Frequently asked questions

Our FAQ (frequently asked questions) section is divided into categories to make it easier to find what you're looking for. If you can't find the answer to your question, please contact customer services, who will be happy to help.

Order

No, there is no minimum order.

For order cancellation or errors, please contact customer services, who will be happy to help. Our offices are open Monday to Friday from 8.30 am to 12.00 am and 2.00 pm to 5.00 pm on +41 (0)21 843 94 95.

Orders may only be cancelled once written authorisation is provided by Usines Métallurgiques de Vallorbe SA.

Please note that cancellations can only be accepted if the goods have not left Usines Métallurgiques de Vallorbe SA.

For more information, please refer to our General Terms and Conditions of Sale.

You need a customer account to be able to place an order with our online shop www.vallorbe-shop.com. A customer account can be created free of charge, and allows you to track the status of your order and view your order history at any time.

Your data is treated confidentially, and only used internally. We will never sell it to a third party.

For more information on this, please refer to our data protection statement.

 

Log in to your customer account to view orders you have placed. The "My orders" field appears in the "My account" section. This section contains the history of orders you have place.

To have a look or to print an invoice, click on "View Order".

Once you have logged in to your account, you can amend your details in the "My account" section, followed by "My details".

If you are unable to log in using your identification details, you can use the "Forgotten password?" function to request a new password.

If you are still unable to log in using the new identification details, you can send your customer number and email address to contact@vallorbe-shop.com. We will correct your identification details as quickly as possible and send you the new details by email.

Payment terms

You can pay easily and securely for your online purchases using the following payment methods: PostFinance Card, PostFinance e-Finance, VISA, MasterCard and TWINT.

The purchases with payment by invoice are only available for companies.

If you choose this method of payment, a request is automatically sent to Usines Métallurgiques de Vallorbe SA, which reserve the right to grant or not a request for payment by invoice. The payments by invoice must therefore be first validated by the seller.

The requests for payment by invoice are only accepted if the billing address and the delivery address are the same.

If Usines Métallurgiques de Vallorbe SA approuved you could pay for your purchases by invoice and the payment is due within 30 (thirty) days from the date of the invoice.

In case of refusal, the customer is notified by email and must choose another payment method.

The invoice is sent with the order.

The sale prices shown are in Swiss francs (CHF).

The VAT rate valid at the time of invoicing is automatically included in the selling price.

All prices shown in our online shop are exclusive shipping charges.

Shipping & delivery

We only deliver in Switzerland.

We work with Swiss Post.

Products in stock are shipped within a period of 2-3 days to a maximum of 15 working days, from the date payment is received.

A shipping and packing charge of CHF 4.25 (incl. VAT) is applied to each order.

Products in stock are shipped within a period of 2-3 days to a maximum of 15 working days, from the date payment is received.

The delivery date can be accessed using the tracking number that was sent in your shipping confirmation email.

While we will do our utmost to deliver to you as quickly as possible, we are unable to guarantee the delivery lead time. Therefore, we cannot accept claims for late deliveries.

For more information, refer to our General Terms and Conditions of Sale.

Should any loss of goods or damage occur during transport, the buyer is required to have a report drawn up by Swiss Post before accepting the goods, and must inform Usines Métallurgiques de Vallorbe SA immediately. This clause also applies to duly packaged goods which have been damaged.

Return request form

We do not have a pick-up service (collect point).

As soon as your order has been registered and your payment confirmed, you will receive an order confirmation email.

Then, when the goods leave our premises, a second shipping email, containing a tracking number to enable you to track the progress of your order, will be sent to you.

Warranty & Returns

A minimum warranty of 12 months is applicable to Glardon® and Vallorbe® products. The warranty is valid for manufacturing or material defects only. Should the buyer note any such defects, he or she should notify Usines Métallurgiques de Vallorbe SA immediately in writing.

The delivery date marks the start of the period of validity for the warranty.

For any defects covered by the warranty, Usines Métallurgiques de Vallorbe SA reserves the right to perform a repair or provide an exchange for an equivalent product. A replacement product will then be sent to the buyer, free of charge, once the defective product has been received. Please note that the repair of an item is only possible if the cost of the repair does not exceed the value of the product.

Warranty claims will be refused in the event of non-compliant use of the product, damage, or technical modifications performed by third parties. The buyer does not have the right to cancel the order or request a reduction in price. No claim for damages or compensation will be accepted.

For more information, please refer to our General Terms and Conditions of Sale.

In accordance with the General Terms and Conditions of Sale (CGV) issued by Usines Métallurgiques de Vallorbe SA, the buyer has a period of 7 days after receiving the goods to check and inspect them. Only returns of products with defects covered by the warranty will be accepted after this 7-day period.

In case of returns, please first contact our customer service department on +41 (0) 21 843 94 95, available Monday to Friday, from 8.30 am to 12.00 am and from 2.00 pm to 5.00 pm. Our team will be happy to advise you.

Usines Métallurgiques de Vallorbe SA must be notified in advance of any returns. Returns are only accepted once prior written agreement has been provided by Usines Métallurgiques de Vallorbe SA. Unsolicited returns, or returns sent without postage paid or a returns note, will not be accepted.

