Frequently asked questions
RETURNS
THIS IS HOW YOU RETURN
- Check that the products are unused, clean and tags are in place.
- Request a return by navigating to your orders under the Account section in our store and selecting the desired order. Once you have opened the order, click Request return and input the required information. This includes selecting the product you wish to return, and selecting a reason for the return.
- We kindly ask you to use the same shipping method for your return as was used for the original delivery.
This ensures that your return can be properly matched with the original shipment. You may choose an alternative return method if you prefer. However, please note that in this case you are fully responsible for all return-related costs, including any customs clearance and handling fees. Please also note that we are unable to track the return shipment on your behalf when using an alternative method.
Instructions by shipping courier:
- Click & Collect (Helsinki Store): Bring your webshop return to our Helsinki store free of charge
- Budbee: Create a return by using Budbee App or text message link. No labels needed
- Posti: Create the return using Posti online services, which you can find in OmaPosti app or at https://posti.fi/fi/henkiloille/paketit-ja-seuranta/palauta-paketti.
- Posti Parcel Baltics: Return via parcel lockers: Reserve a locker from the country website: my.smartpost.ee, my.smartpost.lv, my.smartpost.lt. A pick-up can also be ordered from the local customer service if a parcel has been originally delivered to home address. Posti Parcel Baltics Return label must be attached on top of the parcel.
- DHL: Use the DHL returns portal which can be found here.
Please remember to put the # symbol in front of the order number.
FAQ
WHAT IS YOUR RETURN POLICY?
You can return an item purchased from our online store within 14 days from the date you have received your order. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange.
The return conditions for online purchases:
- The product must be unused
- The product must be clean, tidy, and in resalable condition.
- Price tags are in place
- All accompanying printed materials and envelopes must also be returned.
Please check the items immediately after receiving them so that any returns can be handled smoothly.
Return Costs:
The cost of the return is determined by the selected shipping service as well as the size and weight of the parcel, and will be charged according to the actual costs. Please note that the return fee may vary between returns, depending on the factors outlined above.
Return fee by delivery method (Please note that for exceptionally large returns, the fee may be slightly higher):
Budbee Box FI: 5€
Budbee Box Sweden, Denmark, Belgium, Netherlands: 10€
Budbee Home FI: 10€
Budbee Home Sweden, Denmark, Belgium, Netherlands: 15€
Posti Perustoimitus: 5€
Posti Kotiinkuljetus: 10€
Posti Parcel Baltics: 10€
DHL FI: 10€
DHL EU: 15€
DHL Outside EU: 30€
A return shipping fee is charged for each returned parcel, meaning that the return fee applies even if you return only part of the items from your order.
If you need more information about the return fee, please contact customerservice@andiata.fi
We reserve the right to block future purchases for up to 12 months for customers whose return behavior is exceptionally frequent or raises suspicion of misuse. This applies especially to repeated, unusually large, or otherwise atypical returns compared to usual purchasing behavior.
CAN I RETURN SEVERAL ORDERS IN THE SAME RETURN PACKAGE?
Yes, you can. Returning all orders in the same package reduces transportation emissions.
Note, that Click & Collect orders should always be returned to the Helsinki Store.
CAN I EXCHANGE A PRODUCT?
To exchange an item bought at our online shop, please return the unwanted product and place a new order online.
FEE FOR UNCOLLECTED PACKAGES
The order can't be cancelled if it has been processed. The pick-up time of the package will be announced with the order. Not picking up the parcel is not enough for cancelling the order. You need to pick up the package and return it.
If the order is dispatched from our warehouse with incorrect information, The Customer is responsible for providing the correct details directly to the shipping carrier. Should the shipment be returned to our warehouse due to incorrect or incomplete contact or address details, we will charge a handling fee for the uncollected package and will not re-dispatch the order.
CLICK & COLLECT
- Please note that after 7 days, the package will be returned to the main storage, and we will reserve 30€ handling cost from your order.
FINLAND & OTHER EU-COUNTRIES
- For orders in EU, uncollected packages will be charged 30€.
OUTSIDE EU
- For orders outside EU, uncollected packages will be charged for customs & duties based on the order value and return cost.
HAVE RECEIVED A DEFECTIVE PRODUCT. WHAT DO I DO?
We truly apologize for the inconvenince! We’ll do our best to help with this issue.
The order must be inspected no later than 14 days after collection, and customer service must be contacted immediately if there are any deficiencies in the order, or if the product is incorrect or defective. Unfortunately, we will not accept any complaints submitted after this deadline.
What do I do: Contact our customer service by using the form on the Customer Service page or e-mail: customerservice@andiata.fi.. Please tell us your order number, the product and how the product is defective.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!
HAVE RECEIVED A WRONG PRODUCT. WHAT DO I DO?
The order must be inspected no later than 14 days after collection, and customer service must be contacted immediately if there are any deficiencies in the order, or if the product is incorrect or defective. Unfortunately, we will not accept any complaints submitted after this deadline.
We truly apologize for sending you a wrong product. Please contact our customer service and we will help you get the right product for you. You can contact us by using the form on the Customer Service page or e-mail: customerservice@andiata.fi.
WHEN WILL I GET A REFUND?
Please track the return shipment using the tracking link provided. If the parcel appears to have been returned, kindly allow approximately one week after the package has been delivered to us for the refund to be processed. You will be notified once the refund has been completed on our end.
Depending on your shipping method, it may take 3-10 days for your return to arrive at our warehouse. If the tracking information does not show that the parcel has been returned, please contact the shipping carrier for further assistance.
Returns via Helsinki store: The store will receive the return and forward it to our online store for processing. The transfer from the store to the online store warehouse typically takes 1–5 business days. Returns are processed within approximately one week from the date the return has been received by the online store.
Please note that during sale periods and shortly thereafter, return deliveries may experience minor delays. If a parcel appears to be lost, we will contact the shipping carrier and initiate an investigation.
Please note that after we have processed the refund, it may take 2-14 working days for the refund to appear in your bank statement. This is dependent on the payment method you have used, and is out of our control. If you have chosen to pay with credit card, your refund will be credited to the same card used when the order was placed.
