FAQ

Frequently asked questions

Should  I create and register for an account?


Yes. This is for your fast access and easy check out upon next time purchase. Please go to our Register page to register for an online account at the upper right corner to sign up. You can also check out as guest without registering.




How can I change my details?


Please select 'Change Personal Details' after signing in. You can log in to your account on the Sign In page.




I have forgotten my password. What can I do?


You can request a new password by clicking on 'Forgotten Password?' on the Sign In page. Automatically it sends you how to reset your password and send you a new one.




How can I pay?


Our website is secured by Stripe with secured SSL check- out processing. We accept the following payment methods via online: Visa Visa Debit/Delta MasterCard Maestro UK and International American Express Alipay China UnionPay The currency is in CHF or Swiss Francs. Stripe will automatically converts currency for you upon check-out. So it's hassle free. The payment methods accepted via debit/ credit card or Klarna payments. Payments may vary depending on the current currency rate in which you wish to pay or the destination country.




How do I know I have successfully placed an order?


Our system will automatically send you an acknowledge email that we have received your order. You can track your parcel online by clicking the link shown on your email or by signing in to your online account and selecting 'Order History’.




Can I amend or Cancel my orders?


If should you wish to cancel or amend your order please contact us as soon as possible by writing an email within 24 hours of the purchased item or state your queries. We will answer your questions as soon as possible. We are happy for returns or exchange when there's damage on the items upon purchase received, wishes to change order within same range of price within 24 hours or irrelevant placement of orders. Please contact us within 24 hours upon receiving the parcels. We do not held responsible for any shipping lost or damage during transit. Customers are responsible for shipping back the items to us. NO REFUND OR RETURNS (NROR) or NO RETURN OR EXCHANGE (NRNE) for all these items, therefore please make sure you have clicked the correct products. SALE items or discounted products are on no returns and refunds policy. RIGHTS OF CANCELLATION (CONSUMER CONTRACTS REGULATIONS 2013) You are entitled to cancel your Online Orders in 7 days after the day on which you receive your order. Please note that your right to cancel does not apply to products listed in Non-Returnable Products above.




When you will delivery my parcel and can you send it express?


Switzerland: Free shipping 1 to 2 working days + 3-5 delivery and shipping working days. Excluding Bank holidays. International: Free shipping 3-5 working days + 7-21 working days for delivery and shipping. Excluding Bank holidays. Aparently we stopped the Express Shipping. Please note that delivery may be delayed due to COVID -19 pandemic. We kindly ask you to be a bit patient with the shipping process. All packages sent are provided with tracking numbers so you can track your parcels. *VAT or custom charges may apply on country destinations. Joana Almagro does not cover these fees.





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© 2019 JOANA ALMAGRO made in Switzerland. Klarna & Stripe Secured SSL Check Out.