This is a million peso question. After you have placed the order, a confirmation and a receipt magically appear on your email (if not, though, we recommend checking your spam folder, and if that doesn’t help, then please contact us). A link to the tracking appears on the receipt as soon as the order is shipped. As soon as your order has a tracking number, you can follow the unbelievable adventure of your package from our warehouse to you.
The first thing you should do is check your receipt and the tracking link on it. Sometimes it takes time for the postal companies to deliver the goods. Sometimes, however, a wild problem might appear and affect the delivery. If it takes a long, long time or the tracking shows cryptic messages or any kind of problems, contact our customer service and we will make everything work again (since we’re super awesome). Or we might re-send or refund the order depending on the circumstances.
Sometimes we misplace items or hide stuff in places we can't access without doing a human pyramid. In these cases, it might take a bit longer to collect the items to your order. Other times, the delay in processing might be caused by this nonsense called weekends or holidays, and our warehouse people would be super grumpy if we would force them to work 7 days a week. But don't worry, we will collect and ship the orders as fast as humanly and robotically possible. And if however there seems to be no logical explanation for the delay, please let us know about your impatience by contacting us, and we’ll do our best to solve the issue.
Adding stuff to your order after you have paid is unfortunately not possible.
If you change your mind about your order, please contact us as soon as possible at [email protected]. You can also reach us during (EET) opening times via our webstore chat.
Then the postal worker will shrink and come to your house to deliver the goods through the chimney or even a keyhole, just remember to leave some cookies, milk, and/or whiskey for refreshment. Jokes aside, the postal worker will try again later or leave a note for you where the order can be picked up. At least that's what they should do.
Well, this is not recommended, and we cannot courage you to try it since there are many restrictions regarding the issue internationally.
Parcels cannot be delivered to military bases, APO/FPO addresses or in some countries to PO boxes.
One exception to this is Canada, though. According to our tenuous knowledge, if you do not have a civic address and you accept all your mail from Canada Post at a PO box address, that should do. Please choose Posti Priority as the delivery method in this case.
We all know how it feels to be tied to the radiator and working 24/7, writing the FAQ and answering the emails, and so on. Therefore it is possible. If you are up to order stuff to your second home, just double-check the address and add essential information (i.e. the company name and so on), so it is easy for the postal company to deliver your package to the right place. Also, make sure that your work address is not a military base APO/FPO or PO box. Unfortunately, our logistics partners won’t accept these addresses.
We would kindly ask you to order the goods to the address where you are living/staying. This is because redirecting orders is quite hard and does not always work, especially internationally. However, we promise to try our best with the postal companies and send the redirection request, if for some reason this must be done. But please, don't do this for fun.
As Super Duper professionals, we are able to prolong the shipping time if needed (please write your wish to the note field already in the shopping cart), but when it comes to the delivery itself, most likely it might be possible then too. At least usually, the postal companies contact the customer regarding the delivery to ensure that the customer actually gets the goods. Splendid, isn’t it?
If you are ordering from outside the EU, most likely yes. You should check the import limit with your local customs office. Packages to the United States whose declared value is under 800 USD will generally be cleared without any additional paperwork. We send our international orders to countries outside the EU without charging Finnish VAT, so the items will be cheaper for you, but you need to take care of possible taxes and duties according to the destination country. We know it is dull and we are unable to alter the shipping documents for you to get the items tax-free, but this is how the world works and life is not always fair.
As dictated by UK officials, UK VAT 20 % will be added to orders with a VAT excluded total of under 135 GBP. We will settle these taxes to the UK Gov. For orders with VAT excluded total of over 135 GBP, prices will be VAT free and you have to pay your local customs fees, taxes and duties when the item is delivered. Logistics companies, e.g. DHL Express, might also add a service fee for declaring your item on your behalf. Yes, we know that this is bat shit stupid.
The international postal services’ ways are mysterious. Not as mysterious as the Sith's ways, but still. Thus far, we’ve been able to detect a few common causes, though: either there has been a problem with the address (i.e. missing details or such), you have not been home at the time of the delivery, or the package has not been collected from the postal office. Sometimes a complete mystery has happened and the order is actually lost.
