Frequently Asked Questions

ORDER ISSUES

Where’s my order?

Great question! Once your order is placed, you will receive a confirmation email within a few minutes. If you don't see it, we recommend checking your spam or junk folder. If it’s still missing, please get in touch with us.
As soon as your order ships, we will send you a notification email with your tracking information. If you selected International Post or Posti Priority, please note that once the parcel arrives in your destination country, using your local postal service's tracking system will provide the most accurate updates.

What should I do if my order hasn't been delivered yet?

First, check your shipping confirmation email for your tracking link and monitor the updates there. If the parcel is shipped with International Post or Posti Priority as, please note that once the parcel arrives in your destination country, using your local postal service's tracking system will provide the most accurate updates.
If transit is taking unusually long, or if the tracking display shows unclear updates, please reach out to our customer service team so we can investigate. But worry not, if a parcel is officially declared lost or damaged, we will gladly either reship your order or issue a full refund, depending on the situation.

When will my order be shipped?

We ship most orders the next business day. Occasionally, items may need to be transferred between warehouse locations before being packed, which can add a brief delay. Weekends and public holidays can also affect handling times.
Rest assured, we work as quickly as humanly and robotically possible to get your parcel on its way. If you ever have questions about your order status, feel free to reach out via live chat or at info@varusteleka.com.

Can I add an item or change an item in my order?

We can usually modify your order if you contact us within 4 hours of placing it (for deliveries within the EU).
If your shipping address is outside the EU, or if more than 4 hours have passed, the fastest solution is to cancel the original order and place a new one with your desired changes.

Can I remove an item form my order or change the delivery address?

Removing an item from your order and changing the delivery address is possible before the order is shipped. Please, cotanct us via live chat or at info@varusteleka.com  as soon as possible, to make sure we could implement the changes ontime.

How do I cancel my order?

If your order hasn't shipped yet, you can submit a request through our cancellation form, located in the footer of our website under Company Policies. You can also reach out via our AI chat assistant or email us at info@varusteleka.com.
Please note that once an order has shipped, it can no longer be canceled. In that case, please refer to our Return Policy.

What happens if I'm not in when my order arrives?

The courier will typically attempt redelivery or leave a notice explaining where you can pick up your package.

Can I have my order delivered to a PO Box address?

We generally cannot deliver to PO Boxes. The only exception is shipments to Canada sent via Posti Priority.

Can I have my order delivered to my work address?

Yes, absolutely. Just ensure the address details are correct and that you are available to receive the parcel at that location.

Can I have my parcel redirected to a different address?

We recommend placing your order using the address where you will be staying or living. Redirecting parcels mid-transit is complicated and not always successful, especially for international shipments. If a redirection is essential, please let us know and we will do our best to submit a request to the carrier, though we cannot guarantee it will be granted.

Can I choose a specific time or day for my delivery?

If you contact us before your order ships, we may be able to hold off on dispatching it for a short time. Once your order has left our warehouse, any scheduling or delivery adjustments must be arranged directly with the carrier. Please note that not all delivery providers offer flexible delivery scheduling.

Will my parcel be subject to customs and import charges?

If you are ordering from outside the EU, your package may be subject to local duties and taxes. We recommend checking your country’s import allowances with your local customs office before ordering.
Orders shipped outside the EU are sold free of Finnish VAT. While this lowers the item price at checkout, you remain responsible for any applicable taxes, duties, and customs clearance fees charged by the destination country or the carrier handling clearance.

How does Brexit affect orders from the UK?

In accordance with UK regulations, a 20% UK VAT is applied to orders with a total value under £135 (excluding VAT), which we collect and settle directly with the UK government.
For orders exceeding £135 (excluding VAT), prices are listed VAT-free at checkout. You will be responsible for paying local customs fees, import taxes, and duties upon delivery. Carriers (such as DHL Express) may also charge a processing fee for handling customs clearance on your behalf.

Why has my order been returned to Varusteleka?

There are a few common reasons this might happen:

Address issues: Details were missing, incorrect, or typed using non-Latin characters.
Missed delivery: No one was home when the carrier attempted delivery.
Unclaimed package: The parcel was not picked up from the local post office or pickup point in time.

Note: Our system operates in Finland and only supports the Latin alphabet. Please ensure your delivery address does not include Cyrillic, Greek, Arabic, Hiragana, Katakana, or other non-Latin scripts. It is also important to double-check that your phone number is correct.

