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.
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
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 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.
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 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 entitled "Swisscom Buyback – Info.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.
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.