Frequently asked questions

Customer account

WHAT IS THE DIFFERENCE BETWEEN THE ONLINE SHOPS BONGENIE GRIEDER AND BG OUTLET?

The online shops Bongenie Grieder (bongenie-grieder.ch) and BG Outlet (outlet.bongenie-grieder.ch) are the property of Brunschwig & Cie SA.

Bongenie Grieder 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 Bongenie Grieder stores.
These products are available between 30% and 70% off the initial price. You can benefit from special markdowns up to 90% off at certain occasions.

HOW TO CREATE AN ACCOUNT ON THE BONGENIE GRIEDER ONLINE SHOP?

In order to create an account, please click on the icon (“My Account”) or on this link. All you need to do now is enter your e-mail-address under “Create your Account”, then click on “CREATE”. Please fill in the various mandatory fields and validate the form.

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 on +41(0)58 330 30 00 or via our contact form.

WHY DO I NEED AN ACCOUNT?

The creation of a personal account at Bongenie Grieder is 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, make and track a return, bookmark items, etc.

You can also use this account to log in to the BG Outlet site and the BG Club site.

HOW TO SIGN IN?

To sign in, simply click on the icon (“My Account”) or on this link.
After that, please indicate your e-mail-address and your password and click on the button “SIGN IN”.

I CAN'T LOG IN, WHY?

Make sure your email address and password are spelled correctly. If you still can't log in, try resetting your password by clicking on the link ”You can't remember your password?”.

Should you encounter any difficulties creating your account, please do not hesitate to contact our customer service on +41(0)58 330 30 00 or via our contact form.

HOW TO RESET MY PASSWORD?

If you can't remember your password, try resetting it by clicking on the link “You can't remember your password?”.
Enter the e-mail address of your customer account. An e-mail allowing you to reset your password will be sent to the address indicated. For security reasons, the link in the e-mail is only valid for a few minutes.

Didn't receive the email? Depending on the operator, it may take up to 10 minutes to receive the reset email. Please check your junk mail in case it is there.

Should you encounter any difficulties creating your account, please do not hesitate to contact our customer service on +41(0)58 330 30 00 or via our contact form.

HOW CAN I CHANGE PERSONAL INFORMATION ON MY ACCOUNT?

Once connected to the site, you can change personal information by accessing your customer area (or by clicking on the icon ). Then go to the ”My personal information” section.

If you have a BG Club credit card, any change of address must be reported to our customer service via the contact form.

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 you provide on your account is used exclusively for the purposes of your commercial relationship with Brunschwig & Cie SA. This information is never resold. However, this information may be passed on to third parties for the purpose of outsourcing our activities, particularly for marketing purposes.

We follow the code of ethics of remote trading established by the Swiss association of mail order (ASVPC).

Your banking information is never in our possession since the banking transactions are carried out directly and in a totally secure manner by our payment partners.

For more information, you can consult our “Privacy Policy” page.

BG Club – Loyalty program

WHAT IS THE BG CLUB LOYALTY PROGRAM?

Simple and free, the BG Club loyalty program allows you to benefit from exclusive advantages when shopping in our online shops, in all the Brunschwig Group’s stores: Bongenie Grieder, Hofstetter Sports, MaxMara Switzerland and Buzzano, as well as in our cafés, restaurants and care and beauty institutes.

Each purchase online or in store allows you to accumulate points, which are then converted into a BG Club voucher. Find out more about BG Club vouchers and how to use them by clicking here.

HOW TO JOIN THE BG CLUB LOYALTY PROGRAM?

When you create your account on the Bongenie Grieder or BG Outlet websites, you automatically join our BG Club loyalty program.

From the moment you make your first purchase online or in-store, you benefit from a number of personalised advantages, such as vouchers and various exclusive advantages.

Our loyalty program is entirely dematerialized. No loyalty card is therefore necessary. Our sales advisors will systematically ask you to identify yourself when you shop in our stores in order to assign your BG Club loyalty points. Your identification will also be necessary to make your purchases online.

