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Read the FAQs

Returns are accepted within 30 days upon reception of your order, for all products* bought on the e-shop

*Personalised products are final sales and cannot be returned. If your personalised product is defective upon reception, please contact us directly.


Return conditions

  • The product must be unused and in its original packaging,
  • Include the return form, available here, with the package,
  • Place the product and its original packaging in a box for shipping,
  • Send the package to the following address: LA RUCHE LOGISTIQUE, Voie Communale 4, 21320 Créancey, FRANCE.

Shipping and handling costs (to the Qwetch logistics centre) are the client’s responsibility. Qwetch is not responsible for lost packages, we recommend using a shipping method with tracking and signature.

International client

Returns are accepted for foreign customers, please refer to the listed conditions overhead.

Nb: If you bought Qwetch products through a reseller, please contact them directly.

Qwetch products are made by specialists, whose technics and raw materials guarantee a high level of temperature conservation, whether hot or cold.

The vacuum insulated technology and the numerous quality controls, operated along the production lines, ensure these great performances, even on small volume capacities.

  • Insulated stainless steel tea mugs 300ml:  5 hours hot / 7 hours cold.
  • Insulated stainless steel tea mugs 400ml:  6 hours hot / 8 hours cold.
  • Double-wall glass tea mugs 320ml and 430 ml: 1 hour hot.
  • Insulated stainless steel bottles 260ml, 350ml, 500ml, 750ml and 1,5L : 12 hours hot / 24 hours cold. Please note that our single-wall bottles are not insulated (“One” Collection).
  • Insulated stainless steel lunchboxes 500 ml: 5 hours hot / 7 hours cold.

Shipping costs differ depending on the method of delivery and destination.

France, Belgium, Germany, the Netherlands, Luxembourg, Austria, UK, Spain, Portugal, Ireland and Italy:

  • Pickup & Go location delivery:  4,50 € – Free over 20 € order.
  • Home delivery with or without signature: 6 € – Free over 40 € order.
  • Express home delivery with signature: 10 €
    Express delivery is not possible if your order contains a personalised product or an engraving: Van bottles, Skull, Skate, Ice cat, Equipe de France, Tatoo, Zodiac; these bottles are made on-demand we can’t ensure delivery in 24 hours.
    To receive your package in 24 hours, you must place your order before 12 pm from Monday to Friday.
    Note/Brexit info: There are no customs taxes for shipping to the UK.

Countries of the European Union not listed above & Schengen Area (including Switzerland):

  • Home delivery with signature: From 12,5 € to 15 € (taxes and customs duties payable by the client may apply).

Taxes and custom duties

International deliveries are subject to taxes and customs for countries outside of France and the Schengen Area.

Customs duties, taxes and various dues or impositions payable on importing goods are the client’s responsibility upon reception of the parcel. The total of these taxes depends on the regulations in force in each destination country. We cannot inform the client of their exact amount. It is up to the client, therefore, to obtain the necessary information from the local authorities.

Once your order has been placed, it is directly transmitted to our logisticians for preparation and shipping, in order to deliver it as soon as possible.

Unfortunately, since orders are automated, we cannot modify or cancel them.

If your order includes a personalised bottle, it cannot be cancelled or refunded.

If your order does not include a personalised bottle, we advise you not to pick up the package in the pick-up or in case of home delivery, to leave a note of package refusal to the attention of the deliverer on your mailbox.
Your package will be returned to our warehouse, we can then proceed to the change of address or refund the order.

If you do not wish to return the entire order, you will find the return procedure in the Returns section.

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