FAQ
Order Status
You can find out the status of your order by logging into your Sohotree account and clicking on My Account > My Orders .
If you don’t have a Sohotree account, just send us an email and we will send you the current status of your order.
Shipment
We currently ship within Switzerland and to the
European Union.
Send us an email to hello@sohotree.ch and we’ll change your delivery address. This is only possible before your order has been handed over to the post office.
Payment & Refund
You must be over 18 years old and resident in Switzerland or the Principality of Liechtenstein. Furthermore, this payment option is only available for orders to Switzerland.
When purchasing on account, we conduct a verification after the order is placed. This verification may be negative for various reasons, such as creditworthiness, inconsistent information, or unpaid invoices.
The invoice must be paid within 15 days of receiving the email . Payment is made via e-banking. Payments at the post office counter will be subject to third-party fees.
No, unfortunately not at the moment.
If the invoice is paid late, Sohotree will charge reminder fees of CHF 20 for the 2nd reminder and CHF 30 for the 3rd reminder.
If the invoice has already been paid, a corresponding credit will be made via bank transfer.
Purchase by invoice can only be made if the private address is provided.
Return
To register a return, send us an e-mail to hello@sohotree.ch with your order number, and we’ll send you a return label. Now simply package the products carefully and take them to your nearest post office. To ensure efficient returns processing and to cover the postal service’s return shipping costs, we charge a return shipping fee of CHF 8 .Not offering returns for free does not only cover the postal costs, it’s also part of our sustainable approach to avoid unnecessary shippings.
You can return the products up to 30 days after receiving the order.Not offering returns for free does not only cover the postal costs, it’s also part of our sustainable approach to avoid unnecessary shippings.
1 year warranty
Our products are covered by a 1-year warranty from the date of purchase when used under normal conditions and for their intended purpose. Please do not overstuff your Sohotree products or place items inside that don’t belong. Placing more cards than recommended may cause items to stretch out of shape and put excessive strain on the seams and other materials.
This warranty covers defects in materials and workmanship and does not apply if the damage is caused by improper use or neglect, normal wear and tear, or if you change your mind.
The SOHOTREE Guarantee complies with applicable consumer protection laws.
To submit a warranty claim, please send us an e-mail to hello@sohotree.ch with your order details and a description of the defect or damage. Including photos of the defect will greatly expedite claims processing.
Sustainability & Production
Yes, the use of sustainable materials is our top priority. That’s why we use vegan and organic AppleFiber, which is made from the byproduct of apple juice production.
Yes, our packaging is made from at least 90% recycled material.
Data protection & security
We take data protection and your privacy seriously! Here you can find all information about data protection.
Send us an email to hello@sohotree.ch and we will delete all your data and your Sohotree account.
Still have questions?
Contact us by email : hello@sohotree.ch
Our written support is available to you 365 days a year.
