FAQ

Welcome to our FAQ page. Here you will find answers to the most Frequently Asked Questions. Just click on the subject related to your question.

If you don't find the answers to your questions in the FAQ, go to Contact, our Customer Service will be pleased to help you.

OUR CLUB

Who are we?

www.my-store.ch is a Swiss private sales website and property of DeinDeal AG.

Our site offers private sales of major brands at highly discounted prices (up to 80% off the retail price).

These sales are online for a limited time only (2 to 7 days for each sale) and offer an exclusive variety of products of the following domains: fashion items, accessories, shoes, perfumes, watches, home decoration, design, items for children, travels, fine dining, etc.

MEMBER'S ADVANTAGES

What are the advantages of becoming a member of My-Store.ch?

As a member of My-Store.ch, you have access to sales of major brands at highly discounted prices (up to 80% off the retail price) and receive a private invitation by e-mail before each sale starts.

You have the opportunity of buying products day and night, at home or from any computer with internet connection anywhere in the world.

www.My-Store.ch is the only Swiss private sales website in 4 languages (German, French, Italian and English), and the only one to offer video trailers that give a better insight on the brands and products sold on the website.

HOW TO BECOME A MEMBER

How do I register for the site?

Registration on www.My-Store.ch is quick, easy and free of charge. You are under no obligation to purchase.

To register, just follow the steps below:

  1. Visit the website www.my-store.ch.
  2. Click on the "Login" tab. A quick-registration form will come up.
  3. Fill in the short form, specifying:
    • Your full name
    • Your e-mail address
    • The password you want to use (minimum of 6 characters)
  4. Once you have entered this information, click on "Register"
  5. We will then send you an e-mail to the e-mail address you have provided, confirming your registration.
  6. When you receive the confirmation e-mail, click on the link to finally confirm and finish the registration procedure.

You can change your personal information at any time by clicking on "My Account.".

MY ACCOUNT

In the section "My Account" you will find all the information related to your personal data, profiles, orders, credit vouchers and "friends." You can check your account information and change it at any time.

How do I change my personal information?

  1. Go to www.my-store.ch. Enter your ID and password to login.
  2. In the section "My Account", click on the tab "Account information".
  3. This will allow you to:
    • change your postal address, telephone number, password and e-mail address
    • Select your areas of interest
  4. Enter the information in the respective fields, then click on the "OK" to save it.
HOW A SALE WORKS

How do I know when a sale starts?

Before each sale, you will receive an invitation to the private sale, sent by e-mail. The invitation will inform you about the date, time and items on sale.

How do I access a sale?

There are two ways to access the sales on www.My-Store.ch:

  1. In the e-mail invitation, click on "Go to Sale" and visit the website directly from your e-mail invitation by just entering your password.
    Products on sale will then be presented as images, along with detailed descriptions. All you have to do is to add all the items you want to buy in your shopping cart. When you've finished, proceed to purchase.
  2. You can go straight to the private sale by opening the www.my-store.ch home page.
    Follow the steps below to access the private sales from the home page:
    • Visit www.my-store.ch during the period of the sale.
    • Enter your e-mail address, then your password (the one you entered when you signed up on www.my-store.ch).
    • In the current sale, select the items you want to order and put them in your shopping cart.
    • Carefully check the content of your order, as well as the billing and delivery address, before confirming your order.
    • Enter credit card details in the secure payment section, then confirm your order.
    • As soon as your credit card transaction has been accepted, your order will be confirmed. You will immediately receive a confirmation by e-mail.

How do I track my order?

As soon as your order has been shipped, we will send you an e-mail confirmation, along with an itemized list of your order.

It is also possible to track your last orders in the section "My account", all details will be listed here. If you click on "My orders" in the section "My account", you can see a detailed description of your orders as well as their status.

Your order can have one of two statuses:

  • in progress
  • shipped

Once your order has been shipped, you package will be delivered within approximately 4 working days.

The "My orders" tab allows you to print out the invoices for each of your orders.

Can I purchase after the end of a sale?

Once a sale is finished, it is no longer possible to access a sale. It is therefore impossible to place an order.

PAYMENT

The prices listed on the website www.My-Store.ch are given in Swiss francs (CHF), VAT included (current applicable Swiss VAT rate).

How do I pay for my purchase?

