The product I want is out of stock. What should I do?

We completely understand your disappointment and are doing our best to avoid such situations in the future. Simply enter your email address under “Notify me when available” on the product page, and we’ll automatically send you an email as soon as the product is back in stock!

Can I change or cancel my order after placing it?

If you need to change or cancel your order after placing it, please contact us promptly at returns@saranghae.ch or via WhatsApp at 0774182161. We’ll do our best to accommodate your request. However, once the order has been dispatched, it can no longer be modified or canceled.

I’m ordering a gift and don’t want prices to appear. What should I do?

No problem! Invoices are sent exclusively by email, and no prices appear inside our packages.

Is Saranghae open year-round?

Yes, our website saranghae.ch operates year-round. Please note, however, there are people working behind the scenes. Our customer service is available Monday through Friday, and we typically respond within 24 hours.

Where do we ship from?

All products are stored and shipped directly from our warehouse in Lucerne, Switzerland. We ship exclusively within Switzerland and Liechtenstein.

Shipping costs and delivery times

Standard shipping is free on orders of CHF 80 or more. For orders below CHF 80, a flat shipping fee of CHF 6.50 applies. Orders below CHF 40 incur an additional small-order surcharge of CHF 2.

Orders placed on weekdays before 1 PM are typically processed the same day. Some products may require sourcing, taking between 1 and 15 business days; these items are clearly marked with longer delivery times on our website. Choosing A-Post generally shortens delivery by one business day (except for orders placed on Sundays or after 1 PM).

Products are shipped together, so the dispatch time will depend on the item with the longest sourcing period (1 to 15 business days). For quicker delivery of specific items, please place two separate orders.

Postal delivery typically takes 2–3 business days with B-Post and 1 business day with A-Post. You’ll receive an email when your order leaves our warehouse. If your parcel has not arrived within a week after receiving the shipping confirmation, please contact our customer service at hello@saranghae.ch. Shipments are handled by the Swiss Post.

How can I track my order?

Your tracking number is included in the shipping confirmation email from us or the Swiss Post. If you can’t find this email, please check your spam folder. Using the provided tracking number, you can track your shipment status online at any time.

Do we offer free shipping?

Yes! Standard shipping is free for orders above CHF 80. A-Post and registered mail incur additional fees. If your mailbox is publicly accessible or you’ve previously experienced theft, we strongly recommend choosing the “Registered Mail” option, particularly for small packages, as the Post does not provide delivery confirmation for these.

Important: If your order returns to our warehouse in Lucerne due to circumstances beyond our control (e.g., “recipient not found at the given address”), we unfortunately cannot cover costs for a second delivery. To avoid this, please carefully verify your address details before finalizing your order. If you have recently moved, ensure your new address is registered with the Post and inform your local post office accordingly.

Tracking shows my package as delivered, but I haven’t received it. What should I do?

We’re sorry for the inconvenience. First, please check with your neighbors in case they accepted your package by mistake. If they don’t have it either, it might have been stolen.

If you suspect theft, you can report this to your local police and subsequently contact your household insurance provider with the police report.

Unfortunately, SARANGHAE cannot accept responsibility for lost or stolen packages after delivery has been confirmed. To prevent such situations, we highly recommend selecting delivery with signature confirmation to ensure your order reaches you safely.