FAQ - requently asked questions
FAQ - FREQUENTLY ASKED QUESTIONS
1. Do you ship to my country or outside of Europe?
Yes, we do. While at the checkout as you add your information, you can choose your country and choose from available shipping options. If your country isn't an option or can not be chosen, please contact us and we will help you.
2. Where Is Ihanaiset webshop/ office Located?
Ihanaiset's web shop/office is located in Ulvila, Finland
3. How much does the shipping cost?
Finland area 3,90-5,90€
Europe area 9,90€
Outside of Europe 29,90€
4. How do you handle prices, taxes and deliveries to countries outside of EU?
When you buy from out side of EU, you can buy tax free. In Finland VAT is 24%. The price will change at the shopping basket, when you choose your country. Please note that you may have to pay local VAT and customs duties for the products when you pick up the package from the local post office.
5. What are your payment options?
We accept the most of credit cards as Visa Electron, Visa and MasterCard. You can pay also by bank transfer or use a Walley invoicing. When paying abroad we use Paytrail's secure payment service. We do not store any of your payment details.
6. I would like to return my order, what should I do?
We understand and accept your return for 14 days and you will have your money back. If the order is returned to us from outside of Finland you have to pay only the shipping costs.
7. It’s been a while and my order hasn’t arrived yet.
Please keep in mind the estimated delivery times: Within Europe 3-7 days, outside of Europe 5-14 days. If you've received a tracking code, we advice you to check the packages location before contacting us, as in some rare occasions the package has been delivered to a local post office, but a notification hasn't been sent.
In the rare occasion that the package has been stuck on the same location for a while or hasn’t shipped, please contact us, and we will contact the postal services. We will do our very best to find your package and get it shipped to you as soon as possible.
8. My order arrived, but a product has been damaged.
We are very sorry to hear the item you ordered did not arrive in a good condition. On rare occasions the package might get damaged during delivery. We take good care in packing the products, especially when the travel distance is long, but this is not always enough. Please contact us via email, and we will find a way to make this up to you.
9. Do you offer tracking?
Yes, we have tracking for all packages. Also all orders outside of EU always include insurance. As for smaller orders, we send them straight to your mail box as letters, and unfortunately can not offer tracking for this shipping method.
10. Are all of your products official licensed products?
Yes. We take great pride in offering only officially licensed quality products for our customers. These products include characters and brands like Moomin, Marimekko, Gorjuss, etc.
11. The discount code is not working?
The discount code is entered in the ''Discount Code'' field in the shopping cart. You access the shopping cart by clicking ''order products''. Once you have entered the discount code, remember to press ''save''. Please note that you can only use one discount code per order.
If you have any other questions or you like give us a feedback, please do not hesitate to contact us.
By phone: +358 10 5835570 (Monday to Friday, 10:00am - 14:00pm) At the moment we serve only in Finnish so if you like to send message in English, please use our email address.
By email: info(@)ihanaiset.com