General Information
How does a gebana product differ from organic and fair trade products in the supermarket? They are often cheaper than gebana products.
The producers often compete with one another on price in order to be able to sell to the big supermarkets. It is important to us that all actors in the supply chain are paid fairly. That’s why instead of looking for the cheapest supplier, we rely on long-term partnerships with producers who share our vision. Together, we’re changing global trade to benefit farming families, local economies and the environment.
What share of the sales price do the farming families receive?
That depends on the product and the project, so we cannot give a single answer. In addition to the price for the raw goods, we pay the farming families in the countries of origin a fair trade premium in almost all cases – there are a few exceptions – as well as a premium for organic agriculture. In some countries, we have already implemented our gebana model. In addition to the raw goods price and the organic premium, the families also receive a direct share in our sales from direct shipping as part of this model. The money is distributed among all the farming families who supply gebana, not just those who sell us products for direct shipping, which fosters sustainable improvement for an entire region. This revenue sharing model is implemented product by product and country by country. It has already started in Burkina Faso. We would be happy to share more information on specific products. Send us an email at info@gebana.com
Who ensures that gebana is really trading fairly?
Direct shipping from gebana is certified by the World Fair Trade Organization and holds an organic certificate, both of which are inspected on a regular basis. We also monitor ourselves, our decisions and our partners through an internal review committee.
Product Range
Why are there product range differences between the Swiss shop and the one for the EU?
Customs regulations and our smaller EU warehouse prevent us from delivering all the products that we offer in Switzerland to customers in the EU as well.
Which fresh products are available and when?
Information on this can be found in our seasonal calendar, which shows which fresh products can be delivered for each month. Note that the calendar indicates the time of delivery! Be sure to pre-order well in advance.
Where can I find information on ripening after delivery or storage of fresh products?
You can find all information on this in our storage instructions.
How long can I keep gebana products?
As a food retailer, we have to specify a best-before date for our products. However, this date cannot be determined with precision, so the products can usually be enjoyed long after that, though at that point we are no longer allowed to sell them. In principle, unless otherwise stated, almost all of our products can be kept for at least three months after delivery. Fresh products are an exception, of course.
How can a single person or a small household consume 13 kilos of oranges or 1 kilo of dried fruit before expiration?
Since we are used to small supermarket packaging, a 1-kilo package may seem very large. You can easily put our dried fruit and nuts in containers and store them in cool, dry place for a long time. As for our fresh fruit, we recommend consuming it with family and friends. Order together and share the products, which will incidentally allow you to benefit from our discounting system.
How many fruits are there in a delivery?
That largely depends on the harvest. A given year may yield many large oranges, another year may produce many small ones. For most fresh products, we give estimates in the "How much is that?" section below the product description.
Where can I try gebana products before ordering an entire kilo?
To get to know our products, we recommend our tasting sets, which include 12 different sample sizes from our range of dried fruit and nuts.
Why do fresh fruits sometimes come in different sizes and/or colours?
Our product focus is quality and therefore taste. Since there are no uniformity standards in nature, we also deliver products with blemishes, as long as quality is not affected.
Are the nuts and dried fruit vacuum-sealed?
No, our nuts and dried fruit aren’t vacuum-sealed. However, some are packaged in a controlled atmosphere as stated on the label. The nuts are usually packaged somewhat tighter to protect them during shipping. If the packaging has slightly loosened on arrival, don't worry – the nuts are still fresh and their shelf life has not been affected. It’s important to store the products in closed containers in a cool, dark and dry place. It’s best to store them below 16°C so that even moths don’t stand a chance.
What does organic conversion mean?
Conversion means that the producers are in the process of converting their agricultural methods, which usually lasts 3 years. During this time, they are already working in accordance with organic guidelines, but they will only receive the organic certificate at the end of the process. For example, if citrus fruit comes from a company in this phase, you can consume the peel just as safely as that of fruit that is already certified organic.
Which plant and insect repellents are used in organic production and which criteria do farmers have to respect?
Our producers are certified organic. This means that they have to adhere to organic regulations and are only allowed to use pesticides of vegetable, animal, microbial or mineral origin. Further information can be found in the organic regulations.
Why are there always bitter almonds among gebana almonds?
