RETURNS
THIS IS HOW YOU RETURN
1. Please carefully review our return conditions before submitting your return:
Products purchased from our online store have a 14-day return policy from the date you receive your order. The 14-day return period is intended for inspecting and trying on the product. If the product is unsuitable, you are not satisfied with it, or you have received the wrong or a defective product, you must submit a return request and return the product before the return period expires. Products must be unused, in resalable condition, and have all original price tags attached. Items must not show any signs of wear, damage, or soiling from trying them on. The right to return does not apply to customized or altered products.
2. Request a return:
Submit a return request by logging in to your customer account using the email address you used to place your original order. Click “Request return” and follow the instructions to provide the required information. Please make sure to submit your request before the return period expires.
3. Return the item:
Once your return request has been submitted, please return the item using the same shipping method as for the original delivery. By using the same shipping carrier, you help us match your return to the original shipment. 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 text message link or Budbee App. No labels needed. Budbee Box: Select a parcel locker and follow the instructions provided. You will receive a PIN code to open the locker. Home pickup: Select a suitable pickup time and specify whether you will hand the parcel directly to the courier or leave it outside your door.
- Posti: Create a return code using Posti online services, which you can find in OmaPosti app or at https://www.posti.fi/palvelutverkossa/lahettaminen/uusi/palautukset?lang=fi. No labels needed.
- 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. Enter the required details and either drop off your parcel at a service point or book a home pickup. Please note that home pickup is not available in all areas.
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. The return needs to be delivered directly to the online store, Andiata Oy Kuortaneenkatu 5, 00520 Helsinki. We do not collect shipments delivered to pickup points.
If you encounter any issues while creating your return, please contact our customer service (customerservice@andiata.fi). Once you have contacted us regarding your return, you may wait for further instructions at your convenience – this will not affect your return rights or return period. Please note that any issues concerning the return must be reported to our customer service within the return period. A notification made after the return period has expired does not entitle you to an extension of the return period.
FAQ
WHAT IS YOUR RETURN POLICY?
Products purchased from our online store have a 14-day return policy from the date you receive your order. The 14-day return period is intended for inspecting and trying on the product. You must submit a return request and return the product before the return period expires. The return period begins from the time the order is collected, and it is sufficient that the return has been registered and handed over for shipment within 14 days of receiving the order – the return parcel does not need to arrive at our warehouse within this time frame.
Products must be unused, in resalable condition, and have all original price tags attached. Items must not show any signs of wear, damage, or soiling from trying them on. The right to return does not apply to customized or altered products.
Return fee by delivery region:
Europe: €10
Outside Europe: €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. Please note that for exceptionally large returns, the fee may be slightly higher.
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.
Fee for uncollected orders:
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. 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: After 7 days, the package will be returned to the main storage, and we will reserve 30€ return fee 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.
I'M HAVING TROUBLE RETURNING MY ORDER. WHAT DO I DO?
If you encounter any issues while creating your return, please contact our customer service (customerservice@andiata.fi).
Once you have contacted us regarding your return, you may wait for further instructions at your convenience – this will not affect your return rights or return period.
Please note that any issues concerning the return must be reported to our customer service within the return period. A notification made after the return period has expired does not entitle you to an extension of the return period.
HAVE RECEIVED A DEFECTIVE PRODUCT. WHAT DO I DO?
We truly apologize for the inconvenince!
What do I do: Contact our customer service by email customerservice@andiata.fi.
Please note the following before submitting a complaint: The return period is intended to give you an opportunity to inspect and try on the product. If you notice any defect or other issue with the product, please contact us as soon as possible after discovering it. If a defect or other issue is reported only after the return period has expired, and the issue was already apparent or could reasonably have been identified when the product was received or tried on, this may be taken into account when assessing the matter. All complaints are assessed on a case-by-case basis.
To submit a complaint, please provide the following information:
- Order number
- Product subject to the complaint
- Description of the defect
If the product was purchased from one of our stores or from an authorised retailer, please contact the store or retailer directly in the first instance.
HAVE RECEIVED A WRONG PRODUCT. WHAT DO I DO?
We truly apologize for the inconvenince!
What do I do:
Place a new order for the correct item right away and return the incorrect item by selecting “wrong item” as the reason for the return. We will make sure you will not incur any additional costs for the exchange, so please contact us once you have placed the new order. We will then arrange the necessary refunds for the shipping costs and waive the return fee.
The order must be inspected no later than 14 days after collection. Unfortunately, we will not accept any complaints submitted after this deadline.
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.
The right to exchange does not apply to customized or altered products. We recommend checking and trying on all items upon receipt before making any alterations, such as hemming or other tailoring adjustments.
CAN I RETURN SEVERAL ORDERS IN THE SAME RETURN PACKAGE?
Yes, you can. Returning all orders in the same package reduces transportation emissions.
Please include either the original packing slip or another note showing your order number(s) in the return parcel. This allows us to match your return to the correct order and process it efficiently.
Note, that Click & Collect orders should always be returned to the Helsinki Store.
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.
Please note that after we have processed the refund, it may take 2-40 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. Please note that the refund may not appear under the name "Andiata" on your bank or card statement. Instead, the name of our payment service provider may be displayed as the sender of the refund.
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 our customer service, or the shipping carrier directly, 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.
