📦 SHIPPING

1. 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.

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: 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 all 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.

We will email you but if we do not receive a response within two weeks, we will refund the order without its shipping fee. 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!

For USPS, it’d be best to track your parcel as often as you can as the time frame before parcel destruction. USPS also may hold your parcel if it fails 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

 

 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 tax or tariffs 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. 

 

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.

6. 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!

🔙 RETURNS & REFUNDS

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

2. 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. 

3. 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. 

 

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

Please kindly consult with us via email since we will use our own forwarder to handle returns.

 

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

📐 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.

👚 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 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!

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.

 

 

🧺 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.