Frequently Asked Questions (FAQ)
Customer Account
How do I create a customer account on 3.5 Brands Store?
To create a customer account, click the ("My Account") icon in the top right corner. A form will appear for you to fill out. Enter your details and confirm. You will then receive a confirmation email to verify and activate your account.
You can also create your account during your first purchase directly in the webshop.
If you have trouble during registration, our customer service team is happy to assist.
Why do I need a customer account?
A personal account on 3.5 Brands Store (www.3punkt5.ch) is necessary to manage your orders properly, track shipment status, download invoices, monitor returns, and more.
How can I change my personal details?
Click on the ("My Account") icon in the top right and log in. Under "My Addresses," you can view and edit your information. After making changes, click "Save."
How do I reset my password?
If you forgot your password, click on "My Account" or the "Forgot Password?" link during login. We will send you an email with a link to reset your password.
How do I log in?
Click on the ("My Account") icon in the top right, enter your email address and password, then click "Log In."
How are my personal data used?
Your data are only used within the scope of your business relationship with 3.5 Brands Store. We do not share or sell your information to third parties. All transactions are secured and processed by our payment partners, and we do not have access to your bank details.
Products
How do I find a product?
You can search for products by clicking the "Search" icon in the top right corner. You can enter the brand, product name, or EAN (barcode). You can also browse categories and use filters (colors, sizes, price) on the left to refine your search.
What should I do if a product is defective or damaged?
Our team carefully checks all items. If you are still unsatisfied, please contact us by phone at 078 831 56 24 or via email at info@3punkt5.ch.
Orders
How does an order work?
Find your desired product, select the size, and click "Add to Cart." To complete the order, go to "My Cart" or click on the cart icon.
If you don't have an account, you can also order as a guest by clicking "Proceed as Guest," entering your email, and following the instructions.
Next, enter your delivery address and select your payment method, then confirm your order.
How do I know if my order has been successfully placed?
After payment, a confirmation page appears. You will also receive an email with a summary of your order.
In "My Orders" under "My Account," you can view all your orders and their current status.
How can I track the status of my order?
In "My Orders," you will find all your orders along with their current status. We update this regularly during processing.
How can I change my order?
Once paid, an order cannot be changed. However, if you made a mistake (e.g., wrong item), contact our customer service (email: info@3punkt5.ch or tel: 078 831 56 24). We will try to amend the order if it has not yet been shipped.
How do I cancel an order?
Only orders not yet shipped can be canceled. Please contact our customer service via email or phone for confirmation.
If your order has already been shipped, you can return it within 14 days.
Is it possible to place an order on account?
Yes, the "Buy on account" option is available. Payment processing is handled by our partner PowerPay, who also manages all invoice-related questions.
Payment
Which payment methods can I use?
At 3.5 Brands Store, you can pay with the following methods:
- Visa
- MasterCard
- American Express
- PayPal
- PostCard
- Twint
- Gift card from 3.5 BDST
- Buy on account (PowerPay)
Is it a secure payment method?
All payments on our online shop (www.3punkt5.ch) are fully secured. We work together with our payment partners (PostFinance), using secure, encrypted transfer methods. Additionally, 3.5 Brands Store does not store any payment or bank information.
How do I use a gift card?
You can pay with your 3.5 Brands Store gift card during checkout by entering "I have a gift card" in the payment method field and typing in your card number.
What should I do if my promo code doesn’t work?
If you have received a promo code from 3.5 Brands Store, enter it in the "Promo Code" field and click "OK."
If the code is not recognized, carefully check the entry for correct uppercase and lowercase letters. If the code has expired or is incorrect, an appropriate message will appear.
Shipping
In which countries are orders shipped?
We only deliver within Switzerland and Liechtenstein. Currently, no shipments outside these regions are possible.
Which shipping methods are used?
All shipments are sent via DPD or the postal service.
How long is the delivery time?
Once prepared, your order will be shipped within 1 to 5 business days. Usually, items are shipped on the same day the order is placed.
How much are the shipping costs?
Shipping costs CHF 9.- per order in the 3.5 Brands Store online shop.
How can I track the status of my order?
As soon as your package leaves our warehouse, you will receive an email with a tracking number. Using this, you can follow the shipment on www.dpd.ch or www.post.ch.
What happens if I’m not at home when the delivery arrives?
If you’re not home at the time of delivery, the courier will either leave the package in your mailbox or notify you with a delivery note. You can then reschedule the delivery or pick up your package at the post office indicated.
