Shipping and Delivery Policy

Société : hype SWISS Sàrl - 12, rue des Gares, 1201 Genève, Suisse - Contact : hype@hype.swiss - +41 22 404 05 55

1. Scope

This policy applies to deliveries of physical products sold by HYPE SWISS in its shop: routers, phones, Smart TVs, Smart TV Sticks, accessories, computers, tablets and any other equipment. It summarises articles 33 to 56 of the Shop Terms of Sale (CGV Boutique), which prevail in case of discrepancy.

For telecom services, software or subscriptions, delivery may also be digital: activation, eSIM, customer access, licence, commissioning, porting or configuration. These are subject to the necessary technical, administrative and regulatory checks.

2. Delivery methods

Depending on the options offered at checkout, the Customer may choose collection at the hype SWISS Center (12, rue des Gares, 1201 Geneva) where this option is offered for the product concerned, or shipping to a delivery address.

Collection is free of charge unless an additional service is expressly requested. The Customer waits for confirmation that the order is ready before coming. HYPE SWISS may ask for the order confirmation, an identity document or an appropriate power of attorney when collection is made by a third party.

3. Carriers

HYPE SWISS’s main shipping and delivery partners are DPD (Suisse) SA and Poste CH SA - Swiss Post. HYPE SWISS selects the most suitable carrier according to the product, weight, volume, dimensions, destination, service level and logistics capacity. Where several choices are offered at checkout, the Customer selects the available option they prefer. Carriers may use their own subcontractors, infrastructure and pick-up points under their own conditions.

4. Delivery times

For products available in stock, delivery is generally made within 48 hours in Switzerland, under normal preparation and transport conditions. Unless explicitly stated otherwise, this timeframe is indicative and not an absolute guarantee: it depends in particular on working days, the time of the order, payment validation, actual stock, anti-fraud checks, preparation, destination, the carrier, public holidays, weather conditions or an external disruption.

The overall timeframe includes the preparation of the order by HYPE SWISS and the transport by the carrier. Unless a date is expressly guaranteed, timeframes are estimates given in good faith on the basis of the information available.

Where a significant delay is known, HYPE SWISS informs the Customer within a reasonable time and, where possible, gives a new estimate. The Customer’s rights in the event of delay remain subject to the applicable law.

5. Delivery charges

Where the order is eligible under the conditions announced at the time of ordering, standard delivery in Switzerland is free from CHF 100.-. International shipments, express transport, special consignments, bulky parcels, pallets, oversized transport, handling services and a re-dispatch attributable to the Customer may be excluded from this benefit.

Where delivery is not free, the charges are calculated or displayed as precisely as possible according to the method chosen, the carrier, the destination, the weight, the dimensions, the volume, the number of parcels and any additional services. Foreseeable charges are communicated before the final validation of the order. If automated calculation is not available for a particular shipment, HYPE SWISS may issue a prior quote.

Where a manifest error in weight, dimensions, destination or pricing is discovered before shipping, HYPE SWISS informs the Customer, who may accept the corrected cost, choose another delivery method, modify the order or cancel the part concerned. No surcharge attributable to HYPE SWISS is imposed after the contract is concluded.

6. Delivery address and re-dispatch attributable to the Customer

The Customer provides an exact and complete address: first name and surname or company name, street, number, postcode, town, country and any detail needed for delivery. The Customer makes sure that their name or the recipient’s name is identifiable where this is necessary for delivery. HYPE SWISS is not liable for a delay or failure caused solely by incorrect or incomplete information provided by the Customer.

Where the parcel is returned because the address is incorrect, the recipient unknown, the information incomplete, the parcel unclaimed, or for another circumstance attributable to the Customer, the reasonable costs actually incurred by a new shipment may be invoiced to the Customer after notice.

