How to order
In this section you can find the answers to frequently asked questions concerning our Palace E-Shop. If you do not find an answer according to your question please do not hesitate to contact us at info@palace.ch and we will be happy to help you.
How long does the shipping take?
Upon receipt of your order the shipment usually takes 3 to 6 work days.
Should the product that you have chosen to purchase not be available or should the delivery be delayed for some reason we will keep you updated regularly on the status of your order. Your product will be wrapped up and then forwarded to our delivery partners. Kindly note that we do not take responsibility for delays caused by our delivery partners such as the Swiss Post or DPD.
Exchange and return
Right of return and return notice
If you are a consumer, i.e. a natural person, who purchases an item for a purpose that cannot be attributed to your commercial business activity or your self-employed occupation, you have the right of retention that is set out below. This does not apply to goods that have been specially made for you according to your individual specifications.
Return notice
You may return the received goods within 14 days, without having to give reasons, by sending the goods back to us. This limitation period shall commence upon receipt of this notice in writing (e.g. letter, fax or email) but not before receipt of the goods by the recipient (in the case of recurring deliveries of similar goods, not before receipt of the first partial delivery) and not before the performance of our legal obligation to inform and our other legal obligations. Only where the goods in question cannot be sent by mail (e.g. bulky goods) are you entitled to also demand that they be taken back by submitting a request in writing. The timely sending of the goods or of the request for the goods to be taken back shall be deemed sufficient for observing the limitation period. In all cases, the goods will be returned at our expense and risk. The request for the goods to be taken back must be sent to:
Letter: Gstaad Palace Royal Hotel Winter & Gstaad Palace AG, Palacestrasse CH-3780 Gstaad; Email: info@palace.ch
Consequences of return
In the event of a valid return, the mutually received services shall be returned, along with any benefits derived therefrom. You are obliged to compensate us for the respective value in the case of deteriorated goods and for any benefits (e.g. benefits of use) that cannot be returned either in full, partially or only in deteriorated condition. You are only required to compensate us for the deterioration of the goods or for derived benefits if the derived benefits and the deterioration can be attributed to using the goods in a way that goes beyond the mere examination of their fitness for purpose and their characteristics. “Examination of their fitness for purpose and their characteristics” means the testing and utilisation of the respective goods to the extent that would be customary and possible in a shop. The duty to refund any payments must be performed within thirty days. The limitation period shall commence for you upon sending the goods or the request for the goods to be taken back; for us, it shall commence upon receipt thereof.
End of return notice
Warranty and right to exchange
The statutory warranty provisions shall apply. In the case of a defective delivery, please contact our customer service department by email (info@palace.ch) immediately upon discovering the defect. You may return the defective goods free of shipping costs. We will replace defective goods. If, in individual cases, the provision of a replacement is not possible or reasonable, we will refund you the invoiced purchase price. Likewise, in the event of an incorrect delivery please contact our customer service department by email (info@palace.ch) immediately upon discovery. You may return the wrong goods to us free of shipping costs. The purchase price will be re-credited upon receipt of the goods.
Is there a minimum value per order?
Please note that the minimum value per order is at CHF 50.00
How much are the costs for shipping?
Currently, the shipping costs amount are CHF 9 to CHF 20 depending on the shipping option within Switzerland and from CFH 45 to CHF 278 depending of the country and the shipping option outside of Switzerland.
Which payment methods are accepted by the Gstaad Palace Royal Hotel Winter & Gstaad Palace AG?
You are welcome to pay by all the common credit cards, Post Finance Card, PayPal.
For some selected products as well as for orders above a certain price range we reserve us the right to choose the method of payment.