Questions & Answers

We deliver our products exclusively to addresses within Switzerland, and the following shipping terms apply:

Shipping costs
For B-Post delivery, the shipping charge is CHF 9.00 and for A-Post CHF 10.20. There is no shipping charge for orders with the following value:

– Private customer: Orders over CHF 80.00

– Retail business customer: Orders over CHF 250.00

– Wholesale business customer: Orders over CHF 500.00

For larger shipments of 30 kg or more, the charges for shipping via freight carrier will be invoiced. We make an exception where the order value is greater than the value for free-of-charge shipping. In this case, no additional charges will be levied.

Minimum order value

The minimum order value is CHF 10.00.
For business customers: If the order value is below the minimum order value, a surcharge of CHF 20.00 will be applied.

• Retailers will be asked to pay this surcharge if the value of their order is less than CHF 100.00.
• Wholesalers will be asked to pay it if the value of their order is less than CHF 250.00.
• Private customers do not have to pay a surcharge – this amount does not apply to them.

Lead time
As a rule, the lead time for delivery is 3 to 5 working days from the date of shipment.

Collection
If the shipping option "Collection" is selected, the order can be collected, following receipt of the email confirming collection, from Schwanengasse 47, 2503 Biel, from Mon-Thu 07:30-11.30 am or 1:00-5:00 pm, and Fridays 07:30-11.30 am or 1:00-3:00 pm.

Non-delivery
If the goods cannot be delivered, or delivery is delayed due to errors in the delivery address provided by the customer or because the recipient was not there to receive the shipment, Nectaflor AG cannot accept any liability.

Our payment options are different for private customers and business customers and we currently have a minimum order value of CHF 10.00 for all payment options and all customer groups.

Payment options for business customers:

– Invoice: Business customers have the convenient option of paying for their orders by invoice. Please note that, before we can offer this option, we may need to do a credit check. The payment terms for purchase by invoice are 10 days net.

– TWINT: We also accept payment via TWINT, a mobile payment solution that is popular in Switzerland. Simply scan the QR code or enter the payment details manually.

– Credit card: We accept all the usual credit cards, such as Visa and MasterCard. Your payment is handled securely and in encrypted form.– PostFinance: You can also pay for your order via your PostFinance account. Simply select this option when placing the order and follow the instructions.

Payment options for private customers:

– TWINT: Private customers can pay for their purchases through TWINT. Scan the QR code or enter the payment details manually.

– Credit card: We accept all the usual credit cards, such as Visa, MasterCard and American Express. Your payment is handled securely and in encrypted form.

– PostFinance: You can also pay for your order via your PostFinance account. Simply select this option when placing the order and follow the instructions.

Please note that the availability of payment methods may depend on where you live and the type of order being placed. If you have any questions on payment methods, please feel free to contact our Customer Support.

We want to be sure that you are completely happy with the items you purchase from us. If, however, you have received the wrong item, or the item has some defect, please take note of the following conditions for returns:

– Before returning the item, please contact our Customer Service department to request a return authorization and to get further instructions. The procedure will vary according to the item in question.

– Make sure that the item is securely and safely packaged to prevent it from being damaged during transport.

– If the product has a defect or has been delivered to you by mistake, Nectaflor Ltd. will cover the cost of return shipment. Please contact our Customer Service department, who will issue a pre-paid return label. In cases where Nectaflor Ltd. was not at fault, the customer is required to cover the costs.

– Once we have received and inspected the returned item, we will reimburse you the purchase price or exchange it for another item, depending on what you have requested.

– Please be aware that certain items, e.g. personalized or hygiene products, may not be eligible for exchange. This will be clearly indicated on the product page.

We would like to emphasize that we try to ensure that the returns process functions as smoothly as possible. For further information or if you have any questions, we would be happy to help. Simply contact our Customer Service department.

Customer account for business customers and partners
As a business partner or corporate client, you can apply for a customer account with access to our business customers area. You will benefit from special conditions and be able to get an overview of all your orders. In addition to this, you can reorder a previous order at any time, without having to put together the items again manually. All retailers, shops, catering businesses, restaurants and companies with an entry in the commercial register can apply for a corporate account. Companies without an entry in the commercial register can also apply for a customer account and their application will be assessed internally by Nectaflor. Either way, the assessment of an application for a corporate account generally takes five working days at the most. Within this period, the user account cannot be used.

Customer Account for Private Customers
As a private customer, no verification by Nectaflor Ltd. is required. Your customer account is activated immediately after registration.

Sign In
We use a one-time password (OTP) for secure sign-in. Simply enter your email address, and you will receive an email containing a one-time login code or secure sign-in link.

If you do not receive the email, please check your spam or junk folder. In some cases, it may take up to 15 minutes for the email to arrive.

Unable to Sign In
If you are unable to sign in, there may be several reasons:

• Make sure you entered the correct email address.
• Check your spam or junk folder if you have not received the one-time password email.
• If necessary, request a new one-time password.
• If you have applied for a business customer account, please make sure your registration has been completed. You will not be able to sign in until your business account has been approved by Nectaflor Ltd.

Wishlist
The purpose of the wishlist is to allow you to remember particular items. A clear advantage, enabling you to place new orders quickly and easily.

Reminder: "Item not in stock"
You can make use of our reminder function via email so we can let you know when the item is back in stock.

Online coupons & discounts
Various discounts can be obtained with the help of our Newsletter, through special offers from our partners, or on our website. These can be redeemed in your shopping cart shortly before conclusion of the order by entering a 6 to 13-figure code. The discount can be used in line with the conditions given and the expiry date in each case. The value of the discount cannot be reimbursed.