The goods are delivered to the address mentioned by the customer on the order form (only in Switzerland for now)
Upon receiving the goods, the customer must check the state of the package and immediately communicate any damage caused by delivery on the delivery slip and to the company diams.ch SA.
If they wish the customer may have the bill sent to an address other than the one delivered to by completing the appropriate information on the order form.
For the delivery of goods we work mainly with the Swiss post office. (Secure delivery with insurance and signature upon receipt). As soon as the goods are sent, you will get an e-mail with information.
The Post Office
All the goods are sent through the Swiss post office. Besides being reasonably priced, this service delivers all over Switzerland within 24 hours. It also offers the possibility for goods to be picked up at the nearest post office to the delivery address in case you are absent at the time of delivery.
If you are absent at the time of delivery, your postman will leave a slip in your mailbox. This slip will allow you to pick up the goods at the post office during opening hours within 5 working days.
The Swiss post office offers a very reliable service. Nevertheless, a delay or loss could occur, as is the case in any delivery system. If a delay occurs (according to the delivery e-mail) we ask you to inform us of this by telephone or e-mail. We will then contact the post office and open an inquiry. A post office inquiry could last 21 days from the opening of the inquiry. If, within that timeframe, the goods are found, they will be directly sent to your address (most cases). If, however, the package is not found within 21 days, the post office considers it as lost. Only at this time can we send you a replacement at our expense. If the goods or part of them are unavailable at this time, you will be reimbursed for the products lost by the post office.
If the product(s) are still available, but the sales price on the site has changed we will apply the most advantageous price. If this price is lower than that of your initial order, we will pay you the difference by bank or postal order.
We decline all responsibility concerning the lengthening of delivery deadlines by the carrier (in the event of loss or strike, for example).
Delivery problems caused by carrier.
Any incident concerning delivery (damage, missing product compared to delivery slip, damage to package or to products…) must in all cases be mentioned on the delivery slip under “handwritten comments” and signed by the customer. In addition to this, the customer must send a registered letter (with acknowledgement of receipt) to the carrier confirming this within 2 working days after delivery of the goods. A copy of this letter must be sent to our customer service center by fax or regular mail.
Delivery errors
Any complaint as to delivery errors such as wrong goods or differences in nature or in quantity compared to the delivery slip must be communicated to diams.ch SA the day of delivery or within one workday at the latest. Any complaint after this deadline will be rejected.
The formulation of this complaint addressed to diams.ch SA can be done:
- First, by telephone at 021 625 63 34 Mon. to Fri. From 9h30 to 12h00 and from 14h00 to 17h00.
- by going onto our site under « follow your order », or, after having entered your client number, you can ask your question (do not forget to include the order reference)
Any complaint that is not formulated according to the above instructions or is not in the given timeframes cannot be taken into consideration, and releases diams.ch SA of all responsibility towards the customer.
Upon receipt of the complaint, the company diams.ch SA will give an exchange number for the product(s) concerned, and will send the number to the customer by e-mail, fax, or telephone. Without this number following the above procedure, no exchange can take place.
In the event of a delivery error or an exchange, the product(s) to be exchanged or reimbursed must be returned to diams.ch SA in its original form and packaging by registered post to the following address:
diams.ch SA
case postale 118
Avenue de Cour 32
1000 Lausanne 3 Cour
Tél : 021 625 63 34
In order to be accepted, any return must first be notified to the customer service center of the company.
The postal fees will be paid by diams.ch SA and will be reimbursed to you by bank or postal payment unless the returned product does not correspond to the original declaration made by the customer on the return slip.
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