Customer Policy


In accordance with legal prescriptions in Switzerland and in the European Union, please find herein the following customer policy.

The article delivered must be returned in its original case, unused, untouched, with all the necessary documents in order for the Customer to benefit from an exchange.

Some products, hereafter but not inclusively, underwear or intimate clothing may not be exchanged.

Other products that may not benefit from this Policy :

* Gift cards


If you wish to return an article, please send us an e-mail at [email protected]. Listed below are the mandatory prerequisites for the return of a product.

In some cases, partial reimbursement is solely possible:

  • Any article which is not in its original state, damaged, or misses parts for any reason, which we are not responsible for.
  • Any article, which is returned after more than 30 days after the date of delivery.


After careful examination upon return of your product, we shall send you an e-mail that confirms its status and whether or not we decide to reimburse you.

If your product is eligible for a reimbursement, a credit in your favour will automatically be applied on your credit card or any other original method of payment, within a reasonable period of time.

Reimbursement Policy

If you have not yet received your reimbursement, please check first your bank account. Then, contact your credit card company. It is usual indeed that it may take several business days for your credit to appear in your bank account.

Thirdly, contact your bank. Then again, it may take several business days for the payment to be processed.

In the event, after following all these steps, you still have not received your reimbursement, do not hesitate to contact us at [email protected].


Discounted articles or products are neither reimbursed nor exchanged. Products excepted from sales are exclusively eligible for a reimbursement or exchange.


Exchanging an article is possible, if it is defective, damaged at delivery, or if the size is not fitting, in the limit of the available stock.

If the article is defective, you have the possibility to exercise a right of withdrawal, a price reduction, an exchange, or a right of reimbursement, within two years of purchasing the product.

If the article is damaged at delivery or if the size does not fit, the article shall be returned in its original state and non-used to beneficiate from this clause. In fact, it will be impossible to determine if the damage of a used article is due to an inappropriate use of the product. The exchange request must be addressed within 14 days after the delivery of the product. Do not hesitate to contact our after-sale services, at [email protected], should you encounter any issues with one of our articles.

If you wish to exchange an article, send an email at [email protected] and send us the article at: Chemin de la Magnenette 27, 1350 Orbe, VD, Switzerland.

If the stock does not allow an exchange against the same article, we will notify you and list you the available options. You may either be reimbursed, receive a voucher of the value of the purchased article, or to be delivered the article at the next production, if an additional production of the collection is planned.


You may receive a gift-card credit amount equal to the gift, if the product you have received is identified as a gift upon the sale and if sent directly to you.

However, if the product is not a gift sent directly to you, or if the donor has received it before sending it to you, we shall refund the donor personally.


Articles must be sent via postal services to the following address : Chemin de la Magnette 27, 1350 Orbe, Vaud, Switzerland.

Shipping fees regarding refunds and exchanges, must be payed solely by the client. Shipping fees are not reimbursed. If you have received a reimbursement from GentleTouch Sàrl, shipping fees are deducted from the total amount refunded.

Depending on your home State, shipping deadlines may vary. We do not guarantee that we receive any article returned. In order to assure a secure shipping to our headquarters, we strongly recommend that, any article valued above 75CHF, should be shipped using a service that allows the track and trace of your sending, as well as the subscription to a delivery insurance.