FAQ - Frequently asked questions & answers
Recycling subscription
In which regions is the recycling subscription available?
You can find an overview of our current collection area on the map below. You can check your postcode individually on the ‘Pickup dates’ page.
Renew subscription
Your recycling subscription (like any other subscription for mobile phones, newspapers, internet, etc.) is open-ended and runs until you cancel it. No renewal is necessary. You will automatically receive a new invoice.
If you no longer require your subscription, please send us your cancellation notice.
Pay for subscription
When ordering online, you have numerous options for paying for the first term (e.g. invoice, Twint, credit card).
After the initial term has expired, you will automatically receive an invoice. As our subscription is smart and you can skip pick-ups, for example, automatic subscription payments by credit card or other payment methods are unfortunately not possible.
Change subscription
You can change your subscription at the beginning of each new billing period.
Please note that an invoice that has already been created cannot be adjusted.
An early downgrade (a switch to a cheaper subscription) is therefore not possible or may result in additional costs.
An upgrade (switch to a more expensive subscription) is usually possible without any problems, provided that the corresponding capacities are available at short notice.
Cancel subscription
You can cancel your subscription at any time with a notice period of 60 days to the end of your billing period. You can find the billing period (service period) on each invoice. Simply send us an email at info@werecycle.ch – we will confirm receipt of your cancellation and inform you of your final collection date.
If you prefer to cancel by post, please send your cancellation to:
WeRecycle AG
Kemptpark 5
8310 Kemptthal
I'm moving
Please inform us of your move in good time (at least 1 month in advance) by email, so we can ensure that collections at your new address run smoothly.
We need the following information from you:
- New address
- moving date
- Location of the collection bags
- Door code / access code (if required)
If you don’t yet know where you will place the full collection bags before your move, please let us know as soon as possible after you have moved.
WeRecycle FLEX – Add additional items
With WeRecycle FLEX, you have the option of extending your subscription for collection without having to change your subscription.
Currently, you can use WeRecycle FLEX
- Add bags
- Add cardboard
Your order must be placed at least 48 hours before the pick-up date so that we can plan enough space in the vehicle.
➔ You can place the order yourself at https://www.werecycle.ch/flex
Payment is made directly when placing the order by credit card, Twint or PayPal.
I have received an invoice/reminder from CembraPay
WeRecycle works with Swissbilling by CembraPay in the private customer sector. CembraPay sends out invoices on behalf of WeRecycle.
For you as a customer, this has the advantage that you can pay the invoice in installments, for example, and we can concentrate on our service.
➔ Please note the payment deadlines.
Additional fees may apply for late or missed payments, over which we have no control.
You will receive our original invoice attached to the CembraPay invoice.
If you have any questions regarding payment, reminder fees, etc., please contact CembraPay
Pickup dates
When will my collection take place
You can find the date of your next collection by entering your postcode and selecting your subscription. Alternatively, you can download the collection schedule for the next 3 months as a PDF file on the page. „Pickup dates„.
Next pickup in
Next pickup in
change
I don't have a pick-up plan
You can always find the current collection schedule on our website. Click on “Pickup dates” at the top. You can easily download the desired schedule as a PDF.
Tip: With our newsletter, the schedule will be conveniently sent to you by email. We also inform you about interesting topics related to recycling and sustainability approximately once a month and present current products and/or offers from our range. You can unsubscribe at any time.
I am not available on the collection date
An unneeded collection can be cancelled free of charge up to 24 hours before the scheduled date. Any collection you skip and inform us about in advance will be credited to your customer account by extending your subscription accordingly.
If you require an alternative collection date, please call us on +41 44 523 61 51
Note: The number of bags included in your subscription applies per collection. If you skip one collection and put out double the amount at the next one, you will not receive any credit.
I missed a pickup
In principle, collection is deemed to have taken place once the driver has visited your address, even if you have not provided any collection bags (recycling bags).
Our drivers record the number of collection bags at each address. If you notify us, we can check this and make a note that you will be providing more collection bags for the next collection and plan the route accordingly. Without your notification, only the collection bags included in your subscription will be taken, as there is not enough space in the vehicle otherwise.
Please notify us of any absences at least 24 hours before collection to avoid unnecessary empty runs.
SMS reminder
We send a reminder via text message on the evening (7 p.m.) before collection. You can specify up to 5 numbers to which you would like to receive the text message.
The timing and content of the text message is the same for all customers. Individual customisation (e.g. different times) is not possible.
Shipping is handled by an external service provider. Due to technical circumstances, delivery cannot be guaranteed 100%.
If your mobile phone is switched off, incorrectly configured or has poor reception, the SMS may be delivered late or not at all. We only have control over the sending of SMS notifications, not their delivery.
The only binding date is the date specified in the collection schedule.
Reply to SMS reminder
For short-term feedback on collection, you can reply to the text message.
Calls, photos, WhatsApp messages, etc. are not possible on this number.
Please note:
This is not a chat and only concerns the current collection. Subscription changes, cancellations, etc. will not be processed this way. You can do this at any time by email, by calling 044 523 61 51, or via our contact form.
Recycling bags / collection bags
Get new collection bags
You can order new collection bags in various ways. These will be given to you by the driver when they collect your waste. Collection bags will NOT be sent by post.
