At allex.ch, the customer comes first.

In order to prevent our customers from incurring unnecessary additional costs, we have integrated a warning notice in our billing system, which prevents the new customer from being charged.

This can happen, for example, if:

• An order was placed with an online retailer that does not have a valid German VAT number (USt-IdNr.)
• The wrong document was uploaded
• The order confirmation was not forwarded
• Or an unauthorized payment method was used for the purchase.

However, if the goods are unauthorized and/or the total value of the order exceeds CHF 100, then these additional charges will still apply.

If our warning regarding the proper order process is disregarded the customer will be charged any additional fees.

For more detailed information, please see our prices and how allex.ch works?.

For some retailers, it is necessary to provide a telephone number in order to be available for any queries or questions about the shipment. If you cannot provide your personal phone number, please always give the following telephone number +41 (0)44 586 87 85‬ and we will take care of the delivery process between allex.ch and your retailer.

Make sure that your order is authorised for import into Switzerland.

As we can only export goods that have been paid for in full, orders are only accepted from your online shop after being settled with the following payment methods:

• Credit card
• Paypal
• Instant transfer
• Pre-payment

allex.ch reserves the right to return orders placed with the wrong payment method and deliveries of unauthorised goods to the relevant respective retailer. Please note that we charge a fee for this additional administrative workload in compliance with our price list.

Please contact us in advance using the Special Order Request form.

The following goods are NOT delivered to Switzerland by allex.ch as these goods are subject to special import and export regulations in the EU or Switzerland.

These include, among others:
all food and drinks, rare plants and animals, many animal products, foreign currencies, some cultural products, medications, weapons and drugs.

You can find more detailed information in our list of Non-Authorized Goods.

allex.ch reserves the right to open parcels and carry out security checks to ensure that non-authorized goods are being imported to Switzerland.

allex.ch does not carry out any checks for the completeness, damage or functionality of ordered goods and shall not be held liable. Discrepancies must be taken up with the vendor directly.

Non-authorized goods shall be returned to the original online shop and not sent on to Switzerland. The recipient will be notified and a handling fee in compliance with our price list will apply.

Please note that we charge a fee for this additional administrative workload in compliance with our price list.

If your order has been split into several packages, we unfortunately cannot combine them at this time. Each package must be cleared individually and therefore counts as a single shipment. Please refer to our price list for the charges incurred for this.

You can track the status of your orders via the Swiss Post tracking system as soon as your parcel leaves our facility.

Depending on the confirmation of payment to allex.ch and the shipping option you chose (Economy, Priority or Express) delivery may take between 2 and 5 working days.

Please ensure that all requirements for your order are fulfilled so that we can correctly allocate your order and prevent delays.

1. Refer to your tracking number or notification from your online shop to establish if we have received your order.

2. Please review your inbox as well as your email’s junk folder for messages from allex.ch.

3. Make sure that you have forwarded the order confirmation to your allocated allex.ch email address (e.g. hey.0123456789@allex.ch) and that the invoice from the online shop has been uploaded to the corresponding order on allex.ch.

4. If your delivery was supposed to reach us more than three working days ago, please contact us with a precise description of the missing order.

Our service fee covers postage, customs and administration.

VAT refunds are not possible due to the order being processed through Allex GmbH Germany as the recipient of any service and delivery.

However, the Swiss VAT of 7.7%, the customs duties, import tax, administrative expense and shipping are already included in our final price.

No, our service fee includes all charges for postage, customs and tax.

We charge an additional 15% of the purchase price when it applies to private sellers, small businesses (not required to pay VAT) and orders from online shops outside Germany. Fees are only applied if the vendor cannot supply a VAT and this tax must then be paid by the recipient.

As soon as we have received your delivery from the online shop, we will review your order and calculate our service charge based on our price list. You’ll then receive a payment request for our services via email. Once this has been settled, we’ll forward your delivery straight to your door.

Some online shops such as Amazon let you download your invoice from your customer account instead. If you have not received an invoice, please contact the online shop for a copy via email.

Swiss customs will reject the processing without the invoice from the online shop you place your order with.

In order to process your order, we always need the invoice from the online shop with the following features to be uploaded onto allex.ch:

• An indication that the document is an invoice or the presence of an invoice number made up of numbers and/or letters
• 9-digit German VAT number, beginning with ‘DE’, for example: VAT ID DE 123456789

You can look at the retailer’s or online shop’s site notice or legal notice to see if the company has a 9-digit German VAT ID, beginning with ‘DE’, for instance DE VAT: DE123456789.

On Amazon and other marketplace platforms, you can click on the seller’s name to find out the required and correct VAT.

This is a correct German VAT:

This is not a German VAT:

All goods delivered to you via allex.ch must be returned by the allex.ch return service in order to comply with customs laws.

Please see our returns page.

First log in to your account on amazon.de.

Step 1: Click on “My orders” within the account overview.

Step 2: Go to the order from which you need an invoice.

Step 3: Click on “Invoices” at the top right and request the desired invoice.