Hello, how can we help?

Once your order has been packed at our warehouse, you will receive a shipping confirmation by email. The message includes a tracking number that allows you to follow your shipment on the carrier’s website.

What can be done if the tracking link is not yet active?

Please be patient — it may take several business days for the tracking to become active. Tracking is updated once our logistics partner completes the first scan of the shipment, and activation times vary depending on the carrier.

Please note that tracking updates are not necessarily made daily. If there have been no updates within 5–6 business days, or if you have any concerns about your delivery, our Customer Service team will be happy to assist you.

The order can also be viewed by logging into the customer account, where it is possible to see:

• the current order status
• delivery details and tracking number
• all previous orders.

Was the order placed without registration?

Create a customer account using the same email address used for the order, and the order will automatically appear in the account.

Unfortunately, we’re not able to make changes to or cancel an order once it has been placed.  However, if you’re not satisfied with the products, you can return them within 30 days of delivery.

If your order is still waiting for items to arrive at our warehouse, you’re welcome to contact our Customer Service team. In this case, we’ll check whether it’s still possible to make changes to or cancel the order.

It’s important to us that you’re happy with your purchase. If a product doesn’t meet your expectations, you can return it within 30 days of delivery.

Returned items must be unused and in their original packaging. Returns must be made via our shipping partners.

Please note that a restocking fee may apply. The fee depends on your location and the item being returned, and it will be deducted from your refund. 

*EU-countries: Austria, Belgium, Bulgaria, Cyprus, Croatia, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Romania, Slovenia, Slovakia, and Spain.

**Small & large items

• Small item: A parcel is considered a small item if it is under 80 cm in length and weighs less than 25 kg.
• Large item: A parcel is considered a large item if any side exceeds 80 cm or if it weighs more than 25 kg.

Would you like to make a return?

1. Log in to your customer account and go to the "Order history" section. Select the order you wish to return and submit a return request via the return form.
2. If you were not logged in when placing your order, please first create a customer account using the same email address you used for the order – after that, you can proceed with the return as described above.

When will I receive my refund?

We process returns in the order they are received within 14 days of arrival at our warehouse in Finland.

You will receive a confirmation email once your return has been processed. Refunds are always issued using the original payment method.

Return policy exclusions

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

• custom-made products ordered from the manufacturer according to the customer's specifications
• cut-to-measure products, such as fabrics or replacement webbings
• B2B and Trade Program orders.

For textile and hygiene products, such as bean bags, towels, bed linen or rugs, we accept returns only if the products have been handled with care. Cosmetic products must be unused and any seals must remain intact.
 
Please see our return policy for more details.
 

Did you receive a defective, damaged or incorrect product? Please:

• take photos of both the packaging and the product
• send the photos along with a detailed description via our claim form within three days of receiving your order
• fill in the claim form here.

Our Customer Service team will contact you as soon as possible. Please always keep the damaged packaging.

If the product you’re interested in is currently out of stock or on backorder, you can still place your order as usual in our online store. You’ll see the estimated delivery time on the product page as well as at checkout before confirming your order.

Please note that we ship the entire order at once once all items have arrived at our warehouse. The estimated delivery time for your full order is always shown at checkout before payment.

You can check the estimated delivery time:

• before placing your order on the product page and at checkout
• after placing your order in the order confirmation email and in your customer account.

Please note that delivery times for backorder items and restocks are estimates and may change due to supplier-related reasons.
 

Would you like to order a product that is not available in our online store?

We’re happy to check the availability of your desired product or spare part. Through us, you can also order products from the brands we represent, even if they are not currently part of our online selection. Please fill in and send the product inquiry form, and our Customer Service team will get back to you.

Sometimes a campaign or discount benefit may not appear at checkout as expected. In most cases, the reason can be found in the campaign terms. The most common reasons are:

• The benefit applies only to full-priced products.
• The campaign requires you to be logged in or to be a member of our loyalty program. Psst. Did you know that membership is free? Join here.
• The benefit cannot be combined with other discounts.
• The campaign is valid only for a limited time or for selected products.

 Please also note that campaigns apply only to new orders and cannot be added to orders that have already been placed.
 
We recommend checking the detailed campaign terms in our online store or in the message you received.
 

Would you like to use a discount code or a gift card?

Discount codes and gift cards can be added at checkout in the section "Add a gift card or campaign code". Click the button to open the input field for the code. Enter the code in the field and click the button.
 
Please note that:

• discount codes apply only to full-priced products
• only one discount code can be used per order.