FAQs

Germany: €3.99 (free for orders over €39)

Austria: €7.90 (free for orders over €39)

Switzerland: CHF 8.00 (free for orders over CHF 80)

Netherlands: €6.90 (free for orders over €50)

Italy: €7.90 (free for orders over €50)

Delivery times at emma & noah are short, so you can get your favorite products quickly!

Delivery times at a glance:

Germany: 2 to 4 business days

Austria: 3 to 6 business days

Switzerland: 4 to 6 business days

Netherlands: 2 to 3 business days

Italy: 3 to 4 business days

Tip: You will receive a shipping confirmation with a tracking number as soon as your package is on its way!

Currently, we ship to the following countries:

• Germany
• Austria
• Switzerland
• Netherlands
• Italy

Yes, delivery to a DHL Packstation is possible. You just need to correctly enter the Packstation address during the order process.

IMPORTANT: Enter your Post number in the address addition field; use "Packstation" as the street name; and specify the Packstation number as the house number.

As soon as your order leaves our warehouse, you will automatically receive a shipping confirmation by email.
In this email, you will find a tracking link to follow the current status of your delivery live.

Alternatively:

• Log in to your customer account.
• Go to "Orders" and click on the tracking number of your order.

Note: It can take up to 24 hours for tracking to become available after shipment.

If you are not satisfied with your order from emma & noah, you can easily return it free of charge.
Here’s how the return process works:

1. Register your return: Go to our returns portal and register your return. You will then receive a DHL return label.

2. Prepare the package: Pack the items securely in the original packaging or a suitable alternative.

3. Attach the return label: Use the DHL return label provided. Alternatively, you will receive a digital QR code that you can show directly at a DHL branch or Packstation – no printing required!

4. Drop off the package: Hand in your package at any DHL branch or Packstation.

Tip: Keep the shipping receipt until your return is complete.

You can also find the link to our returns portal in your shipping confirmation email.

More info about our returns policy and how to register a return can be found here: https://emmanoah.ch/pages/versand-rueckversand

At emma & noah, you can return items within 30 days of receipt.

Important to note:

• Items must be unused, unwashed, and in original condition.

• Tags and labels must not be removed or damaged.

• Please pack the items preferably in the original packaging.

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Note: Sale items can also be returned under these conditions within 30 days.

At emma & noah, we want to make the return process as convenient as possible for you.

Therefore, we currently cover return shipping costs from all countries we deliver to!
No matter if you order from Germany, Austria, Switzerland, or another European country – returns are free for you.

How it works:

• Simply register your return in our returns portal.
• You will receive your free return label to print or a digital QR code to show directly at a DHL branch or Packstation – no printing necessary!

Note: If you have trouble downloading the label or QR code, our customer service is happy to help.

Once we receive and inspect your return, the refund will be processed:

• Within 14 business days after receiving the return.

• The refund is made to the original payment method used (e.g., PayPal, credit card).

• Voucher: If you paid (partially) with a voucher, it will be automatically reloaded and can be used for your next order.

Note: Depending on your bank, it may take a few days after processing before the amount is visible in your account.

If your item is damaged or incorrectly delivered, no problem!

Please proceed as follows:

1. Contact our customer service within 7 days of receipt.

2. Send a photo of the damaged or incorrect item.

3. We will arrange a quick solution – either a replacement delivery or a refund.

Note: Please do not send damaged items back without prior consultation with our customer service.

Unfortunately, we do not currently offer direct exchanges.
If you want a different item, please return your original order and place a new order.

Benefits:

• You will receive the desired product faster.

• Your refund is processed independently of the new order.

All information about our returns policy and how to register a return can be found here: https://emmanoah.ch/pages/versand-rueckversand

Yes, sale items can be returned under the same conditions as regular items.

Please note:

• The return must be made within the usual 30-day period.

• The item must not have been used or washed.

Placing an order at emma & noah is quick and easy:

• Choose your product: Select your favorite items and, if needed, size, color, or quantity.

• Add to cart: Click "Add to cart" and review your selection.

