Shipping & returns
Shipping & return
SHIPPING COSTS
Shipping costs are calculated based on the weight, the volume of the order and the selected shipping method.
Standard PostPac Economy delivery is free from 80 CHF of purchase, after deduction of any discounts.
This offer does not apply to aquariums, furniture, bulky items or products requiring special transport conditions. Any shipping costs applicable to these products are indicated at the time of ordering.
If the customer chooses express delivery (PostPac Priority), the price difference compared to standard delivery may remain at their expense.
The final amount of the shipping costs is indicated in the cart before the confirmation and payment of the order.
SHIPPING AND RETURNS
DELIVERY IN SWITZERLAND
Alchimia Aquatics currently delivers its orders exclusively to addresses located in Switzerland.
All orders are prepared with care from Broc, in the canton of Fribourg.
PREPARATION TIME
Orders are generally prepared within 1 to 2 business days after confirmation of payment.
This time corresponds to the time needed to prepare and pack the order. It does not include the delivery time of the Post.
The preparation time may exceptionally be extended in the event of high activity, of a product made to order, of a personalised creation or of circumstances beyond the control of Alchimia Aquatics.
DELIVERY METHODS
When placing your order, you can choose from the following delivery methods:
Standard (PostPac Economy)
Delivery is generally made within an indicative time of 2 to 3 business days after the parcel is handed over to the Post.
Express (PostPac Priority)
Delivery is generally made on the business day following the handover of the parcel to the Post.
These times are provided for information purposes and are not guaranteed by Alchimia Aquatics. An exceptional delay by the carrier does not automatically give rise to a right to compensation.
SHIPPING COSTS
Shipping costs are calculated based on the weight, the volume of the order and the selected shipping method.
The exact amount of the costs is indicated in the cart before the final confirmation and payment of the order.
ORDER TRACKING
When a tracking number is available, it is sent to the customer after the order has been shipped.
It is the customer's responsibility to check the tracking status and to collect their parcel promptly when it is available at a collection point.
COLLECTION IN BROC
Collecting an order in Broc is possible only by appointment and after confirmation that it is ready.
The customer must not come before having received this confirmation and agreed on a time for the handover.
Alchimia Aquatics is currently an online shop. The company's address does not constitute a store open to the public.
SHIPPING OF PLANTS
In order to limit the time spent in packaging and to avoid immobilisation over the weekend, orders containing plants are shipped from Monday to Wednesday.
An order placed at the end of the week can therefore be kept in good conditions until the beginning of the following week before it is shipped.
When an order contains both plants and other items, the entire order is generally shipped at the same time, from Monday to Wednesday.
In the event of particularly cold or hot temperatures, shipping may exceptionally be postponed in order to protect the plants. The customer is then informed as soon as possible.
RECEIPT OF PLANTS
Plants are living products and must be collected, unpacked and checked as soon as possible after their delivery.
A slight loss of leaves, a temporary discolouration or a natural difference in shape and size does not necessarily mean that the plant is defective. Plants may need an adaptation period after their transport and their introduction into an aquarium.
If a plant arrives severely damaged or in a state that does not reasonably allow its recovery, the customer must contact Alchimia Aquatics within 24 hours following delivery.
The request must include:
• the order number;
• a description of the problem;
• clear photographs of the plant;
• photographs of the packaging and the parcel.
The plant and its packaging must be kept until Alchimia Aquatics has been able to examine the request.
INCORRECT ADDRESS OR UNCLAIMED PARCEL
The customer is responsible for the accuracy and completeness of the address provided when ordering.
If a parcel is returned to Alchimia Aquatics due to an incorrect or incomplete address, a refusal or a failure to collect, the costs of any new shipment are borne by the customer.
Living products or products deteriorated due to the failure to collect the parcel cannot be refunded.
DAMAGED PARCEL OR PRODUCT
The customer must check the contents and condition of their order upon receipt.
In the event of a damaged parcel, a missing, incorrect or defective product, the customer must contact Alchimia Aquatics as soon as possible at the following address:
The request must be accompanied by the order number as well as photographs of the product, its packaging and the parcel.
The product and the packaging materials must be kept until the request has been processed.
RIGHT OF RETURN
Alchimia Aquatics voluntarily grants a period of 14 days from the receipt of the order to request the return of an eligible item.
To be eligible for return, the item must:
• not have been opened;
• not have been used;
• be complete and intact;
• be in its undamaged original packaging;
• be accompanied by its accessories, instructions and any components.
Before any return, the customer must compulsorily contact Alchimia Aquatics by e-mail at the address contact@alchimia-aquatics.ch indicating their order number and the product concerned.
No return should be shipped before having received the necessary instructions.
COSTS AND RISKS OF THE RETURN
Except in the case of a delivery error or a product recognised as defective, the costs and risks related to the return are borne by the customer.
It is recommended to use a shipping method allowing the parcel to be tracked and to keep the proof of dispatch.
The shipping costs initially charged are not refunded.
PRODUCTS EXCLUDED FROM THE RIGHT OF RETURN
The right of return does not apply in particular:
• to plants and other living products;
• to opened or used products;
• to products that are incomplete or damaged by the customer;
• to products whose packaging or seal has been opened;
• to personalised items;
• to 3D-printed creations according to the dimensions or particular requests of the customer;
• to products made specially to order;
• to perishable products or products whose storage conditions can no longer be guaranteed.
This exclusion does not apply when a product has a recognised defect or when an error was made during the preparation of the order.
REFUND
After receipt and inspection of the returned product, Alchimia Aquatics informs the customer of the acceptance or refusal of their request.
If the return is accepted, the refund is made using the payment method used when ordering, insofar as this is technically possible.
An additional time related to the payment provider or the banking institution may be necessary before the refund appears on the customer's account.
CONTACT
For any question concerning a delivery or a return:
Alchimia Aquatics
E-mail: contact@alchimia-aquatics.ch
Phone: +41 78 918 68 38