What should I do if my package is damaged?
Our shipping partners work carefully, but if your package arrives damaged or opened, please file a complaint with the post or DPD. If your order is incomplete, contact our customer service immediately at 078 831 56 24.
Returns and Exchange of Online Purchases
Items from warehouse sales or liquidation are excluded from the right of return. The specific return policy for individual items is indicated in the product description.
How do I return a purchased item?
Log into your customer account at 3.5 Brands Store ("My Account" > "My Orders"). You can choose to return your item either directly in our store (if still open) or by mail.
By mail:
You may also return your order by mail. The shipping costs are borne by the customer.
Remember to print and include the return slip. Use the original packaging in which you received the item.
The team will check the product upon receipt. Important: Do not remove the security tag, or the return will no longer be accepted.
I bought a sale item. How can I return it?
Sale items, that are not part of a warehouse sale or liquidation, can be returned in our store (once reopened) or by mail.
The return policy is specified in the respective product description.
How much time do I have to return an item?
You can return unused items within 14 days. The security tag must remain attached.
Otherwise, the return is no longer possible.
How much time do I have to return an item?
You can return unused items within 14 days. The security tag must remain attached; otherwise, the return will no longer be accepted.
How is my payment for an item refunded?
Once we receive your returned item, our team will check its condition. Then, the purchase amount will be refunded.
If you paid with a credit card, the refund will be processed to the same card. For bank transfers, the money will be transferred to your bank account.
To speed up the process, please register the return in your account under “My Account” > “My Returns.”
Payment for a pre-order
On the website www.3punkt5.ch, you can pre-order items that will only be delivered weeks or months after the order is placed.
The indicated availability date is based on information received from suppliers by Aleanz GmbH.
If you pay by credit card or PayPal, the amount will be debited on the day of purchase.
If you pay by bank transfer, the payment must be completed within 48 hours of the order.
Aleanz GmbH is not responsible for any changes to the delivery date, cancellations, or deviations due to production changes from the suppliers.
If the pre-ordered item is later unavailable, the paid amount will be refunded via the original payment method.
Pre-ordered items will be shipped as soon as they are available.
The delivery address indicated during pre-order cannot be changed.
Frequently Asked Questions (FAQ)
Customer Account
How do I create a customer account on 3.5 Brands Store?
To create a customer account, click the ("My Account") icon in the top right corner. A form will appear for you to fill out. Enter your details and confirm. You will then receive a confirmation email to verify and activate your account.
You can also create your account during your first purchase directly in the webshop.
If you have trouble during registration, our customer service team is happy to assist.
Why do I need a customer account?
A personal account on 3.5 Brands Store (www.3punkt5.ch) is necessary to manage your orders properly, track shipment status, download invoices, monitor returns, and more.
How can I change my personal details?
Click on the ("My Account") icon in the top right and log in. Under "My Addresses," you can view and edit your information. After making changes, click "Save."
How do I reset my password?
If you forgot your password, click on "My Account" or the "Forgot Password?" link during login. We will send you an email with a link to reset your password.
How do I log in?
Click on the ("My Account") icon in the top right, enter your email address and password, then click "Log In."
How are my personal data used?
Your data are only used within the scope of your business relationship with 3.5 Brands Store. We do not share or sell your information to third parties. All transactions are secured and processed by our payment partners, and we do not have access to your bank details.
Products
How do I find a product?
You can search for products by clicking the "Search" icon in the top right corner. You can enter the brand, product name, or EAN (barcode). You can also browse categories and use filters (colors, sizes, price) on the left to refine your search.
What should I do if a product is defective or damaged?
Our team carefully checks all items. If you are still unsatisfied, please contact us by phone at 078 831 56 24 or via email at info@3punkt5.ch.
Orders
How does an order work?
Find your desired product, select the size, and click "Add to Cart." To complete the order, go to "My Cart" or click on the cart icon.
If you don't have an account, you can also order as a guest by clicking "Proceed as Guest," entering your email, and following the instructions.
Next, enter your delivery address and select your payment method, then confirm your order.
How do I know if my order has been successfully placed?
After payment, a confirmation page appears. You will also receive an email with a summary of your order.
In "My Orders" under "My Account," you can view all your orders and their current status.
How can I track the status of my order?
In "My Orders," you will find all your orders along with their current status. We update this regularly during processing.
How can I change my order?
