FAQ
As of: 08/31/2026
Shipping & Delivery
How much are the shipping costs?
We ship via Swiss Post within Switzerland and the Principality of Liechtenstein.
Order value under CHF 150.–: CHF 4.90
Order value from CHF 150.–: free shipping
The decisive factor is the value of goods after deduction of discounts and vouchers, excluding shipping costs. You can see the shipping costs applicable to your order in the checkout before completion (Section 5 GTC).
Do you also deliver abroad?
Not at the moment. We deliver exclusively within Switzerland and Liechtenstein. We cannot fulfill orders with a delivery address outside of these two countries (Sections 1 and 3 of the GTC).
When will my order be delivered?
Generally within 1–3 business days from receipt of order. During periods of high order volume or operational delays at the shipping carrier, it may take slightly longer. We have no influence over the delivery time once the parcel has been handed over to Swiss Post.
Can I track my shipment?
Yes. As soon as your order has been shipped, you will receive a shipping confirmation email containing the tracking number from Swiss Post. It may take a few hours for the tracking information to appear for the first time.
If the status does not change over several business days, please write to us at info@myona.li with your order number. We will check the whereabouts of your shipment and, if necessary, initiate an investigation with Swiss Post.
What happens if I'm not home?
Swiss Post will make the usual delivery attempts. If delivery is not possible, your shipment will be deposited at the nearest post office or collection point and will be held there for you for the specified collection period.
What happens if I don't pick up the package?
If the parcel is not collected within the collection period, it will be returned to us. We will then contact you. The costs for a new shipment will be borne by you, at the rates currently in effect for Swiss Post. The same applies if the delivery address was provided incorrectly or incompletely.
Do I have to pay customs or import duties?
No. We ship within the Swiss-Liechtenstein customs and VAT area. The total amount shown at checkout is your final total.
My order arrived damaged or incomplete. What should I do?
Please contact us immediately at info@myona.li, providing your order number. To process your request, we require photos of the order, the damage, and the shipping box.
Please keep the damaged products, the shipping box, and all packaging and cushioning material until the matter is fully resolved, and do not dispose of anything.
In the case of transport damage, you must also file a damage report with Swiss Post. This must be submitted by the recipient within eight days of delivery—either online via the Swiss Post damage report form, via the Post app under "Receiving" → "Report damage," or at a post office branch. We cannot file this report on your behalf (Section 8.8 GTC).
Returns & Refunds
Is a fragrance sample included?
Yes. Every perfume shipment includes a fragrance sample (2 ml) of the ordered perfume. This allows you to test the scent at your leisure without opening the bottle – thus retaining your right of return.
Which items can I return?
Items that are unused and complete, are in their original packaging, and whose seal is intact and unopened.
Opened, used, or damaged products, as well as items whose seal has been removed, cannot be returned. For reasons of health protection and hygiene, this applies in particular to opened perfume bottles. Fragrance and perfume samples are generally excluded from return.
How long do I have to return it?
14 days from the day on which you or a third party named by you took possession of the goods.
For delivery addresses in Liechtenstein, you are additionally entitled to a statutory right of withdrawal of 14 days. In this case, please notify us of the withdrawal within the deadline – informally via email to info@myona.li or using the model withdrawal form in Section 8.9 of the GTC. You must then return the goods within 14 days.
How do I return my order?
1. Include your order number or write it clearly on the return documents.
2. Pack the products carefully and with sufficient protection.
3. Create and print the shipping label yourself – for example online via Swiss Post or their app – or drop off the shipment at a post office and pay for postage there.
4. Send the package with sufficient postage to our return address.
We recommend shipping with tracking. Keep the proof of posting and the tracking number until the return process is complete. Until the return arrives at our facility, you are responsible for the shipment.
Do you provide a return label?
No. We do not offer free returns and do not provide a pre-paid return label. You must create and pay for the return shipment yourself and may choose any shipping service provider.
Where should I send my return?
BZONE Establishment / myona – Retoure
Am Nendler Weg 14
9498 Planken
Principality of Liechtenstein
Which costs are refunded for a return?
The purchase price of the returned items will be refunded.
You bear the costs of the return, and these will not be refunded. Original shipping costs charged for your order are also non-refundable in the case of a voluntary return. For statutory cancellations with a delivery address in Liechtenstein, we will additionally refund the costs of standard delivery as required by law.
