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🇨🇭 Customer Service

🇨🇭 Customer Service

Who is responsible for customer support?

The Customer Service of Galaxus is also available to customers of the merchant who have made purchases via the online shop of Galaxus. i.e. for questions regarding products, deliveries, invoices and payment modalities, etc.

For further questions, the merchant shall name a contact person to Galaxus. This person will provide information on questions concerning the merchant promptly by telephone and by email, at the latest within 24 hours on working days. Galaxus is entitled to refer the customer to the merchant in the event of queries.

Contact point at Digitec Galaxus AG

When contacting Customer Service, please always include your Galaxus order number/Order ID/purchase order.

The following service levels must be taken into account:

Annex 5 Service Levels Marketplace Switzerland

  • Customer Service: The merchant shall ensure that customer enquiries concerning him are answered within one working day (24 hours). If this service level is not met in 98% of incoming customer enquiries, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.

  • Customer Satisfaction: Galaxus is authorised to survey customer satisfaction with the merchant's services (in particular with regard to the quality of the products delivered, adherence to delivery dates, etc.) by means of customer surveys/feedback. In the event of insufficient customer satisfaction, the merchant may be warned. If customer satisfaction remains unsatisfactory, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.

What should I do in exceptional circumstances?

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