FREQUENTLY ASKED QUESTIONS
Are you interested in the products offered by us? Do you have questions? Do you want to dispel your doubts? Perhaps you can find the answer below!
REGISTRATION / LOGIN
Yes, the registration in our online shop is required to place an order. Thanks to it, the user has easy access to many conveniences. Among other things, when placing subsequent orders, one does not have to fill in the forms with address data again: they are automatically filled in for you, you receive a preview of your order history, you may track the status of the order processed as well you can receive promotions and discounts for our regular customers.
In order to register a new account, please choose the option REGISTRATION from the top menu bar of the online shop, and then fill in all the required fields in the address form . After approval, click CREATE AN ACCOUNT and an activation link will be sent to the e-mail address stated in the form, after clicking on which your account will be activated and you will be able to make a purchase in the shop.
No worries! Nothing is lost! There is an option of Forgot password/Reset your password. In order to use this option, on the login screen please click on the link FORGOT PASSWORD which is located next to the LOGIN button. In the box that appears, you need to enter the user name or e-mail address that you provided during the registration of the account, and confirm the data entered by clicking on RESET YOUR PASSWORD. You will receive a message with the link to the account associated with your e-mail address, after clicking on which you will be able to reset your password.
Certainly. To do so, you need to choose the option MY ACCOUNT/DATA EDITION after logging in and confirm changes by clicking on the SAVE button. We encourage you to update your profile data regularly as this will considerably speed up order processing and prevent the impediments from occurring at the delivery stage.
In order to place an order on the website of PolishMarket.ch, you need to choose the number of the pieces/packaging ordered on the page of a given product in the box QUANTITY and then confirm the choice by clicking on the ADD TO THE CART button. Once the information of the successful addition operation has been displayed, you have the possibility to proceed with shopping or to be transferred to the window guiding you through the check out process. A form with address data will appear in the left column of this button. If during registration all fields have been filled in correctly, the form will be completed automatically according to the data provided. In the right column, the order summary will occur below, along with the available payment and shipping options. After selecting the preferred option of payment and the method of delivery you should confirm it by clicking on BUY AND PAY button. Depending on the selected option of payment for the purchase, you will be directed to proceed with the transaction. You will receive additional information about the correct sign up, order payments and changes to the status of an order processing by e-mail.
No, unfortunately we do not offer such a possibility. For a moment, we carry out only orders placed electronically via our online shop. This reduces the risk of mistakes that may happen during a telephone conversation and may potentially expose customers to the additional costs; it also speeds up the order processing.
Yes, it is possible to do so, however, it entails certain restrictions. The order can be cancelled in the user account, firstly, when its status in the system has not been changed to the SENT status, or secondly, when it does not contain products unavailable in the standard offer which have been individually requested by clients.
The status of order processing is visible for the registered clients when you click on ORDER HISTORY button, after logging in to the user account. Additionally, all clients receive an automatic e-mail notification about the change in the status sent to the e-mail address provided when placing the order.
There may be several reasons for cancellation of the order by our shop. The most common one is the exceeding of the 7-day period to pay for your order. If the order has not been paid within 7 days from the moment of its placement, it is then automatically cancelled.
Another reason for cancellation of the order can be traced in the problems of its processing. In the event of problems, the shop’s customer service team attempts to contact the client via e-mail or calls the clients to inform about the ensuing situation. If the client does not respond to any of these contact attempts , the order is cancelled and the amount paid by the client is transferred back to the client’s bank account.
Yes, we issue VAT invoices to every order placed as a proof of transaction/purchase.
SHIPPING AND DELIVERY
The final order completion period depends on three factors: the time of booking the payment for the purchases on the shop’s bank account, the time of the completion of order and the time of delivery itself. As a general rule, in the case of payment by card or fast online payments, the goods available in our shop reach the client within the maximum of 2-3 working days. This time may get longer when the payment for the order was made by a traditional bank transfer (sessions schedule of accounting entries), one or more of the ordered products has the stock status AWAITING DELIVERY, or when the ordered product is imported at the individual client’s request. We will inform clients of any potential delays connected with the order completion period on a regular basis.
