Frequently Asked Questions (FAQ)
Do you have a question?
Here you will find answers to the most frequently asked questions. If you don’t find what you’re looking for, you can always write to us at: support@hikeandhaven.com
Shipping & Delivery
1. Do you offer free shipping?
Yes, all orders are shipped free of charge within Switzerland and the United Kingdom. Each order is carefully packaged to ensure safe and timely delivery.
2. Can I have my order delivered to a pickup station?
Currently, we only deliver to the shipping address you provide at checkout. Delivery to pickup stations or parcel lockers is not offered at this time.
3. How long does delivery take?
Orders placed on business days before 6:00 PM (GMT+1 Zurich) are usually processed within 1 to 2 business days.
After shipping, the average delivery time within Switzerland and the United Kingdom is 5 to 7 business days. Delivery is made only on business days (Monday to Friday). During peak times such as promotional weeks or before holidays, delays may occur.
Total estimated delivery time: 6 to 9 business days.
4. How can I track my package?
Once your order has been shipped, you will receive an email with a tracking number that allows you to track your package at any time.
5. Which shipping services do you use?
We work with reliable partners such as Swiss Post and DHL to ensure safe and prompt shipping.
6. What if my order does not arrive?
Please first check your shipping confirmation and the tracking link. If there are no updates, contact us at support@hikeandhaven.com. If your package is lost or not delivered, we will arrange a suitable solution (e.g., replacement or refund) in accordance with applicable consumer rights.
7. What if my order arrives damaged?
Please contact us within 7 days of receipt at Contact support@hikeandhaven.com and send your order number along with photos of the damaged item and packaging. We will arrange a suitable solution.
Returns & Refunds
8. How can I return an item?
If you are not satisfied with your purchase, you can contact us within 30 days of receipt at Contact support@hikeandhaven.com to register a return. Items must be returned undamaged and in the original packaging with tags attached. For orders in the United Kingdom, the statutory right of withdrawal (14 days) also applies; inspection/handling as in a physical store is permitted, and a reasonable deduction may be made for diminished value.
9. When will I receive my refund?
Once we have checked your return, the refund will be made within 7 business days via the original payment method. You will receive a confirmation by email.
10. Who pays the return shipping costs?
If an item is damaged or incorrectly delivered, we cover the return shipping costs. For returns for other reasons, you bear the costs yourself. Please contact us in advance at support@hikeandhaven.com
Privacy
11. How is my personal data handled?
Your privacy is important to us. All data is securely transmitted via SSL encryption. Payment data is not stored and your information is never shared without your consent.
12. Are my data shared with third parties?
No, your data is neither sold nor shared. It is used exclusively to process your order and for our customer service. For more information, see our Privacy Policy.
Payment
13. Which payment methods are accepted?
You can pay securely with:
- Credit card (Visa, Mastercard, Maestro, American Express)
- Apple Pay
- Google Pay
- Shop Pay
14. In which currency is the payment made?
All prices and payments are made in Swiss Francs (CHF). When ordering from abroad, currency conversion fees may be charged by your bank.
15. Is my payment secure?
Yes, your payment is protected by modern SSL encryption technology. This ensures that your transaction is processed securely.
16. How do I know if my payment was successful?
After a successful payment, you will receive a confirmation email. If you have not received an email, please check your spam folder or contact us.
17. What to do if my payment does not work?
Please check that your payment details are correct and that your account has sufficient funds. If you have further problems, contact your bank or our support at support@hikeandhaven.com
Contact
Do you have questions or just want to talk to us? Feel free to contact us at:
Email: support@hikeandhaven.com
Phone number: +41755733379
Contact page: Contact page
We strive to respond within 24 hours during our opening hours.
Company name: Hike & Haven
Warehouse address: Mitchel Brama
Address: Albert Cuypstraat 5
Postal code: 7574 VC
City: Oldenzaal
Country code: NL
Kvk: 82909210
Customer service opening hours
Opening hours (Monday to Friday):
9:00 AM to 6:00 PM (GMT+1 Zurich)
Opening hours (Saturday and Sunday):
10:00 AM to 4:00 PM (GMT+1 Zurich)