FAQ

Can I collect my ordered products directly from you?

Yes, you can. However, you must order online in advance and let us know when you would like to collect your order when you check out. We need at least 2 hours lead time to process your order. Please note our telephone & pick-up counter opening hours!

How can I pay at the pick-up counter?

You can pay at the pick-up counter in cash (CHF), by card, TWINT or by CembraPay invoice.

Do you have a physical store?

Nope, unfortunately not! That's why you can only pick up products from us that you have previously ordered online. We are happy to advise you on site, but unfortunately we cannot fulfil orders or have coffee with you. Not yet! - Thank you for your understanding.

A product is not in stock. Can I still order it?

No, we only sell what is in stock. Activate the availability notification for the desired product and we will notify you by e-mail when the product is back in stock. - If it is out of stock, we will endeavour to get it back as soon as possible. Please be patient if this takes a little longer.

Why can't I select purchase on account?

There may be something wrong with your address details or your credit rating. Please contact CembraPay directly or get in touch with our customer service.
Otherwise, you can also use the payment methods PayPal, credit card, TWINT or prepayment.

How can I arrange a credit check by CembraPay so that I can pay by invoice?

Download this form and contact CembraPay directly.

Can I also receive the CembraPay invoice by post?

Yes, it is possible to activate the sending of an invoice by post directly at the checkout when selecting the payment method. If you want to change this later, please contact CembraPay or our customer service. Please note: CHF 4.25 will be charged for sending invoices by post!

Where do I have to transfer my money for ‘purchase on account’?

CembraPay AG is our partner for the ‘purchase on account’ payment method you have selected. You will receive the corresponding invoice by e-mail. Please pay this directly to CembraPay. If you have any questions about payment, please contact CembraPay Support on +41 44 551 46 70.

I have problems paying my invoice?

Contact CembraPay directly. Alternatively, our customer service can provide you with information.

What are your bank details for prepayment orders?

Account Prepayment Switzerland (CHF)

Bank: UBS AG, 8501 Frauenfeld
IBAN: CH16 0023 9239 1051 0101 Y
BIC/SWIFT: UBSWCHZH80A
Reason for payment: Specify invoice number

Account prepayment DE, AT, FR (Euro)

Bank: UBS AG, 8501 Frauenfeld
IBAN: CH34 0023 9239 1051 0162 C
BIC/SWIFT: UBSWCHZH80A
Reason for payment: Indicate invoice number
_{This is a EUR account, you do not pay any fees when transferring EUR amounts.}

Attention: Do not transfer invoices from CembraPay to our account! 
Please use the bank details on your invoice from CembraPay.

What shipping methods do you offer and how quickly will they arrive?

We deliver with Swiss Post and Planzer. You can find more information here: Shipping

Can products also be sent by post?

Yes, as long as they fit in a letter. The shop calculates this online and shows you the corresponding shipping costs in the shopping basket.

Why can't I select the sameday shipping method or see it at the checkout?

Sameday parcels can only be delivered in a limited area. If the shipping method is not displayed, you are outside this area.

Can I also have my order delivered on Saturdays?

Yes, if you have ordered by Friday 18:00 with the shipping method letter, Saturday delivery or express delivery (by 09:00) and pay by PayPal, credit card, TWINT or invoice.

How can I influence the delivery of my parcel? 

As soon as your parcel is dispatched, you will receive a dispatch confirmation from us. This contains the tracking link. You can use this to track and control your parcel at any time. 
Swiss Post tracking: https://service.post.ch/ekp-web/ui/list?lang=en
Tracking Planzer: https://tracking.app.planzer.ch

Can I return the products in my order?

Yes, you can! Our return policy is 90 days.
To do so, use the return form or contact customer service: 
Phone: +41 52 730 05 30 *
WhatsApp: +41 79 844 45 76
E-Mail: info@mofakult.ch

* Note availability

I have registered but cannot log in.

After registering, you will receive an email to activate your account. Check your e-mail inbox and, if necessary, your spam folder and click on the activation link in the confirmation e-mail. Your account is now activated and can be used immediately without restrictions.

When are you open? When are you available?

We do not have a physical store with fixed opening hours. You must register with us at least 2 hours before your collection. Call us, write us a WhatsApp message, send us an e-mail or note it in the order comment: 

Phone: +41 52 730 05 30 *
WhatsApp: +41 79 844 45 76
E-Mail: info@mofakult.ch

* Note availability