The total cost of shipping orders for a particular canton depends on the nature of products ordered. If the order includes only products which are “bottled” (for instance beer, vodkas, liqueurs, ciders etc) from 1 to 12 pieces, then the cost of shipping throughout Switzerland is CHF 15,90. This cost rises proportionately to the higher number of ordered pieces, that is to say, for 13-24 pieces, it will amount to CHF 31,80, etc.
Due to the diversity of area in Switzerland and geographical difficulties related to supplies, we were forced at this stage to accept the minimal values of orders necessary for their completion for particular cantons. Exceeding of minimum orders amounts is equal to free delivery.
Please find below a full list of the cantons with regard to the minimum amount per order:
- Zurich (ZH), Aargau (AG), Solothurn (SO), Basel-Stadt (BS), Basel-Landschaft (BL), Bern (BE), Fribourg (FR), Valais (VS), Vaud (VD): CHF 200
- Jura (JU), Neuchatel (NE): CHF 250
- Geneva (GE), Zug (ZG), Lucerne (LU), Schaufhausen (SH), Thurgau (TG): CHF 300
- Uri (UR), Obwalden (OW), Sankt Gallen (SG), Glarus (GL), Appenzell Innerhoden (AI), Appenzell Ausserhoden (AR), Nidwalden (NW): CHF 400
- Ticino (TI), Graubunden (GR): CHF 500
Currently our team is working on the preparation of a complex logistics system and the implementation of permanent solutions allowing to minimize the cost of delivery and effectively reach even the most distant parts of Switzerland.
Yes, there is a possibility to pick up ordered products in person after making an advance payment for your order. The details related to picking up products in person will be individually established via e-mail.
The statuses of order processing are updated by our customer service team on a regular basis. Unfortunately, there are sometimes cases when the delivery time extends for reasons beyond our control. Such circumstances may be caused by external difficulties associated with completing the order or the transport of goods ordered from Poland. In such events, we always inform our customers about delays, giving them the opportunity to take decisions about the next steps.
PolishMarket.ch offers a variety of methods to pay for your order. Our clients may choose among a traditional bank transfer directly to the shop’s bank account, fast online payments using PostFinance platform or payment by card operated by SixPayments.
Exchange of goods / returned merchandise / complaints
Our shop makes every effort in order for the complete order to be processed smoothly from its placement to the delivery to the customers. However, as mentioned above, such situations happen even though. In such an event, please prepare photographic documentation of products and then immediately contact the shop assistance by phone (+41 762 02 13 65) or e-mail (firstname.lastname@example.org) in order to gain further instructions.
Due to the nature of goods offered by us (mostly food stuffs or products with specific best-before date), we do not plan for the possibility of their return in the cases other than damage caused during their transportation or the difference between the goods ordered and received. Please consider your purchases carefully.
PRODUCTS AND OTHER QUESTIONS
Our offer includes carefully selected products of the best quality. However, we are open for your suggestions to meet your demands. Therefore, we keep on developing and we are trying to gradually expand the range of products within the offer by those suggestions in our minds. We also complete special orders for products that are not included in the standard offer. If you are interested in importing a particular product outside of our product range, please call us (+41 762 02 13 65) or e-mail us (email@example.com) in order to establish individual conditions.
Our wide range of Polish and regional craft beers reflect only to a small extent the full abundance of tastes and aromas. Each of them is unique and worth tasting.
Additionally, our entire team will gladly advise you, starting with the help in selecting the preferred type of beer and ending with the selection of a specific bottle. Phone us (+41 762 02 13 65) or send us an e-mail (firstname.lastname@example.org) and select a craft beer that will impress you with its taste and aroma!
As PolishMarket.ch we take part in many Polish theme events throughout Switzerland. The information about the events we participate in is updated in the NEWS section. You can taste not only craft beers from our offer but also other alcoholic beverages and traditional Polish products wherever you can meet us at such events. Therefore, we encourage you to track the latest news about those events we participate in.
Our customer service team is available from Monday to Friday between 10.00 am and 6:00 pm. Any questions can be directed either by phone (+41 762 02 13 65) or by e-mail to email@example.com.
Due to the nature of these types of products, short “best before” period , the necessity to maintain the special conditions of transport as well as food safety, we do not offer them in the regular sale at the moment.
However, if our clients express the demand for such products, then we do not exclude the scenario to introduce them to our offer on a permanent basis and we will ensure their regular supply.