Delivery and returns policy

fromFinland.fi delivers anywhere in the world

Both the customer and the recipient can enjoy the services of fromfinland.fi all over the globe. We ship to all countries in the world.

When making the order, you accept the following terms and conditions.

To ensure, that your order is handled as soon as possible, please take special care to fill in the phone number and the address of the recipient in your order.

Please do not write a mere P.O. Box as a delivery address. In most countries, the customs officials require an individualized recipient and a street address.

Currently available shipping methods

 
In Finland: Matkahuolto Oy

1. Residential delivery to an address supplied by the customer.

2. A signature-required package sent to a service point chosen by the customer (Siwa and Valintatalo stores, etc).

fromFinland.fi will send the customer an e-mail containing the tracking code. To track the package using a tracking code please click this link: http://www.matkahuolto.fi/en/

Matkahuolto Oy has about 1,200 service points in Finland. You can choose the most convenient service point when placing your order. You can also find the service points on the home page of Matkahuolto: http://map.matkahuolto.fi/map24mh/tphaku

Shipping takes 1–2 business days from the time the package leaves from fromfinland.fi.

 In Finland: Itella Oyj

1. Itella Economy – the recipient picks up the package at the nearest post office.

 Shipping takes 2 business days from the time the package leaves from fromfinland.fi.

fromFinland.fi will send the customer an e-mail containing the tracking code. To track the package using a tracking code please click this link: http://www.itella.fi/english/onlineservices/tools/itemtracking.html

Outside Finland: Itella Oyj

1. Itella Priority

In some countries, the package will be delivered to the recipient directly. However, in some countries the recipient will need to pick it up from the nearest post office.

The countries in which the package will be delivered to the recipient directly include: Austria, Belgium, Czech Republic, Denmark, Estonia, France, Germany, Great Britain, Greece, Hungary, Iceland, Ireland, Italy, Liechtenstein, Lithuania, Luxemburg, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands, and the USA.

Shipping times depend on the destination country, but they are approximately the following:
- Nordic countries 2–5 business days
- Other European countries 3–7 business days
- The rest of the world 6–14 business days.

fromFinland.fi will send the customer an e-mail containing the tracking code. To track the package using a tracking code please click this link: http://www.itella.fi/english/onlineservices/tools/itemtracking.html

Express deliveries

If you need an express delivery or any other special arrangements, please contact our customer service at asiakaspalvelu @ fromfinland.fi or +358 400 425 056. We are happy to help you find an ideal delivery method.

Defining the delivery time

We always pack and ship out all orders as soon as possible. Depending on the demand and the availability of items, we, as a rule, ship out your merchandise on the next business day after we have received your order.

The delivery times are order-specific. They depend on the availability of items in stock, in case of handicraft and fresh products sometimes the availability of raw material, the destination country, and the delivery method chosen by the customer. The given shipping time estimations are average times based on previously conducted surveys and the average transportation efficiency. All times are given in business days (Monday to Friday). Shipping times are estimated average times. Therefore according to international rules, the service provider is not obliged to provide compensation in case of delays. Furthermore, the time of customs processing is not included in the estimated shipping time.

Tracking your order

We will notify you by e-mail when we have shipped out your merchandise.

The same e-mail also includes the tracking codes of your order. Enter the code in the space provided on the home page of the shipping company.

- To track the orders shipped by Matkahuolto Oy, enter the code in the right-hand side of their home page at http://www.matkahuolto.fi/en/

- To track orders shipped by Itella, click on the following link: http://www.itella.fi/english/onlineservices/tools/itemtracking.html

In case you have lost the tracking code, contact our customer service at asiakaspalvelu @ fromfinland.fi or +358 400 425 056.

Customs processing

The recipient is responsible for paying all local customs fees and other applicable charges.

In the EU countries, it is not required to fill in any customs declaration forms. If the destination is a non-EU country, fromFinland.fi will include the required CN22 or CN23 customs declaration forms in the package.

Country-specific restrictions

With some items sold at fromfinland.fi, additional country-specific restrictions are already listed. This information is general and makes ordering easier. However, these country-specific restrictions might not always be exhaustive and up-to-date.

The customer is obliged to check whether the products in the shipment are in accordance with the import regulations of the destination country.

You can find useful information on country-specific practices by clicking this link: http://www.itella.fi/english/pricesandinstructions/countryinformation/

Cancelling the order

Before the package has been shipped, you can cancel the orders made outside of Finland as long as you do it in writing. fromFinland.fi cannot stop the delivery after it is in the hands of Itella. Neither can fromFinland.fi claim the package from your local customs office.

Within Finland, you can cancel the order in writing.

Please mention the order number in connection with your cancellation.

Exchange and returns policy

We want you to be completely happy with your purchases. As a consumer customer, your items can be exchanged or returned within 14 days after receiving your order.

A returned item must be unused and in its original packaging. Please remember to return all parts of the item, including the user manual. Also please give us your bank account details, so that we can refund your order.

The following items cannot be returned:

- Personalized or tailored products, based on the customer’s specific order
- Home-delivered foodstuff

The right to return your merchandise does not apply to business customers, e.g. orders placed at the online shop for companies at fromFinland.fi.

fromFinland.fi will handle the return costs of products purchased in Finland.
The customer will handle the return costs of products purchased outside of Finland.

Returning defective and incorrect items

If we have sent you a defective or incorrect item, return it to us within 24 hours. While filling in the return form, please remember to specify the nature of the defect.

An item that is defective or has been damaged in transportation will be replaced by a new equivalent item. If this is not possible, a full refund will be given for the returned items.

Refunding the returned items

The cost of the returned item will be refunded in full in 4 to 15 days from the arrival of the item to fromfinland.fi. The refund time depends on the selected payment method.

A credit adjustment is only possible within 30 days of the payment date. If not applicable, a refund will be transferred into the bank account provided by the customer.

If you have made an online bank transfer and decide to return the item, it is essential to provide us with your bank account number, so that we can refund the cost of the item to your bank account. If we do not have your account number, we will send the refund to the bank as a payment order. in this case, the bank will charge a service fee for the transfer of the payment to your bank account.

Questions or problems?

If you have any questions regarding your shipment or if you would like to give feedback, please do not hesitate to contact us by e-mail at asiakaspalvelu@fromfinland.fi or by phone at +358 400 425 056.