{"id":1188,"date":"2019-02-07T22:55:32","date_gmt":"2019-02-07T21:55:32","guid":{"rendered":"https:\/\/heartbrut.com\/staging\/?page_id=1188"},"modified":"2025-10-10T16:45:04","modified_gmt":"2025-10-10T14:45:04","slug":"customercare","status":"publish","type":"page","link":"https:\/\/heartbrut.com\/de\/kundenservice\/","title":{"rendered":"Bestellung & Lieferung"},"content":{"rendered":"\t\t
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Shipping & Returns<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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SHIPPING INFORMATION <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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HEARTBRUT ships worldwide. Free shipping on all orders over CHF 40. Free shipping limit for orders in \u20ac and $: please check the current rates in the webshop.<\/p>

SHIPPING COSTS DOMESTIC (SWITZERLAND)
1.20 CHF A-Post (Maps & prints up to A5)<\/p>

10 CHF A-Post Signature (Objects up to 2 kg)<\/p>

SHIPPING COSTS EU\/EUROPE
9.00 CHF (Maps & prints up to A5)<\/p>

25.00 CHF (Objects up to 2 kg)<\/p>

SHIPPING COSTS OVERSEAS
17.00 CHF (Maps & prints up to A5)<\/p>

35.00 CHF (Objects up to 2 kg)<\/p>

DELIVERY TIMES\u00a0<\/p>

SWITZERLAND: Please allow us up to 3 business days for delivery\u00a0<\/p>

EUROPE: Please allow us 5-7 business days for delivery<\/p>

REST: Please allow us up to 15 business days for delivery<\/p>

Business days are Mon-Fri, excluding holidays<\/p>

DUTIES & TAXES DOMESTIC (SWITZERLAND)
All duties & taxes are included.<\/p>

DUTIES & TAXES INTERNATIONAL
Your order will be shipped DDU (Delivered Duty Unpaid) and may incur duties, fees and import taxes upon delivery. This charge is ultimately determined by your local customs authority. Payment of these is necessary to release your order from customs. For more information, please consult your local customs office. Please note\u00a0HEARTBRUT cannot take any responsibilities of these charges.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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SECURE PAYMENT <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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All payment options we offer are absolutely secure and have established themselves as leading and trusted payment methods in online trading. All your transactions are encrypted by SSL (secure locker layer).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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PAYMENT METHODS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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ORDER CONFIRMATION & PROCESSING TIMES <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Once your order has been placed, an order confirmation will be sent to the email address provided at checkout. The order confirmation acts as an invoice and includes your order number and all relevant details. If you find any errors on your order confirmation, please contact us immediately.<\/p>

Please allow a standard processing time of up to 2 business days before your order is shipped out. Orders placed after 12:00 noon may be processed the next business day and orders placed over the weekend and on public holidays will be processed the next business day. Please note that processing times may vary during busy periods.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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WHERE IS MY ORDER? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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If your order hasn\u2019t arrived, please remember that our delivery times are estimates, and may vary slightly.<\/p>

International orders can be tracked via the link and number we sent you after your order was shipped.<\/p>

If your order hasn’t arrived within 7 working days of the estimated arrival date (see Shipping Information), please contact us using the contact form below so we can investigate.<\/p>

If your order has been lost in transit, we will contact you immediately to find a solution for you. HEARTBRUT will either send you a replacement or provide you with a voucher in the amount of the original purchase, excluding shipping costs.<\/p>

Please note any complaints received later than 30 days from the date of your original purchase will not be considered.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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MY ORDER HAS ARRIVED DAMAGED <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We are very sorry. Please take photos of the damage, upload them to a file sharing service of your choice and send us the link using the contact form below. Make sure you give us the correct order number. We will contact you to find a suitable solution.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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MY ORDER HAS ARRIVED INCOMPLETE <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We treat every order with the utmost care, so we are very sorry to hear about this. Please document the product received and the enclosed envelope (front, with postage clearly visible) and Thank You note with a file sharing service of your choice and contact us immediately using the contact form below. Don\u2019t forget to include your order number. If we have made a mistake, HEARTBRUT will send you the missing item immediately. Please note that complaints received later than five days after receipt of your order will not be considered.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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RETURNS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Before returning an item, please contact us using the form below. Once your request has successfully met our requirements, we will provide you with the appropriate return address.<\/p>

You may return the product within 14 days of delivery.<\/p>

If the product is unique, signed, numbered or personalised, it cannot be returned. If you have any queries, please contact us before making your purchase.<\/p>

