FAQ

All non-EU (European Union) countries (excluding US, Norway, Switzerland and UK) are shipped to on a DAP (Delivered at Place) 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).

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 see your previous orders by signing into your account.

Not a member yet? Join now for free! Read more about our customer loyalty program and enjoy a site-wide discount of 15% off upon signing up.

If you aren’t a registered customer yet, sign up with the same email address you used when placing your order: the order details will appear automatically on your newly-created 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.

We are happy to check the availability of the spare part you want. Also, it is possible to order any product from the brands we represent. Please fill out the form, and we will get back to you with a quote as soon as possible.

First, click 'Use a gift card or a campaign code' at checkout. Enter the code in the field and click 'Apply'. If you have several gift cards, use them one at a time. The campaign code only works with normal-priced items.

The transport of battery-powered products is subject to international safety regulations that limit the quantity allowed per shipment. For this reason, a maximum of 4 battery-powered items can be delivered in a single shipment.

If a larger quantity is needed, you can:

• request a separate quote, or
• place multiple separate orders directly in the online store according to the required quantity.

Placing multiple separate orders in the online store is the fastest way to get the products delivered without additional handling.

Please note that the active promotions only apply to new orders.

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.

When a business customer from another European Union member state makes a purchase at Finnish Design Shop, 0% VAT is applicable in accordance with the intra-Community supply of goods regulations.

To qualify for 0% VAT:

• The business must have a valid, registered EU VAT number
• The VAT number will be verified before the order is accepted
• For qualifying business customers, VAT will be automatically deducted at checkout
• The invoice will state the order as intra-Community supply of goods

To ensure VAT is correctly handled, please create a business account before placing your order.

Create a business account

Contract & Project Sales

Finnish Design Shop Contract Sales supplies furniture and lighting for office, hotel, restaurant, retail, institutional, and residential projects. Our experienced design and sales professionals are happy to support you throughout your project.

You can contact us via email or phone — we’re here to help.

Speak to an Expert

Paying in our online store is always safe. You can choose a suitable payment method from numerous options. Read more about payment methods

You will see the available shipping options and estimated delivery date at checkout. Please note that your order will be delivered as one full shipment once all the items are in stock.

Once your order is packed and ready to be shipped from our warehouse, we will send you an email confirmation.

Learn more

All in-stock items are dispatched within two working days. 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.

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. Read more about shipping

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.

Not a member yet? Join now for free! Read more about our customer loyalty program and enjoy a site-wide discount of 15% off upon signing up.

If you aren’t a registered customer yet, sign up with the same email address you used when placing your order: the order details will appear automatically on your newly-created account.

Activation of the tracking number may take up to two working days, depending on the delivery method. If the tracking page is not providing tracking info, please try again later.

We strive to ship orders promptly. When it comes to in-stock items, changes are unfortunately no longer possible. If you are not happy with your purchase, you may return it in 30 days.

The transport of battery-powered products is subject to international safety regulations that limit the quantity allowed per shipment. For this reason, a maximum of 4 battery-powered items can be delivered in a single shipment.

If a larger quantity is needed, you can:

• request a separate quote, or
• place multiple separate orders directly in the online store according to the required quantity.

Placing multiple separate orders in the online store is the fastest way to get the products delivered without additional handling.

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 you wish, you can exchange the product you ordered for another one. The easiest and fastest way to exchange a product is as follows:

You can initiate the return on your Account. Then simply order a new product from our online store.

Once the returned product is received, we will process it and you will receive a refund for the product according to your payment method. At this point, the new product you wanted has usually already reached you, provided it is a stock item.

Read more about our returns policy here

If you aren’t a registered customer yet, sign up with the same email address you used when placing your order: the order details will appear automatically on your newly-created account.

Registration is free and does not obligate the user in any way.

You can return the product if it is unused and in the condition you received it. All parts of the product, including the packaging and instructions, must be intact.

Read more about our return policy

We will issue a refund within 14 days of receiving and inspecting the returned product. Returns are processed in the order they arrive.

By joining, you’ll enjoy unique benefits such as free delivery and early access to highly anticipated campaigns. When you shop your design favourites with us, you collect points, move up the membership levels, and unlock even greater rewards. Please note that subscribing to our newsletter does not automatically make you a member.
Joining is free – join today!

Welcome to the Finnish Design Shop community! As a new member, you have an exclusive discount waiting for you, valid on one full-priced order in our online shop. Please note the discount excludes special editions, gift cards, String Furniture products, and Studio services, and cannot be combined with other offers.

Your discount is valid for one month from your joining date. To redeem it, simply log in and place your order.

You will earn points for the product purchases you make as a member in complience with the terms of our customer loyalty program.

You earn one point for every purchase of at least €100 (excluding gift cards) made while logged in at the Finnish Design Shop online store or showroom & shop. Each full €100 purchase qualifies for one point. For example, if you make a purchase of €240, you will receive a total of two points. Purchases made on different occasions or receipts cannot be combined, and points cannot be combined from different accounts onto one account. (*AUD, CAD, CHF, CZK, DKK, GBP, JPY, NOK, NZD, PLN, SEK, SGD and USD respectively. Please see the table below.)

The loyalty program offers various benefits and offers on products and services from Finnish Design Shop. Benefits may be one-time perks or benefits valid for a specific period. You can find your current benefits on My Pages.

You can find your current member benefits and instructions on how to use them on My Pages. Please note that the site-wide discount of 10% off is for one-time use only. The benefit applies to non-discounted products and cannot be combined with other offers. Valid for a limited time.

Your points are valid for 12 months at a time starting from when you accumulate your first point. You can view your point balance on My Pages.

Points are only accumulated for purchases made while logged in at the Finnish Design Shop online shop or Showroom & shop and cannot be retroactively applied.

Your account is personal, and you cannot combine memberships with, for example, a family member. Your email address serves as the identifier for the customer program.

If you have forgotten your password, you can request a new one through this link. A new password will be sent to the email address you provided during registration. For security reasons, we cannot send a new password to any other email address.

You can also place an order without creating an account.

As a member of the Friends of Nordic Happiness customer programme, exclusive benefits and current member deals are available from the moment of joining. Membership is free and also makes managing orders and returns easier. Discover more about the customer programme and take advantage of the joining benefit of 15% off.

If an order was placed without registering, a customer account can also be created easily afterwards. Create an account using the same email address used for the order to view the order details in My Account.