Frequently asked questions

Can I also order by e-mail or telephone?
Orders by e-mail to info@heroshygiene.ch and by phone are also possible. If you want to order by e-mail, we need the following information: Company name and name of the person in charge / in case of private persons the first name and last name, the complete address and the phone number. If the delivery address is different from the billing address, please note this as well.

When will I receive my order?
For orders of stock items you will receive the goods within 1-3 days. In case of urgent orders, please contact us by phone (071 770 03 37). For items that we do not have in stock, you can rely on the delivery times indicated in the online store.

I have only received a partial delivery.
Is partial delivery noted on the delivery bill? If yes, then we will have the second part of the order delivered as soon as possible.
If not, then the delivery was sent from two different warehouses; which means that you will receive the second part of the delivery on the same or the following day. If this is not the case, you can reach us at 071 770 03 37.

My order arrived damaged.

Unfortunately, it can happen that products arrive damaged. In this case you can contact us within 8 days and the case of damage will be clarified in correspondence with the supplier and the producer. In the case of defects that are not obvious and are discovered later, you should also contact us and together we will clarify whether it is a warranty case or transport damage. Excluded are damages for which the buyer is responsible, for example due to natural wear and tear or improper use. For more detailed information please refer to our terms and conditions.

How do I receive my invoice?

The invoice is always sent electronically when ordering via the online store or by e-mail. When ordering via the online store, the invoice is sent directly to the e-mail address of your customer account. If you placed an order by phone, the invoice will be sent to the email address you provided. If we do not have an email address on file in our system, the invoice will be sent by mail.

When will I receive my invoice?

Generally, for orders placed by mail, phone or online store, invoices are sent by mail. If you wish, we can also send you the invoice by mail. Normally, the invoice will be sent within one week after the goods have been shipped. The payment period does not start until the day the invoice is issued.

I can't find an article anymore.

You have purchased the same article from us over a long period of time and can no longer find it in the online store? We always keep our online store up to date; old articles or articles that have been replaced by others are made inactive. For each article that is removed from the store, we can offer an alternative article. You can contact us by phone and we will help you.