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.

If your order has not yet been processed, please contact our customer service and we will check whether the requested change is possible. You can find our contact details here. 

You can exercise your right of cancellation within 30 days of delivery via this link: Cancel order. If you have already received your order, the cancellation is carried out as a return. You can also submit a return request through your My Account page, under Order History. 

If you are not satisfied with your purchase, you can return the items within 30 days of delivery. Please note that a return shipping fee applies. For full return instructions, visit our Returns page.

It is important to us that you are happy with your purchase. If you are not satisfied with the products, you can make a return within 30 days of delivery.

Products must be unused and in their original packaging. A return shipping fee applies according to the chart below. 

You can also cancel your order at any time within 30 days. If you wish to cancel your order, you can submit a cancellation notice via this link. 

*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.

How to submit a return request

1. Log in to your account and go to Order History. Select the order you wish to return and submit a return request via the return form. Please also review our return terms and return instructions. A return shipping fee applies according to the chart above.
2. If you were not logged in when placing your order, you can submit a return request via this link: Return an order.

Cancelling an order

You have the right to cancel your order within 30 days of delivery. You can exercise this right via this link: Cancel order. If you have already received your order, the cancellation is carried out as a return. 

When will I receive my refund?

We process returns within 14 days of arrival at our warehouse in Finland, in the order they are received. You will receive a refund confirmation by email once your return has been processed. Refunds are always issued to the original payment method. 
 
If you are returning a product purchased by invoice, please ensure the invoice is paid by the due date as normal. Any reminder fees remain the customer's responsibility if the invoice has not been paid on time.

Limitations on the right of return

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
• gift cards
• business customers

For textile and hygiene products, such as bean bags, pet beds, 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.

Limitations on the right of cancellation

The limitations on the right of return also apply when a cancellation request is submitted after the order has already been processed. 

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.