Frequently asked questions

CUSTOMER ACCOUNT

What is the difference between the web sites BG Outlet and BG Online Shop?

BG Online Shop and BG Outlet are the property of Bongénie Grieder. BG Online Shop proposes a selection of the products to be found in our stores at the same prices, possible exceptions are specified. BG Outlet proposes a variety of products which are only available online. The products come from former collections from our Bongénie Grieder stores. These products are available between 60% and 70% off the initial price. During our flash sales, a selection of items is available 80% off.

How to create an account on BG Online Shop?

You can create your account by clicking on the icon (My Account) at the top right of your screen.
All you need to do is enter your e-mail address under “Create your Account”, then complete and validate the form “Personal Information”. You will receive an e-mail confirming the creation of your account.
It is also possible to create your account the moment you place your order.
Should you encounter any difficulties creating your account, please do not hesitate to contact our customer service.

Why do I need an account?

Your personal account on the website BG Online Shop is necessary to ensure the correct treatment of your orders.
Thanks to this account, you have the possibility to check the status of your order, to find and download your invoices, to register a return and track it, etc.
YYou can use the same credentials on our website BG Outlet under the address outlet.bongenie-grieder.ch.

How can I change personal information on my account?

Once connected to the site, you can change personal information by clicking on the icon (My Account) at the top right of your screen. Accede to your personal space, and go to the section “My personal information”.

I forgot my password, what should I do?

If you don’t remember your password, simply click on the icon (My Account) and on the link "Password forgotten"? when asked to “Sign in”. We will then send an e-mail to the address used when creating your account to reset your password.

How to sign in?

To sign in, simply click on the icon (My Account) at the top right of your screen.
Indicate your e-mail address and your password and click on the button “SIGN IN”.

What happens to the personal information on my account?

We believe that data protection and the respect of our customers’ private sphere are essential.
The information on your account on BG Online Shop are exclusively used in the context of your business relation with Bongénie Grieder. The information will neither be shared with third parties nor sold.
We follow the code of ethics of remote trading established by the Swiss association of mail order (ASVPC). Your bank information is never in our possession, as all bank transactions are performed by our payment partners in a totally secure manner.

Article

How can I find an item?

There are several ways to find an item on our website.
You dispose of a search engine at the right side of the logo. Simply enter the brand, the type or the Bongénie Grieder's reference of the article you are looking for.
You can also browse our worlds and categories, and use our filters (colours, sizes and price) on the left of your screen to refine your search.

Why is an article no longer available on the website?

If the article you were looking for is no longer on the website www.bongenie-grieder.ch, it is actually no longer available.

How is it possible that an item is available in store, but not on the website?

Our online shop only proposes a selection of brands and articles available in our stores.

How can I find out if an article is available in store?

To find out if an article of our website is available in one of our stores, simply go to the article and choose your size. Right below the button “ADD TO SHOPPING BAG”, you will see the stores where the article can be found in the section “AVAILABLE IN OUR STORES”.

What to do if an article is damaged or defective?

The Bongénie Grieder Online Shop team pays close attention to defects, stains or imperfections an article could have. If the received article is not to your entire satisfaction, please contact our team by phone (0800 245 245).

Orders

How do I place an order?

Once you have found the article you were looking for, all you need to do is choose the size and add it to the bag. To finalize your order, simply click on “View Shopping Bag” or click on the icon , then sign in.
If you have created an account on the websites bongenie-grieder.ch or outlet.bongenie-grieder.ch, simply sign in with your username and password under “Already registered?”.
If you don’t have an account yet, register by entering your e-mail address under “Create your account”, and then follow the instructions step by step. Once the personal information completed, simply indicate the delivery and payment information.

How do I know if my order was taken into account?

Once the payment made, a page confirming your payment will open. You will also receive an e-mail with an overview of your order.
You can also find all your placed and validated orders in the section “Order History” available in your space “My Account”.

Can I track my order?

In your space “My Account” section “Order History”, you will find all your orders and their related status. We will update the status according to the logistic treatment.