• Checkout: Enter your shipping address and select a payment method.

• Complete your order: Click "Buy now" to finish your purchase.

After purchase, you'll receive an order confirmation email with all important information.

If you haven’t received your order confirmation email, please check the following:

• Spam or promotions folder: Sometimes the email lands there.

• Correct email address? Make sure you entered it correctly.

• Payment completed? If not, your order might not have been submitted.

Don’t worry: if in doubt, contact our customer service – we’ll be happy to assist you.

You can usually change or cancel your order within a short time after purchase, but this cannot be guaranteed in every case.

Why?
Once your order is received, our warehouse usually begins processing immediately to ensure fast delivery.

What you can do:

• Contact our customer service as soon as possible – we’ll check if a change or cancellation is still possible.

Tip: If your order has already been shipped, you can easily return it via our returns portal.

If your package has been returned for any reason, a refund will be processed automatically. Once the return arrives at our warehouse, the paid amount will be credited back to your original payment method.

Important: Please place a new order if you still want to receive the products.

If you have questions or need assistance, our customer service is always happy to help.

If an item is temporarily out of stock, we do our best to make it available again as soon as possible.

How to stay informed:

• On the product page, you can sign up to receive an email notification as soon as the item is back in stock.
• Alternatively, you can contact our customer service – we’ll be happy to provide an estimated availability.

You can easily redeem a voucher or discount code during the checkout process:

1. Add the desired items to your cart.

2. Proceed to checkout.

3. Enter your code in the "Discount code or voucher" field.

4. Click "Apply" – the discount will be automatically deducted.

Note: Make sure to enter the code correctly (without spaces) and that it is still valid.

Currently, we do not offer gift wrapping as an additional option.

However, our products come in high-quality, lovingly designed packaging, perfect for gifting without any extra effort.

At emma & noah, you can choose from various secure and convenient payment methods:

• PayPal

• Credit card (Visa, MasterCard, American Express)

• Klarna invoice purchase

• Klarna direct transfer

• Google Pay / Apple Pay (depending on device)

• Vouchers & discount codes

All payments are encrypted and secure. Simply select the method that suits you best at checkout.

There are several reasons why your payment might not go through:

Possible causes:

• Insufficient funds or card limit

• Incorrect payment details entered

• Technical error with Klarna, PayPal, etc.

• Temporary connection issues

What you can do:

• Double-check your payment details carefully

• Choose a different payment method

• Try using a different browser or device

If the problem persists, our customer service will gladly assist you personally.

Your invoice is not automatically sent by email.

But don’t worry: our customer service will gladly provide your invoice at any time.

How to get your invoice:

• Simply send us a short message via our contact form or email.
• We will send your invoice to you as soon as possible by email.

Having your own customer account at emma & noah offers many advantages – such as viewing your orders and faster checkout processes.

How to create an account:

1. Click on the following link: Create account

2. Choose "Register".

3. Enter your email address and a secure password.

4. Fill out the other fields and click "Create account".

You will receive a confirmation email and can start using your account right away!

If you can't log in, it may be due to several reasons:

• Typing errors in the email or password

• Incorrect use of uppercase and lowercase letters

• Your account has not yet been confirmed

This helps:

• Use the "Forgot password" function to request a new password.

• Check if you are registered with the correct email address.

• Try a different browser or clear your cache.

If nothing works, our customer service is happy to assist you!

No problem – you can set a new password at any time.

How to do it:

1. Click "Forgot password?" in the login area.

2. Enter your registered email address.

3. You will receive an email with a link to change your password.

4. Click the link and choose a new password.

If you don’t get the email, check your spam folder as well.

You have access to your orders anytime in your customer account.

How to find them:

• Log in to your account.

• Go to "Orders".

• There you will see an overview of all previous purchases including their status.

You can also check shipping details there.

You can easily update your personal data in your customer account:

• Log in to your account.

• Go to "Addresses".

• Enter your new details and save them.

