💲 PAYMENT

1. What forms of payment do you accept?

We only accept Paypal payments for now. Credit cards cannot be used for payment at this time due to issues within Shopify. 

📦 SHIPPING

1. Does Snowlattes ship worldwide?

Yes, we ship worldwide from Indonesia! 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.

2. 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: Parcels App or Pos Indonesia Web

3. 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 safe and sound.

4. 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.

These are some factors that could have happened to the rebounced parcel:

1. 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.

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

We cannot guarantee the safety of your parcel when it has passed said deadline for them to destroy the parcel, so it would be best to contact your local courier as soon possible. Do give them a call if you've not received an update in a while. Especially when it’s not moved for a week!

6. Do I have to pay import tax/duties for my order?

TARIFF AND TAX FOR ALL COUNTRIES

Each country’s tax regulations may differ from other countries. As such, we will not be able to provide an estimated amount of the tax applied to your parcel. Before making a purchase at Snowlattes Store, please make sure to consult this matter with your country’s customs department if you are uncertain.

7. 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. 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!

📦 SHIPPING - US ONLY

1. Does Snowlattes ship to the US?

Yes, we ship to to the US! Since the recent tariffs update, we have changed our methods of shipping to the US. We now have a warehouse based in the US that does fulfillment and shipping domestically for us. However, the items based in the US are limited in stock and variety.

For items outside the US only selection, we have a group order that is shipped from Indonesia, where we are based. Group orders are fulfilled and shipped by the end of the month. It will take 2-3 weeks after postage from Indonesia, which will then be processed by the US warehouse. 

1) Domestic shipping (US only): limited variety/quantity of items, do not require duties, shipping with USPS with tracking number

2) Group order (from Indonesia): all items in store are available to order from, shipping from Indonesia and then processed in the US after 2-3 weeks, closes by the end of month, duties will apply accordingly to the type of item

2. Do I have to pay import tax/duties for my order?

 TARIFF AND TAX FOR US CUSTOMERS

In light of the recent tariffs update from the US, parcels coming in to the US will be charged accordingly. We would like to remind our customers that any duties applied to the parcels heading for the US is not affiliated with Snowlattes Store. The customer will have to be responsible for any fees pertaining to the parcel upon arrival. 

Duties will only apply to the items shipped in group orders heading to the US, not items that are already stocked in the US.

🔙 RETURNS & REFUNDS

1. I changed my mind, can I get a refund?

2. Is there a time limit to claiming a refund?

We will only process a refund up to 2 weeks upon receiving the item. If it has already passed the limit, we will not accept anymore requests for refunds.

 

3. 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 courier to claim for the damages.

4. 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 5-15 business days to prepare for the returns or refunds of your item. 

5. I want to return my item for a different size.

Please contact us for the availability of the stock for a different size. As these are requested by the customer, we will not be able to cover the shipping fee for your return parcel. Additional shipping fees from us will also apply.

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

Any kind of courier works for us, as long as they provide us with a tracking number. 

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

🔙 RETURNS & REFUNDS - US ONLY

1. I changed my mind, can I get a refund?

We will accept refunds through a case by case basis, please contact us as soon as possible for a resolution. In some cases such as items with damages or stains from production, we can offer exchanges, replacements or refunds if appropriate.

Since the stock in the US will be limited in variety/quantity, we cannot be sure that we are able to do exchanges in that case. For items that would like to be returned, they can be shipped to our US warehouse. Once we have received the item and confirm it's quality, refunds will be done through Shopify immediately. Please contact hello@snowlattes.co for a refund/returns request. 

Items that were purchased during a sale or B-Grade items are NOT eligible for refunds.

2. 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. 

👚 PREORDER

1. I preordered this months ago. Where is my parcel?

All preorder items will take up to 2-5 months in production. It will only be shipped 1-2 weeks after we've gone through quality check. 

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!

2. 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 appreciate your patience during these times.

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

As long as the order has not been shipped out, you can still email us for a size change at hello@snowlattes.co and provide us with your order number/details.

✨ NEW LAUNCHES

1. 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.

2. 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

1. 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 and Ko-fi! Stay in touch with us and you can never miss out on our future restocks ever again.

📐 SIZING

1. 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. 

2. 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. 

There are bound to be size discrepancies in our chart. Please pardon the extra measurements that we may have put in the chart.

🛒 OFFLINE EVENTS

1. Which events do you usually come to?

We do events locally in Indonesia and overseas! Some events that we have gone to include: Anime NYC, SMASH! Con Sydney, DoKomi Düsseldorf, Artcade and Doujima Singapore, Mellow Art Market Melbourne, etc.

 

2. Can I refund/return an item I bought during an event?

Yes, but only during the event. We recommend checking your item thoroughly for any damages before leaving the table/venue. We will NOT accept any requests/refunds after the event.

 

🧺 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.

For new apparel, especially on the first wash, we recommend handwashing in cold water  instead and not mixing colors with other apparel.

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 are made to you. 

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.