Frequently Asked Questions

We currently offer the following payment methods:

• Credit card (Visa, Mastercard)
• TWINT
• PayPal
• Apple Pay
• Google Pay
• Shop Pay

Payment is encrypted and secure. Your bank access data and confirmation codes are never stored and are not accessible to us as the merchant or to third parties.

Browse our shop and add the items you wish to purchase to your cart. Then click on the shopping cart icon in the top right corner to review your selection. Here you can also adjust the quantity. Clicking on "Checkout" will take you to the checkout where you can choose a payment method.

Sign up for our newsletter and be the first to know about all promotions. You can also follow us on Instagram (@minilou.ch) or Facebook and benefit from regular promotions, discounts, and new products.

You can redeem your voucher in the "Voucher" field during checkout. The discount or amount will be automatically applied to your order.

If your voucher cannot be activated, please send us a short message with your voucher code to service@minilou.ch.

Write to us as soon as possible at service@minilou.ch with your order number. As long as the order has not yet been packed for shipping, we can make adjustments or cancel the order.

Upon request, we will gladly wrap your order in one of our minilou gift papers. Please leave us a short note in the checkout under "Add order note" to request this.

We deliver exclusively to Switzerland and the Principality of Liechtenstein.

Shipping is done with Swiss Post.

Delivery time is usually 1–4 working days. Orders placed by 12:00 PM are usually handed over to the post office on the same day.

Shipping costs are based on weight and chosen shipping method (Economy or Priority):

PostPac Economy:
– Letter shipping: free
– 0–2 kg: CHF 9.00
– 2–10 kg: CHF 12.00
– 10–30 kg: CHF 21.00
– Free for orders over CHF 100.–

PostPac Priority (A-Post):
– Letter shipping: free
– 0–2 kg: CHF 10.50
– 2–10 kg: CHF 13.50
– 10–30 kg: CHF 22.50
– For orders over CHF 100.–: CHF 2.00

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking link from Swiss Post.

Information from Swiss Post: For unregistered mail (e.g. A or B Post parcels), Swiss Post usually deposits the item directly in the letterbox or milk box.

If the parcel is too large, and you are not at home, the following will happen:

• Deposit: Swiss Post will leave the parcel in a protected place (e.g. in front of the house or apartment door).
  
• Alternatives: Handover to a neighbour or delivery to a branch.
  
• Collection notification: You will receive a yellow collection slip in your letterbox.
  

The collection period at Swiss Post is usually 7 days. If you would like to manage your mail online, you can define individual drop-off locations or refuse delivery in the "My Mailings" customer portal of Swiss Post.

Yes. You can return items within 14 days of receipt, provided they are unused, undamaged, and in their original packaging.

Please contact us first at service@minilou.ch.

Briefly write to us:

• Order number
• Which item should be returned
• Reason for return (optional)

Please send returns to:

Minilou GmbH
Returns
Vogelbachweg 4
8800 Thalwil
Switzerland

The customer bears the return shipping costs. Please return the goods with sufficient postage, as we do not accept unpaid parcels.

Once we have received and inspected your return, we will refund the value of the goods within 14 days – using the same payment method you used to place your order.

Our size guide contains a detailed size chart. You can find it at minilou.ch/pages/grossen-guide. If your child is between two sizes, we recommend choosing the larger one.

We carefully select our brands, paying attention to materials such as GOTS-certified organic cotton, FSC-certified wood, and OEKO-TEX Standard 100. For specific information, please refer to the respective product description.

Care instructions can be found in the product description of the respective item. For clothing, we generally recommend gentle washing at low temperatures.

No, you can also order as a guest. However, a customer account offers you the advantage that your addresses are saved and you can view orders and wish list at any time.

At the end of every newsletter email, you'll find an unsubscribe link. One click and you're unsubscribed immediately. You can also send a short message to hello@minilou.ch.

Simply send us an email to hello@minilou.ch. We will delete your data unless there are legal retention obligations (e.g., accounting records for orders).

The fastest way to reach us is via WhatsApp at +41 78 480 95 40 or by email at hello@minilou.ch.

Our customer service is available:
Monday, Wednesday, Friday
09:00–12:00 and 13:00–16:00

Currently, we only sell through our online shop minilou.ch. However, you can always contact us personally via email or WhatsApp – we'd be happy to advise you.