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FAQ

WHERE IS MY ORDER AND WHEN WILL I GET IT?

As soon as your order is processed (usually within 1 business day), we will send you your tracking number in a shipment confirmation email. Please check your spam folder if you did not receive it. Find out about your order’s progress and expected delivery date on www.fedex.com.

If you need to change the address or delivery date, please contact FedEx and submit your tracking number.

Europe:
Toll Free Telephone: 0800 123 800
atmaster@fedex.com

International:
Toll Free Telephone: 1 800 463 3339

WHAT WARRANTY DO I GET WITH MY PRODUCT?

All the people involved in making your Qwstion product do their best to ensure it will be a companion that you can rely on everyday and will go the extra mile for you.

To make sure we are helping customers who invest in the original, we ask for proof that it was bought directly from our stores or one of our trusted official stockists.

Our warranty does not cover damage caused by inappropriate use. For further details check our general terms and conditions page sections F and I.

WHAT IS YOUR RETURNS POLICY, AND HOW DO I RETURN AN INCORRECT, DEFECTIVE OR DAMAGED ITEM?

We welcome returns within 30 days of purchase for new items that are unused, unworn and undamaged. These must be in their original packaging, with all tags attached. Please contact returns@qwstion.com. Your email should include your order number in the subject line and reason for the return.

For warranty claims, please make sure to include a picture of the claimed defect, a picture showing the entire item and a picture of the tag located inside your bag, as well as proof of purchase (receipt, invoice etc.) in digital format.

If your claim is accepted, customer service will provide you with a return number, so you can send your item back. We advise you to use a traceable carrier service. QWSTION is not liable for returns sent without registered mail options.

CAN I CHANGE MY ORDER?

Unfortunately, it is not possible to change your order once it has been processed and sent. Thank you for your understanding.

WHAT ARE MY PAYMENT OPTIONS?

We accept VISA, MASTERCARD, JCB and AMERICAN EXPRESS. You can also choose to pay via PAYPAL. Your payment data is secured by WIRECARD, the leading payment provider. Your transactions are encrypted via secure socket layer (ssl).

HOW MUCH ARE THE SHIPPING COSTS?

The shipping costs within Switzerland, the EU, USA, Canada, Australia, the UK and to Japan are free for orders above: EUR 100 / CHF 110 / USD 115 / CAD 150 / AUD 150 / GBP 100 / JPY 15'000. Shipping costs to other countries not listed above are free for orders above €100.

Shipping costs for orders under the above mentioned amounts are as follows:
Japan – JPY 2,500
Europe – EUR 10
International – EUR 20
Switzerland – CHF 10
Canada – CAD 25
USA – USD 20
Australia – AUD 30
United Kingdom – GBP 10

How long do I usually need to wait for my shipment to arrive?

All shipments are done with FedEx and a tracking number will be automatically sent to you once the order leaves our warehouse.

EUROPE:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 17th for standard shipping
on Dec. 20th for priority shipping

REGULAR SHIPMENT TIMES:
2-5 days for standard shipping
1-2 days for priority shipping


INTERNATIONAL:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 14th for standard shipping
on Dec. 19th for priority shipping

REGULAR SHIPMENT TIMES:
5-6 days for standard shipping 3 days for priority shipping


SWITZERLAND:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 17th for standard shipping
on Dec. 21st for priority shipping

REGULAR SHIPMENT TIMES:
3-5 days for standard shipping
1 day for priority shipping


USA:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 17th for standard shipping
on Dec. 20th for priority shipping

REGULAR SHIPMENT TIMES:
3-5 days for standard shipping
2 days for priority shipping


CANADA:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 17th for standard shipping
on Dec. 20th for priority shipping

REGULAR SHIPMENT TIMES:
3-4 days for standard shipping
2 days for priority shipping


AUSTRALIA:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 14th for standard shipping
on Dec. 19th for priority shipping

REGULAR SHIPMENT TIMES:
5-6 days for standard shipping
3 days for priority shipping


JAPAN:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 17th for standard shipping
on Dec. 20th for priority shipping

REGULAR SHIPMENT TIMES:
4-5 days for standard shipping
2 days for priority shipping


UK:
CHRISTMAS DELIVERY GUARANTEED:
orders must be placed before noon(CET)
on Dec. 18th for standard shipping
on Dec. 21st for priority shipping

REGULAR SHIPMENT TIMES:
2-4 days for standard shipping
1 day for priority shipping

HOW ABOUT DUTIES AND TAXES?

Please note that shipments which are outside European Union, Switzerland, USA, Canada, Australia or Japan may be subject to import duties and taxes. These are charged once the parcel reaches its destination country and must be paid by the recipient of the parcel.

Unfortunately we have no control over these charges and cannot predict what they may be, as customs policies and import duties vary widely from country to country.

HOW DO I REACH CUSTOMER SERVICE?

Just drop customer service a line: onlineshop@qwstion.com. Or give us a call on: 0041 78 620 52 51. We will get back to you within 24 hours anytime between Monday and Friday.

CAN I PURCHASE QWSTION PRODUCTS OUTSIDE THE ONLINE SHOP?

You can find the list of partners selling QWSTION products under STORES.

CAN I WASH MY QWSTION BAG?

If needed, hand wash your QWSTION item using a soft cloth and lukewarm water. Air dry thoroughly, leather and metal parts should be washed and dried extra carefully. Do not machine wash or tumble dry. QWSTION products are warranted to be free from manufacturing defects for two years from original date of purchase. This applies when used for the purpose intended and under normal conditions.

CHRISTMAS DELIVERY GUARANTEED: For all orders placed before noon (European time) on Dec. 17th (standard shipping) or Dec. 20th (priority shipping).
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