FAQ
Why can GONSER offer its products at such favourable prices?
We purchase large quantities of our products directly from the manufacturer and generally avoid intermediaries. In addition, optimised logistics processes allow us to operate with the smallest margins, which means we can offer all items at the lowest prices.
Lowest price guarantee
We offer you a lowest price guarantee on our entire product range:
If you find one of our items or an identical product with the same scope of delivery at a cheaper price (including shipping costs) from another supplier within Switzerland within 10 days of the date of purchase, we will refund you the difference plus a bonus of 5%! The prerequisite for this is that the competitor's offer is a fixed price offer (e.g. no auctions) and the item is not offered in limited quantities.
How can I place my order?
You are welcome to place your order via our online shop. Simply select the item you want. To order the item, simply click on the green "Add to basket" button. The item is now in your shopping basket.
To pay for your order, click on the green "Checkout" button in the top right-hand corner.
Now follow the further instructions.
What is a user account?
A user account is for you as a customer if you want to make multiple purchases from us. You can simply log in with your e-mail address and a password of your choice and see all the important details about your orders. Your personal details are then already stored in our system, making it easier for you to place further orders.
How can I create a user account?
You can create the user account in two different ways:
- You can register in the shopping basket during the order process.
- You can register via the "My account" option.
Do I need a user account to be able to shop at GONSER?
You do not have to open an account. You are welcome to log in as a "guest" during the order process. Please note, however, that you will have to re-enter all details for subsequent orders.
Forgotten password, what can I do?
To do this, go to "My account". Below the login fields you will find the option "Forgot password".
How high are the shipping costs?
We deliver all products ordered directly via our webshop free of charge within Switzerland and the Principality of Liechtenstein.
The only exception to this are small products that are labelled as "GONSERBOX" items. In order to be able to offer you the best possible prices for these items too, we charge CHF 6.90 shipping costs for GONSERBOX items.
As soon as the sum of all GONSERBOX articles reaches CHF 35.00, you will also receive these articles free of shipping costs!
Can I change my order at a later date?
Unfortunately, you as a customer can no longer make any changes to a placed order. However, you are welcome to contact us in such a case. We will adjust the order according to your wishes. It is important that you have not yet made the payment or that your order has not yet been dispatched.
How can I pay?
For processing reasons, we only dispatch our goods against prepayment. As soon as we have received your payment, the goods will be delivered to you. Payment is possible by bank transfer, credit card, Paypal or TWINT.
Further information can be found under the respective payment method.
Can I also pay cash on delivery?
Unfortunately, it is not possible to order on account or cash on delivery for technical reasons. We ask for your understanding.
Our account details
If you have selected "Prepayment/bank transfer" as the payment method for your order, you will be automatically redirected to a corresponding overview page after placing your order. There you will see our account details and all the important information about your order. You will of course also receive a confirmation e-mail.
Can I obtain vouchers for GONSER.CH?
Would you like to make someone happy? In our webshop you will find vouchers as gift cards or to print yourself. Would you like a gift voucher with a different amount? Then please contact our customer service team and we will issue the voucher in the desired amount.
How can I redeem my voucher?
You can enter the voucher code in the field provided during the order process in the webshop.
Can I redeem several vouchers for one order?
No. Only 1 voucher can be redeemed for each order. The vouchers are not cumulative.
Who carries out the delivery?
Most of our items are shipped with the parcel service Planzer. Some very large or fragile goods are delivered by Camion Transport or Leimgruber as general cargo (e.g. pool tables, granite tables, gas barbecues, e-bikes, rattan sun islands, etc.).
Planzer dispatch procedure:
If the delivery is made by Planzer, you will automatically receive an e-mail from us after dispatch with the parcel number and a link with which you can track your shipment online. If you change your address or have problems with the delivery of your goods, you can contact the supplier directly:
service@planzer-paket.ch
DE: +41 44 438 50 40
FR: +41 21 821 02 02
IT: +41 91 611 54 84
Will I be contacted by Planzer by telephone before delivery?
Unfortunately, it is generally not possible for parcel service providers to notify a delivery in advance by telephone or to agree an exact delivery date. We ask for your understanding in this regard.
Procedure for lorry general cargo shipments:
Your delivery by lorry usually takes place on the next working day (after receipt of the dispatch confirmation). In individual cases, a scheduled delivery can also be agreed.
Please note that delivery is always to kerbside. Other additional services, such as delivery by the floor, are unfortunately not possible.
I have still not received my order 3 working days after receipt of payment. What is the reason for this?
In this case, please get in touch with us briefly using the contact form. We will then look into the matter immediately.
I have received my parcel damaged. What should I do?
All items are sent insured.
Please contact us on the same day so that we can submit a corresponding damage report to the transport company concerned in good time.
We ask you to mention the damage directly to the chauffeur delivering your consignment. If you have to confirm receipt of your parcel with your signature, please do so under reserve. We would also be pleased to receive photos of the damaged parcel. Thank you for your help!
Delivery to a PO box
Unfortunately, delivery to a PO box (PickPost, MyPost, etc.) is not possible. A valid residential address must be selected as the delivery address in order to ensure a smooth and fast delivery.
To which countries is delivery possible?
We only deliver within Switzerland and Liechtenstein.
Can I collect the ordered goods?
Unfortunately, collection is not possible for logistical reasons, as we are a pure mail order business. All processes are designed to ensure that the goods are delivered directly to your home as quickly as possible.
Is there a showroom?
In order to be able to offer you the best possible prices - with lowest price guarantee - we deliberately avoid physical shops or showrooms. Our items can only be viewed online. However, all images shown are original product images.
Can I track my consignment?
As soon as the goods have been dispatched, you will receive an automatically generated email with the parcel number. You can use this number to track the delivery online at any time.
What should I do if my parcel does not arrive within three working days?
If this is the case, you are welcome to contact us using the contact form. We will inform you about the current delivery status and, if necessary, launch a search message.
Can I return the item if I don't like it?
If the delivered item does not meet your requirements, you can return it to us within 100 days of receiving the delivery. Once we have received and checked the return, we will refund the money in the form of a voucher.
Please note the information under 100-day right of exchange before returning the product.
Who can I contact if there is a defect?
In such a case, you are welcome to contact our customer service under contact.
We need some pictures of the damage in order to be able to process the matter. Thank you very much for your help!
Is there a guarantee?
We offer a two-year statutory warranty on all items. Excluded from the warranty are wearing parts, batteries and rechargeable accumulators.
How can I contact GONSER?
Contact Form
The easiest way to reach us is via the contact form. You can find it in the menu under contact.
You can also contact us at any time by email at info@gonser.ch.
Do you have an urgent question about an upcoming order or a product? You can now also reach us via WhatsApp. Please note that we recommend using the contact form for questions about an existing order. This will help us respond to you faster and more efficiently.
Why isn’t GONSER available by phone?
In order to ensure maximum efficiency, we have deliberately decided not to offer a telephone support. This saving is passed on directly to you as a customer in the form of our low prices with the lowest price guarantee.