Refusing a parcel or failing to collect it from the carrier does not constitute a valid exercise of the commercial right of return; a Customer wishing to return a product follows the procedure in the return policy. Reasonable costs caused by an unjustified refusal or an unclaimed parcel may be invoiced where the situation is attributable to the Customer. This rule does not apply to a legitimate refusal linked to a manifest error or significant damage.

7. Parcel tracking, instructions to the carrier and authorised drop-off

Where available, a tracking number or link is communicated to the Customer. Tracking information is produced by the carrier. An electronic delivery status does not deprive the Customer of the right to report an actual non-receipt.

After shipping, DPD or Swiss Post may offer the Customer the option to change a date, choose a pick-up point, redirect the parcel, select a neighbour, give a drop-off authorisation, choose a “safe place” or accept delivery without signature. Any instruction given directly by the Customer to the carrier is deemed to have been given by the Customer themselves.

Where the Customer expressly authorises the carrier to leave a parcel without handing it over in person, they choose a reasonably safe and appropriate place. Where the carrier documents that it has correctly carried out the authorisation given, delivery is deemed to have been made at that location. HYPE SWISS is then not liable for theft, disappearance or damage occurring after a drop-off correctly carried out in accordance with that instruction, except in the event of fault on the part of HYPE SWISS, fault on the part of the carrier engaging the applicable liability, delivery to the wrong place, non-compliance with the authorisation or a mandatory provision to the contrary.

8. Transfer of risk

For consumers, HYPE SWISS bears the risk of loss or deterioration until the product is actually handed over to the Customer or to the person they have designated, subject to a specific delivery instruction given directly by the Customer (point 7). In the case of collection at the hype SWISS Center, the risk passes on physical handover of the product. For professionals, the transfer of risk is governed by the agreed conditions and, subsidiarily, by the applicable law.

9. Lost parcel

Where a parcel is not received, the Customer informs HYPE SWISS, which takes reasonable steps with the carrier. The Customer cooperates with the enquiry and may be asked to confirm that they have not received the order. Where the loss is confirmed before the transfer of risk, HYPE SWISS proceeds, depending on the situation, with a new delivery, a replacement or a refund.

10. Damaged parcel

The Customer checks the parcel on receipt. In the event of damage, it is recommended to photograph the parcel before opening it, its label, the packaging and the product, to keep all packaging materials and to contact HYPE SWISS without delay.

To preserve recourse against carriers effectively, HYPE SWISS asks the Customer to report any transport-related damage ideally within five calendar days of receipt. This period is a duty of cooperation and not an automatic waiver of the consumer’s legal rights; where mandatory law grants a different or longer period, that period remains reserved.

The Customer contacts HYPE SWISS first, which then takes the necessary steps with DPD or Swiss Post. The Customer provides the elements reasonably required: photographs, order number, tracking number, description of the damage, missing items and packaging where its retention is necessary for the assessment.

11. Shipments outside Switzerland, bulky parcels and taxes

Unless otherwise indicated at checkout, the standard terms concern deliveries in Switzerland. Any shipment outside Switzerland may be subject to prior verification, a quote, customs or transport restrictions, taxes, import VAT, customs clearance fees, specific formalities or restrictions relating to certain batteries or devices. The quote or the checkout indicates, where reasonably possible, whether customs duties, import VAT, brokerage, customs presentation and storage fees, local taxes and other import charges are included; where their exact amount cannot be determined in advance, HYPE SWISS informs the Customer that they may apply.

Any product that cannot be shipped under standard conditions, in particular heavy or oversized parcels, pallets, fragile goods requiring special transport, equipment requiring special handling and consignments requiring specific insurance, may be the subject of a specific logistics offer. Its cost is communicated to the Customer before final acceptance where it was not already displayed at checkout.

12. Unavailable products

In the event of unavailability, HYPE SWISS may offer an equivalent product, a new timeframe, a credit note or a refund of the amounts not yet committed.

This English version is a courtesy translation. In case of discrepancy, the French version prevails.