinum. You receive the bronze rank at the start. As you move up the ranks, you receive more points in relation to the francs you spend. You receive up to eight times as many points compared to the bronze rank.