Essentially, some trees have sweet seeds and other have bitter seeds, but every sweet almond tree also produces a few bitter ones, which are indistinguishable from the sweet ones. Depending on the quality of the almonds, the permissible share of bitter almonds in a package is set at 1-5% by the United Nations Economic Commission for Europe (UNECE). Consuming bitter almonds is harmless, and the bitterness disappears after baking.
Pre-order
Why are fresh products and a few other products only available for pre-order?
The farming families only harvest their fruit when it is actually ripe, at which point we send it to you as quickly as possible. We cannot precisely predict when this will be because nature determines when we harvest. You have to place your order in advance and wait for the harvest. This provides more security for us and the farmers in terms of planning and also prevents us from importing more fruit than we can sell.
How can I cancel a pre-order?
Pre-orders that have already been placed can be cancelled until the order deadline has been reached. Simply contact our customer service.
When do the pre-ordered fresh products arrive?
Nature determines when fresh fruit or vegetables are ready to be delivered. We only harvest them when they are actually ripe. We share an estimated date in our online shop, but it could vary due to weather conditions. Before dispatch, we will send you a notification so that you can plan delivery of your fresh products. If the products are delivered in several partial packages, e.g. the oranges, delivery takes place in the sequence in which the orders were placed.
Why do the pre-order products sometimes not arrive on the date that was initially announced?
The dates that we provide are estimates based on our experience. We want to offer the best possible product quality. The actual harvest and delivery dates are predicated on nature, not a calendar.
Do the clementines arrive before Saint Nicholas Day (Dec 6th)?
Unfortunately, we cannot guarantee that. We want to offer the highest quality product possible. That’s why the harvest and delivery dates are predicated on nature, not a calendar.
How can the delivery date of pre-ordered products be postponed if I am not at home on the delivery date?
We can’t postpone the delivery date because we ship out the fresh fruit immediately after harvest. We can’t keep any shipments because we have no way of storing fresh products. However, if you contact us before the order deadline is reached, we can update the delivery address. Depending on the product, we may be able to postpone the deadline by a few weeks. Please contact our customer service.
Transport & Delivery
Where does gebana deliver its products?
We deliver throughout Switzerland and to the following EU countries: Germany, France, Italy, the Netherlands, Austria and Sweden. Other countries on request.
How much does delivery cost?
We charge flat rates for shipping within Switzerland and to the EU. We offer free delivery for orders that meet a minimum value.
Country Flat shipping rate Free shipping
Switzerland CHF 9,00 (Economy) CHF 150,00+
Germany EUR 8,00 EUR 120,00+
France EUR 9,00 EUR 120,00+
Italy EUR 13,00 EUR 120,00+
Netherlands EUR 9,00 EUR 120,00+
Austria EUR 9,00 EUR 120,00+
Sweden SEK 89,0 SEK 1200,00+
Orders to Switzerland can also be sent as a "Post Priority Parcel" for a surcharge of CHF 2.00 which must be paid even if the order value meets the minimum for free shipping.
How can a package be tracked after dispatch?
For deliveries within Switzerland, you will receive an automatic email with the tracking number as soon as we hand over the package to the post office. At present, no tracking is available for shipments to the EU.
Why can’t the nuts be sent with the oranges?
After passing the border, our fresh products make a short stop in a warehouse. This is where the invoice is added to the parcel and the lid with the postage label on it. The parcel is usually sent to the post office the following day. The dried fruit and nuts, on the other hand, come from our warehouse in Singen, which is why we ship them separately.
Why does gebana send partial deliveries?
For logistical reasons, it isn’t possible to send certain products – such as pre-orders or products that are currently unavailable – together with the products we have in stock. That’s why orders are separated into several packages. Of course, we only charge postage once. For orders that meet a minimum value of EUR 120, all shipments are free of charge.
Why can’t I order products from the "Market Access Platform" together with products in the shop?
Orders on the Market Access Platform work differently. Only if enough supporters order a product will the export take place, which makes it difficult to know if and when the products will be delivered. That’s why we keep the two order systems separate from one another.
Packaging
Where can I return the shipping boxes?
