Returns policy

Last updated: 11 October 2026

You can return most Snøluv pieces within 14 days of receiving them, without giving a reason. This page summarises how returns and refunds work. The full legal wording is in section 7 of the terms of service.

1. How long you have

14 days from the day you receive the goods, or the last parcel of a split order. Tell Snøluv within that time, then send the goods back within 14 days of telling Snøluv.

2. How to start a return

Email hei@snoluv.com with your order number and the items you are returning. Many pieces ship directly from their maker, so Snøluv replies with the correct return address for each item. You can also use the model withdrawal form at the end of the terms of service.

3. Condition of returned items

You may handle a piece as you would in a shop to check it and try it on. Please return it with its labels and original packaging. If it has been worn, washed or damaged beyond that, Snøluv may reduce the refund by the loss in value.

4. Items that cannot be returned

• Pieces made to your specifications or personalised for you.
• Underwear and socks delivered in sealed packaging, once the seal has been opened, for hygiene reasons.

5. Return shipping costs

• For a change of mind or a size that does not fit, you pay the cost of sending the item back.
• For a damaged, faulty or incorrect item, Snøluv pays the return cost.

6. Your refund

Snøluv refunds the price of the returned items and the standard delivery cost you paid, within 14 days of receiving your return request. The refund can be held until the goods are back or you have shown proof of sending them. It goes to the payment method you used.

If you return only part of an order, the delivery cost is refunded only when the remaining items would have been delivered more cheaply. A more expensive delivery option than standard is refunded up to the standard price.

7. Damaged or incorrect items

If an item arrives damaged or is not what you ordered, write to hei@snoluv.com, ideally within 48 hours of delivery, with your order number and photos of the item and the packaging. Snøluv arranges a replacement or a refund.

8. Faults that appear later

Snøluv is responsible for defects that existed at delivery and appear within two years. Write to hei@snoluv.com with your order number, a description and photos; you can ask for repair, replacement or, where those are not possible, a price reduction or refund.

Related: Customer support · Shipping and delivery · FAQ