Once paid, an order cannot be changed. However, if you made a mistake (e.g., wrong item), contact our customer service (email: info@3punkt5.ch or tel: 078 831 56 24). We will try to amend the order if it has not yet been shipped.
How do I cancel an order?
Only orders not yet shipped can be canceled. Please contact our customer service via email or phone for confirmation.
If your order has already been shipped, you can return it within 14 days.
Is it possible to place an order on account?
Yes, the "Buy on account" option is available. Payment processing is handled by our partner PowerPay, who also manages all invoice-related questions.
Payment
Which payment methods can I use?
At 3.5 Brands Store, you can pay with the following methods:
- Visa
- MasterCard
- American Express
- PayPal
- PostCard
- Twint
- Gift card from 3.5 BDST
- Buy on account (PowerPay)
Is it a secure payment method?
All payments on our online shop (www.3punkt5.ch) are fully secured. We work together with our payment partners (PostFinance), using secure, encrypted transfer methods. Additionally, 3.5 Brands Store does not store any payment or bank information.
How do I use a gift card?
You can pay with your 3.5 Brands Store gift card during checkout by entering "I have a gift card" in the payment method field and typing in your card number.
What should I do if my promo code doesn’t work?
If you have received a promo code from 3.5 Brands Store, enter it in the "Promo Code" field and click "OK."
If the code is not recognized, carefully check the entry for correct uppercase and lowercase letters. If the code has expired or is incorrect, an appropriate message will appear.
Shipping
In which countries are orders shipped?
We only deliver within Switzerland and Liechtenstein. Currently, no shipments outside these regions are possible.
Which shipping methods are used?
All shipments are sent via DPD or the postal service.
How long is the delivery time?
Once prepared, your order will be shipped within 1 to 5 business days. Usually, items are shipped on the same day the order is placed.
How much are the shipping costs?
Shipping costs CHF 9.- per order in the 3.5 Brands Store online shop.
How can I track the status of my order?
As soon as your package leaves our warehouse, you will receive an email with a tracking number. Using this, you can follow the shipment on www.dpd.ch or www.post.ch.
What happens if I’m not at home when the delivery arrives?
If you’re not home at the time of delivery, the courier will either leave the package in your mailbox or notify you with a delivery note. You can then reschedule the delivery or pick up your package at the post office indicated.
What should I do if my package is damaged?
Our shipping partners work carefully, but if your package arrives damaged or opened, please file a complaint with the post or DPD. If your order is incomplete, contact our customer service immediately at 078 831 56 24.
Returns and Exchange of Online Purchases
Items from warehouse sales or liquidation are excluded from the right of return. The specific return policy for individual items is indicated in the product description.
How do I return a purchased item?
Log into your customer account at 3.5 Brands Store ("My Account" > "My Orders"). You can choose to return your item either directly in our store (if still open) or by mail.
By mail:
You may also return your order by mail. The shipping costs are borne by the customer.
Remember to print and include the return slip. Use the original packaging in which you received the item.
The team will check the product upon receipt. Important: Do not remove the security tag, or the return will no longer be accepted.
I bought a sale item. How can I return it?
Sale items, that are not part of a warehouse sale or liquidation, can be returned in our store (once reopened) or by mail.
The return policy is specified in the respective product description.
How much time do I have to return an item?
You can return unused items within 14 days. The security tag must remain attached.
Otherwise, the return is no longer possible.
How much time do I have to return an item?
You can return unused items within 14 days. The security tag must remain attached; otherwise, the return will no longer be accepted.
How is my payment for an item refunded?
Once we receive your returned item, our team will check its condition. Then, the purchase amount will be refunded.
If you paid with a credit card, the refund will be processed to the same card. For bank transfers, the money will be transferred to your bank account.
To speed up the process, please register the return in your account under “My Account” > “My Returns.”
Payment for a pre-order
On the website www.3punkt5.ch, you can pre-order items that will only be delivered weeks or months after the order is placed.
The indicated availability date is based on information received from suppliers by Aleanz GmbH.
If you pay by credit card or PayPal, the amount will be debited on the day of purchase.
If you pay by bank transfer, the payment must be completed within 48 hours of the order.
Aleanz GmbH is not responsible for any changes to the delivery date, cancellations, or deviations due to production changes from the suppliers.
If the pre-ordered item is later unavailable, the paid amount will be refunded via the original payment method.
Pre-ordered items will be shipped as soon as they are available.
The delivery address indicated during pre-order cannot be changed.
