Hello minerva1993
First of all, I would like to inform you that we have an English community. Maybe another English speaking user has the same question and so it would be advantageous to post this in the English community next time. Just change the page language and it will change automatically.
In this case, we can not help via the community for privacy reasons. At the time of purchase, it may have stated that the tickets are to be picked up at the SBB ticket counter in Switzerland or the mail address is incorrect for the e-tickets. To check this, please contact the Contact Center at 0848 44 66 88 (CHF 0.08/min.). If you are calling from abroad, please try +41 848 44 66 88, +41 51 225 78 00 or via the contact form here.
Thank you for your understanding and have a nice day.
Kind regards, VlaznimA.