📦 SHIPPING

Does Snowlattes ship worldwide?

Yes, we ship worldwide from Indonesia! We ship to the United States, Germany, Singapore and many other countries. If you are unable to find the country of your residence during checkout, feel free to email us so that we can check back with our post office.

Do we get tracking numbers?

Snowlattes provides tracking numbers to all our orders made from the webstore. You can use this link below to check your parcel’s tracking number: Pos Indonesia Web

Why does shipping take 2-3 weeks?

All shipments from Snowlattes uses POS INDONESIA, which partners with your local post office, DHL, Best and Aramex for international shipping. We use the best shipping possible to make sure all our customers receive their parcels all safe and sound.

 

My package failed to deliver/missing/was returned to sender

Rebounced packages will be dealt on a case by case basis. The item can be refunded/reshipped, but only if the package is returned to us or if the claim from the courier is accepted.

We will email you but if we do not receive a response within two weeks, we will refund the package without its shipping fee. These are some factors that could have happened to the rebounced parcel:

1. Not at home during delivery especially after multiple attempts
2. Address was incorrect and/or needed more information
3. Delivered to the wrong address (please contact your local carrier for this)

Please always make sure to double check your shipping address before checking out and tracking your parcel especially once it’s landed in the country of your residence.

 

I tried checking my courier for my rebounced package but its not there

Every courier has a time limit as to when an unclaimed parcel will be destroyed. We cannot guarantee the safety of your parcel when it has passed said deadline, so it would be best to contact your local courier as soon as you can once it’s arrived in the country. If you feel like it’s been a while since you’ve received an update from the tracking, do give them a call. Especially when it’s not moved for a week!

For USPS, it’d be best to track your parcel as often as you can as the time frame before its destruction is quite short. USPS also may hold your parcel in the case it failed to deliver, so it’s best to give them a visit.

Courier codes for tracking numbers:

• RR: USPS
• CC: DHL, Aramex, non-USPS couriers
• LX: E-Packet
• RR (France): Registered Airmail
• EMS (Asia): EE

I am missing a few items for my order, where is it?

If there is a missing item in your parcel, we will send the missing items to you free of charge as we are accountable for mistakes made during fulfillment. Refunds can also be made in the case of a missing item. Please do contact us so we can come to a solution for you!

This generally happens when we do have a high volume of orders, but we appreciate your patience during these times!

🔙 RETURNS & REFUNDS

I changed my mind, can I get a refund?

My parcel was damaged when it arrived, what should I do?

We're sorry to hear that but Snowlattes does not cover any damages that were made during transit. Please contact your local post office regarding compensation for the damages that occurred during the handling of your parcel.

How do I ask for returns/refunds for my item?

If your item fits all the requirements stated above, you can ask for a refund! Simply email us your order number, alongside pictures for proof of damaged items. We will contact you within 1-5 business days to prepare for the returns or refunds of your item.

 

What kind of courier should I use to send the items back?

Any kind, as long as it can provide you with a tracking number. If you reside in the US, we recommend Pirateship or USPS First Class Package International Service.

I filled in the wrong address, can I change it?

📐 SIZING

Can you help me out with my size?

We are happy to help you with anything you need! The size guide is available on each listing to help you decide, but otherwise you can email us at hello@snowlattes.co to consult about your size with us. Each of our items have varying sizes so make sure you check each chart before placing your order.

The size chart you provided is wrong

If there are some discrepancies within the size charts, please contact us and we will double check with our staff members. We will make sure to measure it again and change the chart if it comes to that.

👚 PREORDER

I preordered this months ago. Where is my parcel?

All PREORDER ITEMS will take up to 2 months in production. It will only be shipped 1-2 weeks after we've checked the quality of items from our vendors. 

Please expect delays for the fulfillment period up to 1-2 weeks for new releases due to the high volume of orders being made. 

If you’d like to check the status of your parcel, please email us at hello@snowlattes.co with your order number, and we’ll get back to you as soon as we can!

Do you have a preorder timeline I can check?

We always make sure to have a timeline ready for preorders posted on our socials and on the listing itself. Make sure to refer back to the schedule.

Please understand that the timeline provided is an approximation. We do our best to stay on schedule, but production and shipping delays are prone to happen, especially during the holiday season. We appreciate your patience during these times.

I joined the preorder, but I ordered the wrong size!

If the order has not been shipped out, you can cancel your order and reorder the item. When your item has arrived and you would like to exchange its size, you can refer back to our returns policy above.

 

✨ NEW LAUNCHES

What is Early Access?

Early Access is for customers who have subscribed to the Snowlattes' Ko-fi page. Early Access grants you exclusive access to the store by 12 hours, much earlier than everyone else! This allows you to purchase the items you’ve been eyeing before it opens up to the public. Don’t forget to buy Snow a Ko-fi!

You can unsubscribe to the Ko-fi anytime you want, even after you’ve purchased your item.

 

Do restocks also have Early Access?

No, restocks do not have the Early Access pass. This is only eligible for new drops that we put out.

📢 RESTOCKS

Will (item) restock any time soon?

You can open the listing of the item you’re looking for and click on “Notify Me When Available” and it’ll make sure you get an email once it’s been restocked.

We announce our restocks on our social media, as well as our mailing list which you can join by clicking on the box on the bottom left that says 10% off! Stay in touch with us and you can never miss out on our future restocks ever again.

Will you bring back your discontinued products such as the Bones series or Lab Coats?

We will NOT restock any of the older items! Some of them have been discontinued for a long time and will not be returning, but thank you for giving them a lot of love. We at Snowlattes are striving to do our best with every release. We hope you are able to enjoy our new collections as you did with our old ones.

🧺 LAUNDRY GUIDE

Here are some tips from us at Snowlattes to preserve the quality of the outfits that you’ve purchased from us. If you have anymore questions about how to maintain them, feel free to reach out to us anytime! The Snowlattes staff are always happy to help.

Knit Cardigans

1. Machine wash cold
2. Low speed tumble dry or hang dry
3. Dry low temperature

Printed on

1. Machine wash normal speed
2. Wash with same color

Screenprinted

1. Machine wash cold inside out
2. Low speed tumble dry low or hang dry
3. Do not iron
4. Do not wring

Embroidery

1. Machine wash cold inside out
2. Low speed tumble dry low or hang dry
3. Do not wring

 

⚠️ PERSONAL INFORMATION

Snowlattes is responsible for all personal information you provide us with or that we obtain. The personal information you provide will be used to ensure the deliveries made to you, and credit assessments. The information you provide is only available to Snowlattes and Shopify and will not be shared with other third parties. You have the right to inspect the information held about you. You always have the right to request to delete or correct the information held about you. By accepting these, you agree to the all the terms and conditions above.