Have questions?
Here you’ll find simple, helpful answers to the questions we receive most often. We keep things clear and transparent, so you always know what to expect when shopping with us.
Order process
How can I place an order?
Choose the item you love, add it to your cart, and complete checkout. Once your order is placed, you will receive an email confirmation with all the details.
Can I change or cancel my order after placing it?
If you need to update your order, contact us as quickly as possible at hei@snoluv.com.
If your order is still in the early stage of processing, we can help.
If it’s already being prepared for delivery, changes may no longer be possible.
Why does my order say “Unfulfilled”?
“Unfulfilled” simply means your order is being prepared. As soon as it ships, the status will update and you’ll receive a tracking link.
Will my items arrive together?
Sometimes items may arrive separately if they require different preparation times.
This ensures faster delivery for you.
Shipping & Delivery
Where do you ship?
We currently ship throughout the EU.
How long does delivery take?
Typical timeframes:
• Processing: 1–3 business days
• Delivery: 3–8 business days
Delivery timing depends on the product and your location.
How do I track my order?
Once your order ships, you will receive a tracking link by email.
You can follow the delivery progress at any time.
What if my package is delayed?
Delays can happen due to courier volume, weather, or local conditions.
If your parcel hasn’t updated for a few days, contact us — we’re here to help.
Returns & Refunds
What is your return policy?
You can return eligible items within 30 days of the original order date, as long as they are unused, undamaged, and with original labels. Some items are not returnable (for example: personalized items, underwear, and socks). If an item is non-returnable, we’ll note it clearly on the product page.
Who pays for return shipping?
Return shipping has a cost equal to the standard shipping rate. Depending on the return reason, either:
- Customer-paid (common for change-of-mind/size), or
- Store-paid (often for wrong/damaged items).
How do I start a return?
Email hei@snoluv.com with:
- your order number
- the item(s) you want to return
We’ll send the return steps and, where applicable, a return label to use.
When will I receive my refund?
After the return is received and approved, refunds are typically processed within 3–7 business days. (Your bank/payment provider may take additional time to post it.)
Are shipping fees refunded?
In general, shipping fees aren’t refunded unless the return is due to an error (e.g., wrong or faulty item). Return shipping costs follow the same logic.
Damaged or Incorrect Items
What should I do if my item arrived damaged or incorrect?
Contact us within 48 hours with photos of:
• the item
• the packaging
• your order number
We will replace the item or issue a refund, depending on availability.
Do I need to return a damaged item?
Often, no.
In many cases, we do not require damaged items to be sent back.
We’ll tell you exactly what to do once you contact us.
Payments
Which payment methods do you accept?
We accept:
• Visa
• Mastercard
• PayPal
• Revolut Pay
• Apple Pay
• Google Pay
All payments are secure and encrypted.
Is my payment safe?
Yes. Your payment is processed through a secure, encrypted checkout system.
We never store your card details.
Products & Materials
Where do your products come from?
All products are made in Europe by certified makers who follow high-quality manufacturing standards.
Are your materials sustainable?
Many items include natural or recycled fibres such as:
• alpaca wool
• merino wool
• recycled leather
• industrial felt
• OEKO-TEX certified cotton
Material info is shown on every product page.
Do your products have warranties?
Some items include manufacturer warranties.
When applicable, warranty information is clearly listed on the product page.
Customer Support
How can I contact Snøluv?
You can reach us anytime at hei@snoluv.com. We reply within 24 hours on business days.
Do you offer personal shopping consultations?
Yes. You can book, short consultation where we help you pick the right product based on your needs and lifestyle.
Company Information
Who operates Snøluv?
Snøluv Nordic Atelier is a brand of Nørth Hūman OÜ, registered in Estonia.
Company details:
Registry code: 16865564
VAT: EE102922248
Address: Tornimäe tn 5, Tallinn, Estonia
Have more questions?
Need assistance with an order, delivery or return? Our support team is here to guide you through every step. We respond within 24 hours.