Frequently Asked Questions
These are the most common questions we receive at Emma Jakob. If your question is not answered below, please email us at info@emmajakob.ch and we will be happy to help.
Orders
How do I place an order?
Browse our collections, select the size and colour you want, and add the item to your cart. When you are ready, open your cart and follow the checkout steps. You will receive an order confirmation email as soon as your order is placed.
Can I cancel my order?
Cancellations are only possible before an order has been shipped. Contact us as soon as possible at info@emmajakob.ch with your order number. Once shipping has started, the order can no longer be cancelled.
Can I change my shipping address after ordering?
Address changes are only possible before the order has shipped. Contact us as soon as possible with your order number and the corrected address.
Shipping & Delivery
How long does delivery take?
Total delivery time is usually 6 to 13 business days from the date of purchase, made up of:
- Processing time: 1 to 3 business days (Monday to Friday)
- Transit time: 5 to 10 business days (Monday to Friday)
Business days are Monday to Friday and exclude weekends and public holidays.
What are the shipping costs?
Any applicable shipping costs are calculated and clearly displayed at checkout before you complete your payment.
How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number you can use to follow your shipment until delivery.
What if my order is delayed?
Transit times are estimates and may vary due to factors outside our control. If your order has not arrived within the estimated timeframe, please allow an additional 3 business days, then contact us so we can assist.
Returns & Refunds
What is your return policy?
Under Swiss law, returns are not legally required, but we voluntarily offer them. You may request a return within 3 days of delivery. Items must be unused, unworn, unwashed, in their original condition with all tags and packaging.
How do I start a return?
Email us at info@emmajakob.ch with your order number and the reason for your return. Once your request is approved, we will send you the return address and instructions. Please do not ship anything back before you receive our confirmation.
How are refunds issued?
Approved refunds are issued as store credit for use on a future order, not to the original payment method. A restocking fee of 15% is deducted from each approved return, and original shipping costs are non-refundable.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
What if I received a damaged or defective item?
For broken or defective items we do not issue a refund. Instead, we send a free replacement at no extra cost. Contact us within 3 days of delivery with your order number, a description of the issue, and clear photos of the item and packaging.
Exchanges
Do you offer exchanges?
Yes, including size exchanges. Exchange requests must be made within 3 days of delivery, and the item must meet our return conditions. The shipping costs for exchanges are the responsibility of the customer.
Payment
What payment methods do you accept?
We accept Maestro, Mastercard, Visa, TWINT, and Shop Pay. All available methods are shown at checkout.
What currency are prices shown in?
All prices and transactions are in Swiss francs (CHF).
Is my payment information secure?
Yes. All payments are processed using industry-standard encryption. Your card details are never stored on our servers.
Products & Sizing
How do I choose the right size?
Each product page includes size information. If you are unsure or between sizes, email us with the product name and your measurements and we will be glad to advise.
Are the product colours on screen accurate?
Colours may vary slightly depending on your device, screen settings, and lighting. We describe colour tones in the product description where possible.
Customer Service
How can I contact you?
The fastest way to reach us is by email at info@emmajakob.ch.
What are your customer service hours?
Monday to Friday: 09:00 – 17:00 (CET). We aim to respond to every enquiry within 24 hours on business days.