FAQs

faqs
  • GENERAL

  • WHERE CAN I FIND YOU?

    SWITZERLAND - ZURICH

    If you’re in Zurich, we can arrange a meeting at our office (Mühlebachstrasse 50, 8008 Zurich, ring at “Stahl”). You can come by, see your favourite bag in real life smiley

    GERMANY - MUNICH

    You can also find our products in a temporary pop-up store in Munich (Herzogstrasse 79 80796 Munich) from October 8th, 2020 to December 31st, 2020.

     
  • HOW CAN I REACH YOU?

    You can either contact us via our contact page, write us an email (info@ameli-zurich.com) or reach us via mobile-phone (+41 77 92 92 031). You can also use our social media channels, which are linked below, to send a message. We’ll try to answer all your requests as soon as possible!

  • WHAT IS A PRE-ORDER?

    You can pre-order your chosen bag in advance of the upcoming product delivery. The payment will be due at the time of the purchase. You will also receive a shipping notification once the order is on its way to you. Please note that the pre-order ship dates are estimates and may be subject to change. But don’t worry-- if there’s any substantial change to the expected ship date on your order, we will let you know.

  • WHEN WILL MY PRE-ORDER SHIP?

    Most pre-orders will be shipped as listed in the product description. The current pre-orders are ought to arrive at the end of September. We will be going to Italy on the 21st of September for the last quality check and ship them to you directly after that.

    If you have any questions, please reach out to info@ameli.zurich.com, and we can provide a more detailed status update for your particular order!

  • CAN I CANCEL OR MODIFY MY ORDER?

    If you have any modification requests or need for cancelation, please contact us at info@ameli-zurich.com as soon as possible after placing your initial order. We can’t guarantee that we will be able to cancel or modify your order when we have already shipped out your product, but we will try our best to accommodate all your requests.

    Please check out our return policy, in the event of us not being able to cancel or modify your order.

  • SHIPPING AND RETURN

  • TO WHICH COUNTRIES DO YOU DELIVER?

    We ship worldwide excluding Russia and China. For any specific inquiries, please email info@ameli-zurich.com, and we will follow up with you shortly!

  • WHAT ARE THE SHIPMENT COSTS AND HOW LONG DOES IT TAKE?

    The shipping rates vary by country, destination and weight. Your exact shipping costs will be calculated at the check-out.

    1.  All Swiss orders will be fulfilled directly from Zurich with Swiss Post
    2. All other orders are fulfilled by our fulfillment partner in Germany through DHL
      Delivery time Estimated shipping costs (< 2KG)
    Switzerland 1-3 days 7 CHF
    Germany 1-3 days 4 €
    Rest of Europe     5-7 days 8 €
    International 5-10 days 30 €
  • ARE THERE DUTIES AND TAXES TO PAY?

    Our orders are either shipped from Germany or Switzerland.  Therefore, for countries in the European Union and Switzerland, no customs fees are applied. International orders (shipments outside the EU or Switzerland) may be subject to customs or import duties once the order has reached its destination country. 

    Unfortunately, we do not cover the cost of import duties and taxes, so therefore customers are responsible for potential additional fees and charges. Import duties and taxes may vary from country to country - we recommend, you contact your local custom office for more information before placing an order.

  • CAN I TRACK THE SHIPMENT?

    Once your order has been dispatched, we will provide you with a tracking number in your shipment confirmation email. This way, you can always see the current location and the expected delivery date.

  • HOW WILL THE PRODUCTS BE SEND?

    AMELI ZURICH uses recycled cardboard without any logo to encourage re-usage of the boxes. Our handbags come with a branded cotton cover that can later be used as protection for the bag.

  • HOW CAN I RETURN PRODUCTS?

    We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition in which you received it; it must be unworn and unused, with tags, and in its original packaging. 

    To start a return, simply contact us at info@ameli-zurich.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. In Switzerland and Germany returns are free of charge, in other countries the return costs are to be paid by the customer. 

    You can always contact us for any return related question.

  • HOW DO I GET A REFUND?

    We will notify you once we’ve received and inspected your return. If the return was approved, you’ll be automatically refunded to your original payment method. Please remember it can take a few days for your bank or credit card company to process and post the refund.

