Please check first whether your question has been answered in the FAQ below, return instructions or terms of delivery. If you couldn’t find the answer to your question, you can contact our support team.
Return instructions and terms of delivery
Please contact us by e-mail: firstname.lastname@example.org
Frequently Asked Questions
What should I do if I want to return a product?
Unused goods and goods in a sellable condition can be returned free of charge for 14 days from receipt of delivery or of the last lot of a delivery. Please read the instructions on the returns pages.
I have lost the paper statement that came with the product and which is required in order to return the product. What should I do?
If you did not receive a statement with the product, or have lost it, you can print a replacement return form here.
The product did not arrive within the estimated delivery time. When will I receive my order?
An estimated delivery time is given along with the product information. The estimate is based on the delivery time that the product in question generally requires. We will email delivery confirmation to you when your order is dropped off at the postal service for delivery. Please contact customer service if your delivery is delayed by more than a week.
Will the amount that I paid when ordering be refunded if the product is not available?
Yes, you will be refunded. We will ask for your account number in order to refund the money. You can also exchange the product for another.
Can I exchange a product if the product I originally ordered is not available?
Yes, you can exchange the product. In all cases, please contact customer service for more detailed instructions.
I do not receive an order or delivery confirmation email. What should I do?
First check your email’s junk mail folder. If you can’t find the confirmation in the junk folder, please contact customer service.
I paid for the order using an online bank. The charge is shown in my account, but I haven’t received order confirmation.
Issues like this are sometimes caused by interruptions in telecommunications traffic. The payment often appears in our account, but the order does not appear as confirmed. Please contact customer service and we will check the status of your order and confirm it manually.
What should I do if my bank’s browser does not redirect me back to the online store?
Issues like this are sometimes caused by interruptions in telecommunications traffic. Please contact customer service and we will check the status of your order and confirm it manually.
Will Posti deliver the products to my house, or do I have to collect them from a post office?
The products’ delivery method depends on the physical dimensions of the order and is specified by Posti. If the order is classed as a letter, it will be delivered directly to your door. As a rule, parcels are picked up from a post office or mail collection point, but you can also choose for the parcel to be delivered directly to your door as an additional service when placing your order.
I have forgotten my password
You can reset your password and have it sent to your email by clicking the Forgot your password link on the login page and entering the email address given in your customer information. The new password will be sent to your email.
I want to change my password or update my other customer information
You can update your customer information or change your password by logging into your account.
I forgot my password and the email address on my account is no longer in use
You can re-register using your new email address.