Once your return request has been accepted, you will find here a Return request form, to be completed and included in your package. All returns must be accompanied by the corresponding duly completed Return request form. A copy of the order confirmation or the delivery slip must be included in your package.

Returns must be sent to the following address: Usines Usines Métallurgiques de Vallorbe SA, Service des retours eCommerce, Rue du Moutier 49, 1337 Vallorbe.

Only unused products will be accepted, in their original packing.

The buyer is responsible for the cost of shipping the returned package.

The buyer does not have the right to cancel the order or request a reduction in price. No claim for damages or compensation will be accepted.

A reimbursement will only be issued once the returned goods have been received and inspected. The reimbursement will be made using the same method of payment that the customer used for the order.

Usines Métallurgiques de Vallorbe SA reserves the right to invoice administration fees of a maximum of CHF 50.-.

For more information, please refer to our General Terms and Conditions of Sale.

In accordance with the General Terms and Conditions of Sale (CGV) issued by Usines Métallurgiques de Vallorbe SA, the buyer has a period of 7 days after receiving the goods to check and inspect them. Only returns of products with defects covered by the warranty will be accepted after this 7-day period.

Usines Métallurgiques de Vallorbe SA must be notified in advance of any returns. Returns are only accepted once prior written agreement has been provided by Usines Métallurgiques de Vallorbe SA. Unsolicited returns, or returns sent without postage paid or a returns note, will not be accepted.

Once your return request has been accepted, you will find here a Return request form, to be completed and included in your package. All returns must be accompanied by the corresponding duly completed Return request form. A copy of the order confirmation or the delivery slip must be included in your package.

Returns must be sent to the following address: Usines Métallurgiques de Vallorbe SA, Service des retours eCommerce, Rue du Moutier 49, 1337 Vallorbe.

Only unused products will be accepted, in their original packing.

The buyer is responsible for the cost of shipping the returned package.

The buyer does not have the right to cancel the order or request a reduction in price. No claim for damages or compensation will be accepted.

A reimbursement will only be issued once the returned goods have been received and inspected. The reimbursement will be made using the same method of payment that the customer used for his or her order.

Usines Métallurgiques de Vallorbe SA reserves the right to invoice administration fees of a maximum of CHF 50.-.

If you have questions, please contact our customer service department on +41 (0)21 843 94 95, available Monday to Friday, from 8.30 am to 12.00 am and from 2.00 pm to 5.00 pm. Our team will be happy to advise you.

For more information, please refer to our General Terms and Conditions of Sale.

Security & data protection

To ensure we offer our customers the highest level of security, we use SSL (Secure Socket Layer) encryption technology. Your personal data is made secure and transferred exclusively via SSL encryption. This type of encryption is an Internet industry standard, used by all reputable on-line stores. SSL encryption ensures secure communication between the web browser and the server, and prevents any unauthorised third parties from accessing your personal data during the order process.

Your data is treated confidentially, and only used internally. We will never sell it to a third party.

For more information on this, please refer to our data protection statement.

Your details are secure when you use a payment card. Usines Métallurgiques de Vallorbe SA does not retain any details from customers' payment cards. We are not responsible for processing payments by bank card. These payments are processed by a dedicated service provider, certified to perform this task, to ensure the data is secure. This service provider is certified in line with the PCI Data Security Standard. The connection is established directly between the customer and the service provider via SSL encryption. In other words, the bank card payment process is made within a specially certified environment and not within the environment of the online store itself.

All intellectual property rights are reserved by Usines Métallurgiques de Vallorbe SA. Any reproduction of products is formally prohibited. Similarly, any use of the graphic or text-based content, images, photos, illustrations, or trademarks is prohibited, unless express written authorisation has been granted by the seller. Reproductions and duplications of any kind, even partial, require express written authorisation from Usines Métallurgiques de Vallorbe SA.

Reproduction (excluding private copies), disclosure to the public, full or partial representation of this site or of elements of this site, by any means whatsoever, without express written authorisation from Usines Métallurgiques de Vallorbe SA, is prohibited and will constitute an infringement, subject to sanction under the laws in force.

The buyer is only permitted to use the site and its content to the extent needed for online consultation in accordance with the conditions of use. The buyer may download and print the information relating to the products and services provided by Usines Métallurgiques de Vallorbe SA, including the product catalogues, for his or her personal use only. Consequently, the buyer may not reproduce, execute, publish or modify all or part of the site and its content without the prior consent of Usines Métallurgiques de Vallorbe SA.

Assistance

Our specialists are happy to answer your questions. To enable us to offer you the best possible advice, please contact us using our contact form.

You will find all information and all the documents relating to our products on our website www.vallorbe.com, in the "Download" section.

Products

You will find replies to some frequently asked questions relating to the dimensions and scale of Glardon® and Vallorbe® products in our "Help & Advice" section.

Should you need them, our specialists are happy to answer your questions. To enable us to offer you the best possible advice, please contact us using our contact form.

Information about the Newsletter

Our Newsletter is free of charge, and you can unsubscribe at any time. If you no longer wish to receive it, simply click on the unsubscribe link at the bottom of each Newsletter. You can also unsubscribe directly from your customer account.

Please note that it may take a little time to unsubscribe you from the Newsletter.