Order, delivery and returns

Would you like to track or cancel your Swisscom order or return material and old devices? On this page you will find all information about the order status, the return address and returns.

Track order status
Questions about delivery
Returns
Resetting your device

Track order status

Find out when your order will be delivered:

You will find the order status at any time in My Swisscom

Find out more and exchange ideas with other customers in the Swisscom Community.

Do you want to cancel your order? Contact us.

Questions about 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 the status is “Delivered”, please contact Swiss Post directly. There is nothing we can do in this case.

If you have any further questions, please contact us.

How long do I have to wait for delivery?

If the item you ordered is marked “Available for delivery” but you have not received it, even after several weeks, please contact us.

What happens if I am not at home when the delivery is made?

If you miss your delivery, the postal service will leave a collection note(opens in new tab). You can take this note to the post office to collect your package or request a redelivery.

Can I have the order delivered to a different address?

You can ask for your order to be delivered to an address of your choice. However, if you have purchased a mobile phone and concluded a new contract, we can, for legal reasons, only deliver it to the address stated in the contract. You must also be at home to receive the package and sign the contract yourself.

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. For more details, please see your order confirmation or check 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?

Delivery notes and guarantee certificates for your orders can be viewed at any time in My Swisscom(opens in new tab).

Returns

Here you will find the returns addresses and instructions on how to return material to Swisscom.

Can I return an order?

You can return the ordered item within 14 days in the sealed and unopened original packaging free of charge.free of charge.

If the device was part of a promotion and the conditions of the promotion excluded the return of the device, it is not possible to return it, even if the device is still unopened and sealed.

Go to My Swisscom(opens in new tab) to find the return slip. This will also contain an address label.
Print out the return slip and the address label.
Place the return slip with the devices in the original packaging.
Stick the address label to the package.
Take the package to the post office, drop it off at any of the over 800 “Päckli Punkt” locations(opens in new tab) or use pick@home(opens in new tab) to arrange a collection from your home.

Can I return defective hardware?

You can return defective hardware to us within 14 days. It is important that you return the defective hardware in its original packaging, including all accessories. We will then contact you if we have any queries.

How do I get money for my old cell phone?

With Swisscom Buyback, you can return your used smartphone or tablet and receive a credit note. This is how it works:

In My Swisscom(opens in new tab), find the document entitled “Delivery_slip_Buyback.pdf”.
Print the document with the return slip and address label.
Place the return slip and your old mobile phone in a box (original packaging not required).
Stick the address label to the box.
Take the package to the post office, drop it off at any of the over 800 “Päckli Punkt” locations(opens in new tab) or use pick@home(opens in new tab) to arrange a collection from your home.

How does the "Take me back" sticker for returns work?

Place the faulty device in a box (original packaging not required).
Stick the “Take me back” label to the box.
Follow the instructions on the label.
Swiss Post will collect the package from your home, free of charge.

How can I return old appliances and materials?

Place the items in a box or paper bag. (You do not need the original packaging or an address label.)
Drop the package off, free of charge, at a Swisscom Shop or at any of the over 800 “Päckli Punkt” locations(opens in new tab).