Anyway, please double-check the address details in your order. Our system is Finnish and it accepts only the Latin alphabet, so please do not use strange foreign letters such as Cyrillic, Arabic, hiragana, katakana, or Greek, since the system thinks they are all Klingon. Also, please double-check your phone number and tracking details.
If the order is returned to us and cannot be resent immediately, we automatically refund the order. If you notice that the item is being returned and it’s still on its way, and contact our customer service in time, we can try to resend the order.
Oopsie! Looks like some whoopsie has happened! Or the order confirmation might be found in your spam folder. If the email is not there, we highly recommend contacting our customer service at [email protected] as soon as possible. We’ll do our best to help you, even if it requires us to travel put our nano gear on, and adventure through cyberspace as Internet ninjas to ensure that the situation is fixed.
Putting a product aside is unfortunately not possible. But if you have a particular request regarding a product you have included in your order, like a particular shade of grey or certain markings on a surplus item, then, please mention this in the note field at the checkout, and we’ll do our best to collect the right kind of article and make magic happen. Please don’t be mad if we don’t succeed, though. Sometimes these requests are impossible to fulfill while trying to work efficiently at the same time.
Nope. But you can order the restock notification to your email for that particular product. Just click on the envelope icon on the product page. The reminder will be sent to you as soon as the product is back in stock, and you will be able to buy it right away!
You should check that with your local customs office.
You don't have to fill in your credit card information on our web page. After you have filled your information and click "Confirm order" our web page will redirect you to the payment provider’s site, where you will need to fill in your credit card information.
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 are free within Finland when using Posti or Matkahuolto.
Returns from Sweden and Germany are free, if you request a pre-generated return label from us.
Returns from other EU countries using a pre-generated return label carry a return cost of 7,99€, which will be deducted from your refund amount.
Returns from the USA using a pre-generated return label from the online return portal carry a return cost of $15,99, which will be deducted from your refund amount.
Cost of returns from anywhere else is fully the responsibility of customers.
If you are unable to print the receipt for your online return, clearly write the following information about your return on an A4-sized paper and put the paper inside the return package:
CUSTOMER RETURN
YOUR NAME
RETURN ORDER NUMBER (Note that this is your return order number, which is different from your original order number!)
EMAIL ADDRESS
If you ordered with an Avarda invoice, the ordered products will be credited directly from your Avarda invoice, i.e. if you return all the products you ordered, you can leave the invoice unpaid and wait for the balance of the invoice to be credited when plautus is processing it.
If you return only part of the products, you will receive an updated invoice when the return is processed. Alternatively, you can deduct the price of the returned products from the total amount of your order, and pay only the products you keep on the invoice. Please note that when you return only part of the products, the original delivery costs are not credited.
You can also check the current balance by logging into your Avarda account. If you are worried that the invoice due date will hit before your return is processed, you should agree on a change of due date directly with Avarda.
First, contact our customer service at [email protected], by phone or through the online store chat, and we will help and find a good way to solve the problem. If there is a reason to return a faulty or wrong product, any possible return fee will be removed before we process your refund.
For US and Finnish customers: when making an online customer return, select "product was damaged" as the reason for the return and briefly write what was wrong with the product in the additional information field in the shopping cart. If a different product has been delivered to you than the one you originally ordered, select "received wrong product" as the return reason, and write some details what you received incorrectly in the additional information field.
Customers in Finland and USA can exchange the product for another size or colour when making a return online, if the size or colour you want is available. Select the return reason "Size/colour not suitable" and select "replace with different size/colour" as the return method. At this stage, you can choose either a larger or smaller size or a different colour of the same product directly below, if we have it in stock at the time of returning. If the replacement product is not visible and displays a message "the product has no colour or size options" (or if you can only select from sizes or colours that you do not want), it means that the size/colour you want is not available. You can return the product for a refund. If you want to exchange the returned product for a completely different product, select a refund as the return. Complete the return and return the product to us normally. Place a new separate order for the other product you want. You don't have to wait for us to process the return first, you get your money back for the return when it arrives at our warehouse.