WHAT IS THE BG CLUB CREDIT CARD?

Free and easy to obtain, the BG Club credit card will provide you with a premium service that matches your wishes and needs. It will perfectly complement the exclusive advantages you already enjoy within the BG Club program.

Thanks to the BG Club credit card, you will double your points with each purchase made with this payment method in our online shops and in the Brunschwig Group’s stores. You will also gain access to the “Choice” service and you will have the possibility to pay your purchases at a later date or in several installments. To find out more about the BG Club credit card and its advantages, click here.

You can apply for the BG Club credit card in store with our sales advisors or order it directly on the BG Club website, in the “My credit cards” section.

CAN I COLLECT POINTS FOR MY PURCHASES ON THE BONGENIE GRIEDER ONLINE SHOP?

Your points are collected automatically when you make a purchase on the Bongenie Grieder online shop.
The number of points varies according to your purchases and payment method.

One franc spent is equal to one point (CHF 1.- = 1 point), except in the case of payment by BG Club gift card or voucher, where no points will be collected (CHF 1.- = 0 points). If you are a BG Club credit card holder, your points are doubled if the card is used as a means of payment (CHF 1.- = 2 points).

WHEN AND HOW CAN I USE MY POINTS ON THE BONGENIE GRIEDER ONLINE SHOP?

As soon as you reach a total of 2,500 points, a BG Club voucher of CHF 50.- is automatically credited to your personal BG Club account.

You can then use this voucher on the Bongenie Grieder website by filling in the “I have a voucher” field when placing your order.

BG Club vouchers are valid for up to one year from the date of issue.

WHY DON'T MY POINTS APPEAR IMMEDIATELY ON MY BG CLUB ACCOUNT?

Without any return or exchange on your part, your points will be validated 30 days after your purchase. Points awaiting validation will appear 24 hours after your order has been shipped in your BG Club customer area.

WHAT HAPPENS TO MY POINTS IF I RETURN?

In case of return, you will be automatically refunded on the payment method used during your purchase. A refund by gift card allows you to keep your points. However, if the refund is made by another means of payment, your points will be deducted according to the amount of the refund (CHF 1.- = 1 point or 2 points with the BG Club credit card).

I WAS A CRESCENDO OR ADAGIO CUSTOMER, WHAT DO I NEED TO DO?

For holders of the former Crescendo credit card or Adagio loyalty card, please make sure to fill in the information of your former Bongenie Grieder card when creating your account in the field “Are you a member of the former Adagio or Crescendo loyalty program?”.

If you already have an account on our website, you can also add them later. All you have to do is register your card in the “My account” section under “My personal information”, by clicking on “Are you a member of the former Adagio or Crescendo loyalty program?”.

Articles

HOW CAN I FIND AN ITEM?

There are several ways to find an item on our website.
First of all, you can use our search engine at the top of your screen. In this search bar, enter the brand, type or even the reference of the Bongenie Grieder article.
You can also browse our worlds and categories, or use our filters (colours, sizes, brands and prices).

WHY IS AN ITEM NO LONGER AVAILABLE FOR SALE?

If you can no longer find an article on the Bongenie Grieder online shop, this means that it is no longer in stock, either in the store or on our website.

IS IT POSSIBLE THAT AN ITEM AVAILABLE IN A STORE IS NOT AVAILABLE ONLINE?

Yes. On the Bongenie Grieder online shop, we only offer a selection of brands and articles from the entire range of products available in the store.

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 or shoe size. Stores that have the item will be displayed in the “AVAILABLE IN OUR STORES” area at the bottom of the “ADD TO SHOPPING BAG” button.

CLICK & RESERVE

You can reserve items free of charge online and collect them safely from the Bongenie Grieder store of your choice.

How can I take advantage of this service?

