Delivery of products ordered
Products ordered are delivered to the delivery address indicated by the customer, at the chosen delivery time. The customer may also choose to collect ordered products from the pick-up station.
Depending on the products and place of delivery, delivery will be undertaken by Coop's own delivery service or by various delivery service partners. If only wines are ordered, delivery is subject to the following special arrangement: if accessible, delivery is made to the front door for private individuals and to reception for business customers. Mobile phone credit is delivered electronically.
For reasons of quality and security, Coop aims to hand the goods over to the customer personally. In case of deliveries using our own delivery fleet, the customer chooses at the time of ordering whether they wish the delivery to be left in a safe place if the contact person they has designated is unavailable. The customer can specify where the order should be left if they are not at home.
If delivery is made by a delivery service partner, should the customer or the contact person they have designated be unavailable, the delivery will be left at the delivery address, usually by the front door.
By completing the ordering process in the online supermarket, the customer consents to the delivery being left at the delivery address should the customer be absent.
Deliveries by delivery service partners to addresses with no home delivery are left at the location where the parcel service leaves parcels for these types of addresses.
Once the order has been handed over or the products left, the benefits and risk, particularly the risk of theft, damage by third parties or environmental factors, pass to the customer.
If the customer exclusively orders wines, the following delivery arrangements apply:
In the case of wine, the form of delivery depends on the order value. If the order value is up to CHF 200.00, delivery is made by Swiss Post (VINOLOG® wine delivery service). For orders worth CHF 200.00 or more, the customer can choose between delivery by Coop's own delivery service, or Swiss Post.
If delivery is made by VINOLOG®, the earliest delivery time is the third working day after receipt of the order, not counting the date of the order. Example: if the wines are ordered on a Monday, the earliest delivery time is Thursday of that same week.
Swiss Post's general terms of delivery
apply to delivery by VINOLOG®. The delivery will be handed over in person. Goods cannot be left by the front door. If personal handover is not possible at the delivery time, a collection notice will be left in the letter box. The customer can use the collection notice to choose a second free delivery or collect the delivery in person from a Swiss Post collection point.
Delivery times and adherence to delivery periods
Coop and the delivery service partners make every effort to adhere to the delivery periods. However, all delivery times stated by Coop are for guidance only. Failure to adhere to delivery times by Coop and its delivery service partners does not entitle the customer to withdraw from the contract or to receive compensation.
Impossibility of making delivery
In the event that Coop or its delivery partners are not in a position to deliver an order confirmed by Coop, Coop is under no obligation to carry out the delivery. In this event, the order will be cancelled by Coop. The customer will be notified by e-mail.
The customer is not thereby entitled to compensation.
The customer must provide accurate information and adhere to that information. If the customer is in breach of this requirement and Coop is therefore unable to deliver the order, e.g. due to the customer's address details being incorrect or if the customer does not want the products to be left by the door when deliveries are made by Coop's own delivery service but is nonetheless not at home, Coop is entitled to cancel the order and charge a fixed compensation fee of CHF 50.00 for the inconvenience caused.
Incomplete order fulfilment
Coop makes every effort to deliver all the products ordered, in sufficient number and to a high quality standard. However, in exceptional cases and for various reasons, insufficient products may be available or it may not be possible to release goods. Therefore, Coop reserves the right to make part deliveries. In this event, the customer will be notified by e-mail before the goods are dispatched.
Products that are not available at the time of delivery will not be subsequently dispatched or substituted with other products. The actual products delivered are stated on the delivery note and on the invoice. In the event that a product is listed on the final delivery note and on the invoice but was not actually delivered, the customer will be refunded the appropriate amount.
In the case of part deliveries, the customer is not entitled to compensation, either pecuniary or in kind.
Delivery charges are shown each time an order is placed. The total delivery charge varies, depending on the form of delivery chosen, the order value less any vouchers and discounts, and order frequency. Minimum volumes may apply depending on the products and the nature of the delivery.
Delivery charges may be paid with Superpoints if the customer has selected this option during the ordering process.
Delivery note and invoice
Delivery notes and invoices are normally sent electronically.
Empty PET bottles as well as Coop cardboard boxes and old paper bags can be returned to Coop’s own delivery service driver or the delivery service partner’s driver when the next delivery is received. PET bottles must be collected in a PET bag, which can be ordered free of charge, and Coop paper bags and cardboard boxes should be bundled together using the free recycling tape. Alternatively, PET bottles, paper bags and cardboard boxes can also be collected and returned separately in old paper bags.
All other reusable materials, such as glass bottles with and without a deposit, tins, aluminium packaging etc. must be disposed of by the customer at the official collection points.