Below are the answers to the most frequent questions. Click a question to show the answer.
How do I place an order?
Choose your item, select the colour or size, then click “Add to cart”. From the cart, click “Checkout”, enter your delivery address and complete payment on the secure Shopify checkout page.
How do I know my order is confirmed?
After payment, a confirmation page is shown and you receive a confirmation email with your order number. Remember to check your spam folder.
Which countries do you deliver to?
Switzerland, the entire European Union, the United Kingdom, Norway, Iceland, the United States and Canada.
How long does delivery take?
In Switzerland, estimated delivery time is 7 to 14 days, depending on the product and shipping conditions. For other countries it may take longer. These are estimates, not guarantees. See the Shipping page.
How much is delivery?
Switzerland: CHF 7, free from CHF 50. Other countries: CHF 16, free from CHF 50.
Are there customs charges outside Switzerland?
For deliveries outside Switzerland, import taxes, customs duties and clearance fees may be charged on delivery. They are not included in our prices and are payable by the customer.
Can I track my order?
Yes, when a tracking number is available we email it to you as soon as your parcel ships.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We will do our best as long as the order has not yet shipped. Once shipped, it can no longer be changed.
What if my parcel does not arrive?
First check the tracking if available, your letterbox and your neighbours. If the parcel has not arrived after the estimated time, write to us with your order number and we will look into it with you.
Can I return a product?
Yes, within 14 days of receipt, if the item is unused and in its packaging. See the Returns and refunds page.
How do I request a refund?
Write to us with your order number and the reason for your request. The steps are detailed on the Returns and refunds page.
What if my product is damaged or faulty?
Send us your order number and photos of the item and its packaging as soon as possible after receipt. We will offer you a suitable solution.
Which size should I choose?
Sizes and dimensions are shown on each product page. If in doubt, contact us before ordering.
Which payment methods do you accept?
The available payment methods are shown at checkout, on the secure Shopify checkout page.
How do I contact customer service?
By email at contact@snowen.ch or via the form on the Contact page. More information on the Help and information page.