Our Commitment to Excellence
At Victorinox Store, we approach customer satisfaction with the same precision and dedication that defines our world-renowned Swiss craftsmanship. Just as our knives are built to be reliable companions for life’s adventures, we are committed to ensuring your complete satisfaction with every purchase.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Carrier | Notes |
|---|---|---|---|---|
| Standard Shipping | £12.95 | 10-15 business days after dispatch | DHL or FedEx | Trackable service recommended |
| Free Shipping | Free (orders over £50) | 15-25 business days after dispatch | EMS | Economy service for qualifying orders |
Returns & Exchanges Policy
Returns Period
We accept returns and exchanges within 15 days from the date you receive your order.
Return Conditions
To be eligible for a return or exchange, your item must be:
- In original condition and packaging
- Unused and unworn
- Including all original tags and documentation
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
For safety and quality assurance, the following items cannot be returned unless defective:
- Personalized or engraved items (due to hygiene reasons)
- Opened merchandise or used products
- Items not in original condition
- Products missing original packaging or documentation
Return Process
- Contact Our Team: Email us at [email protected] with your order number and reason for return
- Receive Authorization: We’ll provide a Return Authorization Number and shipping instructions
- Package Securely: Include all original items, packaging, and documentation
- Ship to Address: Send to: 22 Bedford Pl, Southampton, GB SO7Z 5OM
- Confirmation: We’ll notify you once we receive and process your return
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.
Refund Timeline & Method
Once your return is received and inspected:
- Processing Time: 3-5 business days
- Refund Method: Refunds will be issued to your original payment method (VISA, MasterCard, JCB, or PayPal)
- Appearance on Statement: 5-10 business days depending on your financial institution
Exchange Process
For exchanges, follow the same return process and specify the desired replacement item. If the replacement costs more, we’ll contact you for the price difference. If it costs less, we’ll refund the difference.
Damaged or Defective Items
If you receive a damaged or defective product, contact us immediately at [email protected]. We’ll arrange for a replacement and cover all shipping costs.
Customer Service Contact
Email: [email protected]
Address: 22 Bedford Pl, Southampton, GB SO7Z 5OM
Response Time: Within 24 hours during business days
Return Request Template
Use this template when contacting us about returns or exchanges:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Victorinox Store Team,
I would like to request a [return/exchange] for my recent purchase.
Order Number: [Your Order Number]
Purchase Date: [Date of Purchase]
Product(s) to Return: [Product Name(s) and Quantity]
Reason for Return: [Please specify – e.g., wrong size, defective, changed mind]
I confirm that the item(s) are in original condition with all packaging and tags.
Please provide return instructions and the required Return Authorization Number.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]Our Promise: Just as you trust Victorinox for precision tools that stand the test of time, you can trust us to handle your returns and exchanges with the same commitment to excellence, fairness, and customer satisfaction.