FAQ – Frequently asked questions

Product information

How do I choose my right size?

If you are unsure what size will fit you best, you can take advantage of the “What’s my size?” to get a recommendation on the right size for you.

You can find more detailed, product-specific measurements, in the “Additional Information” section of the product page. You can also use our general size guide.

Where can I find more specific Care Instructions for different products?

You can find a gathered guide on how to take care of your clothing on our Material and Product Care page. Here, you can find tips on how to care for different products and materials, such as, blazers, cashmere and coats.

Payments & Coupon codes

I have a gift card from your Helsinki Store. Can I use it online?

You can only use a gift card for an online purchase that is bought online in our webshop. Gift cards bought at the Helsinki Store can only be used at the Helsinki store.

How do I use a coupon code?

You can get a coupon code that entitles you to a discount by activating the coupon code on your shopping cart page at checkout. Enter the code in the Coupon code field and click the “use coupon code” button.

Please note that the use of a coupon code may be limited to certain products and for a limited time only. Also, the code cannot be used for previous purchases or combined with other discounts.

I used a one-time coupon code on an order that i returned. Can I use the same coupon code again?

You cannot reuse a one-time coupon code, regardless if you have returned the order you originally used the one-time discount code on.

Orders & Shipping

I am making a pre-order. Why can I not add several sizes or other products in the same shopping cart?

Pre-ordered products show the estimated date of availability and have an “pre-order” option instead of the “add to cart” option. Due to the nature of pre-ordered products, all pre-ordered products must be ordered separately.

Therefore, you cannot order two different sizes in the same order, or combine a pre-order product and an immediately available product in the same order.

Can I get a gift wrapping for my order?

Yes, you can get your order gift wrapped. Leave a message when placing your order and we will wrap your order.

Can I make changes to an order I just made?

If you have paid your order, the order is in Processing mode and we cannot make any changes to your order. If you wish to cancel your order, please contact our customer service at: customerservice@andiata.fi
or call: +358 (0)505535338 (mon-fri, 10 am – 2 pm)

I cannot pick up my order immediately. Can the delivery be postponed?

Upon request, we can delay normal priced items’ delivery with three working days. The delivery for sales items cannot be delayed.

What if I do not collect my package?

Not collecting the package is not enough for canceling your order. If the package is not picked up and the carrier returns it to our warehouse, we will charge a 10€ (100 SEK) return fee.

Do I need to pay for customs duty?

If you are making your purchase outside the EU, you will be responsible for any possible import charges, such as import duties, customs and taxes. When the user is outside the EU, VAT (24%) is automatically excluded from product prices, and VAT will not be charged for orders outside the EU.

Returns & Exchanges

I have received a defective product. What do I do?

If you have received a defective product, please contact our customer service either by

using the form on the Customer Service page,
e-mail: customerservice@andiata.fi
telephone: +358 (0)505535338 (Mon – Fri, 10 am – 2 pm)

Please tell us your order number, the product and how the product is defective. You can send an e-mail with an attachment of the defective product.

I have received a wrong product. What do I do?

We are sorry 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,
e-mail: customerservice@andiata.fi
telephone: +358 (0)505535338 (Mon – Fri, 10 am – 2 pm)

Can I change the size or product of my order?

Our online store does not have an exchange policy. To exchange an item bought at our online shop, please return the unwanted product and place a new order online. You can return your order within 14 days from the delivery date of your order.

Can I change sizes of my Click & Collect order at the Helsinki Store?

Unfortunately, you cannot exchange sizes directly at the Helsinki Store. You can return your original order at the Helsinki Store and make a new purchase at the Store. The refund of your original order will be processed when the order has been received at our warehouse.

I did not get a return slip or pre-paid return label in the package. What should I do?

You can ask for a new return slip or pre-paid return label from our customer service. 

Can I return a Posti or DHL shipment to the Helsinki store?

Posti or DHL shipments can only be returned through the same courier as it was received. You can only return Click & Collect orders to the Helsinki Store.

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 not find the information you were looking for? Just contact our Customer Service and we’ll assist you as soon as possible.

BY EMAIL
 
BY PHONE
+358 (0)505535338 (Mon–Fri, 10–14 Helsinki time)