subtel FAQ - Frequently Asked Questions

Deliveries usually take between 2-3 working days.

You can contact our customer service by either phone (Monday-Friday, 10am to 3pm) or email.

E-Mail: info@subtel.ch
Telephone: 044 5830 881 (Mon-Fri 10.00-15.00)

If you have an order or invoice number, please reference them when contacting us. If you don't have these, please provide your first name, last name and postal code.

If your parcel has not arrived within the specified time, please contact our customer service team at info@subtel.ch for help and further options.

If you have received an incorrect product, please contact our customer service department at info@subtel.ch, explaining the problem. Please include photos of the product received to enable us to resolve your problem as quickly as possible.

You can pay for your purchases using either:

1. Credit card (VISA, Mastercard, American Express and Maestro)
2. PayPal
3. Instant bank transfer
4. Twint
5. Apple Pay
6. Google Pay

You will receive an electronic receipt via email once your order has been processed, as well as a physical copy within your package. For subtel account holders, you can also download all invoices and receipts from your customer account.

Returns can be made for a period of up to 30 days after the receipt of your delivery. After this period, it is no longer possible to request a return with refund. For more information on our returns policy, click the "Returns policy" link in the navigation bar.

In order to process your return as quickly as possible, please send your order or the product you wish to return, together with a copy of the invoice, to the following address:

subtel GmbH
Westhive Basel Rosental
Sandgrubenstrasse 44
4058 Basel

You have the right to return a purchase within 30 days. Before returning any items, please email us at info@subtel.ch and let us know the situation. Check out our Returns Policy page for more info.

For returns of defective goods or items under warranty, please contact our customer service team at info@subtel.ch, describe the issue and always include your order number in the communication. Check out our Warranty page for more info.

You will receive a refund as soon as we have received your items and processed the return. Refunds are made to the same payment method used to place your order. The time it takes to receive the refund may vary depending on the reason for your refund request and delivery times.

If you've used an incorrect email or delivery address when placing your order, please contact our customer service team directly at info@subtel.ch.

If you have any problems with your account password, please click on the "Forgotten your password?" button found below the password field. You will then be asked to enter your email address and will receive an email enabling you to reset your password.

If you wish to add a delivery address for future orders, simply log into your customer account, go to your personal settings and click on "Register New Address". Once registered, you can set the new address as your default address.

subtel offers a 3-year warranty on all products. After this period has expired, the warranty is no longer valid. Check out our Warranty page for more info.