Once you have selected your products and put them in the shopping cart, go to "My shopping cart" to see a summary of your purchase.

Carefully check the information in your shopping cart. Then, choose the billing and delivery addresses as well as the type of payment card you would like to use for the transaction.

Then enter the details of your credit card. After this, you will see a final summary of your order. Confirm the transaction.

Which payment methods are accepted on the website?

For reasons of security and ease of functioning, we only accept the following payment methods:

  • MASTERCARD
  • VISA
  • AMERICAN EXPRESS
  • PostFinance Card
  • PayPal

To ensure safe and secured payment, we use the professional electronic payment solution for payment and credit cards of Datatrans.

Commercial transactions are encrypted and secured by Datatrans' system, which is both simple and highly secure. Your credit card number will never and at no time be forwarded to us.

SSL (Secure Sockets Layer) and 3D Secure (verified by Visa and MasterCard SecurCode) security standards, as well the Industry Data Security Standard (PCI DSS) for payment cards, have been developed to guarantee the highest possible security for sending, authenticating, authorizing and storing data.

What do I have to do if there is a problem related to the payment?

Check that your credit card type is listed in the accepted cards on www.My-Store.ch and that the credit card number you entered does not have any spaces between the numbers.

If this does not solve your problem, please contact our customer service by e-mail (see "Contact" tab on the site).

DELIVERY

How will my items be delivered?

We deliver all over the Swiss and Liechtenstein territory.

All packages will be sent to the delivery address by Swiss postal mail to the delivery address you have entered in your order.

Shipping costs are indicated in the tab "My shopping cart" and are related to each sale.

In general, shipping costs 10.- Swiss francs (CHF) per purchase.

When the item is extra-heavy, it will be sent by special mail, possible extra costs will be indicated in your order.

If you are not at home when your order is delivered or if the package does not fit into your mailbox, it will be retained for you at the post office for a duration of 7 days.

What are the terms of delivery?

Usually, your order will be delivered within 30 days.

You will be informed of the delivery date during the final steps of the purchase.

RETURN OF MERCHANDISE

We always hope that you will be 100% satisfied with your purchase. After shipping of your package, you nevertheless have a period of 30 days to return the item. The item must be returned intact and not used.

What are possible reasons for a return?

If you want to return itmes, please go to "My Account". Click on "My orders" to see a detailed description of your orders.

Then click on the "Return an item" sub-heading. This will open a page covering the return of merchandise.

Simply select the item(s) you want to return, as well as the quantity to be returned.

Then select the return reason and confirm.

How do I get a return authorization number ?

  1. Please contact customer service by e-mail. You will find the address in "Contact" on the site. Our customer service will provide you with the exact instructions for returning any item. You will need a return authorization number (#NRA), issued by our customer service, before returning a purchase.
  2. The return authorization number (#NRA) should be marked on the shipping label, right under the shipping address provided by our customer service. All returned items must be in an "unused, new or sellable" condition, in the original box or packaging, including manuals, accessories, and warranty information (if this is applicable).

Important:

Returned merchandise that does not have a return authorization number (#NRA) from our customer service will not be accepted.

Attention: Please be informed that it is mandatory to note your complete address as well as the return address of My-Store on each parcel.

All returns should be sent to the following address:

My-Store SA
1200 Genève Base Distribution
Suisse (Switzerland)

In case of a return in accordance with article 7 of our General Conditions, the paid price shall be refunded as follows:

- If the return is due to an error made by My-Store SA, the paid amount is refunded to the credit card used for payment. Shipping fees shall be refunded by gift voucher.

- In any other case the customer shall be offered a gift voucher. Gift vouchers are to be redeemed on the website within one year. Only the paid amount shall be refunded and promotion codes cannot be refunded or reactivated.

- Please kindly note that you will need to activate your voucher yourself upon the order transaction. Our vouchers are not activated automatically.

FEEDBACK

How can I give my personal opinion?

If you have an idea or a suggestion, please don't hesitate to write us. We are always ready to listen!

Your feedback is highly precious. Share it with us by sending an e-mail to :contact@my-store.ch

If you encounter a problem, please be so kind as to describe it clearly to us. The more information you give us, the easier it will be for us to assist.

Once you have sent your message, you will receive a confirmation e-mail acknowledging receipt of your request.

We always try and do our best to reply as soon as possible to any request.