Due to the nature of our products, we generally do not accept returns or exchanges. Indeed, food products can only be returned or exchanged if they have been received damaged.

In the case of a non-food product, you have thirty (30) days following receipt of your order to return or exchange an item provided that the goods are in their original state, i.e. unused and in its original undamaged packaging with all accessories, parts and manuals initially supplied. The 30-day period also applies to claim a replacement in the case of damaged or defective merchandise received. If more than 30 days have passed, unfortunately we cannot offer you a refund or exchange.

Note that certain types of products cannot be returned. Perishable goods such as food can only be returned if received damaged. See below the conditions and procedure for refund or exchange.


Other items that cannot be returned:

  • Gift cards
  • Clearance Items
  • Make a claim

For any return or complaint, for example if upon receipt of the goods you notice a breakage or any problem with them, please first notify us as soon as possible using one of the means below:

By email :
In store: Explorateurs Loco, Chemin de Quisisana, 7 – CH 1854 Leysin

Be sure to leave us your complete contact information so that we can communicate with you for the rest of the things.

In the event of receipt of a damaged or defective product, we ask that you take and send us photos so that we can process your complaint.

To make any claim, you must present us with a receipt or proof of purchase.

Please do not return your purchase to the manufacturer.


Additionally, please note that:

This policy does not apply to products that have been used.

Shipping and handling charges are non-refundable. Only the price of the item, including taxes, is refundable.

In the case of an exchange, the price differences between the exchanged item and the replacement product are at the customer’s expense.

Items purchased in store can only be exchanged or refunded in store.

We assume no responsibility for loss, theft or damage incurred when returning merchandise.


In store or remotely

Any complaint can be made and processed in store. If you choose to take these steps remotely, here are the conditions that will apply.


Refunds or exchange (if applicable)

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or reject your request.

If your request is approved and you receive a refund, a credit will automatically be applied to your credit card or original method of payment within 5 days.

If this is an exchange, the replacement item will be shipped to you within 5 days.


Late or missing refunds (if applicable)

If you haven’t received your refund yet, please check your bank account again first.

Next, contact your credit card issuer, as there may be a delay before your refund is officially posted.

Then contact your bank. There is often some processing time required before a refund is posted.

If after completing all these steps, you still have not received your refund, please contact us at



If the item to be returned was identified as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift card will be emailed to you.

If the item was not identified as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you have returned the item.



To return a product, you must send it by mail to: Explorateurs Loco, Chemin de Quisisana, 7 – CH 1854 Leysin.

Please note: before returning an item, be sure to notify us and obtain our agreement.

You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it.

Depending on where you live, the time it takes to receive your exchanged product may vary.



It is not possible to cancel your order once the transaction has been completed. You will therefore have to return it to obtain a refund (in the case where it is a product eligible for a refund). The shipping costs will then be your responsibility.


Return of a product sent to the wrong address

Currier will attempt to deliver all packages. However, if he is unable to deliver the item, the package will be returned to the original address listed on the shipping label.

A customer service representative will then contact you to confirm whether you wish to cancel or receive your order. Your shipping information will then be validated and you will be responsible for the cost of reshipping your order.

Fell free to contact us at for any questions related to refunds and returns.