Frequently Asked Questions
Find answers about orders, delivery and choosing products below. Full policies are linked in the relevant answers.
Orders and delivery
Where does Pink Universe deliver?
Our supported delivery area is Switzerland. Prices are shown in Swiss francs (CHF).
How much does shipping cost?
Standard shipping costs CHF 7 per order. Shipping is free from CHF 65 in merchandise value after discounts. There is no additional shipping charge for split deliveries. See our shipping policy for details.
Where are items shipped from?
We work with external suppliers. Items may be shipped directly from abroad, particularly from China.
When will my order arrive?
Please refer to the estimated delivery time shown before purchase for the item and shipping method. Allow sufficient time for birthdays, weddings and other fixed dates. A specific arrival date is binding only if we have expressly agreed it with you.
Why does my order arrive in several parcels?
Items from different suppliers may arrive separately and at different times. We will provide tracking information when it becomes available. A newly created tracking number alone does not mean that the parcel is already in transit.
Do I need a customer account?
No, you can check out as a guest. Enter a valid email address to receive your order confirmation and order updates.
Returns and support
How do I report a return or a faulty item?
Email support@hemelion.com with your order number and the item concerned. For voluntary returns, notify us within 14 days of receiving the goods. Conditions, exceptions and return shipping costs are set out in our return policy. Your rights for faulty goods remain unaffected.
Can I change or cancel an order?
Contact us as soon as possible with your order number and the requested change. We will check the processing status and tell you what is still possible. Changes are not automatically possible once an order has been passed to the supplier.
Colours and choosing products
Are all shades of pink the same?
No. Pink comes in many shades. Similar colour names do not guarantee an exact match between items. Screens and lighting can also affect the appearance.
How do I combine different shades of pink?
Start with a main shade. Add a lighter or bolder accent and compare the colour descriptions. Neutral colours such as white, cream or grey can make the combination feel calmer.
How do I check if the size fits?
Measure the intended space or object and compare it with the stated dimensions. For storage products and cases, the internal dimensions matter. If an essential measurement is missing, the fit cannot be reliably assessed.
Is everything in a product image included?
Not necessarily. Images may also illustrate a possible use. Check the explicitly stated contents and quantities instead of relying on the photograph alone.