Frequently Asked Questions - Luca Castelli SA

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Welcome to the Frequently Asked Questions section of Luca Castelli SA, the one-stop shop for those seeking quick and reliable answers about products, services and technical support throughout Switzerland.
Since 1978, we have been offering high-quality apparel, footwear, gardening, forestry and lumber machinery, with customer service dedicated to meeting the needs of individuals and professionals.

On this page you will find clear and up-to-date answers on:

  • Online and in-store purchasing methods

  • Shipping time and cost

  • Return and warranty policies

  • Machinery service and repair

  • Information about the brands we handle (STIHL, Milwaukee, Ortovox, Petzl, Pfanner, Arbortec, and others)

If you can’t find the answer you’re looking for, our team of experts is always available by phone, email or directly at the store in Castione.

TELEPHONE CONTACTS

Phone: +41 91 829 43 30

  • Int. 1: Shop Clothing, Footwear and Accessories
  • Int. 2: Workshop and Machine Shop
  • Int. 3: Management, Accounting

Orders and Purchasing

Can I buy online and in store?

Yes. You can order at newluca-clone.jcloud-ver-jpc.ik-server.com or buy directly from our store at Via S. Gottardo 28, 6532 Arbedo-Castione (TI).

Do you have a minimum order quantity?

No, we do not require any minimum order.

Can a sold-out product be reserved?

Yes, upon request. We will inform you about restocking times and possible alternatives.

Will I receive an invoice for the order?

Yes, upon request. We will inform you about restocking times and possible alternatives.

Shipping and Delivery

Do you ship throughout Switzerland?

Yes, we deliver throughout Switzerland.

In how many days does the order arrive?

Generally within 2-4 working days after order confirmation, except for made-to-order products.

Can I pick up at the store?

Yes, on-site pickup is available. We will notify you as soon as the order is ready.

Can I track the package?

Yes, you will receive a tracking code when provided by the courier.

💳 Payments and Billing

What payment methods do you accept?

Major cards, bank transfer, TWINT and payment on invoice after credit check.

Is payment on invoice for everyone?

No, it is only available upon automatic verification. If it does not appear at checkout, please contact us.

Do you also issue invoices for companies?

Yes, just enter your company information at checkout to receive a compliant invoice.

🛠 Service and Repairs

Do you also repair machinery not purchased from you?

Yes, for the brands we handle (e.g., STIHL, ECHO, Milwaukee). For other brands we evaluate on a case-by-case basis.

Do you need an appointment for the workshop?

Recommended, especially during periods of high demand.

Do you use original spare parts?

Yes, we use genuine spare parts; we can evaluate quality compatible alternatives upon request.

Do you make quotations?

Yes, we provide clear estimates before proceeding with the repair.

🔄 Returns, Warranties and Spare Parts.

Within how many days can I request a return?

You have 14 days from receipt to request a return, in accordance with EU Directive 2011/83/EU.

Conditions for return:

  • New, unused, unwashed products with original labels intact.

  • We do not accept returns of worn, washed or damaged garments.

Return costs:

  • Switzerland: CHF 25 / CHF 150

  • Foreign (EU): EUR 400.- / EUR 550.

  • A deduction of up to 15% of the price may be applied for high-value products.

See our constantly updated terms and conditions

Who pays for return shipping?

Expenses are the responsibility of the customer unless otherwise specified in writing by us.

Can I order specific spare parts?

Yes, just indicate make, model and part number to check availability.