The product must be in new, undamaged condition. It must be returned in the original packaging and, if applicable, the product information card. If the product is damaged or used, it will not be refunded. <\/p>

All shipping charges and customs duties for returns are your responsibility.<\/p>

Please make sure you include your contact details with the return and, if possible, provide us with a tracking number. We recommend that you obtain a receipt and package ID from the delivery service, as this will make it easier to track the return if required. HEARTBRUT will refund eligible returns upon receipt.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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TERMS SHORT <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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  • By ordering any of our products, you agree to be bound by these terms & conditions.<\/li>
  • By placing an order at HEARTBRUT, you warrant that you are at least 18 years old or have parents’ permission to buy from us.<\/li>
  • All personal information you provide us with or that we obtain will be handled by HEARTBRUT as responsible for the personal information.<\/li>
  • Events outside HEARTBRUT\u2019s control shall be considered force majeure.<\/li>
  • The price applicable is that set at the date on which you place your order.<\/li>
  • Shipping costs and payment fees are recognised before confirming the purchase.<\/li>
  • Card information is transmitted over secure SSL encryption and is not stored.<\/li>
  • Please note that local charges may occur.<\/li>
  • HEARTBRUT reserves the right to amend any information without prior notice.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t
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    TERMS FULL <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    The following paragraphs contain our terms & return policy. Please read these terms & conditions carefully before ordering any products from us. You should understand that by ordering any of our products, you agree to be bound by these terms & conditions.<\/p>

    By placing an order at HEARTBRUT, you warrant that you are at least 18 years old (or have parents’ permission to buy from us) and accept these terms & conditions which shall apply to all orders placed or to be placed at HEARTBRUT for the sale and supply of any products. None of these terms & conditions affect your statutory rights. No other terms or changes to the terms & conditions shall be binding unless agreed in writing signed by us.<\/p>

    Personal Information
    All personal information you provide us with or that we obtain will be handled by HEARTBRUT as responsible for the personal information. The personal information you provide will be used to ensure deliveries to you, the credit assessment, to provide offers and information on our catalog to you. The information you provide is only available to HEARTBRUT and will not be shared with other third parties. You have the right to inspect the information held about you. You always have the right to request us to delete or correct the information held about you. By accepting the HEARTBRUT Conditions, you agree to the above.<\/p>

    Force Majeure
    Events outside HEARTBRUT’s control, which is not reasonably foreseeable, shall be considered force majeure, meaning that we are released from our obligations to fulfill contractual agreements. Example of such events are government action or omission, new or amended legislation, conflict, embargo, fire or flood, sabotage, accident, war, natural disasters, strikes or lack of delivery from suppliers. The force majeure also includes government decisions that affect the market negatively and products, for example, restrictions, warnings, ban, etc.<\/p>

    Payment
    All products remain our property until full payment is made. The price applicable is that set at the date on which you place your order. Shipping costs and payment fees are recognised before confirming the purchase. If you are under 18 years old you must have parents’ permission to buy from HEARTBRUT.
    All transfers conducted through us are handled and transacted through third party dedicated gateways to guarantee your protection. Card information is not stored and all card information is handled over SSL encryption. Please read the terms & conditions for the payment gateway choosen for the transaction as they are responsible for the transactions made.<\/p>

    Local Taxes
    Please note that local charges (sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customers own expense.<\/p>

    Additional Information
    HEARTBRUT reserves the right to amend any information, including but not limited to prices, technical specifications, terms of purchase and product offerings without prior notice. At the event of when a product is sold out, we have the right to cancel the order and refund any amount paid in the best way. We shall also notify the customer of equivalent replacement products if available.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    PRODUCTS & SUSTAINABILITY<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    MAPS & CARDS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Our CARTE BRUTE folding maps are printed in Switzerland.<\/p>

    Our cards are printed in London, come in small runs and are printed on super strong and sturdy 350 gsm paper. You’ll love their sumptuously soft touch finish.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    MUGS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Our mugs are generally dishwasher and microswafw safe. However, frequent washing in the dishwasher may cause the image to fade or peel over time. To help the print last longer, we recommend washing the mug by hand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    SUSTAINABILITY <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t\t<\/polygon><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    We champion responsible production.\u00a0Whenever possible, we use planet-friendly materials and standards, such as FSC.<\/p>

    We aim to offer products that are easy to love and hard to throw away.<\/p>

    HEARTBRUT do their A to B’s mostly by public transport, bike or on foot.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    CONTACT FORM<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    We love to help you. Just drop us a line.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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