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FAQ SBB Shop

Customer account

Can I make a purchase without a login?

Yes, you can make a purchase as a guest without a login.

Can I only register with a SwissPass login?

Yes, registration is only possible with a SwissPass login. Your address is taken from your SwissPass details so you don’t need to enter your delivery address again.

What do I see in my customer account in the online shop?

When you register with SwissPass, you see your orders (except public transport tickets), your billing and delivery address and the payment methods you have saved in your customer account.

How can I change my billing address?

Changes to your billing address can only be made via www.swisspass.ch. The shop then uses your new address.

Can I list separate delivery addresses?

Yes, you can list different delivery addresses and select them individually every time you order. When ordering foreign currencies online (SBB Change), your delivery address must be the same as your billing address for compliance reasons.

Why do I have to enter my telephone number?

Leaving your telephone number makes it easier for us to get in contact with you quickly in case of any queries about your order.

Where do I find the tickets I have purchased?

You can find the tickets you have purchased on www.sbb.ch.

Placing orders

Are all products immediately available?

Customers can check the availability of the products by checking the traffic light symbol. Products that are immediately available are usually delivered between 2 and 5 working days after receipt of the order. If this is not possible, the customer shall be informed accordingly. The order can be cancelled due to delayed delivery time.

What delivery options are offered?

Every physical SBB Shop product is delivered by A-Post or PostPac Priority. Foreign currency is delivered by A-Post Plus. This means consignment tracking is possible.

Payment

What payment methods do you offer?

The following payment methods are available: PostFinance Card, Mastercard, American Express, Visa, PayPal, Twint, Invoice (except vouchers and services). Please note that restrictions apply to the payment methods which can be used to purchase certain products, in particular currency exchange. The payment methods available for buying foreign currency can be found here.

Why can I not use any means of payment to buy foreign currency?

For reasons of financial regulation, various means of payment cannot be used to pay for foreign currency. You can find all current payment options for foreign currency here.

Can I pay with invoice if I have a different delivery and billing address?

No, the invoice is only available as a means of payment if the delivery address and the invoice address are identical.

I have a question about my invoice, who can I contact?

If you have chosen the payment method invoice, you will receive it directly from our partner Byjuno. If you have any questions about the invoice, please contact customer-care@byjuno.ch, 041 227 05 05.

How can I redeem a promotional code?

You can enter the promotional code in the relevant field in the basket. Your discount will then be automatically deducted from the sum of the order. Some promotional codes are only valid for tickets on www.sbb.ch.

Shipping and delivery

What are the shipping costs?

Shipping is free for all customers who place an order above CHF 50. There is a CHF 7.90 shipping cost for orders under CHF 50.

Do you also deliver abroad?

No, we only deliver to addresses in Switzerland and the Principality of Liechtenstein.

Where can I find the expected delivery date?

All products shown are available for delivery and will normally be delivered in two to five working days from receipt of the order. If this is not possible, the customer shall be informed accordingly.

How can I follow the status of my order?

If you were logged in when making your order, you can follow the status of your order at any time under My Account and Orders.

Can I also have my product delivered to a station?

No, the option to “Click & Collect” at the station is currently not available.

Returns and warranty

Do I have the right to return products that I have ordered?

You can return the goods within 14 days of receipt if they have not been used. 
Gift cards, vouchers, SIM cards, foreign currency, insurance and food cannot be returned.
 
If you are only returning Mondaine watches or clocks, please return the product(s) in the original packaging to the following address:
 
SBB Personenverkehr
Drittgeschäft
Gardistrasse 123
3000 Bern 65
 
To return other items, please send the products to the following address:
 
Pandinavia Logistikcenter 
c/o Markus Flühmann AG 
SBB-Shop - Lager 
Rigistrasse 20 
5634 Merenschwand 

Who pays for the return of the items?

The shipping costs for the return are generally to be paid by the consignor.

I have received a damaged item, what do I have to do?

The goods delivered must be examined promptly after receipt. Complaints must be documented in detail and attached to the return. The same applies to any delivery of goods that is incomplete. SBB will deliver a fully functional replacement product in exchange or refund the purchase price upon return of the goods. The return shipment must be accompanied by a note that states your name, the order number, the reason for the return and the desired method of refund or replacement.
 
If the item you wish to return is a Mondaine watch or clock, it must be returned to the following address:
 
SBB Personenverkehr
Drittgeschäft
Gardistrasse 2
3000 Bern 65
 
Please use the following address for any other items:
 
Pandinavia Logistikcenter 
c/o Markus Flühmann AG 
SBB-Shop - Lager 
Rigistrasse 20 
5634 Merenschwand

 

My Mondaine clock or watch is defective. What can I do?

You can send the defective clock or watch with a description of the problem directly to the following address:

Remonta AG
Service Center Mondaine
Hunnenweg 4
4503 Solothurn
Tel. 058 666 86 68
repair.service@mondaine.ch

The warranty certificate must be enclosed if the repair falls within the period of the warranty. If the warranty period has expired, you will be charged the repair costs by Mondaine or Remonta.

Can items bought in the online shop be returned at the station?

No, items bought online cannot be returned at the station.

SBB Change

Are all currencies immediately available?

The online shop only shows currencies which are immediately available.

How can I pay?

For the product “home delivery”, payment can be made in advance (up to CHF 1500) or by PostFinance Card, MasterCard and Visa (up to CHF 700). For the product “collection”, payment can be made at the counter in cash or with any common debit card. Credit cards and Reka Cards are not accepted.

