Order, delivery and returns
Would you like to track or cancel your Swisscom order, or return devices and equipment? Here you will find information about order status, delivery, collection and returns.
Track order status
Find out when your order will be delivered:
You can find the current status of your order in My Swisscom.
Discover the world of Apple: smartphones, headphones, smartwatches, mobile phone cases and more.
Would you like to cancel your order? Contact us.
Delivery
Here you will find answers to the most frequently asked questions about the delivery of your order.
I have not received my order. What can I do?
Check the current order status(opens in new tab) in My Swisscom. If it says “Delivery completed”, contact Swiss Post directly.
If you have any further questions, please contact us.
How long do I have to wait for delivery?
Was your ordered product shown as “available”, but you still have not received it after several weeks?
Does Swisscom also deliver abroad?
Swisscom only delivers to addresses in Switzerland.
When will I receive the WLAN-Box, Internet-Box and TV-Box?
You will receive your device in good time before your activation date. You can find the exact delivery date in your order confirmation or in My Swisscom(opens in new tab).
If you move house, we will deliver your order to your old address, unless you notify us otherwise.
Where can I find the delivery bill and warranty certificate?
You can find the delivery notes and warranty certificates for your online orders in My Swisscom(opens in new tab) at any time.
Collection from a Shop
How does collection from a Shop work?
When placing your online order, select “Collection from a Shop” and choose a Swisscom Shop where your device is available. Once the order and payment are complete, the device will be reserved for you there.
How can I tell whether a device is available in a Shop?
On the product page, you can check whether the device you want is available at a specific Swisscom Shop. During the order process, select the Shop where you would like to collect your device.
When can I collect my device?
After placing your order, you will receive a confirmation and a collection slip with a QR code. As soon as you receive the collection slip, you can collect your device.
What do I need to bring when collecting my device?
Bring your collection slip with the QR code, either digitally or printed, and a valid form of identification. At the Shop, we will scan the QR code and verify your identity.
How long will my device be reserved for me?
Your device will be reserved for you for a limited time. If you do not collect it within this period, the reservation will be cancelled automatically and any payment already made will be refunded.
Can someone else collect my device for me?
No. Only the person who ordered the device can collect it. At the Shop, we will briefly verify your identity.
Can I buy other products at the Shop?
Yes. When you pick up your device at the store, you can also purchase accessories or
additional services directly on site if required.
Returns
Find out how to return orders, devices and equipment to Swisscom.
Can I return an order?
You can return the ordered item within 14 days in its sealed and unopened original packaging. In this case, include the return slip in the parcel.
If the device was supplied as part of a promotion and the promotion terms exclude device returns, it cannot be returned. This also applies if the device is still unopened and sealed.
- In My Swisscom(opens in new tab) go to the return slip. It also includes an address label.
- Print the return slip and address label.
- Place the return slip and the devices in the original packaging.
- Attach the address label to the parcel.
- Return the parcel for a fee by Swiss Post or pick@home(opens in new tab). Alternatively, you can drop it off free of charge at a Swisscom Shop.
How can I return old appliances and materials?
- Place the equipment in a box or paper bag. You do not need the original packaging or an address label.
- Drop off the equipment free of charge at a Swisscom Shop.
Reset a device
We automatically reset old devices after receiving them. If you would like to reset your device yourself, follow the relevant instructions.
Internet-Box
- Connect the router to the power supply and switch it on.
- Wait until the light flashes red.
- Use a paper clip to press and hold the Reset button for 1 second.
- The reset is complete once the light stops flashing white.
Centro Business
- Connect the device to the power supply and switch it on.
- Wait until the Power LED turns on.
- Use a paper clip to press and hold the Reset button for 10 seconds.
- The reset is complete once the Power LED turns off.
TV-Box
- Switch on blue TV.
- Go to the main menu (button with a little house icon).
- Select Settings at the top left (cogwheel icon).
- Go to the “System” tab.
- Select “Reset TV-Box”.
Smartphone
Choose your support option
Manage in My Swisscom
Manage your products, services and data directly in your account.
Arrange a callback
Choose a time slot and get support from a specialist over the phone.
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