You can check the status of your Online Shop device and accessory orders i.e. iPhone 11, 11 Pro & 11 Pro Max, order history, amendments to contracts and subscription changes via the link in the order confirmation e-mail or in the Customer Center using your Swisscom login:
As soon as your order has been dispatched, you will also receive an e-mail with the consignment number. You will then be able to use this number to track the delivery.
Depending on availability, we will send your accessories or device without subscription to your home free of charge within a few days. Orders are shipped to addresses in Switzerland and Liechtenstein by the postal service. You can also collect your product from your local Swisscom Shop.
Once you have completed your purchase, you can pay for your order by credit card, Twint, PostFinance Card or Swisscom voucher. Please contact us if you wish to cancel or amend your order.
Swisscom offers a money-back guarantee on all purchases. Should a product fail to meet your expectations, simply return it within 14 days together with the original packaging and enclosed return slip. Returns are free of charge.
If you receive a faulty item, please return the ordered product as soon as possible using the enclosed 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.
The purchase of a prepaid mobile phone requires registration in person with a valid passport or ID card. For this reason, it is only possible to reserve your mobile at the Swisscom Shop and collect it from there within 5 days.
If you have purchased a discounted mobile when taking out a new Swisscom subscription or extending your contract, we will send it to you, if available, within a few days. For safety reasons, the SIM will be sent separately.
For legal reasons, minors require the consent of a legal representative, in the form of a signature, when taking out a contract. However, it is possible to reserve the desired device via the Online Shop. When doing so, please specify the Swisscom Shop of your choice and you will be able to collect the mobile from there within 5 days in the company of the legal representative. A contract extension may be taken out by those over the age of 16 independently without the consent of a legal representative.
You can find out when you can extend your contract in the Customer Center: Log in and click on the mobile subscription you wish to extend. Or click on the desired device direct in the Online Shop and, at the time of purchasing, under "Subscription", click "Extend contract".
When switching to Swisscom, it is important that you do not cancel your contract with the other provider yourself. If you do not wish to observe your current provider's term of contract and the number is prepaid, porting to Swisscom will take approximately one week. Otherwise, the number will be ported at the end of the contract or termination notice. Residential customers will find more information here, business customers should contact us directly.
If you order a fixed network, Internet or Swisscom TV subscription, it will take at least 1-2 weeks before the service is active. You should therefore order your subscription as early as possible. Once we have received your order, we will send you a letter, e-mail or SMS message depending on your preference stating the planned activation date.
You may hold onto your router as it is your property. However, should you no longer have any need for it, you can return it to the Swisscom Shop or post it back to Swisscom. Depending on the model and condition of the router, it will then either be refurbished for future use as a replacement device or properly disposed of. We will of course delete all of your customer data.
It depends which model of Swisscom TV-Box you have. If you have a "Swisscom TV" or "Swisscom TV-Box 2.0", it must be returned to Swisscom. To do this, you can either return the TV-Box to a Swisscom Shop or post it back. If it is a "Swisscom TV-Box UHD", you may hold onto it as it is your property. However, should you no longer have any need for it, you can also return it to a Swisscom Shop or post it back to Swisscom.