Is this item ready to be picked up in store?

Please pay attention to the delivery deadline for the desired item. If it says “Immediately available” you will also see the note “Also available in specialist shops in Kloten”. To reserve the item, please order it online by selecting “Pickup” instead of postal delivery. After a short confirmation from us, the item can be picked up.

If delivery times are several days (e.g. delivery time: 2-5 working days), the item is not in stock in the store. In this case, you can also order the item online for collection (also for viewing without obligation). You will receive a pickup invitation once the item has arrived.

How can I return an item?

We grant you the right of withdrawal on products purchased from us. Vouchers, face masks and items with a reduction of more than 40% are excluded.

Please send the items to us within 30 days of receiving the products. The time of dispatch is decisive for meeting the deadline.

The revocation must be sent to:

Koffer Fey

Kirchgasse 25

8302 Kloten

Email: info@koffer-schweiz.ch

The exercise of the right of withdrawal leads to the conversion of the purchase contract into a reversal relationship, according to which the services received under the purchase contract are refunded.

Goods received must be returned in their unused and original condition within 30 days of declaration of cancellation at the latest, or returned to a specialist store.

The right of withdrawal can only be exercised if the order is returned in new, unused and original condition.

You must bear the costs for the return. Enclose the barcode/delivery note you received with the shipment. We will refund you the purchase price within 3 working days of receipt of the goods.

If you would like a different item, please place a new order on the online shop.

Why haven't I received an invoice?

The invoice can be downloaded from the customer account and will be sent in a separate email approximately 5 minutes after the order has been completed. Please be sure to also check the spam or junk mail folder! If you did not receive an order confirmation, there may have been a typo in the email address during the ordering process. In this case, please contact our customer service.

If you have opened a customer account, the PDF can also be downloaded in the order history.

If you have selected payment in installments, the invoices will be sent by letter from Ideal Payment AG. This can take up to 4-5 business days.

How do I open the suitcase I received?

The case can be opened with the basic setting 000.

Then you have to press the slider below the keyhole towards the number wheels.

The keyhole is only for customs authorities.

Instructions for changing the number combination can be found in the case.

For detailed instructions, please click here.

If you have already saved your own number and no longer know the code, please bring your suitcase to our specialist shop in Kloten.

When will my order arrive?

Not all items have the same delivery time as we have multiple warehouses. Please pay attention to the delivery time specified for the product. This is decisive. If you select postal delivery (A-Post), this does not necessarily mean that the item will arrive on the next working day. The decisive factor is the delivery deadline stated in each case.

I only received a part of the delivery. When will the rest comes?

For ecological reasons, we only make partial deliveries upon request. As a rule, all items are shipped together. If no partial delivery has been agreed or noted on the delivery note, please check the goods you have already received carefully. Smaller items are often packed into larger ones. This means that smaller suitcases are packed into larger ones, or accessories into backpacks, etc. If you are still missing one or more items, please contact our customer service.

Why can't I order on invoice?

During the ordering process, an address and credit check is automatically carried out in the background. The payment method invoice is then offered or not. This is done through the database of an external company. Unfortunately we cannot influence this.

If an order on invoice or installment payment is not possible, we ask you to select one of the other payment methods.

How can I speed up delivery?

We deliver all orders as quickly as possible. Unfortunately, further acceleration is not possible.

Please also note that delivery times of several days cannot be shortened by express selection. The option only expedites “immediate delivery” items for delivery on the next working day (not Sunday and Monday) between 7am and 9am.

When is the specialist shop open?

Our opening times are as follows:


Mon: closed

Tue: closed

Wed: 2 p.m. - 6 p.m

Thu: closed

Fri: 2 p.m. - 6 p.m

Sat: 9 a.m. to 4 p.m

How can I have my suitcase repaired?

Please send us the proof of purchase and some pictures of the damage by email to info@koffer-schweiz.ch. We will check whether a repair is still possible or not. Alternatively, you can drop by our specialist shop with your suitcase without prior notice.

Please note that we cannot repair brands which are not in our assortiment.

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