How quickly can I have the currency I have ordered delivered to my home?

The foreign currency ordered will be delivered using A-Post Plus. If payment is received immediately, the foreign currency will generally be delivered to your home within 2-3 days.

I have a question about my foreign currency order. Who can I contact?

If you have any queries about foreign currency orders for delivery to your home, you can contact:

SBB CFF FFS Passenger Division
Zürich HB Travel Centre – Currency Exchange
Museumstrasse 1, 8001 Zürich
+41 51 285 12 12
change.zuerich-hb@sbb.ch

Can I cancel my order with home delivery?

If foreign currency has been ordered and paid for, cancellation is generally not possible. In the case of obvious mistakes and if the foreign currency has not yet been sent, the order can be cancelled as a goodwill gesture. If this applies to you, please contact Zürich HB Travel Centre directly (Tel. +41 51 285 12 12, change.zuerich-hb@sbb.ch) with your reference and order numbers to request to the cancellation.

SBB AG reserves the right not to buy back some less common currencies. Any exchange rate losses can be charged to the customer.

I have ordered the wrong currency by mistake and have already paid for and received it or have bought too much of a foreign currency. What can I do to change the currency back?

We can change the foreign currency back into Swiss francs for you at the purchase rate at an SBB station near you. This can be done for most foreign currencies without a problem. SBB AG reserves the right not to buy back some less common currencies.

You can find your local stations here: https://www.sbb.ch/en/station-services/at-the-station/railway-stations/further-stations.html

Where can I see current exchange rates?

You can view current exchange rates on https://commerce.sbb.ch/en/sbb-change-home-delivery.html.

Insurance

Who is SBB’s insurance partner?

Allianz Travel.

Are the insurance products immediately available following purchase?

The definitive policy will be generated within 24 hours by our partner, Allianz Global Assistance and will be sent to you with the general terms of business on behalf of Allianz Global Assistance by e-mail. The validity of the insurance will only start when you receive this policy by e-mail.

I haven’t received my insurance policy, even though there were no payment problems and I received a confirmation from SBB. What can I do?

If you have not received a policy by e-mail from Allianz Global Assistance within 24 hours of ordering, please contact our customer services immediately (Tel. 051 225 78 94, Monday to Friday 7am–6pm).

I have ordered the wrong insurance policy by mistake and already paid for and received it. What can I do to exchange the policy?

You can contact Allianz Global Assistance directly (use contact details in your policy e-mail).

Can travel insurance or a protection letter be bought for someone abroad?

No. The person insured must be resident in Switzerland.

How long is the insurance valid for?

Each insurance policy is valid for one year.

Luggage

Can I only check my luggage in if I am travelling by public transport?

Correct. You can only check luggage in if you have a valid ticket for the whole route or a valid travelcard (GA Travelcard, Half Fare Travelcard, Point-to-point Travelcard, Regional Travelcard, travel discount for SBB employees, seven25 Travelcard, Modular Travelcard).

What should I do if my luggage is not collected and/or delivered as I ordered?

Contact the SBB Contact Center on +41 (0)848 44 66 88 (CHF 0.08/min.) so that they can start to look into this right away. SBB luggage dispatch or the carrier will contact you directly within 1 hour.

How long do I have to change or cancel my luggage order?

Cancellations can be made by calling the SBB Contact Center on +41 (0)848 44 66 88 (CHF 0.08/min.) by 8pm two days before shipping for a handling fee of CHF 10. In the event of cancellations after 8pm two days prior to collection, extra fees of up to 100% of the price will be charged.
Changes such as the number of luggage items and the collection or delivery address can be made by 8pm two days before shipping. Changes can only be made after 8pm two days before shipping by arrangement with the responsible transport company.

Can I also place a luggage order for a foreign address?

This is not possible. Collection and delivery points must have postal addresses in Switzerland or Liechtenstein and be suitable for vehicle access. Otherwise the carrier designates a suitable handover point when confirming the arrangement on the previous day,

What should I do if I discover damage after shipping?

If you do not discover damage which is not externally apparent or partial loss of your luggage until after it has been delivered, you must submit a damage claim, including photos, within three days by e-mail (kundendienst@sbb.chLink opens in new window.) or post (SBB AG, Customer Services, P.O. Box, CH-3000 Bern 65). No further claims will be accepted after this period has elapsed.

Is liability accepted in the event of delays?

In the event of a delayed delivery, the transport company shall be liable for a proven loss (emergency purchases e.g. toiletries, bicycle and ski rentals, etc., proven by the relevant receipts) up to CHF 200 per luggage item and for each 24-hour period started after the delivery time, up to a maximum of 14 days (maximum liability up to CHF 2,000. The same applies in the event of total loss.).

Is liability accepted in the event of damage, partial loss or total loss?

In the event of damage, partial or total loss of luggage, the transport company shall be liable for a proven loss up to CHF 2,000 per item.
In the event of partial damage, the repair costs (e.g. for bicycle wheels) shall be reimbursed as per the quote and up to the above amount.

Where can I find comprehensive information on all luggage products?

You can find descriptions of all luggage, flight luggage and group luggage products at www.sbb.ch/en/luggage.

Why can’t I book the luggage special and door-to-door flight luggage in this shop?

This shop is continuously updated. We aim to integrate more products into it in the coming months.