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My Swisscom E-Mail myCloud TV Network & Outages Find a shop Contact

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

I haven’t received my delivery – what can I do?

Why is my delivery late?

What if I am not at home when the item is delivered?

Why can I not arrange for my mobile phone to be delivered to another address?

When will my router, TV-Box etc. be delivered?

Where do I find my delivery note and guarantee certificate?

Returning old devices

How do I return my old Internet-Box?

Do I have to return my old TV-Box?

I no longer require my Internet-Booster. What do I do?

I had the value of my old mobile phone credited when I bought a new one (buyback). What do I do?

Can I dispose of my old device myself?

How can I reset my device before returning it to Swisscom?

Sending back returns

Päckli Punkt

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 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.


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.


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 service, which is provided to you free of charge.


How it works:


  1. Download the return slip from My Swisscom.
  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.

"Take me back"

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.



Do you have questions concerning our products?

We will help you via telephone or chat.

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