Delivery policy

Delivery areas

We deliver directly to Switzerland and the European Union. All orders are shipped from Switzerland: by Swiss Post or Planzer for deliveries within Switzerland, and by FedEx for deliveries to the European Union.

For any order to a country outside Switzerland and the European Union, the customer must contact SCIOLA IMPORT SARL directly before placing the order. We will assess on a case-by-case basis whether delivery is possible, the available means of transport, the shipping costs and any export formalities.

For international deliveries, any customs duties, import taxes, local VAT, customs clearance fees and other taxes or charges applicable in the destination country are borne by the customer, unless otherwise agreed in writing.

Some products may be subject to availability or distribution restrictions depending on the market. In particular, the TrolMaster range is reserved for the Swiss market.

Lead times

Products in stock are dispatched within five (5) business days. Where manufacturing or restocking is required, a lead time of approximately sixty (60) days may apply; you will be informed of it. Delivery times are indicative and run from dispatch.

Transport then takes one (1) to two (2) business days within Switzerland, and five (5) to seven (7) business days to the European Union. For projects, lead times are set out in the offer.

Delivery charges

Delivery is free for private customers on orders delivered within Switzerland, regardless of the order value, unless otherwise stated at the time of ordering.

For business customers in Switzerland, the prices shown exclude VAT. Delivery charges are calculated on the basis of the total weight and/or volume of the shipment, including packaging. For orders placed on our website, these charges are calculated automatically and displayed before the order is finally confirmed.

For deliveries to the European Union, transport costs are calculated according to the destination, the weight and volume of the shipment and the carrier’s applicable rates. Where they can be determined when ordering online, they are shown in the order summary before payment.

Projects, special orders and factory orders

For projects, special orders, custom manufacturing or orders requiring specific production at our factories, SCIOLA IMPORT SARL may quote ex-works prices, excluding transport, insurance, customs duties, VAT, import taxes, customs clearance fees and other costs relating to the carriage of the goods, unless otherwise stated in writing in the offer or contract.

Where transport costs are communicated to the customer before manufacture or dispatch, they may be an estimate based on the rates available at the time the offer was drawn up.

Owing in particular to manufacturing lead times and possible changes in freight, fuel, international transport, insurance or other logistics rates, the actual cost of transport may change between the order date and the dispatch date.

If the actual cost of transport at the time of dispatch exceeds the amount initially estimated, the difference is payable by the customer. Conversely, where SCIOLA IMPORT SARL invoices transport on the basis of its actual cost and that cost is lower than the estimate invoiced, the difference is adjusted in the customer’s favour.

A reasonable and justified increase in transport costs beyond the control of SCIOLA IMPORT SARL does not constitute grounds for cancelling an order whose manufacture or procurement has already begun, subject to applicable mandatory statutory provisions.

The goods may be held back until any transport costs, taxes, duties or other amounts still owed by the customer have been paid prior to dispatch.

Taxes and customs duties

For Switzerland, orders are shipped from our Swiss stock, with no customs formalities. Prices are entered excluding VAT and Swiss VAT at 8.1% is added at payment, on both the products and the delivery charges. It is shown on your invoice.

For the European Union, orders are shipped from Switzerland and constitute an import. Prices are shown excluding VAT. If you order as a private customer, we bear the import VAT and any customs duties: you have nothing to pay on delivery. If you order as a business, the import VAT, any customs duties and the customs clearance fees of the country of delivery are payable by you and are paid to the carrier on delivery.

Tracking and receipt

A tracking number is sent to you when your order is dispatched. On receipt, check the condition of the parcel: any transport damage must be reported immediately to the carrier and brought to our attention without delay (see T&Cs, section 8).