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주문 및 결제, 배송 및 배송 및 반품
주문 및 결제
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Placing an order is easy. Just click on the product category you wish to browse, select an item, select a variant (if applicable), add it to your shopping cart and checkout. If you know the name of the product or the article number of the product you would like to order, type it into the search box. You can always call or email us and we can assist you with your online purchase over the phone.
Can I place an order now and have it held to be shipped at a later date?
No, we are unable to hold orders. Once the order is placed and payment has been processed, the order is sent to the warehouse to be prepared for shipment.
How do I know if an item is in stock?
Product availability is shown on each product page. If the product is not in stock, you will not be able to add it to your cart. Please note that availability is subject to prior orders and may change at any time.
Why cannot I not add a product to the cart?
This is most likely because the product is out of stock. Check the stock indicator on the product page. You can always call or email us and we can assist you with.
What is the status of my order?
Once your order has been completed, you will receive an order confirmation email confirming that your order has been accepted. Once your order is ready to be shipped, you will receiving an email with your shipping tracking number. Please note that it may take up to 24 hours from the time your order is scanned by the carrier till you have updated information. You can also check the status of your order anytime online by going to “My Orders” under your account.
How do I change or cancel an order?
It is not possible to change an order once it has been made. You may cancel your order if we have not begun processing your order in our distribution centre. You can do this from the “My Orders” section within your account. Please note that we aim to process your order as fast as possible so there may only be a short window to cancel the order before we begin processing. Once we have begun processing your order, it is not possible to cancel it.
Will I receive a confirmation of my order?
Yes, a confirmation of your order will be sent to the email address provided at registration once an order has been placed. If you have not received this within one hour of ordering, please call or email Customer Support.
What payment methods do you accept?
Payments are made via invoice. We aim to add more payment methods in the coming weeks.
Having problem with my order?
If you have questions or concerns about your order, received an incorrect order or something was wrong with the items you received, please call or email Customer Support.
Shipping & Delivery
What is the cost of shipping?
Standard shipping is free on all orders above 200 EUR. For express shipping, the cost is calculated based on the size of the order (there is no free option for express shipping). For orders below 200 euro, the cost is 19.50 for standard shipping with express shipping being calculated on the size of your order.
How long will it take to receive my order?
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Do you ship outside of Finland?
No, we only ship to addresses within Finland.
Is express shipping available?
Yes, you can choose express shipping at checkout. Please note that some products such as those categorised as “dangerous goods” cannot be shipping by express shipping. It will be stated on the product page if the product cannot be shipped express.
Do I need to be present for my items to be delivered?
You must be present during delivery. Items being delivered will need to be unloaded and inspected, and a signature is required.
How do I track my order?
Once your order is shipped, you will be sent an email notifying you of the shipment. In the email you will find a tracking number and shipping method. Please note that it may take up to 24 hours from the time your order is scanned by the carrier till you have updated information.
My item(s) arrived and appears to have shipping damage. What do I do?
If your product arrives showing signs of damage, please DO NOT accept delivery. We recommend refusing delivery and contacting Customer Support via telephone or email. If you have already accepted delivery of the damaged product, please complete a return form on the site. You will find this under the specific order in “My Orders” in your account.
Returns
Can I return a product or products that I have ordered?
You may return a product or products you have ordered only if the goods are unused, in the same condition as delivered, and in their original packaging. Some products are not eligible to be returned, these include liners and products marked as dangerous goods. It is stated on the product page if the product is not eligible to be returned.
How long do I have to return a product or products?
Returns must be made within 14 calendar days of delivery.
How do I return a product or products?
Go to the “My Orders” section within your account and choose the product(s) you wish to return. For each product you wish to return you will need to complete a return form which you will find linked beside each product. After you submit the form you will receive information from our Customer Support team on how to proceed. Please note the customer is responsible for arranging the return shipping and all related costs.
When will I get my refund?
Refunds will be made within 30 calendar days of the receipt of the returned goods.