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    FAQ

    Shipping & delivery times

    stock item
    We prepare all items that are in stock for dispatch as quickly as possible. Orders for stock items, which are on weekdays until 15 p.m. are made, we usually ship on the same day (orders with prepayment excluded). Depending on the shipping method, which you can choose yourself (A- or B-Post), there will be an additional shipping time of approx. 1-4 days.

    Item with delivery time
    The goods receipt time for items with delivery time is shown in the product description and in the shopping cart. These are delivery times on the part of the manufacturers that we cannot influence. If there are delays, we will of course inform you accordingly. 

    Whenever possible, we will send your order in full, which not only makes sense from a cost perspective, it is also more environmentally friendly. If your order contains stock items and items with delivery time, the order will be delivered as soon as it is complete.

    "In stock" means that we have the item in stock and that we will send it as soon as possible 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 from CHF 150.- are free of charge with us! This does not apply to bulky goods shipments (shipments over 100 cm in length or with two dimensions over 60 cm or weight up to 30 kg) for which we charge a flat shipping fee of CHF 19 (delivery time 2-4 days) and piece goods deliveries (e.g. large mattresses) with a flat shipping fee from CHF 49.-. You can see in the product text or at the latest in the check out under shipping method whether your favorite item is under bulky goods / general cargo deliveries.

    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

    Online orders can also be picked up in the shop if desired. We will notify you by email as soon as the order is ready for collection in our store.

    Furniture and mattresses can also still be picked up from our warehouse in Zurich.

    After you have submitted your order, you cannot change it online. Whenever possible we try to adjust the order manually for you. Please note, however: 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
    - TWIN
    - 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
    - TWIN
    - Purchase on account (invoices are issued by Powerpay)

    Returns & complaints

    Returns of online orders

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

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

    - Enclose the delivery note that we provided with your return so that we can correctly assign your return.

    - We recommend that you keep the shipping slip for your return shipment from the post office until we have processed your return and refunded your money.

    return address

    MY SNOWFLAKE

    Heart ring 13A

    8134 Adliswil

    Please note that some products cannot be exchanged, 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.

    Return of online orders in our stores

    For logistical reasons, online orders can unfortunately cannot be returned in our stores


    Return of store purchases
    For the exchange of products that you have bought in our stores, the same terms and conditions apply as for online purchases; you also need the for the exchange 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 time of receipt of the goods when you order.

    Furniture is delivered by our long-term shipping partner. 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 and mattresses free of charge from our warehouse in Zurich by selecting the shipping method "Pickup" when checking out your order.

    Yes, this is possible for free! Simply select "Pickup" as the delivery method in the check out of your order. Please note, however, that depending on the size of the piece of furniture, a correspondingly large car may be required for pick-up and that 2 people have to be planned for loading.

    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.

    We offer consultations - depending on your wishes - at your home or via video call.

    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.