FAQ

Once your order has been packed, you'll receive a tracking number by email that you can use to follow your order. Depending on the carrier, tracking may take a little while to become active.

You can check your order status by logging in to your account. In your account, you can follow your order's progress and see all your previous orders.

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're happy to check the availability of the spare part or product you're looking for. Through us, you can also order products from the brands we represent that aren't part of our online store's selection.

Fill in and submit the product inquiry form, and our customer service team will be in touch. Please note that our response time may be longer than usual.

The discount code and the number sequence on your gift card are added to your order at checkout under "Use a gift card or promo code". Click the + icon to open the text field for the code.

A promo code works according to its terms. You can use one discount code per order.

A gift card can be used together with a discount code. If you have several gift cards, activate the codes one at a time.

The transport of products with batteries is subject to international safety regulations that limit how many are allowed in the same shipment. A single shipment can contain a maximum of 4 products with batteries.

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 our promotions apply to new orders only.

You'll always receive a confirmation of your order to your email address. Please check that the order confirmation hasn't ended up in your Promotions tab (Gmail), your spam or trash folder, or elsewhere in your inbox. If you can't find the message, 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

We offer several secure payment methods for our customers. Payments in our online store are always safe, and we use industry-standard SSL encryption to protect your data. Read more about payment methods

You can choose the delivery method that suits you best at checkout.

We deliver all products together in one shipment. If your order includes products with different delivery times, we will send it once all the items are in our warehouse.

Learn more about deliveries

You can see an estimated delivery time on the product pages, at checkout and in your order confirmation. The estimated delivery time may change for reasons beyond our control.

We aim to ship all in-stock products as soon as possible.

The estimated delivery time for made-to-order products is stated on the product pages. We deliver your entire order only once all of its products have arrived at our warehouse. If the estimated delivery time for a made-to-order product is longer than usual and you need the other items sooner, we recommend placing a separate order for them.

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

When your order leaves our warehouse, you'll receive a shipping confirmation and tracking number by email. With the tracking number, you can follow the progress of your order. You can track your shipment and view all your previous orders by logging in to your account. You can also create an account afterwards.

Tracking can take a little while to activate, so if it's not showing any updates yet, please check back a bit later. It usually goes live within a few business days. You'll find your tracking number in the shipping confirmation email we sent you.

To follow your order and view your past orders, simply log in to your account. You can also create an account later.

Our warehouse processes orders as quickly as possible, so changes aren't always possible. If you'd like to adjust your delivery, please contact our customer service as soon as you've received your order confirmation. Once you've received your shipping and tracking confirmation, the delivery time can no longer be changed.

You'll find our customer service opening hours and contact details here.

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 becoming a member, you'll enjoy unique benefits such as a welcome perk and early access to the campaigns you've been waiting for. By bringing your design purchases together with us, you'll collect points, move up through the membership tiers and unlock even better benefits. You'll find your current benefits in My Account.

Please note that subscribing to the newsletter does not automatically make you a member of the loyalty program. Joining is free. Join now!

Welcome to the Finnish Design Shop community! As a new member, you have an exclusive 15% discount waiting for you, valid on one full-priced order in our online shop. Please note that the discount excludes special editions, gift cards, String Furniture products, Studio services, and cannot be combined with other offers.

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

You can find all your current member benefits and instructions on how to use them in My Account.

You earn one point for every product purchase of at least €100* (excluding gift cards) made while logged in at the Finnish Design Shop online shop. Every full €100 entitles you to one point. For example, if you make a single purchase of €240, you receive a total of two points. Purchases made on separate occasions or on separate receipts cannot be combined, and points cannot be transferred from different accounts to a single account.

Your points are valid for 12 months at a time, starting from when you earn your first point. You can view your points balance in My Account.

*AUD, CAD, CHF, CZK, DKK, GBP, JPY, NOK, NZD, PLN, SEK, SGD and USD respectively. Please see the table below.

Read more about how points accumulate in the customer program terms.

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.