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Holiday May 1st: Our shops are closed today.

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Returns & Complaints

Returns

It is very important to us that you and your MY SNOWFLAKE Are satisfied with the order. If this is not the case, you can unused articles in their original packaging that do not benefit from the right of withdrawal in accordance with the Terms Of Service excluded*, within 14 days of receipt be sent back. 

Please note:
We do not offer free returns. We are a small company and returns are very expensive for us and for our environment. So if you are unsure about an item in terms of size, material, color, etc., please contact us in advance by email at info@mysnowflake.ch.

*Non-returnable products:
Furniture, strollers, child car seats, wallpaper and paint are excluded from exchange. Furthermore, the following are excluded from the right of return: specially marked products (information is included in the product text), exhibition pieces and special orders that were ordered on special customer request (see Right of withdrawal). 

How to return an item in three easy steps

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

  1. Carefully package any items you wish to return. Please return your items to our warehouse in their original, unused condition and packaging
  2. Enclose the delivery note provided by us with your return so that we can correctly assign your return.
  3. Please send the package to the following address: 

    MY SNOWFLAKE
    Soodring 13A
    8134 Adliswil 

  4. We recommend that you keep the receipt with the tracking number from the post office until we have processed your return and refunded your money.

Refunds

Once we have received and processed the return, We will credit the purchase amount to the payment method originally used within 14 days.

 

Exchange

If you would like an item in a different size, style or color, please place a new order and send the items you would like to exchange back to us, following the same process as described above.

     

    Complaints

    If you have received a damaged item, please contact us immediately at info@mysnowflake.ch 

    It is best to Photo or video of the damaged item. In case of complaints about strollers, please also include the Specify the serial number of the stroller. In this way we can guarantee fast and flawless processing of complaints.