FAQ's

🛍️ Orders & Products

1. What products does SNOKKO sell?

SNOKKO is a UK-based online store offering a range of women's fashion and lifestyle products, including bags, clothing, shapewear, jewellery, accessories and other selected products.

2. Are SNOKKO products available in the UK?

Yes. Delivery availability and available delivery methods shown at checkout. Availability can vary depending on the product and destination.

3. How do I place an order?

Simply select the product you would like to purchase, choose any available options, add it to your basket and proceed to checkout. Enter your delivery and payment details, then review your order before completing payment.

4. Will I receive an order confirmation?

Yes. SNOKKO provides order and contract information electronically. Please keep your confirmation for your records.

5. Can I change or cancel my order after placing it?

If you need to cancel an order, contact info@snokko.co.uk as soon as possible and provide your order number. Whether an order can be changed depends on its processing and fulfilment status.

For online purchases, UK consumers generally have a 14-day statutory cancellation right after receiving the goods, subject to legal exceptions.

6. What happens if an item becomes unavailable after I order it?

Products are subject to availability. If an ordered product becomes unavailable, SNOKKO may contact you regarding an alternative or cancel the affected order and refund amounts due.

🚚 Delivery & Shipping

7. Where does SNOKKO deliver?

Available delivery destinations and delivery options are displayed at checkout. Availability may vary by product and destination.

8. How much does delivery cost?

Any applicable delivery charges are displayed before you complete your purchase. Where free or promotional delivery applies, the relevant offer will specify its conditions.

9. How long will my order take to arrive?

The estimated delivery time shown at checkout is the most relevant estimate for your order.

Processing and delivery times can vary because of stock availability, order volume, weekends, public holidays and other operational circumstances.

Delivery estimates are not guaranteed unless SNOKKO expressly agrees to a guaranteed delivery date or period.

10. Can I track my order?

Where tracking is available, tracking information may be provided by email or through the relevant delivery provider. Tracking availability depends on the delivery service selected.

11. What should I do if my order is delayed?

If your order appears to be lost or materially delayed, please contact info@snokko.co.uk with your order number. SNOKKO will investigate with the relevant delivery provider and take the action required under applicable law.

12. What happens if I enter the wrong delivery address?

Customers are responsible for providing an accurate and complete delivery address. If you realise that your address is incorrect, contact SNOKKO as soon as possible.

Additional costs resulting from incorrect customer-provided information may apply where legally permitted.

13. What if my parcel arrives damaged?

If your parcel arrives visibly damaged, document the condition where practical and contact info@snokko.co.uk.

If the product itself is damaged, please provide your order number and, where useful, photographs of the packaging and product so SNOKKO can investigate and provide an appropriate remedy.

↩️ Returns & Refunds

14. Can I return an item if I change my mind?

For most goods purchased online by UK consumers, you generally have 14 days after receiving the goods to cancel your purchase without giving a reason, subject to statutory exceptions.

15. How do I request a return or cancellation?

Send a clear cancellation request to:

info@snokko.co.uk

Please include your name, order number, the products concerned and, where possible, the order and receipt dates.

You do not need to use a specific form or wording as long as your request clearly communicates your decision to cancel.

16. How long do I have to send the item back?

After notifying SNOKKO that you are cancelling, you should normally return the goods without undue delay and within 14 days after notifying SNOKKO.

17. Who pays the return postage?

Unless otherwise stated or required by law, the direct cost of returning goods may be payable by the customer.

18. Can I use the product before returning it?

You may handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

Where permitted by law, SNOKKO may take account of diminished value caused by handling beyond what is reasonably necessary.

19. Are there products that cannot be returned?

Some statutory cancellation exceptions apply. These can include certain personalised or made-to-specification products and certain sealed goods that are unsuitable for return for health or hygiene reasons where the seal has been broken.

Any relevant exception should be communicated before purchase.

20. When will I receive my refund?

For a valid cancellation, SNOKKO will provide the refund required under applicable law.

SNOKKO may withhold reimbursement until the returned goods have been received or you provide evidence that they have been returned, subject to applicable law.

21. How will my refund be paid?

Refunds are normally made using the original payment method, unless otherwise agreed. The time taken for the refund to appear can depend on the payment provider.

22. Can I exchange an item?

Exchanges may be possible depending on product availability and the circumstances of the return. Your statutory consumer rights are not affected.

23. What if my item is faulty or not as described?

If a product is faulty, damaged, not as described, not of satisfactory quality or not fit for purpose, contact:

info@snokko.co.uk

Depending on the circumstances, your statutory remedies may include repair, replacement, price reduction or refund.

These rights are separate from the 14-day change-of-mind cancellation right.

24. Where should I send my return?

Please contact SNOKKO before sending anything back.

Once your return is authorised, SNOKKO will provide the applicable return instructions and return address. Do not send products to an address that has not been confirmed for your return.

💳 Payments

25. What payment methods does SNOKKO accept?

Payment methods available to you are displayed during checkout. Available methods may change from time to time.

Third-party payment-provider terms may also apply.

26. Is my payment information secure?

Payments may be processed by third-party payment providers. Where a provider processes payment details directly, SNOKKO does not normally receive or store complete payment-card security information.

27. Why might my payment or order be declined?

SNOKKO may decline an order where payment cannot be authorised or where fraud is reasonably suspected.

🔐 Privacy & Personal Information

28. What personal information does SNOKKO collect?

Depending on how you interact with the website, SNOKKO may collect information such as your name, contact details, billing and delivery address, account information, order information, customer-service communications and certain technical and website-usage information.

29. Why does SNOKKO need my information?

SNOKKO may use personal information to process and deliver orders, process payments and refunds, provide customer support, administer returns and complaints, operate and secure the website, prevent fraud, maintain business records and meet legal obligations.

30. Does SNOKKO share my information with other companies?

Personal information may be shared where necessary with service providers such as payment providers, couriers, fulfilment and logistics providers, ecommerce/IT providers, customer-service providers, analytics or marketing providers where permitted, professional advisers and authorities where required or permitted by law.

31. Can I unsubscribe from marketing emails?

Yes. You can unsubscribe from promotional communications using the unsubscribe mechanism included in the message or by contacting info@snokko.co.uk.

Please note that transactional communications, such as order and delivery updates, may still be sent.

32. Can I request a copy of my personal information?

Yes. Subject to applicable law, you may have rights including access, correction, erasure, restriction of processing, objection to certain processing, data portability and withdrawal of consent where applicable.

To exercise your rights, contact info@snokko.co.uk. SNOKKO may need to verify your identity before responding.

🍪 Cookies & Website

33. Does SNOKKO use cookies?

SNOKKO may use cookies and similar technologies in accordance with applicable UK privacy and electronic communications rules.

Essential technologies may be used where permitted, while non-essential technologies are subject to appropriate consent where required.

34. Is my information safe on SNOKKO?

SNOKKO uses reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no internet transmission or electronic storage method can be guaranteed to be completely secure.

35. Can product colours look slightly different from the pictures?

Yes. Screen settings can affect how colours appear, and minor product, packaging or manufacturing variations may occur.

SNOKKO takes reasonable care to make product descriptions, images and specifications accurate.

📩 Customer Support

36. How can I contact SNOKKO?

You can contact SNOKKO by email:

info@snokko.co.uk

For order-related enquiries, please include your order number.

37. What should I do if I have a complaint?

Please contact info@snokko.co.uk first, including your order number and details of the issue. SNOKKO will review complaints fairly and reasonably and attempt to resolve them promptly.

For privacy-related complaints, you may also contact the UK's Information Commissioner's Office (ICO) where appropriate.