FAQ
Answers to frequently asked questions
We process your orders with top speed on the same working day of receipt! After that, they will be shipped and the delivery time is 1-2 working days.
You can pick up your order directly from our warehouse on weekdays from 8-15 at Metsäkaari 3, 05460 Hyvinkää, Hyvinkää, Finland.
We recommend that you choose the size you normally use. If the size of the product is different from the usual, we will tell you in the size information.
The size information for each product contains the most relevant dimensions that you can use as a guide.
If you are in doubt about the size, please contact us. Our professional team will be happy to help you choose the right size and avoid any unnecessary returns.
All products in good condition have a 30-day return policy. The return fee is €5.99 and will be deducted from the refund amount. Read the return instructions here.
The return form can be found on the back of the shipping list.
If you are in doubt about the size, please contact us. Our professional team will be happy to help you choose the right size to avoid unnecessary returns.
If you want to exchange a product, please return it and place a new order for the product you want in our normal online shop.
Returns under the return policy will be credited on the same day they arrive at the warehouse. The refund will always be made according to the payment method of the order, so we do not need an account number for this.
The refund will appear in your account within a few working days, depending on the payment method of your order. Please note that invoices from invoice providers may take longer to update.
You can pay with Paytrail or Klarna payment methods and PayPal.
Payment service provider Paytrail Oyj offers online banking payments, card payments, three mobile payment methods: Apple Pay, MobilePay and Siirto, as well as three invoice options: OP Invoice, OP Account Credit and Walley installment payment.
Klarna – Buy now. Pay with Klarna.
Klarna offers online banking and card payments and a minimum 30-day interest-free payment period.
Invoices are usually sent by e-mail. If you cannot find the bill, please also check your spam folder. If necessary, contact your bill provider.
Contact
Klarna:
tel. 09 425 99 771 (open weekdays 9-18)
Click here to go to Klarna’s customer service page
OP invoice:
[email protected]
tel. +358 10 252 5811 (weekdays 9-16:30).
Walley:
[email protected]
tel. +358 9 3158 9947 (weekdays 9-18)
If you suspect a fault with the product you have received, we would ask you to send a picture of it to [email protected]. Please include your order number.
You can order a gift card here.
The validity of the gift voucher is 12 months from the date of purchase, which is also indicated on the voucher envelope. Expired gift vouchers cannot be used or refunded.
We occasionally offer discounts that work with the code. You can find out about these by following us on social media or subscribing to our newsletter. The code must be entered in the box provided at the checkout. We do not refund unused sub-codes afterwards.
We may send a paid order to an address other than the address in the order details.
At the checkout, you can leave a comment telling us about the gift order. Please include the name, address, phone number and email address of the recipient and any message you would like to send to them, as well as any other requests.
The recipient of the order will receive a shipping list without price information. For possible exchanges and returns, a return form and a Post Office return parcel card are included.
Yes, you can. In that case, please contact our customer service. We will refund any additional postage.
Usually you can if, for example, you have chosen the wrong size or colour. Please contact our customer service team as soon as possible.
Customer service is available weekdays 9-15 via email [email protected] and by phone 045 146 2816.
Chat customer service is at your service 24/7! You can find it in the bottom right-hand corner of the website. Outside customer service hours, you can leave a message in the chat room and we will try to respond as soon as possible.
