Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Reward scheme
- Shipping & Delivery
- For each order, the packaging and shipment costs are shown, regardless of the number of articles bought with each order. In order to let the customer benefit from a fast and efficient processing by our mail-order sale service, our goods are generally sent by post within 2 working days to the address you indicated. If the product cannot be sent within 2 days, a new time limit shall be communicated to the customer within 48 hours following his order. From then on, the customer has the possibility to cancel his order within 48 hours if he considers that the new deliver y time is too long. Without any news from the customer in the above-mentioned interval, the orders shall be automatically validated. Deliveries are limited to Swiss territory. In Switzerland there are no deliveries on Saturdays and Sundays, national and regional holidays. We decline all responsibility with regard to the progress of the order and the delivery of "FRED " articles. In case the transmitted information is incorrect, our company shall not be liable for the impossibility of delivering and respecting lead times. In case of problems with postal deliveries, our company declines all liability.
- Privacy & Security
- The customer permits the recording of the personal data he transmitted to within the framework of this contract. The customer's personal data are exclusively recorded for facilitating the purchase of new articles by the customer and guaranteeing correct processing of the business transaction (art. 4 par. 3 DPL). Personal data of customers are treated in a confidential and secure manner (art. 7 DPL). In no case shall these data be transmitted to third parties.
- Returns & Replacements
- Customers have the right to return goods within 7 days starting from the day the goods arrived at his address. In case the customer is not fully satisfied, he has the possibility to return the goods at his expense in perfect state and in the original package. Moreover, in case the goods arrive at the customer's address in a bad state, we shall readily exchange them. The Customer simply need to return the damaged goods to Fred's office.
- Ordering
- The contract comes into force after transmission of the order by the customer and its validation. From then on, cancellation of the order is only possible if Fred cannot send the goods within 2 days and if the customer rejects the new delivery time proposed by Fred. The order is accepted after it is received and its validity is checked. When sending the order, the buyer automatically acknowledges that he knows and accepts the general terms of sale. In exceptional circumstances, such as insolvency or erroneous information, Fred reserves the right to refuse or accept a customer's order. Each customer receives an order confirmation first by e-mail and then by post when the goods are being sent. If the customer did not place his order through the Internet, only the invoice shall be regarded as an order confirmation.
- Payment, Pricing & Promotions
- When a customer orders an article on our site, all the payments carried out are protected. S&C uses the system of payment per Credit card of Postfinance. This integrated system in our site is an highly secured specialized payment plateform secured in Gateway serveur mode, with certificate of authentication. The confidential data ( customer identity and credit card figures) are stored only by the bank partners on highly secure servers. The payments can be carried out by POSTCARD without additional expenses.
Payment is validated with the order. In case the goods are returned, Fred opens a credit on the customer's account allowing him to order afterwards new articles without any expenses. If the customer wishes to be refunded, Fred shall previously deduct 5 % of the amount already paid to cover its expenses. In order to allow complete freedom in the modes of payment, Fred offers the possibility to pay with an invoice.Possibility to pay with invoice is restricted to already existing customers who have successfully placed an initial order paid with credit cards or bank transfer ; S&C only allows payment with an invoice to persons having a legal address in Switzerland, with the exception of post-office boxes. Payment should be carried out at reception of the goods. Eventually, at the 1st reminder, CHF 5 shall be invoiced to the buyer and CHF 15 at the 2nd reminder. Eventual procedural and recourse costs are to be paid entirely by the customer.
For amount bigger than CHF 1'000.-, a prepayment is needed (bank transfer) and the payment method "with credit card" won't be available. - Viewing Orders
- When customers click on "My account" at the top of the page, the overview page appears displaying customer's balance and account activity, showing the most recent transaction at the top with date, type, payment to/from, status, amount, fees and account balance.
- Reward scheme
- Fred has put in place a reward scheme for all products listed in the smoking category. Buying products in that category will allow you to gather "fred points" equivalent to the net price (without VAT) of the article. Each point has a value of 0.1CHF. Customer will be able to deduct their "fred points" balance on their next order. Fred will validate points gathered only after payment of the order has been received. "Fred Points" will expire 90 days after original order.