If an order is returned to our warehouse, we will automatically process a refund once it arrives. However, if you notice your parcel is being returned while it is still in transit, please reach out to our customer support team immediately—we will do our best to catch it and arrange to resend it to you.

I didn’t get an order confirmation email

Confirmation emails can occasionally take a few minutes to arrive. We recommend checking your spam, junk, or promotions folders, as automated emails can sometimes be filtered there depending on your provider settings.
If you still cannot find your confirmation after a short wait, please reach out to our team at info@varusteleka.com so we can verify your order details and send you a copy.

Can you put aside a certain product for me?

Putting a product aside is unfortunately not possible.

May I purchase a product in advance if it’s not in stock?

Nope. But you can order the restock notification to your email for that particular product. Just select the product, click “notify me when back in stock” and add your email. The reminder will be emailed to you as soon as the product is back in stock, and you will be able to buy it right away!

Am I allowed to order a certain product to my country?

You should check that with your local customs office.

Payment authorization failed

Most likely your bank/card company fraud blocking system is blocking the transaction thinking that the payment was fraudulent. This happens sometimes when trying to place international orders, especially from the US/Canada. You can resolve the problem by contacting your bank and asking them to allow international orders. It’s also possible that you’re using a card that isn’t allowed, prepaid cards usually don’t work . If the problem persists, please contact our customer service, tell us as much information as you can and we'll try to help you any way we can!

RETURNS AND REFUNDS

Right of Return

You have a generous 100-day return period starting from the day you receive your order.

To be eligible for a return, items must be unused, in their original condition, and packed securely for shipping.

Please note that the right of return does not apply to:

  • Food items

  • Hygiene products if the packaging has been opened

  • Customized or made-to-order products (e.g., personalized name tags)

Exchanges

We don’t process direct exchanges. If you’d like a different item, size, or color, please place a new order on our website and return the original item according to this policy.

How to Make a Return

  1. Log in to your customer account on our online store and submit a return request for your order.

  2. Once your request is approved, we will send you full return instructions.

  3. Pack the items carefully and write your order number clearly and visibly on the outside of the parcel (using a permanent marker in big, bold lettering works best!).

For more information, please refer to our main Return and Refund Policy page.

Returns from the EU and the US

We can provide you with a return shipping label; however, the cost of the return shipping will be deducted from your final refund.

Returns from Other Countries

If you are returning an item from outside the EU or the US, you will be responsible for the return shipping costs. Please make sure to use your national postal service or DHL Express to send the parcel back to us, and be sure to provide us with the tracking number. Please note that we cannot take responsibility for lost return parcels.

Store Returns (Finland)

If you happen to be in Helsinki, you are always welcome to drop off your returns directly at our shop!

Processing and Refunds

  • Processing Time: Returns are usually processed within 7–14 business days after we receive your parcel.

  • Payment Method: Refunds will always be issued to your original payment method.

  • Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part (such as receiving a defective or incorrect product).

It's been more than 100 days since my order, can I still return something?

Our official return window is 100 days. However, if you believe your case requires special consideration, please feel free to reach out to us at info@varusteleka.com, and we'll be happy to look into it for you.

PRODUCTS

When will I receive the custom name tags I ordered?

  • Domestic orders: Estimated delivery is normally 4 to 6 weeks.

  • International orders: Delivery can take up to 10 weeks, depending on transit time to your location.

Note: If your name tags were part of a larger order, they will be sent separately in a standard letter.

Why can't I order certain meat products (like Ham Cocks) or Tactical Foodpacks to my country?

Certain countries have strict customs regulations that prohibit the import of meat or dairy products from the EU. If you are unable to order these items, it is likely due to import rules specific to your destination country.

Would you happen to have an out-of-stock item left somewhere in the back of your warehouse?

Unfortunately, no! All of our available inventory is listed directly online, so if it shows as out of stock, we don't have any hidden away in the back.

How do I request a restock notification?

Simply select the out-of-stock product, click "Notify me when back in stock," and enter your email address. As soon as the item is available again, we'll send you an automated email so you can grab it right away!

Why don’t you carry a specific item in your selection? My friends and I would definitely buy it!

We love getting product suggestions! While we would love to stock everything our customers request, it isn't always possible.

We are happy to pass your recommendation along to our purchasing team for consideration. Please keep in mind that we plan our product line about a year in advance, so even if we decide to bring an item on board, it can take some time to become available. Additionally, supplier restrictions, licensing, or sourcing constraints sometimes prevent us from carrying certain items