Returns, refunds & claims

We want you to love your purchase. If a product does not meet your expectations, you can return or it within 30 days of delivery.

You can return an item if the following conditions are met:

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 returns may be subject to a restocking fee, which varies depending on your region and the item being returned, and will be deducted from the total refund. Returns from Finland and the United States are not subject to a restocking fee.

*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.

Shipping costs: If you return the entire order, shipping costs paid at the time of purchase will be refunded. Returns of defective products are free of charge.

If returning an item ordered with an invoice or instalment payment, please make the payment as usual by the due date. Any reminder fees remain the customer's responsibility if the invoice has not been paid by the due date.

Please see below for more detailed terms regarding cases in which there is no right of return.

Kindly note that the return policy only applies to private customers.

How to return:

1. Log in to the account. Submit a return request on the website in the “My Details” section. The order can be found on the Order History page, where the return form is available. Returns are free of charge. Please review the return policy and packing instructions below.
2. If the order was placed without logging in, first create an account using the same email address used for the order. Log in to the account and proceed with the return as described in step 1.

Please note that the return address must match the delivery address where the order was delivered. Please review our return policy to confirm your items are eligible for return.

If the product you received is defective or damaged during transportation, take photos of both the packaging and the product. Send the photos and a more detailed description to us on the claim form within three days of receiving the order.

Fill out the claim form here

Our Customer Service will contact you as soon as possible. Always save the damaged shipping packaging.

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.
• Custom-cut items (including fabrics and replacement webbing).

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.

The item you wish to return must be unused and in the condition, you received it in. Please ensure that all the parts and the original product packaging and manual are included in the return shipment. 

Please pack the item in its original or an equivalent shipping box and do not write or attach anything on the product packaging.

If you use the original packaging material, please remove old shipping labels, stickers and other notes. Also, use clear tape or a clear plastic sleeve. 

Please note the following when packing the item for shipping: 

Fragile items 

• Use extra cushion material for fragile items.  
• If possible, label the shipping box as “fragile”. 

Packaging 

• In addition to the product package, pack the item in a shipping box. 
• Use a high-quality cardboard box. 
• The item should not touch the box’s walls: leave enough room around it. 
• Place the extra packaging material between the product packaging and the shipping box to create a cushion layer. 
• The corners and sides of the box may need additional reinforcement. 

Sealing 

• Use good clear tape. Brown or other coloured tape may damage the packaging.
• Close the box and seal all seams.

In case of a return, the discount or gift card will be reduced or cancelled if the total value of the order falls under the minimum value of the campaign. Also, complimentary items have to be returned if the order or its total value no longer meet the promotion terms.

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.

Unfortunately, sometimes a human error can occur and the wrong product is sent. If we have sent you the wrong product, please contact customer service immediately. We will address the issue as soon as possible and you will receive a replacement product as quickly as possible.

Contact our Customer Service

We will make the refund within 14 days of receiving the returned product at our warehouse.

The price of returned products is always reimbursed according to the payment method used for the order. If the returned product has been used, damaged or is otherwise unsuitable for resale, Finnish Design Shop has the right to charge a fee for loss of value up to the full price of the product.

We make a refund decision after receiving the product. We do not accept returned products if:

• After receiving the product, we detect defects in it or its packaging.
• Animal fur, hair or stains on the returned product will automatically result in a decision not to accept the product return. 

If faults are detected in the condition of the product, our Customer service will contact you.

If you are returning a product that was ordered by invoice, please ensure that you make the payment by the due date as usual. Once we have received the return, we will issue a refund if the return can be accepted according to our terms. Any reminder fees will be the responsibility of the customer if the invoice has not been paid by the due date.