FAQ & Help

Here you will find answers to the most frequently asked questions in our online store.

Your account

  1. Click on “Register or Login” in the top right-hand corner of our online store
  2. Then click on “Register”
  3. Select whether you would like to register as a business customer or private customer. Business customers are created in our system. This process may take some time, so please be patient.
  4. Fill out the form and click on “Register”

  1.  Click on “Register or Login” in the top right-hand corner of our online store.
  2. Then click on “Forgot password”.
  3. Enter the e-mail address you use for your model account and click on “Reset password”
  4. You will now receive an e-mail to set a new password. Check your spam folder if your inbox is empty. Please contact us if your spam folder is also empty.

Contact us:

  • Tel: 0842 626 626
  • E-mail: modelshop.ch@modelgroup.com
  • Contact form

Please contact us to update your account information. You can find the current account information under “Account” in your user account.

Contact us:

  • Tel: 0842 626 626
  • E-Mail: modelshop.ch@modelgroup.com
  • Contact form

Please contact us to have your user account deleted.

Contact us:

  • Tel: 0842 626 626
  • E-Mail: modelshop.ch@modelgroup.com
  • Contact form

    Order

    1. Log in with your user account.
    2. Place the desired items in the shopping cart.
    3. Click on the shopping cart at the top right.
    4. Click on “Continue to checkout”.
    5. Specify your billing and delivery address or select the option “Pick up directly from stock” and click on “Continue”.
    6. Check your order and select a payment method and click on “Order now”

    Please contact us to cancel your order.

    Contact us:

    • Tel: 0842 626 626
    • E-Mail: modelshop.ch@modelgroup.com
    • Contact form

      Please contact us to change your order.

      Contact us:

      • Tel: 0842 626 626
      • E-Mail: modelshop.ch@modelgroup.com
      • Contact form

        No - There is no minimum or maximum order value.

        Prices, discounts & voucher codes

        The prices for our private customers are shown excluding delivery costs and including VAT.

        For our business customers, prices are shown without delivery costs and exclusive of VAT.

        The percentage price reduction is deducted during checkout and is shown on the order confirmation.

        Due to the price and quantity graduation of our articles, you benefit from reduced prices on an ongoing basis. We will be happy to offer you an individual pallet price for orders of one pallet or more. Please contact our customer service or use the “Request pallet price” function on the product page.

        Contact us:

        • Tel: 0842 626 626
        • E-Mail: modelshop.ch@modelgroup.com
        • Contact form

        We will be happy to make you a special offer for orders over CHF 3500. Please contact our customer service or use the “Request a quote for this shopping cart” function in your shopping cart.

        Contact us:

        • Tel: 0842 626 626
        • E-Mail: modelshop.ch@modelgroup.com
        • Contact form

        1. Place the desired items in the shopping cart and click “Continue to checkout”
        2. Follow the steps in the checkout.
        3. Under the Summary step, enter your voucher code in the “Coupon Code” field and click on “Activate”
        4. Click on “Order now” and complete the purchase.

        Payment

        We offer the following payment methods to our private customers:

        • Credit card
        • Twint
        • Prepayment

        We offer the following payment methods to our business customers:

        • Credit card
        • Twint
        • Prepayment
        • Invoice

        For some payment methods, especially payments on account, we assume an increased financial risk. Due to risk assessments on our part, this may result in certain payment methods not being available. Other triggers may be technical problems. We always try to resolve these as quickly as possible and therefore ask for your understanding.

        Please contact us to find a suitable solution.

        Contact us:

        • Tel: 0842 626 626
        • E-Mail: modelshop.ch@modelgroup.com
        • Contact form

          If you cannot select a payment method, you have probably been blocked by our accounting department. In this case, please contact our customer service.

          Contact us:

          • Tel: 0842 626 626
          • E-Mail: modelshop.ch@modelgroup.com
          • Contact form

            1. Select credit card as the payment method in the checkout and click on “Order now”.
            2. Enter your credit card details and complete your purchase.

            1. Select prepayment as the payment method in the checkout and click on “Order now”
            2. You will receive an e-mail with our bank details.
            3. Pay the amount. Your order will be dispatched immediately after receipt of payment.

            Install the TWINT app on your smartphone and enter your postal or bank account or a credit card.

            1. Select Twint as the payment method in the checkout and click on “Order now”
            2. You will now be redirected to the Twint “Payment page”.
            3. Follow the Twint instructions and complete your purchase.

            1. Select invoice as the payment method in the checkout and click on “Order now”.
            2. You will receive an e-mail with the QR invoice and the corresponding payment conditions. Your order will be processed as quickly as possible.

            Adjust your billing address under “Addresses” in your user account. Or change it in the checkout.

            Shipping, delivery & collection

            From an order value of CHF 350, no delivery costs will be charged.

            Below an order value of CHF 350, the following postage costs will be charged:

            • Parcel post CHF 10
            • Bulk mail surcharge CHF 20
            • Pallet transportation CHF 30     

            We deliver your order with our own fleet of vehicles or selected partners. We deliver parcels exclusively with Swiss Post. In this way, we guarantee that your order is delivered smoothly and on time.

            Orders from stock that we receive by 16:00 will be delivered the next working day. 

            Yes - Select the desired delivery date in the checkout and complete the order. If you would like your order to be delivered at a specific time, please contact our customer service.

            Contact us:

            • Tel: 0842 626 626
            • E-Mail: modelshop.ch@modelgroup.com
            • Contact form

              Customize your delivery address under “Addresses” in your user account. Or change it in the checkout.

              No - Model Shop Switzerland currently only supplies customers within Switzerland.

              Pick-up times: From Monday - Friday between 9:00 - 15:30

              Please note that you must place your order early in order to be able to collect it on the same day:

              • Order by 9:00 a.m. - collection from 1:00 p.m.
              • Order by 13:00 - collection from 14:00
              • Order by 14:00 - collection from 15:00

              You can pick up your order here!

              Pack Shop Weinfelden, Bleichestrasse 41, 8570 Weinfelden

               

              Complaints & returns

              Complaints regarding quality and workmanship must be reported within 8 days of receipt of the goods. In the event of justified defects reported in good time, we shall assume the warranty by repairing or reproducing faultless goods up to the original order value. Please use our contact form for this purpose.

              In this case, please fill out our contact form.

              We apologize for the incorrect delivery and ask for your understanding. Due to various aspects, it can happen that deliveries do not reach their correct destination. Please contact us via the contact form so that we can find a suitable solution.

              Have you found a translation error? Is the product data incorrect or are you having trouble finding your way around our online store? Then please contact our customer service.

              Contact us:

              • Tel: 0842 626 626
              • E-Mail: modelshop.ch@modelgroup.com
              • Contact form

                Data protection & security

                All data provided by you will be used exclusively for ordering and delivery purposes. In addition, state-of-the-art encryption techniques are used to prevent unauthorized third parties from accessing your data. Credit card payments are secured by 3D-Secure, encrypted and processed via our payment service provider Safer Pay. We do not store any credit card data. (Link to privacy policy)

                We only process your personal data for the purposes stated in the privacy policy. Your personal data will not be passed on to third parties for purposes other than those stated. We will only disclose your personal data to third parties if:

                • You have given your express consent,
                • the processing is necessary for the performance of a contract with you
                • the processing is necessary for compliance with a legal obligation
                • the processing is necessary to protect legitimate interests and there is no reason to assume that you have an overriding legitimate interest in not disclosing your data.