1. On the page of the desired item, select the store of pickup in the “RESERVE AND PICK UP IN STORE” area, at the bottom of the “ADD TO SHOPPING BAG” button.
2. Complete the reservation form.
3. You will receive an email indicating whether your reservation has been accepted, at the latest within 24 hours of your reservation request. Upon notification of acceptance, the reserved items will be held for collection in store for 3 working days.
4. Go to the store with your reservation acceptance email to pick up your reserved items.
5. Payment for items is made in store.

WHAT TO DO IF AN ARTICLE IS DAMAGED OR DEFECTIVE?

The Bongenie Grieder online shop team pays close attention to defects, stains or imperfections an article could have. If, despite all the care taken, you are not completely satisfied, please contact us on +41(0)58 330 30 00 or via our contact form.

AN ITEM APPEARS TO BE OUT OF STOCK, HOW CAN I BE NOTIFIED WHEN IT BECOMES AVAILABLE AGAIN?

You have the possibility to be notified by e-mail when a product is back in stock. To do so, please:

1. Go to the product page and choose the size you want.
2. A window will open to allow you to enter your e-mail address.
3. If the article is available again within 30 days, you will be notified by e-mail.

I HAVE RECEIVED AN E-MAIL TELLING ME THAT AN ITEM IS AVAILABLE AGAIN BUT IT IS STILL OUT OF STOCK, WHAT SHOULD I DO?

If the item is still not available online despite the return-to-stock email received, this means that the last available item has recently been sold.
You can sign up for the alert again to be notified if the item is available again within 30 days.

CAN I BENEFIT FROM THE ALTERATION SERVICE?

An alterations service is available to all our customers in store, for all items purchased in one of the Brunschwig Group stores (Bongenie Grieder, Max Mara Suisse, Hofstetter Sports, Buzzano, BG Outlet).

Members of the BG Club loyalty program, who benefit from advantages and privileges that evolve according to their status, can be offered simple or complex alterations on items that are not on sale or not from the BG Outlet site.

BG Club members with a higher status benefit from free simple or complex alterations on articles sold or purchased online on the BG Outlet site. The simple alterations listed below are offered to all BG Club members upon registration.

Women’s simple alterations

  • Shortening of single trouser hems
  • Shortening of trouser hems with lapels
  • Shortening of trouser hems with lining
  • Shortening of trouser hems with slit
  • Shortening of wide trouser hems
  • Shortening of an original pair of jeans
  • Cutting of leather trouser hems
  • Shortening of leather trouser hems

Men’s simple alterations

  • Shortening of single trouser hems
  • Shortening of trouser hems with lapels
  • Shortening of trouser hems with lining
  • Shortening of trouser hems with lapels and lining
  • Shortening of an original pair of jeans
  • Cutting of leather trouser hems
  • Shortening of leather trouser hems

All other types of alterations are considered as complex alterations. These are offered to BG Club members, depending on their status. For more information on the list of privileges by status, please visit www.bg-club.ch/en/my-benefits-en.

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.

Once your shopping bag is complete, click on the icon (“My Shopping Bag”), then on the “SEE MY SHOPPING BAG” button. Then click on the “CONTINUE” button to go to the order page.

If you have not already done so, please log in to proceed to the ordering stage. Enter your e-mail and password under “Already registered?”, then click on “SIGN IN”.
If you do not yet have an account, please register by following the steps after entering your e-mail address under “Create your account”.

All you have to do is enter your delivery and payment details and click on “CONTINUE” to place your order.

Please note that the items in your shopping bag are not reserved. It is only when you have confirmed your order that the items are officially reserved.

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 the “My orders” tab of your customer area.

HOW CAN I TRACK MY ORDER?

You can find all your orders and their respective statutes in the Order history” section, available in the “My orders” tab of your “customer area. The statutes will change as your order is processed.

When your order leaves our warehouse, you will receive an e-mail confirming shipment with a tracking number so you can follow the shipment on the Swiss post website.
The “Track Delivery” link will also be available at the top of the order summary page, in the “Order history” section.

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.

CAN I 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 on +41(0)58 330 30 00 or via our contact form 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 14 days maximum.

WHEN AND WHERE CAN I FIND MY INVOICE?