  • PAYMENT

  • WHY IS THE FINAL INVOICED AMOUNT DIFFERENT TO THE INITIALLY DISPLAYED AMOUNT?

    The displayed costs at the shop are derived using current exchange rates. Throughout the check-out process this amount might vary due to the exchange rate used by your preferred payment method (e.g. PayPal, Visa, Mastercard). Ameli Zurich has no Control over the latest exchange rate from your preferred payment provider. Generally Visa and Mastercard have better exchange rates.

  • DO I GET AN INVOICE?

    Once the order is handed over to the shipping company, you will receive a tracking number including an invoice. 

     
  • WHAT CURRENCIES ARE ACCEPTED?

    You can see our prices in our online stor in multiple currencies. However, our shop provider only allows the checkout process in one currency which is Euro. If Euro isn’t your local currency, our payment will process the payment at the most current exchange rate.

  • WHAT PAYMENT METHODS ARE ACCEPTED?

    We accept almost all major credit cards (MasterCard, VISA) and PayPal. In case those payment methods don’t  work for you, just mail us at info@ameli-zurich.com and we will find a solution that works for you.

  • PRODUCTS AND SERVICES

  • WHAT IS THE SIZE OF THE NOTEBOOK COMPARTMENT?

    Central and Bellevue were designed as the perfect Business Bag. Therefore we tested with multiple Notebooks and figured even the sizes provided from the notebook producers vary. Some take the "feet" of the notebook into account. Others don't even have feet e.g. MacBook Pros. Therefore, the compartment is suitable up to a 15" MacBook Pro. As a Benchmark and Test Notebook we used the "HP EliteBook 940 G4" with the size (33,8 x 23,7 x 1,89 cm - not taking the feet into account). Due to the fact that all our products are hand made, there might be slight variations in the sizes. Therefore, if you are in doubt, try it out. 

     
  • I DAMAGED MY BAG, WHAT DO I DO?

    We offer a complimentary repair service, so your favorite bag stays with you forever. Please contact us with any issues at info@ameli.com. Since the repair service goes through our manufacturer in Italy, the entire process might take up to 3 weeks.

  • HOW LONG IS THE WARRANTY?

    We stand behind the quality of our products and offer a two-year warranty on all of our bags. If you are experiencing unforeseen quality issues, email us at info@ameli-zurich.com with your order number or purchase receipt. Please include photos of the issue as well as the front, back, sides, bottom, and interior of your bag.

  • IS IT POSSIBLE TO GET A REPLACEMENT OF THE STRAPS?

    Yes it is possible. Please reach us via Mail info@ameli-zurich.com and attach some photos of the strap, so that we can discuss the individual matter.

  • WILL THERE BE MORE COLOURS FOR THE BAGS?

    At the current stage, we do not have any other colours planned, but we might add more colours in the future. Stay tuned on Instagram and Subscribe on our email  Newsletter to be the first to know about additional colours and new products. If you have specific colour wishes, we are more than grateful to hear about them. It makes it easier for us to forecast potential demands and customer preferences.

  • PRODUCT CARE

  • HOW DO I STORE MY AMELI BAG?

    The best way to store your AMELIs is somewhere, where it is protected from scratches and sunlight. For that, you can use your cloth bag that was sent to you with the bag. 

    We advise you to stuff the bag with paper or textiles (or other lightweight material), which helps to prevent deformation. For the CENTRAL, we further recommend that you take the clutch out and store it inside the bag. This too helps to prevent deformation. 

     

     

  • HOW TO TAKE CARE OF THE LEATHER BAGS?

    For light cleaning, we recommend washing your bag with a cloth, wet with warm water. You can also spot clean your AMELI handbag with a leather cleaner, which can be purchased at a drug store or Supermarket. Be sure to test products  before applying to the whole bag. Please avoid using wipes that have chemicals in them as this will ruin the leather. If you’d rather leave it to the professionals, a cobbler or other leather professional can deep clean your bag.

  • WHAT IS THE LEATHER LIKE?

    We currently carry three full-grain Italien leathers. Pebbled, soft grain and smooth leather. The pebbled leather has a shiny, structured finish, giving a high-quality, long lasting durable surface. The Soft grain leather has a buttery finish ensuring lasting beauty of the bag. The soft grain leather highlights the elegant natural look of leather.