Shipping & Returns

📦 Shipping & Delivery

We keep shipping simple.

🇨🇭 Switzerland

  • Free shipping on all online orders within Switzerland.
  • Delivered via Swiss Post (registered mail) or personally by us within the Zurich area.
  • Estimated delivery: 2–4 working days.

Need it faster? Email us at hello@prelovedstory.com.

🌍 International

  • Flat shipping rate of CHF 25 for all international orders.
  • Shipped via Swiss Post, GLS or DHL, depending on destination.
  • Estimated delivery: 6–21 business days (customs delays possible).

Customs & VAT

International buyers are responsible for any applicable customs duties, VAT or import fees, unless otherwise required by law.

These charges vary by country and are not included in our prices or shipping fees unless explicitly stated otherwise.

Delivery Responsibility

Please ensure that someone is available to receive and, where required, sign for the parcel.

Delivery times are estimates. PRELOVEDSTORY is not responsible for delays caused by customs procedures or circumstances beyond our reasonable control.

If a parcel is returned due to an incorrect address or an unsuccessful delivery attributable to the customer, additional shipping costs may apply.

Nothing in this section excludes liability that cannot legally be excluded.


🔄 Returns & Store Credit

In-Store Purchases

All purchases made in our physical boutique are final.

We do not offer returns, exchanges, store credit or refunds for changes of mind, including for clothing, footwear, designer handbags, jewellery and accessories.

This policy does not affect any mandatory statutory rights, including those relating to defective or counterfeit products.

Online Purchases Only

Our voluntary return policy applies exclusively to purchases made through our online store.

For eligible online orders, customers may request a return within 3 calendar days of receiving their order, exclusively in exchange for store credit (Gutschein).

We do not offer cash refunds or refunds to the original payment method for voluntary returns.

Return Conditions

  • Return requests must be submitted by email within 3 calendar days of delivery.
  • Items must be unworn, unused and in exactly the same condition as received.
  • All original tags, packaging and accessories must be included.
  • Proof of purchase is required.
  • Returns must be authorised in advance by PRELOVEDSTORY.
  • Return shipping costs and risks are borne by the customer, unless applicable law requires otherwise.
  • Returned items must be dispatched within 3 calendar days of return authorisation.

All returned items are carefully inspected before approval. PRELOVEDSTORY reserves the right to refuse voluntary returns that do not meet these conditions.

Store Credit (Gutschein)

Once an eligible return has been received, inspected and approved, store credit will be issued for the purchase price of the returned item, excluding original shipping costs.

Store credit is valid for 12 months from the date of issue and can be redeemed in our physical boutique or online store.

Store credit cannot be exchanged for cash. Purchases made using store credit are excluded from further voluntary returns.

International Returns

International online returns are subject to the conditions above, except where mandatory consumer protection laws provide additional rights.

Return shipping costs are borne by the customer for voluntary returns.

Original customs duties, VAT and import fees are not reimbursed by PRELOVEDSTORY under the voluntary return policy.

Please contact us before returning an international order so that we can provide the appropriate return instructions.

Defects, Authenticity & Statutory Rights

Our voluntary return policy does not affect any mandatory statutory rights.

In cases involving significant undisclosed defects, counterfeit products or other legally recognised claims, the applicable legal remedies remain available.

For customers in jurisdictions where mandatory withdrawal rights apply, including certain online purchases by consumers in the European Union, those rights take precedence over our voluntary 3-day store-credit policy.

How to Request a Return

Please email hello@prelovedstory.com with your order number and reason for return.

Do not send items back without prior authorisation.

Return Address

PRELOVEDSTORY GmbH
Heinrichstrasse 223
8005 Zurich
Switzerland

For further information, please refer to our General Terms & Conditions.