Your invoice can be found in the Order history” section, available in the “My orders” tab of your “customer area.

Your invoice is available the day after your order is shipped via the “Download invoice” link.

Payment

WHICH PAYMENT METHODS ARE AVAILABLE?

The following payment methods are proposed by Bongenie Grieder:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • Postcard
  • TWINT
  • BG Club credit card
  • BG Club gift card
  • BG Club voucher
  • Payment on invoice*

*Payment on invoice is only partially possible. We reserve the right not to accept payment on invoice for certain orders. Please check the general terms and conditions.

IS IT POSSIBLE TO PAY BY INSTALMENTS?

Payment of your order cannot be made in several instalments, unless it is made by means of the BG Club credit card.

ARE THESE SECURE PAYMENT METHODS?

Payments made on the Bongenie Grieder online shop are completely secure.
Together with our payment partners, we use completely secure transmission methods via encrypted data.
In addition, Bongenie Grieder does not store any information about your payment.

WHERE CAN I BUY A BG CLUB GIFT CARD?

The BG Club gift card can be purchased in store or online for a minimum of CHF 50.- and a maximum of CHF 2,000.-. It cannot be reloaded and cannot be combined with promotional offers.

If you choose the digital card, you will receive it by e-mail and can then print it or transfer it to the recipient. In the case of a physical gift card, it will be sent to you at the address you provided when you placed your order. Please note that the processing of your eGift card is identical to that of a physical gift card, and can therefore take up to 5 working days.

The BG Club gift card is valid for two years.

HOW CAN I USE A GIFT CARD?

You can pay your orders made on the online shop Bongenie Grieder entirely or partially with a BG Club gift card.

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. The outstanding balance will then be automatically updated, taking into account the amount of the added gift card.

Gift cards purchased online can also be used in our stores.

MY PROMOTION CODE DOESN’T WORK, WHAT SHOULD I DO?

If you have received a Bongenie 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.

If you are unable to use a promotional code, please contact our customer service department by telephone on +41(0)58 330 30 00 or via our contact form.

I CAN'T PAY WITH MY BG CLUB CREDIT CARD, WHAT SHOULD I DO?

When paying by BG Club credit card, if the PIN code is not recognized, we invite you to repeat the operation by checking the numbers entered and the card’s validity date.

If the card is still not recognized, please contact our customer service by phone on +41(0)58 330 30 00 or via our contact form.

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 Swiss post. For orders over 800 CHF and any order on invoice, the parcel is tracked (with signature).

WHEN WILL THE PARCEL BE DELIVERED?

Delivery times are given as an indication. They start to run as soon as you are notified by e-mail of the dispatch of the order.

During the end-of-year period (from 23 November to 31 December) or during special operations (e.g. sales), delivery times may be occasionally extended due to the high level of activity of transporters.

HOW MUCH DOES THE DELIVERY COST?

The delivery costs on the Bongenie Grieder site are free.

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 track your parcel in real time on the website from La Poste.

The tracking number of your package will be sent to you by e-mail.

A “Track Delivery” link will also be available at the top of your order summary page, in the “Order History” section.

WHAT HAPPENS IF I’M NOT AT HOME WHEN MY ORDER ARRIVES?

If you are absent during delivery to your home or workplace, 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?

The shipping department of the Bongenie Grieder online shop prepares your order with the greatest care.

Should your parcel arrive damaged or opened, or should the shipment be incomplete, we ask you to contact our customer service as soon as possible on +41(0)58 330 30 00 or via our contact form.

Returns and exchanges of articles purchased in the online shop

HOW DO I RETURN AN ITEM?

You can return or exchange articles within 14 days of the invoicing date, which is indicated on the invoice enclosed in your delivery box.

Items must be returned in brand new and undamaged condition, with all labels still attached to the original presentation. Lingerie or swimwear articles may only be tried on over other pieces of clothing. Any hygiene protection that may be present must also be left in place.

You have the option of returning your goods in store or by Swiss post.


