FAQ – Questions & Answers

Everything about ordering, payment, shipping, and returns.

FAQ & Returns

General

Who is Militaershop.ch?

Militaershop.ch is operated by 4 elements GmbH, a Swiss company based in the beautiful Rhine Valley. Since 2002, we have been supplying army personnel, security forces, and outdoor enthusiasts with high-quality equipment. As a committed Swiss company, we place great value on quality, fair prices, and personal service – which is reflected in our selection, our expertise, and our passion for everything related to the military and the outdoors.

How can I contact you?

We are here to help via email or the contact form on our website. We deliberately avoid phone support because responding via email allows us to address your questions more specifically and usually help you faster. We look forward to your message and will respond as soon as possible.

Ordering

How can I order?

Simply add the desired items to your shopping cart, proceed to checkout, and select your preferred shipping and payment method.

Do I need a customer account?

No, you can easily place an order with us as a guest. However, a customer account is worthwhile: you can view your orders, save delivery addresses, and complete future purchases even faster.

Can I modify my order after placing it?

Unfortunately, orders cannot be changed after they have been submitted, as our shipping process starts very quickly. Please feel free to write to our support team – we will review your request and help if it is still possible.

Can I cancel my order?

Cancellation is possible as long as your order is not yet being processed in the warehouse. If the order is already on its way or being processed, our standard return policy applies. You can send cancellation requests directly to our support team via email.

Payment & Credit

Which payment methods are accepted?

Payment method	Details
Prepayment	Transfer the amount to our PostFinance account: IBAN: CH52 0900 0000 8549 2073 8 BIC/SWIFT: POFICHBEXXX Clearing no.: 09000 Beneficiary: 4 elements GmbH, Widenstrasse 4, 9464 Rüthi SG
Invoice (private customers)	Processed via CembraPay AG. You will receive the invoice via email and pay directly to CembraPay. The terms and conditions of CembraPay AG apply.
TWINT	Pay simply and conveniently via TWINT.
Credit card (Visa / Mastercard)	Pay easily and straightforwardly with supported credit cards.
PayPal	Pay directly and securely via your PayPal account.
PostFinance E-Finance / Postcard	Use the payment options provided by PostFinance.

Is my payment data secure?

Yes, payments are processed through secure and encrypted systems. We do not store any payment data.

Why can I not pay by invoice?

For purchases by invoice, our partner CembraPay performs an online check. This check can be negative for various reasons, such as creditworthiness, contradictory information, or unpaid CembraPay invoices. You can find all information regarding payment by invoice on the CembraPay website. Payment processing is handled by CembraPay AG. The GTC of CembraPay AG apply.

When will I receive my credit?

The refund will be processed within 7–14 working days after receipt and inspection of the returned items.

What happens to the invoice in the event of a return?

The corresponding amount will be credited to you or adjusted if you are only returning part of the order. You will receive an adjusted invoice. If you selected payment by invoice, you will receive an adjusted invoice from CembraPay.

Where can I redeem a voucher?

You can enter vouchers directly in the shopping cart or during checkout in the designated field. Retroactive crediting is not possible.

Where can I order a gift voucher?

You can order gift vouchers directly in our online shop. Simply select the desired amount, add the voucher to your shopping cart, and complete the order as usual. The voucher will be sent to you digitally via email.

Shipping & Delivery

Where do you deliver to?

We deliver within Switzerland and the Principality of Liechtenstein.

Due to customs regulations, we currently do not deliver to Samnaun and Büsingen.

What are the shipping costs?

Shipping method	Delivery time	Price
PostPac Economy (CHF 0–99.99)	2–3 working days	CHF 7.90
PostPac Economy (from CHF 100)	2–3 working days	Free
PostPac Priority (CHF 0–99.99)	1 working day	CHF 9.90
PostPac Priority (from CHF 100)	1 working day	CHF 2.00
Swiss-Express "Mond" incl. Saturday* (CHF 0–99.99)	Delivery by 9:00 AM	CHF 19.90
Swiss-Express "Mond" incl. Saturday* (from CHF 100)	Delivery by 9:00 AM	CHF 11.90
Field post (Feldpost)*	1–2 working days	Free
Saturday delivery (CHF 0–99.99)	Order received by Friday, 3:00 PM	CHF 12.90
Saturday delivery (from CHF 100)	Order received by Friday, 3:00 PM	CHF 4.90
Pepper spray (CHF 0–99.99)	"Signature required" (RMP)	CHF 15.90
Pepper spray (from CHF 100)	"Signature required" (RMP)	CHF 7.90

* Field post for military personnel

Upon request, we ship free of charge to military addresses as field post, regardless of the order value. Eligible personnel include recruits, soldiers, cadre students, those serving their service, and reserve soldiers (WK), including Swisscoy. According to current postal law, professional military personnel, commands, and administrative offices are not entitled to receive private field post.