Costs incurred by us due to insufficient postage, refusal of delivery, or a package intercept initiated by you may be deducted from the refund amount (Section 8.5 of the General Terms and Conditions).
How long does it take to process my return?
Upon receipt, we will check your return; this takes 1-3 working days depending on the volume of returns. You will then receive confirmation via email. The refund will be issued using the same payment method you used for your order. Depending on your bank or payment provider, it may take a few more working days for the credit to appear.
Can I exchange an item?
A direct exchange is not possible. Please return the item you received in accordance with our return policy and place a new order.
Payment
What payment methods are available?
Shop Pay, credit and debit cards (Visa, Mastercard, American Express, Maestro), TWINT, PayPal, Apple Pay, and Google Pay.
The payment methods displayed depend on your device and browser. There are no additional fees for their use (Section 6 of the General Terms and Conditions).
Is my payment information secure?
All payments are processed in encrypted form via the respective payment service provider. Your full payment details are not stored by us; we only receive confirmation of the payment status. You can find details on this in our privacy policy.
What can I do if my payment is not working?
First, please check whether your payment details have been entered correctly and are authorized for the amount. If a further attempt is unsuccessful, please choose a different payment method. A payment may also be declined directly by your bank or payment service provider; we have no influence over this.
Will I receive an invoice?
Yes. Your order confirmation contains all details regarding items, prices, shipping costs, and VAT and serves as a receipt.
How do I redeem a discount code?
Enter the code in the designated field during the checkout process. If it is valid, the discount will be applied in the order summary.
Discount codes cannot be combined with one another unless otherwise stated in the promotion. Individual products may be excluded. Retroactive application to an already completed order and cash payment are not possible (Section 4 of the GTC).
Please note: For free shipping on orders of CHF 150.– or more, the value of the goods is calculated after the discount has been deducted.
Order & Customer Account
I have not received an order or shipping confirmation. What should I do?
Once your order is complete, you will automatically receive an order confirmation, followed by a shipping confirmation with a tracking number once your order has been dispatched.
Please also check your spam or junk folder. If you do not find it there, please contact us at info@myona.li, providing your name and, if available, your order number.
Can I change or cancel my order after it has been placed?
As long as your order has not yet been processed or prepared for shipment, we will try to make changes or a cancellation. Please contact us as soon as possible at info@myona.li, stating your order number.
Once the order has been packed or handed over to Swiss Post, changes are no longer possible.
Can I change my delivery address afterwards?
As long as the order has not yet been processed, we are happy to try. Please write to us immediately at info@myona.li with your order number and the correct address. Once the order has been handed over to the postal service, we can no longer guarantee a change.
Can I order without a customer account?
Yes, guest checkout is available. With a customer account, you can save your addresses for future orders and view your order history.
How can I delete my customer account?
Write to us at info@myona.li. We will delete your account and the associated data that is no longer required, subject to statutory retention obligations.
Do you also sell to resellers?
Separate terms and conditions apply to sales to resellers, business customers, and perfumeries. If you are interested, please write to us at info@myona.li (Section 1 of the GTC).
Products & Fragrance
How do I find the right fragrance?
With every order, you will receive a 2 ml fragrance sample of the perfume ordered, which allows you to test the scent before opening the bottle.
You will also find the top, heart, and base notes, as well as a description of the fragrance, on every product page. If you have any questions regarding your selection, please write to us at info@myona.li – we would be happy to advise you.
Are the products authentic?
Yes. We source the fragrances we carry directly from the houses or their authorized distribution partners.
How should I best store my perfume?
Store in a cool, dry place away from direct light – ideally in the original packaging and not in the bathroom. Extreme temperature fluctuations and sunlight alter a fragrance faster than time itself.
Contact
I have another question. Who should I contact?
Write to us at info@myona.li. We are happy to personally attend to every request. If you have questions about an existing order, please always include your order number – this allows us to process your request more quickly.
Further reading
Terms and Conditions: Terms and Conditions – MYONA
Shipping & Payment: Shipping & Payment – MYONA
Returns & Right of Withdrawal: Returns & Right of Withdrawal – MYONA
Privacy Policy: Privacy Policy – MYONA