Frequently asked questions

The shipping costs are based on the cost price, depending on the region concerned, as well as on the quantity and weight of the packages.

The charges applicable to your region will be displayed before you confirm your order (on the offer submitted to you).

Once your order has been confirmed, delivery will be made within 5 to 8 working days for components “in stock”. Working days are defined as Monday to Friday, excluding Swiss public holidays.

We make every effort to meet our delivery times, but cannot guarantee them. The delivery time may be extended should obstacles arise beyond the control of Swiss-Parts. Possible claims for damages resulting from delay are limited in accordance with the General Terms and Conditions of Sale and Delivery. Expressly excluded are consequential damages resulting from delay, costs for covering purchases, loss of profit and damages due to business interruption. The Purchaser is not entitled to terminate the contract as a result of delay in delivery.

Our staff do everything possible to keep our customers informed of any delays in delivery.

If you wish to find out about the shipping date of your orders, please feel free to contact our Customer Care department at any time, quoting the respective order numbers:  customercare@swiss-parts.com.

You need to register with a customer account to have access to different information such as prices, discounts by selected quantities, shipping costs, etc. This information will be sent to you as a commercial offer.

If you wish for more detailed information about our products or if you have a specific request, please contact our Customer Care department: customercare@swiss-parts.com.

When you create your customer account, you will receive a confirmation e-mail as soon as your account has been verified by Swiss-Parts.

The requested data is displayed again in details so that we can later guarantee smooth order handling processes for our customers.

When you create a customer account, Swiss-Parts will ask you to fill out an online form and to provide information that we need to process business transactions.

Swiss-Parts does not disclose your personal data to third parties unless this is essential for the execution of business transactions (e.g. when working with a shipping service provider). The disclosure of data is thereby limited to the absolute minimum.

Swiss-Parts reserves the right to turn down a request to create a customer account. This may occur, e.g. in the following cases:

• Our shipping service providers do not deliver to the geographical region in which the customer is located.
• There is reasonable doubt about the user's identity (fraudulent request): characteristic signs of phishing, fear of identity theft, characteristic signs of attempted industrial/economic espionage.
• The applicant is required to file a request for proceedings with the debt enforcement office at his place of residence or at the registered office of the debtor legal person.

For orders placed via our online shop or email, we will send you an order confirmation stating the expected delivery time as quickly as possible.

The invoice will then be sent to you for payment by bank transfer.

The payment period (payment in advance, payment term of 30 days, etc) depends on your geographical location and/or on the agreement reached between you and Swiss-Parts.

Orders from abroad will only be delivered against payment in advance.

For orders within Switzerland, payment in advance or a payment term of 30 days net applies.

Any bank charges (transfer fees, exchange fees, etc.) shall be borne by the customer.

The following payment methods for e-payment are not currently offered by Swiss-Parts:

• TWINT
• PayPal

In order to ensure a future trusting cooperation, Swiss-Parts may feel compelled to possibly pass on your company data to a credit rating institute or a credit insurer.

The goods delivered by Swiss-Parts remain the property of Swiss-Parts until full payment has been received.

Further information on this is contained in our General Terms and Conditions of Sale and Delivery that can be found at the bottom of our website.

You can choose whether the invoice amount of your online order should be shown in CHF or another of the currencies available on our website.

Have you forgotten the password you need to log in?

Go to “My account” on top right side of our SHOP page and click the «Lost your password“.

You will receive an e-mail with a link to generate a new password.

The parts received must be inspected for damage immediately on receipt.

Any complaints must be sent to us in writing (addressed to customercare@swiss-parts.com) immediately, at the latest within ten (10) days of receipt of our delivery, and must include a precise description of the defects found (photos, explanations, sketches, etc. should be attached).

Swiss-Parts does not cover damage that is not demonstrably attributable to poor material, faulty design or poor workmanship (but is due, e.g. to transport, handling or assembly work by you, etc.)

The incompatibility of a part with the movement in your possession does not constitute grounds for refusing acceptance.

If the delivered goods prove to be defective, Swiss-Parts can either provide a replacement delivery ex works (EXW CH-2560 Nidau, Incoterms 2021), accept the reduction in the value of the delivered goods or finally organize the rectification of the defects in the product.

A possible return must first be accepted by e-mail and will then be at the expense of the customer.

The ergonomics of our online shop are designed to help you find what you are looking for easily and quickly.

For the most convenient shopping experience in our online shop, you have a choice of two search methods:

• From the “Shop” landing page, you can directly select a category predefined by Swiss-Parts.
• Once you have done this, a comprehensive list of the articles in the selected category appears in table form.
• A visual search is also possible. To do this, click on the photo at the top right of the screen. You will then be redirected to a schematic diagram of the selected category.
• You can now use the mouse to go to one of the pictures of the parts for sale. If you hover the mouse over a selected picture, a pop-up with details of the part in question is immediately displayed. If the part you have selected is available in different versions, all the versions are displayed (for example: an hour wheel that is available in different heights, depending on the movement).

To make shopping easier for you, you can view a list of the parts you have already reserved in your shopping cart on the right-hand side of the screen at any time.

This allows you to easily update the quantities you want without having to leave the page you are currently on.

Unless otherwise agreed, the purchase contract price is net, ex works (EXW CH-2560 Nidau, Incoterms 2021).

Swiss-Parts can offer various shipping solutions (SwissPost, FedEx, UPS, etc.) to best suit your needs.

The choice of shipping service provider and the respective shipping conditions (express shipment, etc.) is at your discretion.

Shipment of your order has been confirmed, but you haven’t yet received your shipment – despite allowing a reasonable shipment period. You fear that your order might have been lost.

In such cases, we would ask you to contact the following address: customercare@swiss-parts.com

Swiss-Parts makes every effort to provide you with the necessary information in five languages:

• French
• English
• German
• Italian
• Spanish

We use the language you selected in your customer account. You can change the language at any time. To do this, go to the customer settings (xxxx Link xxxx).

However, some documents are only available in three languages:

• French
• German
• English

If the document you require is not available in the language you have chosen, the system automatically switches to English.

Can’t find the answer to your question?

You didn’t find the part you were looking for?

In such cases, please feel free to contact us at any time by going to our “Contact” page. You can type your question here in the contact form.

You can also send your question to us directly by e-mail. Please send it to: customercare@swiss-parts.com.

To enable us to process your inquiry quickly and accurately, please provide your user name and customer number.

Swiss-Parts will make every effort to reply to you within 24 hours (on working days, according to the Swiss calendar).

We look forward to receiving your message, ideally in one of the 5 languages generally used by Swiss-Parts – French, English, German, Italian or even Spanish.

Should you wish to cancel your order, please contact our Customer Care department as quickly as possible (customercare@swiss-parts.com).

Depending on the status of your order, a cancellation may not always be possible.

Furthermore, a cancellation is associated with costs, such as costs for parts already manufactured / material costs / development and tooling costs.

We will inform you of such cancellation costs by e-mail.
You can then decide whether (1) you accept the cancellation costs or (2) you wish to uphold your original order.