FAQ

Shipping & Payment


When will my order ship?
Orders are processed and shipped within 3 business days. You’ll receive a confirmation email with tracking details once your order ships. Some orders may arrive in multiple shipments in the event of a pre-order or backorder.
Can I edit or cancel my order?
To edit or cancel your order please email support@theepicuriste.com within 24 hours of placing your order. After 24 hours, we may not be able to make changes as the order might already be processed.
What shipping service do you use?
We ship via Swiss Post using PostPac Economy. For faster delivery, you can choose PostPac Priority for an extra fee.
Can I track my order?
Yes, a shipping confirmation with tracking information will be emailed to you once your order has been shipped.
Where do you ship?
We ship within Switzerland and Liechtenstein.
How long are shipping times?
Shipping usually takes about two working days with PostPac Economy. We do not have any influence over shipping times as this is managed by the Swiss Post.
How much does shipping cost?
PostPac Economy costs CHF 8 and PostPac Priority costs CHF 10. We offer free shipping with PostPac Economy for orders over CHF 100.
What forms of payment do you accept?
We accept Twint, American Express, Apple Pay, Google Pay, Maestro, MasterCard, Shop Pay, UnionPay, and Visa.


Products

The item or size that I want is sold out. Can you notify me when it's back in stock?
Yes, click "Notify Me" on the product page to get an email when the item is back in stock.

How can I ensure I purchase the right size?
Refer to the size guide on the product page and make sure you measure your dog correctly. See Measuring Your Dog for detailed instructions.

Do you offer gift cards?
Yes, you can purchase our digital gift cards on the Gift Card page.

Account

How do I access my account?
To access your account, simply click the profile icon at the top right of the homepage. Enter your email to receive a one-time login code. You can choose to stay logged in for your next visit, or log out and follow the same process the next time you log in. Rest assured, all your previous purchases will be linked to the email used during your order.

Returns & Refunds

Do you offer exchanges?

We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to return the original item and place a new order for the correct item.

 

How can I make a return?

To initiate a return, please follow the steps described here: Shipping & Returns.

 

I received an incorrect or damaged item. What should I do?

If you’ve received an incorrect or damaged item, please contact us directly at support@theepicuriste.com with photos and a description of the issue.

 

When will I receive a refund for my return?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 (ten) business days. Refunds do not include any shipping costs.