Frequently asked questions (FAQ)

Can I place a guest order?

Yes, guest orders are possible.

I want to delete my customer account

Please send an email to [email protected] to delete your account and all customer data.

How can I open a customer account?

Yes.

I can't log in

Each email address can only be registered once. If the message "This e-mail address is already in use..." appears, select "Already a customer? Sign in here".

I forgot my password

Click on "Forgot your password". You can enter your email address and you will immediately receive a link via email to reset your password. If you haven't received an email, please check your spam folder.

How can I cancel my order?

If you have not yet received a shipping confirmation, cancellation should be possible.
Please send us an email to [email protected] or call us: 041 227 80 80

If you have already received a shipping email, the package is on its way and can no longer be cancelled.

I ordered the wrong item, what should I do?

If you have not yet received a shipping confirmation, you should be able to change your order.
Please send us an email to [email protected] or call us: 041 227 80 80

If you have already received a shipping email, the package is on its way and can no longer be changed.

I entered an incorrect shipping/billing address, what do I do?

If you have not yet received a shipping confirmation, you should be able to change your address.
Please send us an email to [email protected] or call us: 041 227 80 80

If you have already received a shipping email, the package is on its way and the address can no longer be changed.

What are the shipping costs?

• Under CHF 40.00 order value: CHF 7.90
• Under CHF 100.00 order value: CHF 5.90
• From CHF 100.00 order value: free delivery

How long does shipping take?

Your order will be shipped within 1-2 working days with PostPac Priority as standard. The delivery time usually takes 1 working day. There are longer delivery times for individual brands, the shipping time is noted in each case.

I have not received an order and shipping confirmation, has my order been shipped?

Please check your spam folder. If you haven't received an email, check the order status in your account under "Order history and details".

Do you offer international delivery?

No, we only ship within Switzerland and Liechtenstein.

Do you also deliver on Saturday?

In urgent cases we also offer Saturday delivery. To do this, send us an email to [email protected] by Friday, 2.30 p.m. at the latest.
Shipping costs surcharge for Saturday deliveries: CHF 6.00

Is delivery against signature?

We ship with PostPac Priority as standard. We also offer the PostPac Signature shipping option (delivery against signature).
If you wish, please send us an email to [email protected]. Shipping surcharge for PostPac Signature: CHF 3.00

Where can I find the tracking number?

You will receive the tracking number for tracking your package in the shipping email once the package has been shipped.

Is it possible to pick up my order?

No, on-site collections are not possible.

Do you have a point of sales?

No, we don't offer the possibility to buy products at our location, we only offer our products online. 

I did not receive my package, what should I do?

First, please check the status of your shipment. You received the tracking number in the shipping email. If the shipment has not been delivered within 2-3 working days, please send us an email to [email protected] with your order number. We will initiate an investigation at the post office for you.

If the shipment was delivered according to the transmission history, please ask your neighbors if anyone has seen the package. Unfortunately, it happens that the postman mixes up the storage compartments and one of your neighbors has received the package by mistake.

If you cannot find the package, please send us an email to [email protected] with your order number. We will start an investigation at the post office for you. The investigation can take 5-14 days

The delivered package was stolen, what should I do?

First, an inquiry is made at the post office to ensure that the package has been delivered to the correct address. Please send us an email to [email protected] with your order number. We will start an investigation at the post office for you. The investigation can take 5-14 days.

If the post confirms the correct delivery again, the liability passes to the customer. You have the option of filing a complaint with the police and reporting the case to your insurance company.

Kanela doesn't accept liability for stolen packages.

Can I return my goods?

Normally all items are non-returnable. We only accept returns that are in their original packaging and unopened. Following items cannot be returned due to hygienic, legal or logistical reasons. In particular, but not exclusively, these are:

Food and beverages
Medicines and dietary supplements and other remedies
Hygienically sensitive items

How should I proceed with a return?

Please send the package to the following address:
RMB Logistics
Returns
Staldenhof 8
6014 Luzern

Place enclose a copy of the invoice receipt and write down the reason for the return. After the return has been checked, the amount will be refunded to you or the invoice will be cancelled/adjusted.

My product is defective, what should I do?

Please send us an email to [email protected]. Our customer service will contact you within 1 business day.

What payment methods are offered?

Invoice
PayPal
Visa
Mastercard
TWINT
PostFinance
American Express

Why can't I order by invoice?

Companies
If you entered a department in the Company address field, our credit program may not recognize the correct address. Send us an email to [email protected] so that we can activate your account manually.

Private clients
If you have recently moved, the new address may not yet be updated in the credit program. Please send us an email to [email protected] with your previous residential address so that the creditworthiness can be checked manually and your account can be activated.

As a private customer, please delete information such as e.g "Private" or similar, otherwise no credit check can be carried out.

I paid via TWINT but did not receive a confirmation, what do I have to do?

If you have not returned to our shop after the TWINT debit, please send us an email to [email protected] so that we can release your order manually. There may have been a connection error between TWINT and our shop or the order has been canceled too early.

My credit card is not accepted, what should I do?

In rare cases, credit card payments are not accepted on certain older devices such as Apple tablets. In this case, please select a different payment method.

If no payment method is accepted, please send us an email to [email protected].

There was no invoice in the package, what do I have to do?

Please send us an email to [email protected] stating your order number, we will send you the invoice by email.

The IBAN on the QR code doesn't work, what should I do?

Select the "QR invoice" payment method in your e-banking, so the QR IBAN no. CH91 3077 8209 0686 5200 1 is valid.

If you don't pay the amount using a QR code, use the standard IBAN CH69 0077 8209 0686 5200 1

How can I encash my bonus?

You can redeem your bonus points on the shopping cart page, click on "Apply bonuses".

How can I encash a voucher code?

You can enter your promo code on the shopping cart page.

Why can't I encash my voucher?

Each voucher can only be redeemed once and has a limited time.

Can I deduct a voucher code and bonus points?

No, only 1 deduction is possible.

I received a reminder although I have already paid the bill

Please send us the payment receipt by email so that our accounting department can check the receipt of payment.

I need a longer payment period

Please send us an email to [email protected] so that we can agree on a longer payment period.

Can I pay in installments?

No, unfortunately we do not offer installment payments.