Frequently Asked Questions
This is the main answer hub for shipping, payments, returns, gifting, safety, and support. Use it for the quickest factual answers about My Snowdrop.
23 EU countries
Dispatch by 15:30 CET
14-day returns
90-day returns add-on
COD in Romania & Bulgaria
Zone-based shipping
Shipping & Delivery
Do you deliver to my country?
We currently ship to 23 countries in the European Union. Delivery availability depends on whether your country is part of our active shipping coverage. For the latest country-specific delivery details, timings, and shipping costs, please check the Shipping Hub.
Which countries do you not ship to?
At the moment, we do not ship to UK, NO, PT, IE, MT, CY. If your country is not listed in our active delivery coverage, checkout and delivery will not be available there.
How much does shipping cost?
Shipping costs depend on your zone:
- Zone 1 (Central/East): €5.00 (Free ≥ €60).
- Zone 2 (Western): €14.95 (Free ≥ €150).
- Zone 3 (South/Distance): €19.95 (Free ≥ €200).
- Zone 4 (North/Remote): €34.95 (Free ≥ €300).
Do shipping costs vary by country?
Yes. Shipping costs and free-shipping thresholds depend on your shipping zone and destination country. The exact shipping cost is shown at checkout, and country-specific delivery details are available in the Shipping Hub.
How long does delivery take?
Typically 1–5 working days by country (for example BG 1–2, DE 2–3, FR 3–4, ES 2–4, Nordics 3–5). Check your country on the Shipping Hub.
Do shipping times vary by country?
Yes. Delivery usually takes 1–5 working days, depending on the destination country and courier route. Some countries receive orders faster than others, so the most accurate delivery estimate is always on the relevant country delivery page.
What is the daily dispatch cut-off?
Orders placed by 15:30 CET are prepared for same-day dispatch on business days.
Can you deliver by a specific date?
We cannot guarantee a specific date. Add Priority Fulfillment (€1.49) in your bag before checkout to prioritise processing. Courier transit time is unchanged.
Is cash on delivery available in every country?
No. Cash on Delivery is currently available in Romania and Bulgaria only. In other supported countries, payment is made through the available online payment methods at checkout.
How do I track my order?
We email you a tracking link as soon as your order is dispatched.
Payments & Currency
What payment methods are accepted?
In the European Union (EU), we accept Stripe for credit/debit cards, Google Pay, and Apple Pay. In Bulgaria (BG) and Romania (RO), we accept Stripe (credit/debit cards, Google Pay, Apple Pay) and Cash on Delivery.
What currency will I pay in?
Orders are billed in EUR. Bulgaria store mode shows BGN with EUR equivalent (fixed: 1 EUR = 1.95583 BGN).
Are prices inclusive of VAT?
Yes, EU consumer prices displayed include VAT unless otherwise stated.
My payment failed — what should I do?
Try another card or another Stripe method (Google Pay or Apple Pay), confirm 3-D Secure/SCA, and ensure your billing address matches your card.
Returns & Order Help
What is your returns policy?
Returns accepted within 14 days for unused items in original condition. Return shipping is the customer’s responsibility unless the item is defective.
Can I extend the return period?
Yes — add the 90-day Extended Returns add-on (€1.99) in your bag before checkout when the option is offered.
How do I start a return?
Email [email protected] with your order number and reason. We will guide you through the steps.
Can I cancel or edit my order?
If your order has not been dispatched yet, contact us as soon as possible and we will do our best to help.
My item arrived damaged — what should I do?
Take photos of the packaging and item and contact us within 48 hours so we can resolve it quickly.
Gifting & Add-ons
How do I choose a gift for a newborn or baby?
When choosing a gift for a newborn or baby, start with the product’s age guidance and look for items suitable for 0+ where applicable. Softness, safe design, and easy-care practicality are usually the most important factors for early-age gifting.
What makes a good first birthday gift?
A good first birthday gift is usually something soft, memorable, and easy for families to enjoy beyond the day itself. Many customers choose plush toys, keepsake-style gifts, or character-led designs that feel both playful and gift-worthy.
What is the difference between soft toys and plush toys?
“Soft toys” is a broader everyday term, while “plush toys” usually refers more specifically to toys made with a plush, soft-touch fabric finish. On our site, we preserve that distinction where it is relevant on product pages.
What should I check before buying a toy as a gift?
Before buying, it is best to check the age guidance, product size, care details, and delivery timing for your country. This helps you choose a gift that is suitable, practical, and likely to arrive when you need it.
Do you offer gift wrapping or cards?
Yes — add a Handwritten Card (€0.99) with your personal message in your bag before checkout.
What is Priority Fulfillment?
€1.49 moves your order to the front of our processing queue. Courier speed is unchanged.
What is the Peace of Mind Guarantee?
€0.99 extends your return window from 14 to 90 days.
Brands, Safety & Product Care
What is Maileg known for?
Danish brand with collectible mice, rabbits, and miniature furniture for imaginative play.
What is Steiff known for?
German heritage brand since 1880, famous for premium teddy bears with the “Button-in-Ear”.
What is Marshyellow?
Our exclusive in-house luxury plush brand (EU-designed), ultra-soft and 0+ friendly.
What is Inkari known for?
Eco-focused alpaca wool plush from Peru, naturally soft; recommended 3+ years.
Are toys safe for newborns?
Many items are certified for 0+ (EN 71). Always check the product’s age label.
What materials do your plush toys use?
Materials vary by brand — cotton blends, polyester plush, or alpaca wool. See product pages for specifics.
How do I clean plush toys?
Follow each product’s care label; many are surface-wash only. Do not tumble dry unless stated.
Support & Contact
How can I contact you?
Email [email protected]. Hours: Mon–Fri, 9:00–17:00 CET. Location: Veliko Tarnovo, Bulgaria.
Do I need an account to order?
No — guest checkout is available. Creating an account can help you track orders faster.
Do you sell gift vouchers?
Yes — e-vouchers are available. Add-on discount codes cannot be used to purchase vouchers.
Do you use sustainable packaging?
We prioritise recyclable materials and right-sized boxes whenever possible.
