Support
Customer Support
Help before and after an order: tracking, returns, damaged items, warranty and choosing the right piece. Most questions are answered below. For anything else, write to hei@snoluv.com with your order number.
Where is my order?
When your order ships you receive an email with a tracking link. With a Snøluv account, the order also appears on your Orders page. Dispatch takes 1 to 3 business days and EU delivery 3 to 8; the shipping page has the details.
Can I change or cancel an order?
Write to hei@snoluv.com as soon as possible with your order number. Changes are usually possible before the order is dispatched; pieces made to order may already be in production.
How do returns work?
Most items can be returned within 14 days of delivery without giving a reason. Try them on as you would in a shop and return them with labels and original packaging. Personalised items cannot be returned, nor can underwear and socks once their hygiene seal is opened. To start a return, email hei@snoluv.com with your order number; you receive instructions for the maker's warehouse. Return shipping is paid by the customer unless the item is damaged, defective or incorrect. The refund goes to the original payment method once the item is received and checked. Full terms are in the returns policy.
What if an item arrives damaged or incorrect?
Write within 48 hours with your order number, photos of the item and photos of the packaging. Snøluv arranges a replacement or a refund and covers the return cost.
Is there a warranty?
EU law gives a two year legal guarantee for defects present at delivery. Some makers add their own warranty, which the product page states. If you think an item has a manufacturing defect, email hei@snoluv.com.
Can someone help me choose?
Yes. Book a 15 minute shopping consultation for advice on a material, a size or a gift, or ask by email.
How quickly does Snøluv reply?
Within 24 to 48 hours, by email from hei@snoluv.com.