Can I change my order?

Once the payment made, it is no longer possible to change an order. However, you can place a new order if you forgot an article, or cancel your order if the wrong article was ordered.

How to cancel my order?

The cancellation of an order is only possible if the order has not been shipped yet.
To do so, contact our customer service as soon as possible by phone (0800 245 245) to find out if the order is shipped or not. Our team will also register your cancellation.
If the order has been shipped, you can return the article within 10 days maximum.

Payment

Which payment methods are available?
The following payment methods are proposed by Bongénie Grieder:
  • Visa
  • MasterCard
  • American Express
  • Postcard
  • Bongénie Grieder credit card
  • Bongénie Grieder gift card
Is it possible to pay by instalments?

A payment by instalments is not possible.

Are these secure payment methods?

The payment methods used on our BG Online Shop are entirely secure.
We and our payment partners use encrypted and totally secure transmission and payment methods.
Furthermore, Bongénie Grieder does not store any information concerning your payment.

When and where can I find my invoice?

Once your order is shipped, your invoice is available in your space “My Account” in the section “Order History”.

How can I use a gift card?

You can pay your Bongénie Grieder or BG Outlet orders entirely or partially with gift cards issued by the following stores: Bongénie Grieder, Max Mara, Hofstetter and Buzzano.
All you need to do is enter the number of the card in the field “I have a gift card” when selecting the payment method.

My promotion code doesn’t work, what should I do?

If you have received a Bongénie Grieder promotion code, you can indicate it in the field “Promotion Code” before clicking on “OK”.
If the entered code is not recognized, please enter the code again, making sure that upper and lower case letters are correctly indicated. If the code is expired or wrong, a message will appear accordingly.

Bongénie Grieder card

Is my Bongénie Grieder card transferable?

The Bongénie Grieder card is personal and non-transferable.

Can I use my Bongénie Grieder card on BG Online Shop?

You can use your Bongénie Grieder cards on the websites www.bongenie-grieder.ch and www.outlet.bongenie-grieder.ch.
Adagio card holders can register the card information when creating an online account, or add the said information afterwards under “My Account” and “My personal information”. Bongénie Grieder credit card holders should also register the card on their online account.

Why did I receive a new Bongénie Grieder card?

Every card is valid for 3 years and features the corresponding validity date. We will send you a new card automatically 1 month before the end of its validity. Don’t forget to update the card information on your Bongénie Grieder online account under “My Account” and “My personal information”.

Where can I collect points with my Bongénie Grieder card?

You can collect points on all purchases made in Switzerland in the stores Bongénie Grieder, Max Mara, Hofstetter and Buzzano.
You also collect points on the websites www.bongenie-grieder.ch and www.outlet.bongenie-grieder.ch.

How do I collect points, and how many?

You will collect points with each payment in our stores or our BG online shops. However, to be able to collect your points, you need to register the Bongénie Grieder Adagio card information under “My Account” and “My personal information”.

You collect 0.5 points per 1 CHF for payments by credit card (Visa, MasterCard, American Express).
You collect 1 point per 1 CHF cash or debit cards payments (Maestro, Postcard).

When and how can I use my points?

Each time you have collected 3000 points, you will receive a credited bonus card. The card works the same way a gift card would.

You can use this card in all Bongénie Grieder, Max Mara, Hofstetter and Buzzano boutiques or on our online shops www.outlet.bongenie-grieder.ch and www.bongenie-grieder.ch indicating the card number in the field “I HAVE A GIFT CARD”. Your credit is available for 18 months.

Reminder:
Bongénie Grieder credit card holders collect points on a yearly basis from the 1st of January to the 31st of December of the current year. After this period, the collected points are no longer available.
Adagio card holders receive a 120 CHF bonus card per 3000 points.

What happens to my points if I return an article?

If you have used an Adagio card for your purchase and return an article for refund, the collected points will be deduced.

If you return an article you bought with a credited bonus card, we will issue a new card.

I can’t pay with my Bongénie Grieder card, what should I do?

