Customer Service
Tel. +358 20 743 2530
Mon–Fri 9:00–16:30 (GMT+3)
[email protected]

FAQ

Do you ship to my country?

We ship worldwide to over 180 countries. You can select your shipping destination at the top left corner of our website.

How can I return or exchange a product?

Finnish Design Shop customers have a right to return or exchange a product within 14 days of delivery. This returns policy does not extend to products, which are produced or altered according to the customer’s wishes. The customer has a right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying Finnish Design Shop within 14 days of delivery,
2. The item has not been used,
3. The item is in the condition you received it in and all the parts of the product are included in the package,
4. The item has been repackaged into its original package or an equivalent.

The item must be returned immediately after cancellation.

If you return or exchange an item, you are responsible for the risk of damage.

A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged during the first shipping.

What payment methods does Finnish Design Shop accept?

We accept American Express, Bancontact / Mister Cash, Diners Club, Discover, JCB, Maestro, MasterCard (Eurocard), UnionPay, Visa and PayPal. You can also pay by direct bank transfer (only for EU customers).

What are my delivery options and how much do they cost?

We offer the following shipping methods:

• DHL Global Mail, starting from 7,90 €

Your order will be shipped to the delivery address or local post office via DHL Global Mail.

Europe: please allow 2-7 business days for your order to arrive.
North America: please allow 3-6 business days for your order to arrive.
Rest of the world: please allow 3-8 business days for your order to arrive.

You can track your order within 24-48 hours after your order has been processed at the local DHL facility. Please note that DHL Global Mail is available for small parcels only. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically.

• UPS Standard (Europe), 14,90 €

Your order will be shipped to the delivery address via UPS Standard. Please allow 2-7 business days for your order to arrive. The delivery time depends on the shipping destination and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours. 

• UPS Expedited (for international orders)

Your order will be shipped to the delivery address via UPS Expedited. Please allow 1-2 weeks for your order to arrive. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically. The delivery time depends on the shipping destination and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours. 

• UPS Express Saver

UPS Express Saver is the fastest shipping option available. Please allow 1-2 business days for your order to arrive. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically. You will see the estimated delivery date at checkout. Deliveries are made between Monday to Friday during regular business hours. Please note that UPS Express Saver is not available for all orders.

• Delivery to a pickup location

Your order will be shipped to a pickup location of your choice via UPS Standard or faster UPS Express Saver. At checkout, select the shipping method and then a suitable pickup point from a list of five of the closest locations, based on the provided shipping address. You will receive an email notification from UPS once your order is available for pickup. Please note that delivery to a pickup location is not available for all orders. UPS has pickup locations currently in the following countries: Belgium, Canada, Denmark, Finland, France, Germany, Italy, Luxemburg, Netherlands, Norway, Poland, Spain, Sweden, United Kingdom and USA. Orders with a weight of over 20 kg or a length of over 80 cm cannot be delivered to a pickup point.

• DSV Freight

All bulky and oversized items - such as sofas, lounge chairs, dining tables etc. - will be shipped with the DSV Freight service.

Europe: please allow 2-9 business days for your order to arrive. We offer free standard shipping for all orders over 150 €.
Rest of the world: The shipping cost and estimated delivery date will be stated in the quote provided by our customer service.

How soon can I get my order?

All the items that are in stock will be shipped next business day. You can calculate the estimated arrival date here.

Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown on your webshop?

• European Union (EU) Countries
All the prices displayed on our online shop include VAT. There will be no duties or customs to be paid by you. Only the delivery cost is added to your order. Unlike many other web shops, we pay the local VAT for these orders. This is because we want to offer as easy shopping experience as possible for all our customers.

• International Orders
All non-EU (European Union) countries are shipped to on a DDU (Delivered Duty Unpaid) 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).

Is my package insured? What if an item is damaged when I receive it?

All delivered items are insured. If you find the package damaged before opening, notify the delivery company immediately upon delivery. If you have opened the package before finding the item damaged, notify Finnish Design Shop Customer Service immediately. When you are returning items, you will be responsible for the risk of damages.

Can I track my order?

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.

Is the information I give you secure? Is your web site secure?

All customer information records will be secured both within the Internet as well as outside it. All confidential information will be encrypted so that no third party will be able to access them. We utilize the highest SSL encryption which is the industry standard for Internet encryption, used by banks to secure online transactions.

Finnish Design Shop does not access or store any payment data, such as credit card numbers, bank account details etc. The transactions are processed confidentially by Adyen, which is one of world’s leading e-commerce payment providers. The payment card details are transferred to Adyen over an encrypted SSL connection secured by Symantec 1024-bit SSL encryption.

The supplied order related information will only be accessed by designated Finnish Design Shop employees processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.

If you prefer not to order online, you can place your order by phone. Please call our customer service, tel. +358 20 743 2530 (Mon–Fri 9:00–16:30 GMT+3).

What if I’m not home when the package arrives?

A notice of missed delivery will be left and you are asked to contact the carrier to reschedule the delivery.

What are Cookies and how do I enable them?

Like many other websites, also Finnish Design Shop uses cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable website to remember your browser and its settings when you return to the website and hence enables us to provide you with better personalized service.

Cookies do not retrieve any other information from your computer, pass on viruses or capture your e-mail address.

To use our website efficiently, you have to accept cookies. Normally browsers are set to accept cookies. If your browser doesn’t accept cookies you can easily change the settings in your browser’s preferences.

I have a registered company in EU country with a valid VAT number. How can I get VAT deducted from my order?

When a business from another European Union member state makes a purchase at Finnish Design Shop, 0% VAT is applicable due to intra-Community supply of goods. This requires the business to have a registered VAT number, which will be verified prior to accepting the order. For qualifying business customers, VAT will be deducted at checkout and the order will be stated as intra-Community supply of goods in the invoice. If you have any questions, please contact our customer service.