Shipping policy
1. Delivery and Shipping
Deliveries are made within Switzerland, to selected countries of the European Union (including Germany, France, Austria, Italy, the Netherlands, and Spain), and to the United Kingdom, to the address specified by the customer.
Processing and dispatch generally occur within a few days. However, delivery times may vary depending on product availability, order volume, and workload. Delivery times for international shipments may be longer due to customs processing.
We are not liable for delivery delays caused by the shipping provider or by circumstances beyond our control.
All shipments to countries outside Switzerland may be subject to import duties, taxes, and customs clearance fees. These charges are the sole responsibility of the customer.
The customer is fully responsible for payment of any import VAT (EU VAT), customs duties, and any additional fees imposed by the destination country.
If a shipment is returned due to refusal to pay such charges, we reserve the right to deduct any return shipping costs or expenses incurred from the refund.
Once the goods are handed over to the carrier, risk and liability transfer to the customer.
For consumers residing in the European Union, mandatory consumer protection provisions may apply, according to which the risk may only transfer upon delivery.
2. Returns and Complaints
2.1 For customers residing in Switzerland
There is no general right of return within Switzerland.
Returns or exchanges are only accepted for defective or faulty products.
In such cases, the customer must submit a complaint within 5 days of receipt via email to info@kirose.ch, including clear proof of the defect (e.g., photos or videos).
After reviewing the case, we will decide whether a replacement, repair, or refund is appropriate. The item must be returned within 7 days after confirmation.
Items showing signs of use, wear, or washing, or not returned in their original packaging with tags attached, are excluded from complaints and returns.
2.2 For customers residing outside Switzerland (including the European Union and the United Kingdom
Customers residing in the European Union may have a statutory right of withdrawal. Where applicable, customers have the right to withdraw from the contract within 14 days of receiving the goods, without providing any reason.
To exercise the right of withdrawal, the customer must notify us by email (info@kirose.ch) within the 14-day period.
The customer bears the direct cost of returning the goods.
Return shipping costs, customs duties, import VAT, and any additional fees related to returns are the responsibility of the customer, unless the return is due to a confirmed defect or error on our part.
Returns will only be accepted if the items are unused, unworn, unwashed, and returned in their original packaging with all tags attached.
In the case of defective or faulty products, the customer must submit a complaint within 5 days of receipt via email to info@kirose.ch, including clear proof of the defect (e.g., photos or videos).
After reviewing the case, we will decide whether a replacement, repair, or refund is appropriate. The item must be returned within 7 days after confirmation.
Items showing signs of use, wear, or washing, or not returned in their original packaging with tags attached, are excluded from complaints and returns.