Please order new bags in good time!
Before collection:
- Call 044 523 61 51 (office hours)
- Reply to SMS reminder
- Email or contact form
- Pick-up in Kemptthal (during office hours)
Directly upon collection:
- Stick the yellow sticker on bag
If your letterbox is not freely accessible, please let us know where we can leave the new collection bags or how we can gain access to the letterbox.
The WeRecycle collection bag
We offer two different sizes of collection bags, depending on your subscription and requirements:
- 35 liters for private customers (green)
- 110 liters for businesses (white)
Since early 2020, WeRecycle collection bags have been made from 100% recycled plastic and are produced in Germany. This closes the loop and means that no unnecessary single-use plastic (such as bin bags) is put into circulation.
The colour and quality of recycled plastic always depends on the granulate available and used. Therefore, the colour or quality of our recycling bags may vary slightly. We are aware of this and ask you to use a second bag if you happen to receive one of poorer quality.
Recyclable materials
Which recyclable materials belong in the collection bag
In general, you can put almost anything that is dry and recyclable into our collection bags. Our detailed “Recycling Guide” provides a complete list and explains how the recycling of individual materials works.
Something doesn't fit in the collection bag
Our drivers are only allowed to collect WeRecycle collection bags and items that have been registered in advance.
Space in our vehicles is limited and must be sufficient for all customers on the tour. We also need to ensure that no items are accidentally taken away that were not intended for us (e.g. PET bags, old cardboard boxes, etc.).
You can also book cardboard boxes (folded flat) for collection with WeRecycle Flex
After prior consultation, we also accept items that are not in the collection bag. Please check briefly in the “Recycling Guide” to see if we can collect your materials. If you're unsure, feel free to contact us.
Special collections can be arranged on request for bulky goods and various other items.
What happens to recyclable materials
After collection, the contents of the bags are sorted by hand at regional sorting stations. This provides meaningful work and a path back into the job market for people involved in integration programs or the secondary labor market. You can learn more about our social responsibility on our blog.
The individual material groups (glass, aluminum, PET, cork, etc.) are then transported to recycling companies and processed. Depending on the material, this process varies greatly. Our detailed “Recycling Guide” provides a complete list and explains how the recycling of individual materials works.
Shop orders
How can I order
You place your order yourself in our online shop. The current price at the time of ordering applies.
Orders are shipped exclusively within Switzerland and the Principality of Liechtenstein.
All prices include VAT. For orders under CHF 85, additional shipping costs apply depending on the selected shipping method. For orders over CHF 85, shipping is free of charge. You can also collect your order free of charge from our warehouse in Kemptthal (office hours).
For orders placed by phone or email, the regular price applies without exception.
Discounts or tiered pricing are not granted. If an invoice needs to be issued, additional fees of CHF 15.00 may apply for a credit check and invoice processing.
We do not have a physical store. If you would like to see a product in person before purchasing it, please contact us in advance so that we can ensure availability. Not all products are shipped from our own warehouse.
How can I pay
Payment for your order can be made online by debit/credit card, Twint, PayPal or prepayment. For some products, purchase on account is also possible.
The payment term for purchases on account and prepayment is 10 days.
In the event of late payment, reminder fees of up to CHF 25 may be charged. In the event of debt collection/enforcement, etc., additional fees will be charged.
Unpaid orders paid for in advance will be cancelled after 10 days at the discretion of WeRecycle or shipped with a surcharge of CHF 25.
How long does delivery take
When placing your order, you can choose between standard shipping and priority shipping.
Standard shipping
Delivery time: usually 3–5 working days
Priority shipping
Delivery time: usually 1–3 working days
Free shipping
Delivery time: usually 2–5 working days
Some products have different delivery times (e.g. if they are delivered from another company's warehouse). In this case, a note will be included in the product description. Short-term changes in availability are possible in the event of delivery delays from our suppliers.
Change or cancel order
You can change your order provided that the following conditions are met:
- Order has not yet been processed (packed, shipped, forwarded to an external supplier)
- Order has not yet been paid for
Please send us your change request IMMEDIATELY by email (24h) or during business hours by phone.
If these conditions are not met, then a change or cancellation is NO longer possible. In this case, you have the option of returning the order to us at your own expense within 14 days.
Defects and returns
My order is incomplete
For logistical reasons, some orders must be delivered in multiple shipments/packages.
You will find the tracking numbers in your shipping confirmation email. You will receive a notification for partial deliveries.
If your order has already been delivered in full but an item is missing, please contact us within 48 hours of receiving the delivery.
An item is broken or has defects
If you have received a defective or faulty item, please document the following:
- Packaging upon receipt (if damaged)
- Defective or faulty items
Please contact us within 48 hours of receiving the delivery by email. Please describe the defect and attach relevant photos.
➔ Please keep the entire shipment (including packaging!) until the issue has been fully clarified.
Return order
You can return your order within 14 days of receipt if the following conditions are met:
- Product is as good as new
- Product is in saleable condition
- Product is complete, including packaging, labels, instructions, etc.
The return is at your own expense and risk.
Please register your return and let us know whether you would like a different item (exchange) or a refund (usually issued as a voucher). You can contact us by email (24h) or by phone during business hours.