Frequently asked questions FAQ

Are all products available straight away?

Yes, most products are. If a product is not in stock, the delivery date will be communicated.

What are the delivery costs?

SBB covers the costs of delivery and it is thus free of charge.

Do you also deliver abroad? 

No. We currently only deliver to addresses in Switzerland and the Principality of Liechtenstein.

How can I pay?         

The payment methods depend on the product that is purchased. In the shop in general, you can pay by PostFinance Card, Mastercard, Visa, American Express and TWINT.

Can I also shop as a guest? 

Yes, you can also shop without having to register (purchase as guest).

What does my customer account show me?          

If you log in with SwissPass and therefore are not shopping as a guest, you will see your orders, your billing and delivery addresses and your saved payment methods in your customer account.

My Mondaine watch is defective, what can I do?        

You can send the defective watch with a description of the defect 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 sent with the product if the repair still falls within the warranty period. If the warranty period has expired, you will be charged the repair costs by Mondaine or Remonta.

Can I only use my SwissPass login to log in?         

Yes, you can only log in with a SwissPass login at the moment. Your address will be taken from your SwissPass data, meaning you do not have to re-enter it.

How can I change my address?       

Addresses can only be changed via www.swisspass.ch. The address will also be changed in the shop.

Can I add separate delivery addresses?      

Yes, you can add several delivery addresses and select one for each order.

Can I change the language? 

Yes, the language can be changed at the bottom of the page.

Can I get information about my order from an SBB counter?         

No, we cannot give you any information your order at the counter. 

What are the customer services opening hours?    

You can contact the hotline from 7 a.m. to 6 p.m. on Monday to Friday (excluding public holidays) by calling +41 (0)51 225 78 94. 

Why can’t I see my order on www.swisspass.ch?

After all, you have charged my credit card.  You can only see your purchase/order in your customer account in the SBB preview shop.

Do I have a right of return on ordered products?  

Yes, you can return the goods within a period of 14 days after receipt, provided they are unused. You can return the product in its original packaging to the following address:

SBB Passenger Traffic, Third-party business, Wylerstrasse 123, 3000 Bern 65

Excluded from the right of return are gift cards, vouchers, foreign currencies and insurances.