FAQ
Do you ship to my country?
We ship worldwide to over 180 countries. You can select your shipping destination at the top left corner of our website.
Where do you dispatch from?
All orders are shipped from our own warehouse in Turku, Finland.
Which payment methods does Finnish Design Shop accept?
We accept American Express, Bancontact / Mister Cash, Diners Club, Discover, JCB, Maestro, MasterCard (Eurocard), UnionPay, Visa, PayPal and Apple Pay. You can also pay by direct bank transfer. Klarna Invoice is currently available for residents of Germany, Austria, the Netherlands and Finland. Klarna Part Payment is available for residents of Germany and Finland.
Can I change or cancel my order?
We strive to ship orders promptly, so please get in touch with our Customer Service as soon as possible, if you would like to edit or cancel your purchase. Unfortunately, when your order has entered the shipping process, changes are no longer possible. However, you can return products within 30 days of delivery. Read more about our returns policy here.
I live in the UK, does Brexit affect shopping at Finnish Design Shop?
Shopping at Finnish Design Shop is safe, easy and effortless also after Brexit. All our goods will be delivered as customs-cleared, so there will be no additional costs.
Since we are registered as VAT liable in the UK (VAT number: GB 306 4652 16), our website’s prices include the local VAT. Due to Brexit, our online store no longer offers the intra-Community supply of goods (0% VAT) for businesses in the UK. Please contact our Customer Service if you have any further questions or need assistance.
What are my delivery options and how much do they cost?
The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically. To view the available delivery options and rates for your order, add the item(s) of your choice to your shopping cart and proceed to the checkout.
We offer the following shipping methods:
• FexEd Economy
• FedEx Priority
• DHL Express Worldwide
• DHL Parcel
• DHL Parcel Connect
• DHL Euroconnect
• GLS Euro Business Parcel (EU)
• UPS Standard
• UPS Expedited (for international orders)
• UPS Express Saver
• Delivery to a pickup location
• TNT (for international orders)
• DSV Freight (for international orders)
How soon can I get my order?
All the items that are in stock will be shipped next business day. You can see the estimated delivery date on each product page and at checkout. Please note that your order will be delivered as one full shipment once all the items are in stock.
Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown in your webshop?
• International orders (excluding Norway, Switzerland and UK)
Deliveries to private customers in Norway, Switzerland and UK are delivered customs-cleared and the prices are including VAT and duties. For company customers the prices are excluding taxes and duties.
All non-EU (European Union) countries are shipped to on a DDU (Delivered Duty Unpaid) basis, which means that all product prices displayed are exclusive of all taxes and duties.
Finnish Design Shop does not determine or collect these fees. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
Finnish Design Shop is not responsible for potential import duties and local taxes and we cannot refund any orders that are returned to us due to non-payment of duty. All orders are shipped from Finland. Each product’s country of origin is indicated in the documents (non-EU orders only).
What if the product has been damaged during transport?
All delivered items are insured. If you find the package damaged before opening, notify the delivery company immediately upon delivery. If you notice damage after opening the package, report it to us immediately via our claim form.
A defective or damaged product must be reported to us via the form immediately, but no later than 3 days after receiving the product.
The defect of the product or the damage must be described and documented in an required way. A defective or damaged product must be sent to the seller for inspection. Finnish Design Shop will not deliver a new product or refund the price of the product until the fault or damage has been verified.
Can I track my order?
Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website. If you are registered with us, you can also see your previous orders by signing into your account.
I placed an order but didn't get an order confirmation. Have you received my order?
You will always get an order confirmation by email. If you cannot find it (not even in your spam folder), please contact our customer service.
How can I return or exchange a product?
Finnish Design Shop customers have the right to return or exchange any product within 30 days of delivery. You can register your return by signing in to My Account and selecting the order from the Previous orders list.
If you have any questions about the return process, please contact our customer service. All returns must be made via our shipping partners. Please see below for more detailed instructions and terms regarding returns.
The customer has the right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying Finnish Design Shop within 30 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
Please note that the right to return products does not apply to:
• Custom-made products which are ordered from the manufacturer according to the customer's wishes.
• Fabrics cut to order.
In the case of textile and hygiene products, such as bean bag chairs, towels, bedding or rugs, we only accept returned products if they have been handled with great care. Cosmetics must be unused and their seals unbroken.
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.
I haven't received a reply from you to my email. Why is this?
We do our very best to reply to you in 24 hours. Please check that our message hasn't ended up in your email's promotions inbox tab (Gmail), spam mail or another folder. If you still cannot find it, please contact our Customer Service.
Do you offer gift wrapping for products purchased as gifts?
Unfortunately, we do not currently offer gift wrapping. However, we are constantly developing our service, and we will take this wish into account as well!
Is the information I give you secure? Is your web site secure?
All customer information records will be secured both within the Internet as well as outside it. All confidential information will be encrypted so that no third party will be able to access them. We utilize the highest SSL encryption which is the industry standard for Internet encryption, used by banks to secure online transactions.
Finnish Design Shop does not access or store any payment data, such as credit card numbers, bank account details etc. The transactions are processed confidentially by Adyen, which is one of world’s leading e-commerce payment providers. The payment card details are transferred to Adyen over an encrypted SSL connection secured by Symantec 1024-bit SSL encryption.
The supplied order related information will only be accessed by designated Finnish Design Shop employees processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.
If you prefer not to order online, you can place your order through our customer service.
What if I’m not at home when the package arrives?
A notice of missed delivery will be left, and you are asked to contact the carrier to reschedule the delivery.
How can I remove an item from the shopping cart?
If you wish to remove an item from the shopping cart, click the small x icon on the upper right-hand corner of the product image on the Checkout page.
What are cookies and how do I enable them?
Like many other websites, also Finnish Design Shop uses cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable website to remember your browser and its settings when you return to the website and hence enables us to provide you with better personalized service.
Cookies do not retrieve any other information from your computer, pass on viruses or capture your e-mail address.
To use our website efficiently, you have to accept cookies. Normally browsers are set to accept cookies. If your browser doesn’t accept cookies you can easily change the settings in your browser’s preferences.
I have a registered company in EU country with a valid VAT number. How can I get VAT deducted from my order?
When a business from another European Union member state makes a purchase at Finnish Design Shop, 0% VAT is applicable due to an intra-Community supply of goods. This requires the business to have a registered VAT number, which will be verified prior to accepting the order. For qualifying business customers, VAT will be deducted at checkout and the order will be stated as an intra-Community supply of goods in the invoice. If you have any questions, please contact our customer service.
I am a professional working with interior design or I am ordering for a company. Do you offer trade pricing?
Indeed we do! Our Trade and Contract Sales is happy to assist you with all B2B sales related matters, from sourcing the right products for your project to quotation and all the way to deliveries. Read more here.