As a rule, we don’t take back the shipping boxes, as this would require a disproportionate increase in effort on our part. From our point of view, it is more sustainable to recycle or reuse the cardboard after delivery. However, we’re constantly looking for alternative solutions and would be grateful for any ideas for improvement.
Why are there promotional leaflets in every package?
Our leaflets are an important way for us to inform our customers about our current offering. The third-party leaflets come from partners who we think could be of interest to gebana customers. Unfortunately, we’re unable to take individual customer requests regarding leaflets into consideration as part of the packaging process.
Why are gebana products wrapped in plastic?
Our nuts and dried fruit are packaged in plastic to optimise protection and shelf life. Many products are packaged in the country of origin, so the plastic packaging protects them during transport in the container. In addition, the protection of the plastic bag also contributes to a longer shelf life, which would not be guaranteed by paper packaging, for example. Without an optimal alternative, we are dependent on this material for the time being. However, we are open to exploring other options, provided that quality is maintained. You can find more information on the topic on our blog.
Will gebana take back the olive oil canisters?
No, that unfortunately isn’t possible.
Does gebana take back empty tomato passata bottles?
No, they are disposable bottles. After use, you may re-use the bottles for other purposes or put them in the glass recycling bin.
Why doesn’t gebana send deliveries in reusable packaging (e.g. Dispoboxes from Swiss Post)?
Unfortunately, this is currently too much of a burden, both financially and in terms of management. However, we’re constantly on the lookout for new options.
What are the tea bags made of?
They are made of plastic. This means that the bags aren’t compostable and that you’ll have to open them up to compost the tea leaves. There are also tea bags made from so-called "biodegradable materials". However, our producers think otherwise, pointing to the fact that they are made from either genetically modified maize from Nebraska or cellulose. According to them, neither option represents a true alternative and therefore doesn’t align with their values. However, we’re open to alternatives, provided that they are in line with our values.
Billing
Why are the invoices in countries outside of Switzerland sent separately?
Outside of Switzerland, we work with an external shipping partner to send the parcels. However, we create and prepare the invoices in Switzerland and send them separately for that reason.
Why is there no invoice sent by email?
Unfortunately, this isn’t possible for technological reasons.
Why does gebana send partial invoices?
Sometimes, we have to split an order into several shipments. For each delivery, we issue an invoice for the products in the package. Unfortunately, we can’t generate a single invoice for the entire order in these instances. If you would like to pay for the products in advance, we recommend paying for the order by credit card through our online shop.
Customer Service & User Account
Why does gebana send out flyers with product advertisements to customers who have already ordered the product in question?
Occasionally, the product you ordered may coincide with the product advertised in one of our flyers. This doesn’t mean that we haven’t processed your orders. You can find an overview of your orders in the online shop under "My orders".
What conditions apply for retailers shopping at gebana?
As a reseller or a shop-in-shop partner, you can benefit from particularly attractive conditions when ordering. Download the current product list for CH resellers or EU resellers in PDF.
Where can I return fresh products if I am not satisfied?
Please refrain from sending any fresh products back to us. Take a photo, try to use as much fruit as possible and contact our customer service to give them the lot number and discuss the extent of the issue. We will find a suitable solution.
Can I order online without signing up?
Yes, you can place an order as a guest. If you sign up, however, you’ll save time on your next order since you won’t have to re-enter all your data, and you can check the status of your orders in your user account at any time.
Data Privacy
Is my data safe with gebana?
We protect your data in accordance with the requirements of the Swiss Data Protection Act. Our systems are secure. Furthermore, we don’t save any highly sensitive information such as credit card details. Find out more in our data privacy policy.
How long does gebana save my data?
In Switzerland, we are legally obliged to keep data on our customer transactions for at least 10 years. If customers do not explicitly want their other data to be deleted, we will keep it for an indefinite period of time. We use it to evaluate the success of our work, notably in a long-term perspective.
Does gebana pass on my data to third parties?
In certain cases, yes, but only so that they may do what we ask of them. Specifically, we have several partners who support us with logistics or data acquisition. They are contractually obliged to use your data solely in the context of our contract and to not pass it on to others.
How can I delete my data at gebana?
You can email us at datenschutz@gebana.com to request the deletion of your data. We will comply with your request immediately. If necessary, we’ll also provide information as to what data we have stored about you.

 

 
 
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