Question 1

Where do you ship?

Accepted Answer

my snowdrop ships to the European Union only, excluding the United Kingdom, Norway, and Portugal. Tracking is always included.

Question 2

How much does shipping cost?

Accepted Answer

Free shipping on orders over EUR 89. Otherwise, EUR 8.90 flat across the EU.

Question 3

How long does delivery take?

Accepted Answer

Balkans: 1–2 working days. Central Europe: 3–4 working days. Nordics & Western Europe: 4–6 working days.

Question 4

What is your daily dispatch cut-off?

Accepted Answer

Orders placed by 15:30 CET are prepared for same-day dispatch on business days.

Question 5

What payment methods are accepted?

Accepted Answer

Other EU countries: Stripe (Credit / Debit Card), PayPal. Bulgaria: Cash on Delivery, Stripe (Credit / Debit Card).

Question 6

Are payments secure?

Accepted Answer

Yes, payments via Stripe and PayPal use encrypted transactions and comply with PCI-DSS standards.

Question 7

Are prices VAT-inclusive?

Accepted Answer

Yes, all prices shown include VAT where applicable.

Question 8

Will I pay customs or import taxes?

Accepted Answer

No, all orders are shipped from our warehouse in Bulgaria, EU. No customs duties apply within the EU.

Question 9

What currency will I pay in?

Accepted Answer

EU customers are charged in EUR. Bulgarian customers are charged in BGN. EUR prices are displayed for reference.

Question 10

How do I track my order?

Accepted Answer

You will receive a tracking link via email as soon as your order is shipped.

Question 11

What is your returns policy?

Accepted Answer

Returns are accepted within 14 days for unused items in original condition. Return shipping is covered by the customer.

Question 12

Can I extend the return period?

Accepted Answer

Yes. Extended Returns add-on (€1.99) extends the return window from 14 to 60 days.

Question 13

What if I need to change or cancel my order?

Accepted Answer

Please contact us within 24 hours. If the order has already shipped, cancellation is possible but extra transport costs are covered by the customer.

Question 14

What if my item arrives damaged?

Accepted Answer

Contact us within 48 hours with photos. We will arrange a replacement or full refund at no cost, including return shipping.

Question 15

What add-ons can I choose?

Accepted Answer

Rush Queue (€1.99): your order is shipped before existing ones. Extended Returns (€1.99): return window extended to 60 days. Personal Message Card (€1.00): handwritten card, up to 10 words.

Question 16

How do discount vouchers work?

Accepted Answer

10% off: valid for 3 orders within 3 months. 15% off: valid for 3 orders within 12 months.

Question 17

What are voucher restrictions?

Accepted Answer

Discount codes cannot be used for gift voucher purchases, cannot be combined with other coupons, and are not valid on already discounted items.

Question 18

Can you issue company or VAT invoices?

Accepted Answer

Yes. Please provide company name, address, VAT number, and email at checkout or via support.

Question 19

Do you offer wholesale?

Accepted Answer

Yes. Wholesale inquiries can be sent to info@mysnowdrop.com with company details and product interests.

Question 20

Do you remove price labels?

Accepted Answer

Orders ship without removable price stickers. Manufacturer RRP tags remain for authenticity. Gift receipts without prices are available upon request.

Question 21

Are plush toys safe for babies?

Accepted Answer

Yes, toys marked 0+ are CE-certified, non-toxic, and hypoallergenic with no detachable parts. Keep out of sleep spaces until 12 months.

Question 22

How often should I inspect plush toys?

Accepted Answer

Inspect monthly for wear, loose seams, or parts. Quality construction reduces risk, but regular checks ensure safety.

Question 23

Which plush are suitable for sensitive skin?

Accepted Answer

Choose hypoallergenic fabrics or alpaca wool (lanolin-free, antimicrobial). Inkari alpaca toys are ideal.

Question 24

How do I wash plush toys?

Accepted Answer

Most plush: gentle cold machine wash, air-dry, no softener. Inkari alpaca: spot clean, air-dry, brush lightly. Always check care labels.

Question 25

What is Marshyellow?

Accepted Answer

Marshyellow is my snowdrop’s in-house plush brand, launched Christmas 2024. Designed for instant connection and exclusive to my snowdrop.

Question 26

Where can I buy Marshyellow?

Accepted Answer

Exclusively at my snowdrop online or in our Sofia (Garibaldi Square, 4 Angel Kanchev St.) and Veliko Tarnovo (50 St. Stambolov St.) stores.

Question 27

Is Marshyellow safe for babies?

Accepted Answer

Yes. Marshyellow toys marked 0+ are EN 71 certified, hypoallergenic, and made with embroidered features (no buttons).

Question 28

How do I wash Marshyellow plush?

Accepted Answer

Cold gentle machine wash in a mesh bag, air-dry, no softener.

Question 29

What is Maileg?

Accepted Answer

Maileg is a Danish brand known for collectible mice, bunnies, and miniature furniture with Scandinavian design.

Question 30

Do you stock full Maileg collections?

Accepted Answer

Yes, my snowdrop maintains one of the fullest Maileg collections in Europe. New arrivals are announced via newsletter.

Question 31

What is Steiff?

Accepted Answer

Steiff, founded in 1880, is the German brand that created the first teddy bear and is known for its premium quality plush with the iconic 'button-in-ear'.

Question 32

What is Jellycat?

Accepted Answer

Jellycat is a London brand famous for playful designs, social media popularity, and seasonal releases.

Question 33

What is Inkari?

Accepted Answer

Inkari makes stuffed animals from natural alpaca wool — hypoallergenic, lanolin-free, and ethically sourced.

Question 34

Which Christmas decoration brands do you carry?

Accepted Answer

We carry Maileg seasonal décor and G-Bork Scandinavian Christmas decoration. Collections vary each year.

Question 35

Why is Scandinavian décor popular?

Accepted Answer

Scandinavian décor uses natural materials, warm design, and simple aesthetics that appeal far beyond Scandinavia.

Question 36

When do Christmas collections arrive?

Accepted Answer

Typically in autumn, before the holiday season. Sign up for our newsletter for announcements.

Question 37

Do you have physical stores?

Accepted Answer

Yes. Sofia: Garibaldi Square, 4 Angel Kanchev St. Veliko Tarnovo: 50 St. Stambolov St.

Question 38

Who is my snowdrop?

Accepted Answer

my snowdrop is an EU-based retailer of CE-certified plush toys and gifts, and the creator of Marshyellow.

Question 39

How do I contact support?

Accepted Answer

Email info@mysnowdrop.com. We respond within 24 hours.

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