FAQ

Account

How do I create an account on Drake Store’s website?

To create an account, click on the icon ("My Account") at the top right of your screen. Then all you have to do is enter your e-mail under "Create your account", then complete and validate the "My personal information" form.

A confirmation email will be sent to you.

You can also create an account when placing your order.

If you have any difficulties, please do not hesitate to contact our customer service.
Do I have to create an account on Drake Store’s website?
You can place an order without creating an account. However, we recommend that you create one in order to facilitate the proper processing of your order and have access to information such as the status of your order, find and download your invoices easily, see your credits and coupons, create and follow a return order, etc.
How do I modify my personal information on my account?

Once logged in, you can modify your personal information by clicking on the icon ("My Account") at the top right of your screen.

Then, in your personal space, go to the "Information" section.
I forgot my password.

If you do not remember your password, all you have to do is click on the icon (“My Account”) and on the link “Forgotten password?”.

An email allowing you to reset your password will be sent to the address used when creating your account.
How do I log in into my account?
To log in, click on the icon ("My Account") at the top right of your screen. Enter your e-mail address, then your password and click on the "Log In" button.
How is my account personal information used?

Your Drake Store account information is used exclusively in the context of your business relationship with Drake Store.

This information is never shared with third parties or resold.

Your banking information is never in our possession since banking transactions are carried out directly and in a completely secure manner by our payment partners.

Items

How do I search an item?

You can use our search engine located at the top right of your screen. In this search bar, enter the brand, type or even the reference of the item.

You can also browse through our categories and use our filters, located on the left of your screen (brands, prices, sizes, materials and colors).
Why is an item no longer available?
If you no longer find an item on the Drake Store online boutique, it is because it is no longer in stock, both in our stores and on our site.
What if an item has a defect or is damaged?
The Drake Store online sales team pays close attention to any defects, stains or other imperfections that an item may have. If, despite all the care taken, you are not completely satisfied, please contact us by email: contact@drakestore.ch We will then find a satisfactory solution, whether it be an exchange or a discount.

Orders

How to place an order?

Once you have found your item and selected the size you want, add it to your shopping cart. Then click on "Basket".

If you do not wish to create an account, enter your personal information, your delivery address, choose your delivery and payment method, then confirm your order.

If you have an account with Drake Store, log in, enter your delivery address if necessary, choose your delivery and payment method, then confirm your order.
How do I know if my order has been registered?
Once the payment has been processed, you will land on a confirmation page. You will then receive an e-mail with the summary of your order.
How do I follow my order?
In the "History of your orders" section located in the "Your account" area, you will find all your orders as well as their respective statuses. We will evolve the status according to the logistic treatment.
How do I modify my order?

You cannot modify an order once payment has been made.

You can, however, place a new order if you have forgotten an item or cancel your order if the item ordered is not the correct one.
How do I cancel my order?

Cancellation of an order is only possible for orders that have not yet been shipped.

To do this, simply contact our customer service quickly at the following phone number: +41 (0) 22 732 36 44. Our team will confirm whether the order has been shipped or not and cancel your order.

For shipped orders, you can return the order to us within a maximum of 14 days following the invoice date.

Payment

Which payment methods are available?

Drake Store accepts the following payment methods:

Visa, Visa Electron, VPay, Maestro, Mastercard, Diners Club, Union Pay, Twint, American Express and payment in three instalments with Heidi Pay.
Is it possible to pay in several installments?
You can pay in three, six and ten installments free of charge only in Switzerland with our partner Heidi Pay.
Is my payment secure?

Payments made on Drake Store’s e-shop are completely secure.

We use totally secure transmission methods with our payment partners via encrypted data.

Furthermore, Drake Store does not keep any information relating to your payment.
When and where can I find my invoice?
Once your order has been shipped, your invoice can be viewed in the "History of your orders" section located in the "Your account" area.

Delivery

What countries do you ship to?
We offer deliveries internationally.
What are the shipping options?
All our deliveries are made by Post. The parcels are sent with tracking (against signature).
What is the delivery time?
The delivery time in Switzerland is around 5 working days and internationnaly 8 to 15 working days depending on the country.
How much is shipping?
Delivery costs are offered in Switzerland but fees are charged internationally. Customs fees may be charged by La Poste at the time of delivery.
How can I track my parcel?

As soon as your package is shipped from our warehouse and throughout the delivery process, you can instantly track it using the tracking link that will be sent to you by email.

You can also consult this information on the website of La Poste (www.post.ch) for your deliveries.
What happens if I am not at home at the time of delivery?

In case of absence during delivery to your home or place of work, the delivery person will leave you a calling card.

Depending on the geographic areas, you can either reschedule a delivery or pick up the package at the post office indicated on the notice.
What should I do if my parcel is damaged?

The Drake Store online ordering department processes your order with the utmost care.

However, if your package arrives opened or damaged, you must file your complaint with the Post Office.

Returns and exchanges of items purchased online

I ordered an item on Drake Store’s website, how do I return it?

To create a return, first make sure you are logged in into your account. Click on the "Your account" section, then "My orders" to register your return.

You then have the option of returning your item to the store or sending it back by mail.

Please note that to validate your return, the item must not have been worn and all labels must be attached.

At the store

We accept returns of items purchased on the Drake Store website at all of our Drake Store boutiques during business hours.

Returns to the store are free. Remember to print your invoice in order to present it to our sales teams in the store.

During your visit, a quality control will be carried out.

By mail

For products purchased online only, you can opt for a return by mail at your expense.

Remember to print your return slip and to insert it inside your package. Please use the same shipping package. The address is given to you on the return slip.

Upon receipt of the products, our teams will carry out a quality control.

Please note that returns of swimwear, lingerie and perfumes are not accepted.
What is the time limit for returning an item?
You can return unworn items to us within 14 working days of the invoice date indicated on the invoice inserted in your package.
How do I get a refund for a returned item?

Once we have received your return and our teams have carried out the quality control, we will refund your order.

In order to benefit from a faster refund, please register your return in the “My returns” section of the "Your account" area.
Can I exchange my order?

It is possible to exchange an item or even an order in our boutiques by choosing products that have an equivalent or higher prices.

However, you can return the unwanted item and then place a new order.

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