Free return in store

We accept returns of articles purchased online in all our Bongenie Grieder stores during opening hours. In-store returns are free and do not need to be reported in your customer are.

Please take the invoice received with your order with you and hand it to our team in store. If you have lost the invoice, you can reprint it from your customer area by clicking on “Order History”, available in the “My orders” tab of your customer area. Select the desired order and then click on “DOWNLOAD INVOICE” to print it. Without an invoice, the return cannot be processed.
During your visit, a quality control of each item will be carried out.


Return by Swiss post

For products purchased online only, you can choose to return them by Swiss post at your expense.
In order for us to process your return, please register it in the “Order History” section, available in the “My Orders” tab of your customer area. Then click on “Create return” and indicate the reason for the return for each item.
Please note that returns of orders placed on the BG Outlet website must be reported on the BG Outlet website.

The order must be returned by Swiss post by registered mail to the following address:

Bongenie Grieder
E-Commerce
Ch. de la Marbrerie 3-5
1227 Carouge

Please slip the invoice received with your order into the parcel. Use the box you received the order in for the return. If you have lost the invoice, you can reprint it from your customer area by clicking on “Order History”, available in the “My orders” tab of your customer area. Select the desired order and then click on “DOWNLOAD INVOICE” to print it. Without an invoice, the return will unfortunately not be processed and the shipment will be returned to you.

At reception of your return, our team will control the quality of each article.

Please note that returns or exchanges of cosmetics and perfumes are not accepted.

WHERE CAN I FIND MY INVOICE?

The invoice for your order is always enclosed with your package.

If you wish to reprint it, it can be downloaded from your customer area, available in the “Order history” section, under the summary of your order.

HOW MUCH TIME DO I HAVE TO RETURN AN ARTICLE?

You can return unworn articles within 14 days of the invoicing date, which is indicated on the invoice enclosed in your delivery box.

HOW WILL I BE REFUNDED?

Once we have received your return and our teams have carried out the quality control of your items, we will proceed with the reimbursement of your order by the same means of payment as the one used for your order.

Depending on the method of payment, this refund will be effective at the latest within 2 working days after receipt and confirmation by Brunschwig & Cie S.A. of the processing of the returned goods.

In the event of a partial return of an order against invoice, the price of the returned item will be deducted from the invoice, the balance of which remains due.

When paying with a BG Club voucher and in the event of an in-store return, you will be reimbursed in the form of a BG Club gift card. If the return is made by Swiss post, the BG Club voucher will be credited to your personal BG Club space.

In order to benefit from a faster refund, please register your return in your customer area by going to the “Order history” section.

CAN I EXCHANGE MY ORDER?

It is not possible to exchange an item or order online. However, you can return items from your “My Account” area and then place a new order.

You can also go to one of our stores to exchange unwanted items. Don't forget to present the corresponding invoice when you visit our store.

Returns and exchanges of articles purchased in-store

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

For purchases made in one of the Bongenie Grieder stores, the sales receipt that was given to you at the checkout is required to make a return or an exchange.
Then, you can go to the Bongenie Grieder store of your choice. Returns and exchanges are possible with the receipt within a period of 14 days starting the issue date indicated on the receipt.
Under no circumstances may the article be exchanged for cash.

Exchanges of birth gifts are accepted in-store within 30 days.
Shoes without their box are neither taken back nor exchanged.

Please note that returns or exchanges of cosmetics and perfumes are not accepted unless a defect has been detected within 10 days of purchase.

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 14 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.

Choice: only for customers with a BG Club credit card
With your signature on the front, you confirm that you have received the items listed on the ticket.
These articles are entrusted to you for a maximum of 3 days.
All items not returned within this period will be invoiced.

Exchange vouchers: only at the Chanel corner
We do not accept any responsibility for the loss of your voucher.
Missing vouchers are not replaced and their value cannot be taken into account.
In return for being handed in at the checkout in one of our stores, this voucher can be used up to its value for the payment of any purchase or for a payment into your customer account.