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    FAQ

    Shipping & delivery times

    Your order will be shipped as quickly as possible, or within 1-2 working days for items in stock. The delivery time for your products is specified in the product description and in your order confirmation.

    Corona update:Due to the current situation, there may be delays in delivery, thank you for your understanding. 

    Whenever possible, we will send your order in full, which not only makes sense from a cost perspective, it is also more environmentally friendly.

    "In stock" means that we have the item in stock and that we will send it as soon as possible within 1 - 2 working days after receipt of payment. 

    You can choose between A Mail (shipping costs CHF 9, delivery time 1-2 days) or B Mail (shipping costs CHF 7, delivery time 2-4 days), regardless of the number of items or shipments. Online orders of CHF 150 or more are free of charge. This does not apply to bulky goods shipments (shipments over 100 cm in length or with two dimensions over 60 cm, weight up to 30 kg) for which we charge a flat rate of CHF 19.- shipping costs (delivery time 1-2 days). Whether your favorite item is listed under bulky goods shipments is either stored in the product text or is displayed in the check out under the shipping method.

    All items over 100 cm in length or with two dimensions over 60 cm and a weight of up to 30 kg are lost to the Post
    Bulky goods. We charge a flat rate of CHF 19.- for bulky goods. Whether your favorite item is listed under bulky goods shipments is either stored in the product text or is shown to you in the check out under the shipping method.

    Unfortunately no, we currently only deliver within Switzerland and Liechtenstein.

    Orders

    That's fine! When placing your order, simply select "Pickup" under the delivery method. As soon as your order is ready for collection, we will inform you by email. Accessories that we have in stock can usually be picked up from our stores in Zurich within 1-2 working days. When ordering furniture, please note the corresponding delivery date. Here, too, we will inform you as soon as your furniture is ready to be picked up from our warehouse in Zurich.

    After you have submitted your order, you cannot change it online. Whenever possible we try to manually adjust the order for you. Please contact us for change requests and write us an email at info@mysnowflake.ch. Please note: If your order is already in our shipping process at this point, it is unfortunately no longer possible for us to change the order.

    In our shops we offer you the following payment options:

    - Cash
    - EC card
    - Credit card (Visa, Mastercard, American Express)
    - postcard
    - TWINT
    - Order on account (goods after receipt of payment)

    In our Online shop www.mysnowflake.ch we offer you the following payment options: 

    - Payment in advance
    - Credit card (MASTERCARD, VISA & American Express)
    - PayPal
    - TWINT
    - Purchase on account (invoices are issued by Powerpay)

    Returns & complaints

    1. Online orders
    It is very important to us that you are satisfied with your MY SNOWFLAKE delivery. Returns are therefore of course possible: You just have to unused items in their original packaging within 14 days of receipt give back and the Take over the postage costs for the return

    Please note the following for fast and flawless processing of returns:

    - Lay the delivery note provided by us with your returnso that we can correctly assign your return. 

    - Keep the receipt (from the post office) of your returnuntil we have processed your return and refunded your money.

    Return address: 
    MY SNOWFLAKE warehouse, Spinnereiplatz 3, 8041 Zurich

    You can of course also get the article from us Return it to the store (accessories only) free of charge.

    Please note that some products cannot be returned, e.g. for safety or hygiene reasons. A corresponding note is stored in the product text or can be found in our Conditions be found.


    2. Store purchase
    In principle, the same conditions apply to the exchange of products that you have bought in our stores as to online purchases; you also need the to exchange in-store items original proof of purchase.

    Please note that some products cannot be returned For safety or hygiene reasons (e.g. furniture, car seats, pacifiers, etc.) A corresponding note is stored in the product text or can be found in our Conditions be found.

    Are you not satisfied with your order? Then you can send them back within 14 days of receiving them, provided that they have not been used, are in their original packaging and cannot be exchanged. The postage costs for returns have to be paid by you.

    In the event of a complaint, it depends entirely on the case. Therefore, please always contact us first before you want to send back products that you have complained about.

    If you have received a damaged item, please send us a short 
    E-mail to info@mysnowflake.ch to send. Ideally, with a photo or video of the damaged item. In the event of a buggy complaint, please also state the serial number of the buggy. In this way we can guarantee fast and flawless processing of complaints.


    As soon as we have received and checked your return, we will refund the purchase amount within 14 days to the means of payment used when placing the order. 

    Furniture orders

    You can see directly on the product page whether we have the furniture you want in stock. If it is in stock, we will contact you as soon as possible to plan the delivery. If we do not have your desired piece of furniture in stock, you will be given the approximate delivery time when you order.

    Furniture is delivered by long-term shipping partners. For a flat-rate transport fee of CHF 100, we can deliver furniture anywhere in Switzerland and Liechtenstein, right into the children's room! From a furniture order value of CHF 2 or more, the flat rate for furniture shipping does not apply. 

    Alternatively, you can pick up your furniture free of charge from our warehouse in Zurich by selecting the shipping method "Pickup" in the check out of your order.

    Yes, this is possible for free! Simply select "Pickup" in the check out of your order delivery method. Please note, however, that depending on the piece of furniture, a correspondingly large car may be required for collection.

    We are happy to take over the furniture assembly for you! You can book the corresponding assembly directly online with your order.

    Please note that any kind of wall drilling / wall attachment is excluded from the assembly service.

    Furnishing advice

    You are welcome to get advice on any of our products in our stores. In furnishing advice, however, we go one step further: In a three-stage process, we design a coherent concept for your children's room with suitable children's furniture, wall paint and accessories and create an individual mood board for you.

    We begin our consultation with a kick-off discussion (briefing) of approx. 30 minutes. For the creation of an individual concept including mood boards and product suggestions, we expect at least 2-3 hours of work for a children's room corner and 3-5 hours for a complete one Nursery. However, you only pay a flat rate for the concept at the start of the project, regardless of how many hours we spend on it.

    The costs of 150 or 300 francs include the development of the concept including a mood board for furniture and accessories including a shopping list. Please note that these costs cannot be offset against the purchase of furniture or accessories.

    Due to the current situation with the coronavirus, we currently do not offer any consultations at your home. Our furnishing advice via video call is of course still available. We conduct the initial briefing via video transmission to get an initial picture of your current children's room / corner and to record your wishes and needs.

    We are a certified dealer of the particularly child and environmentally friendly colors of Farrow & Ball. During the furnishing consultation, we go through possible wall colors with you and find the right color for your children's room.

    We are happy to include existing furniture in our concept.

    Since we have everything to do with children's rooms in our range, from children's furniture to decoration, we mainly suggest products from us and thus create a unique look for your children's room.

    Of course not! In the end, you only order what you like.

    Twin or multiple discount

    Are you expecting multiple births? Congratulations! We grant you 7% on the entire range, regardless of how many products you buy. 

    Please send us on info@mysnowflake.ch confirmation from your doctor for your multiple pregnancy and after the birth, a copy of the family booklet or IDs. As soon as we have your documents, we will create a personal discount code for you, which you can then enter directly when you check out your online orders.

    You can get the discount in our online shop as well as in our two shops. 

    Please note that the twin / multiple discount is not compatible with other offers and reduced items (Sale) is cumulative. Vouchers are also excluded from the discount.