* Orders with pepper spray ("Signature required" - RMP)

According to Swiss chemical law, shipment to private individuals is made with personal delivery and identity verification. The ordering party and the recipient must be identical, and first and last names must be written out in full. Delivery to business addresses is not possible.

* Mondexpress

Orders and payments must be completed Monday to Friday by 3:00 PM, and the goods must be in stock. Delivery takes place the next day by 9:00 AM, including Saturdays. Excluded are Samnaun, Büsingen, and Campione d’Italia, as well as P.O. boxes and shipments marked "Postlagernd" (Poste Restante).

How long does shipping take?

Priority: 1–2 working days
Economy: 2–3 working days
Mondexpress: Delivery by 9:00 AM the next day

For Mondexpress, orders and payments must be completed Monday to Friday by 3:00 PM and the goods must be in stock. Delivery takes place the next day, including Saturdays. Excluded are Samnaun, Büsingen, and Campione d’Italia, as well as P.O. boxes and shipments marked "Postlagernd" (Poste Restante).

Can I track my order?

Yes, you will receive a tracking number via email after shipment.

Which shipping service provider is used?

We work closely with Swiss Post – our packages are collected from our warehouse by the post office every day. If goods are too heavy or too large for the post office, we deliver via truck. We deliver exclusively to addresses in Switzerland or the Principality of Liechtenstein (excl. Samnaun).

Do I pay customs duties and import fees?

No, there are no customs or import fees because we ship all products directly from our Swiss warehouse.

Can I pick up the goods on site?

Yes, by appointment. You are welcome to send us your order via email, and we will pick the items for you without obligation. (Only cash payment is possible on site)

Returns & Exchanges

Can I return items?

Yes, with a few exceptions (see below), you can return unused and original-packaged items (with labels) to us. Please ensure a clean environment when trying on clothing.

How much time do I have to make a return?

You have 30 days from receipt of the goods to return your order.

Can I exchange items?

Due to our system, we unfortunately do not offer exchanges. You will receive a credit for your return via the payment method used during the purchase, or in the case of payment by invoice, you will receive an adjusted invoice from CembraPay.

In what condition can I return items?

Items must be in their undamaged original packaging and labels must not have been removed. Items must also be unused and in perfect condition. Unfortunately, we cannot accept items without packaging or labels, or used items. Items must be securely packaged for return. All product packaging can be opened easily to view the products and then packed up cleanly again. It is therefore not necessary to tear or cut open the packaging. We and future customers appreciate it if you handle the goods and the packaging with care. We can only accept returns that can be put back on sale and show perfect packaging. Product packaging/sales packaging must under no circumstances be used as a shipping box and must not have shipping labels attached to it.

Which items are excluded from the return policy?

The right of withdrawal does not apply to the following goods and services:

Customized and personalized products: Goods that have been individually manufactured, designed, or personalized according to customer requirements, especially identification tags with custom stamping, embroidered items, personalized versions, as well as goods specifically ordered in large quantities for the customer.
Food and products with limited shelf life: All food and beverages as well as products with a limited shelf life or an expired expiration date.
Sealed audio/video recordings and software: DVDs, CDs, games, or software if the seal or original packaging has been opened.
Books, newspapers, magazines, and periodicals.
Goods for health or hygiene reasons: Products that are not suitable for return for hygienic or health reasons or whose seal has been removed, for example, hearing protection products.
Underwear and hygienically sensitive clothing: Boxers, underpants, briefs, socks, and similar clothing items.
Opened or unsealed building blocks and construction kits.
Special and safety-relevant equipment: especially thermal imaging cameras, pepper spray, water filters, and water treatment items.
Accumulators and batteries.
First-aid products and medical consumables: Bandage material, plasters, sterile components, emergency kits, and opened products.
Hazardous goods, flammable liquids, and gases: especially lighter fluid, butane gas, cartridges, and similar liquids and pressure vessels.
Goods with missing or damaged original packaging, removed labels, or damaged security seals.

Please also note our GTC.

How does a return work?

Place the items securely packaged in the parcel, include the delivery note, and send the parcel to our return address. After your return has reached us, we will unpack and check it. Subsequently, your refund will be triggered.

To which address can I send the return?

4 elements GmbH, Widenstrasse 4, 9464 Rüthi SG

Who bears the return costs?

Return costs are borne by the customer, except in the case of errors on our part.

Are there any additional costs for a return?

For returns, you only incur the shipping costs. We do not charge any processing or service fees. If you return all goods, or if the value of the items kept falls below CHF 100.-, the actual postage costs incurred (at least CHF 7.90) for the delivery to you will be charged.

Complaints & Warranty

What to do if an item is defective or delivered incorrectly?

Contact our support team immediately via email, ideally with a photo. We will take care of a replacement or refund.

How long is the warranty?

The statutory warranty of 2 years applies unless otherwise stated for the product.

Privacy & Security

How is my data treated?

We use your data exclusively for order processing and our customer service.

Will my data be passed on to third parties?

No, your data is only passed on to partners necessary for shipping and payment. No further disclosure takes place.