My order & return

On this page:
Find information about your order and delivery here with details of the options if you want to return goods to Swisscom free of charge.

Track order status

You can check the status of your order as well as contract and subscription changes in the order confirmation e-mail or in My Swisscom (Customer Center). As soon as we have dispatched your order, you can also track the shipment in My Swisscom.

Returning orders

If an ordered item is faulty or does not meet your requirements, you can return it within 14 days free of charge. Place the article in the original packaging. In My Swisscom, you will find the return slip with the label for returning an order. Print out the document – then stick the label to the package and place the return slip inside. Example return slip

Delivery information

Check the status of your order(opens in new tab). If it says "Delivered”, the fault lies with the postal service and we ask that you follow up with them. Otherwise, get in touch with us.

Sometimes, technical problems arise whereby the system indicates that a device or accessory is available when in reality it is out of stock. In this rare case, no order is triggered. Please contact us if your product fails to arrive after several weeks despite the status having been “available”. If you change your mind after taking delivery of the product, for example if it had been intended as a gift, you can take advantage of the 14-day money-back guarantee.

If you are not available to receive the package at the time of delivery, the postal service will leave you a collection slip. You will then need to collect the package from the post office within the time period specified or arrange a suitable alternative(opens in new tab) with the postal service. This does not apply if you are taking delivery of a mobile phone for which a new contract was arranged at the time of purchase. In this case, the contracting party must take delivery of the package in person and sign the subscription contract at the same time.

If you have purchased a mobile with a new contract, we have to send the device to the contract address. You must then take delivery of the package in person and sign the subscription contract at the same time.

After placing your order or notifying us of your move, we will send you an order confirmation containing the planned activation date. We will send you the ordered devices (router, TV box etc.) four days prior to this date. We typically send the items to your old address, unless you specifically request delivery to your new address.

The delivery note and guarantee certificate are available online in My Swisscom(opens in new tab).

Returning old devices

Do you have an old Internet-Box that you no longer use? Instead of disposing of it yourself, please send it back to Swisscom free of charge.

Depending on the model and condition of the Internet-Box, it will either be refurbished as a replacement device for another customer or we will dispose of it appropriately. We will of course delete all of your customer data.

If you have a TV-Box (UHD) that you no longer need, you can dispose of it yourself or return it to Swisscom. Swisscom can refurbish the TV-Box and give it to another customer as a replacement device

You can also send back your old TV-Box (HD), return it to a Swisscom Shop or recycle it through an appropriate electronic waste recycling centre.

If you are not using your Internet-Booster or no longer require it, please return it to Swisscom. 

This will give someone else the chance to enjoy faster Internet at home.

If you have used Buyback to transfer the value of your old mobile phone towards the purchase of a new smartphone, you will find a return slip in My Swisscom(opens in new tab) entitled "Delivery_slip_Buyback.pdf". Please print out the document with the label and return to us together with your old mobile phone.

Yes, you can dispose of your old devices yourself in special waste collections. However, in the interests of sustainability, we recommend that you return devices to Swisscom for refurbishment or appropriate disposal.

Your device is always immediately reset once Swisscom receives it. Proceed as follows to delete the device’s data yourself:

  1. Connect the old device to the power supply and switch it on.
  2. Wait until the LED flashes red.
  3. Press the reset button with a paper clip for one second.
  4. Reset is complete as soon as the LED no longer flashes white.
  1. Connect the old device to the power supply and switch it on.
  2. Wait until the Power LED lights up.
  3. Press the reset button with a paper clip for ten seconds.
  4. Reset is complete as soon as the LED light is no longer on.
  1. Switch blue TV on and go the main menu (little house button)
  2. Select the cogwheel top left.
  3. Select the "System" tab.
  4. Select “Reset TV-Box”.

Follow your device instructions(opens in new tab) to reset your mobile phone to factory settings and to delete all data.

The Swisscom magazine(opens in new tab) contains helpful tips about this.

Sending back returns

Items that you have ordered or devices you no longer use can be returned free of charge at one of over 800 Päckli Punkt locations(opens in new tab) in Switzerland.

  1. Older devices should be placed in a box or paper bag (you do not need the original packaging or address label).
  2. Ordered products should be returned in their original packaging using the appropriate return label.
  3. Take the package to one of the Päckli Punkt locations in your area.
  4. The device will be accepted free of charge and a receipt provided.
  5. You can track the return by entering the package number (printed on the receipt) in the Päckli Punkt tracker(opens in new tab).

You can send your order back by post for free. You will find a return slip for any recently ordered articles in My Swisscom Customer Center. 

  1. Place the article in its original packaging with the appropriate return label. If you cannot find the document you require for an older device, please return via a Päckli Punkt without an address label.
  2. Take the package to the post office.
  3. You do not pay postage for the returned item.
  4. Obtain a receipt for the return.

If Swisscom is replacing your device or requests that you return a device, there is a “Take me back” return sticker with the package.

  1. Place the faulty device in a package to return it (original packaging not required).
  2. Attach the return label. Follow the instructions on the label.
  3. Your postman will take the package free of charge with the next delivery.

Would you like us to collect your returns from your home or another address, such as your office? Then use the postal service’s pick@home(opens in new tab) service, which is provided to you free of charge.

How it works:

  1. Download the return slip from My Swisscom(opens in new tab).
  2. Enter the pick-up address in the link above.
  3. Enter all the personal data required.
  4. Select the desired pick-up date.
  5. Enter the consignment number from the return label.
  6. Submit the order.
  7. We will send you an order confirmation by e-mail or SMS.
  8. Cut out the return label, stick it to the package and enclose the return slip with the package.

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Contact

Do you have questions concerning our products?
We will help you via telephone or chat.