In case of payment by Bongénie Grieder credit card, if the code is not recognised, we kindly ask you to repeat the operation by checking all indicated numbers. Please also check the validity date, and change your card information under “My Account” and “My personal information” if needed. Should the card still not work, please contact our customer service.

SHIPPING

What countries do you ship to?

We propose deliveries to Switzerland and Liechtenstein only. For the moment, orders outside this zone cannot be processed for legal reasons.

Which delivery methods are used?

All our deliveries are sent by post. For orders over CHF 800, the parcel is tracked.

When will the parcel be delivered?

The delivery will take place within 1 to 5 working days.

How much does the delivery cost?

The shipping of orders placed on BG Online Shop is free of charge.

How can I track the delivery of my parcel?

As soon as your order leaves our warehouse and during the whole process of delivery, you can instantly track the delivery thanks to the link you will receive by mail.
You can consult this information on the website https://www.poste.ch/ thanks to the tracking number indicated in your space “My Account” in the section “Order History”.

What happens if I’m not at home when my order arrives?

In case of absence, the delivery person in charge will either put your parcel into your letterbox or will leave a delivery notification. According to the geographical zone, you can then either reprogram the shipping or fetch the parcel in the post office indicated on the notification.

What to do if my parcel is damaged?

Bongénie Grieder’s Online Shop team prepares your orders with the greatest care. Should you receive a damaged or opened parcel, please register your claim with the Swiss Post. If your order is incomplete, please contact our customer service as soon as possible by phone: 0800 245 245.

Returns and exchanges

How to return an article?

To return an item, simply register your return in your space “My Account” in the section “My Orders”, or click on this link. You have the possibility to either return the item in one of our stores or by post.

In-store
We accept returns of articles purchased on BG Online Shop free of charge in all our Bongénie Grieder stores within opening hours. Please print your return voucher and hand it to our team in store. In our store, our team will then control the quality of the article.

By Swiss post
You can choose to return the article(s) by post at your own expense. Please print your return form and slip it into your parcel. Please use the box you received the order in. The return address is indicated on the return form. At reception of your return, our team will control the quality of the article.

How much time do I have to return an article?

You can return unworn articles within 10 days.

How will I be refunded?

Once the return received and the quality controlled by our team, we will refund your order. If you made your payment by credit card, the same card will be credited.
To accelerate the refund process, please register your return using your space “My Account” and the section “My Returns”.

Can I exchange my order?

It is not possible to exchange an article or an order. However, you can return unwanted articles and place a new order

Returns and exchanges of articles purchased in-store

HOW TO RETURN AN ARTICLE I BOUGHT IN ONE OF THE STORES?

For returns of articles purchased in one of the Bongénie Grieder stores, the sale receipt according to the purchase is required. However, the customer can return the articles in the Bongénie Grieder store of his choice. Returns and exchanges are possible within a period of 8 days starting the issue date indicated on the receipt. Exchanges against cash are not possible.

Exchanges of birth gifts are accepted in-store within 30 days. Shoes without their box, bathing articles and lingerie, as well as discounted articles are neither taken back nor exchanged.

WHAT ARE THE SPECIAL PURCHASE CONDITIONS IN STORE?

Sale:
For purchases on credit, the sales receipt is equivalent to an acknowledgement of debt. Exchanges are only possible within a period of 8 days and upon presentation of the according sales receipt.

Deposit:
The sales receipt is equivalent to a voucher of the paid deposit.
The goods subject to the paid deposit are kept at the customer’s disposal for a period of 10 days.
After this lapse of time, they are automatically put back on sale.

Goods on sale or return:
The customer confirms receipt of the goods indicated on the sales voucher by signing the recto of the sales receipt.
The articles are entrusted to the customer for 3 days maximum on sale or return.
After this period, any unreturned article will be invoiced to you.

Credit notes:
We shall not be responsible in case of loss of a credit note.
Lost credit notes shall not be replaced, and their value shall not be taken into account.
Credit notes can be used to their maximum amount to purchase any article in one of our stores, or to credit your customer account.