Help and support - Here you can find the answer

What payment options are there?
Payment of the purchase price and shipping costs is possible via credit card (Visa or Mastercard), PayPal, Faster Payments, post finance or invoice.


How long does delivery take?
After receipt of your order, delivery will take place within 3 to 4 working days via Swiss Post. You will receive a shipping confirmation via email when the order leaves our warehouse.
Holidays
Please note that deliveries can be delayed for orders placed on a holiday or the day before a holiday. The delivery time will increase accordingly.

Delivery conditions and restrictions
  • Please note that goods are only delivered on working days. Working days are Monday through Friday, excluding national holidays in Switzerland.
  • We do not deliver to PO boxes.


Is delivery to another country possible?
www.mysteviasweet.ch only delivers within Switzerland.


How high are the shipping costs?
Shipping costs are indicated in our price information on our online store and are listed separately on the invoice. They are displayed in the order form prior to completion of your order. Delivery to anywhere in Switzerland is free with an order value of CHF 30.00 or more. If the order value is below CHF 30.00, a flat rate of CHF 4.00 is charged for delivery.​


How can I return products?
Should you decide to return an item, you may do so within 14 days of delivery of the item.
Return address:
 
Hermes Süssstoff AG
SteviaSweet Retourenservice
Ankerstrasse 53
8004 Zürich

 
Please note our Terms and Conditions and the fact that our products are foodstuffs. Opening the products means you are obligated to buy them.
If you have received the wrong product or a damaged product, please send us a photo of the delivered products via email to support@mysteviasweet.com. We will review it internally in our quality department and refund you the value of the product (including shipping costs) or contact you if necessary.


When will I receive my refund after returning my order?
If you return goods to us, it can take between about 2 to 7 work days for the shipment to arrive at our warehouse. You will receive an email confirming its arrival when your return package is being processed in our warehouse. Processing a package takes a maximum of 48 hours. Once we have authorised the refund, it needs to be processed by your bank. The duration for this depends on the bank and payment method. The refund is made using the same payment method you initially selected.

 You will receive your refund within 14 days:
- of arrival of your return package in our warehouse or
  • - of receipt of your revocation notice. Within these 14 days, there needs to be either (a) evidence that you returned your order, or (b) the returned goods have already arrived in our warehouse.


How do I contact customer service?
We are a small company, but do pride ourselves on providing excellent service. You can contact us at 044 245 43 42 (Mo – Fr from 8:00 am to 12:00 pm and from 1:30 pm to 5:00 pm). Or send us an email at support@mysteviasweet.com and we will reply as soon as possible.