Customers from all other countries are advised to place a separate new order for any exchange products, whether you need the same product in another size or colour, or a different product altogether.
Create a customer return separately for each order with products to be returned. Print all the return confirmation receipts and put them inside the return package.
For customers in the USA, you need to create an individual UPS label for each order you are returning items from, and package each return separately. Please ensure you use the corresponding label (and return receipt) for each parcel, as they are matched with the contents.
You can return items from several orders by including details for all the original orders the return items are from.
If you can, print your original order receipts and mark the returned products by circling the product numbers, or clearly write on an A4 size paper your original order numbers, your name and contact details, the products you are returning and the reason for returning.
First, please check the tracking of your delivery for the estimated arrival to our warehouse. Returns within Finland should arrive and be processed in a week or so. Returns from the EU and USA should arrive and be processed in around two weeks. International returns from further away might take up to 30 days to be delivered, depending on service used and distance your parcel needs to travel.
Your money will be refunded as soon as your return has been accepted and processed, and we’ll notify you about this by email.
It is worth noting that Christmas and other peak seasons can delay return processing times.
If you haven’t heard from us and a fair bit of time passed beyond the above timeframes, do contact us and we’ll help you.
We’re able to generate a label for returns from the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. If you wish to return products, please contact us at [email protected] and tell us what you wish to return and from which order.
You’ll be able to print out a UPS return label from the return confirmation email after you register your return.
We can generate a new return label for you if you contact us at [email protected] and tell us what you wish to return and from which order.
Usually, we’re able to figure out the sender from the package and connect the info with the right order. However, if you do not hear from us within 30 days of your return, please contact us and give us all the details that you can. We’ll do our best to help you.
If you are planning on returning something that costs less than the return fee of 7,99€ from the EU or less than the return fee of $15,99 from the USA, by simple maths it is not worth returning the item. If you really don't want to keep the item, you could give it to someone. As always, we’re here to help if you really get stuck with this dilemma.
If you are of the opinion that the product is not as it should be, but 100 days have passed or the product is no longer fit for sale, don't worry, we won't leave you in the lurch.
Please contact us at [email protected] and tell us in detail what was wrong with it, and we will help you find the best possible solution to your issue.
Almost all items do, yes. Customised products, such as name tags with your own text do not. We have mentioned any exceptions to return rights on the product page on our web store.
The delivery time for domestic orders is normally approx. 4 to 6 weeks. For international customers the delivery time may stretch beyond six weeks depending on how long it takes for your order to reach you. Currently the estimated delivery time for domestic orders is 5-10 weeks. The name tags will be sent separately in a letter if they are part of a larger order.
This is something we hear quite a lot from our overseas customers. This is because some countries prohibit any meat or dairy products from the EU from entering the country. We can sell, package and ship them, but most likely they will be shipped back to us by your customs. This has happened so often nowadays that we decided not to ship them at all. At the moment, this affects the US, Canada, the UK and Japan. We would love to sell you our meat, but unfortunately customs says no.
While we do have some quite strange things in our warehouse and office, mainly including our staff, the product you want, we just don’t have it. We would of course love to take your money, we just simply don’t have any mysterious piles of products lying on the corridors of our warehouse and office from where we’d be able to locate products that aren’t available on our website.
You can order a restock notification to your email for a particular product by clicking on the envelope icon on the product page next to the right size or color variable.
If you're unable to find the icon or otherwise cannot get it done then you've either encountered a bug or the product is being removed from inventory and will not be restocked ever again. If there aren't any mentions about this on the product page please contact our customer service and we'll get on it.
It would be great if we would be able to get all suggested products into our range of products, but this is unfortunately impossible. We can forward a suggestion to our purchasing team, but this does not guarantee that we’ll get the product. We usually plan our product range about a year in advance. So even if we decide to include the suggested product in our line, it will take some time before it’s available. And of course, there’s the fact that it just might not be possible to include certain products because of reason x.
We have received a lot of questions regarding the war in Ukraine. Please see Frequently Asked Questions: Ukraine.