Tip: If your order has already been placed, address changes are only possible for a short time – please contact our customer service quickly in that case.

With the emma & noah newsletter, you’ll always stay up to date – new products, exclusive offers, and tips delivered straight to your inbox!

Subscribe:

• At the bottom of our website, you’ll find the sign-up field.
• Enter your email address and confirm via the link in the email.

Unsubscribe:

• Simply click "Unsubscribe" at the bottom of one of our newsletters.
• Or send us a message – we’ll take care of it for you.

You can unsubscribe anytime without giving a reason.

Choosing the right sleeping bag size is crucial for your baby’s comfort and safety. Our size charts help you find the perfect fit.

Ball-shaped sleeping bags:

Tip: Measure your child’s length (from head to heel) and add about 10 cm for sufficient room to kick.

Sleeping bags with feet:

More details in our blog: Which sleeping bag is right?

Choosing the right sleeping bag depends on several factors:

1. Your baby’s height: Use our size charts to determine the correct length.

2. Room temperature: Choose the TOG rating according to the average temperature in the room.

3. Season: Consider seasonal changes and adjust the sleeping bag accordingly.

4. Freedom of movement: Make sure the sleeping bag offers enough room to kick, but isn’t too large to slip into.

Our detailed guide helps you choose: Which sleeping bag is right?

The TOG rating (Thermal Overall Grade) indicates how warm a sleeping bag is – how much heat it retains. The higher the TOG, the warmer the sleeping bag keeps your baby.

TOG values and recommended room temperatures:

Note: The right TOG depends on the room temperature your baby sleeps in. Make sure your baby is neither too cold nor too hot.

More details in our blog: What does TOG mean?

Sustainability is more than just a buzzword for us – it’s a core part of our brand philosophy. We focus on:

• Eco-friendly materials: Almost all of our products are made from certified organic cotton. Additional materials are chosen based on strict sustainability criteria.

• Durability: Our products are designed to last and to be passed on.

• Social responsibility: We work with GOTS-certified partners and/or suppliers who follow the BSCI (Business Social Compliance Initiative) standards for fair working conditions.

• Climate protection: With every order, we protect 1 m² of forest in Germany – contributing to biodiversity and climate action.

Learn more: emma & noah

We place great importance on choosing high-quality, sustainable materials:

• Organic cotton: 95% of our cotton is GOTS-certified and from controlled organic farming.

• Woolwalk: Our woolwalk products are made from 100% merino wool from certified organic animal husbandry (kbT) and are mulesing-free.

• Other materials: For some items we use viscose, linen, or recycled polyester – always selected with sustainability and functionality in mind.

Our certifications:

• OEKO-TEX® Standard 100: Ensures our textiles are free from harmful chemicals.

• PETA-Approved Vegan: Confirms that our products (except woolwalk items) are vegan and cruelty-free.

More info: emma & noah

Our products are developed in close cooperation with selected partners in:

• Turkey and China: known for textile manufacturing expertise.

• Germany, Austria, and Hungary: used for certain product lines and shorter supply routes.

We carefully select our production partners and ensure they meet high standards for quality, sustainability, and fair working conditions. Regular personal visits ensure these standards are upheld.

We want our products to be sustainably packaged and shipped:

• Packaging: Our items come in cloth bags or FSC®-certified paper boxes. Shipping boxes are made from 100% recycled paper and carry the RESY seal.

• Shipping: We use DHL GoGreen to offset CO₂ emissions from transport through climate protection projects.

Proper care extends the life of our products and protects the environment:

• Washing: Most items can be machine washed at 40°C. Use a laundry bag to protect them.

• Drying: Many items are dryer-friendly, but air drying is faster and gentler.

• Avoid fabric softeners: They can damage the fibers and are often not eco-friendly.

• Pass them on: Our durable products are great for handing down to siblings or friends.

With every order at emma & noah, you actively contribute to forest protection in Germany.
In collaboration with the organization Planted, we protect 1 m² of forest per order. This supports biodiversity, improves air quality, and contributes to climate protection.

More info here: emma & noah