Delivery & Returns
EXCHANGES AND RETURNS
We hope you are pleased with the product you ordered, and that it will bring you happiness for a long time. If you, however, wish to return the product, you can do so within 14 days of receiving it. This applies to all products ordered from our webshop, excluding personalised products and cosmetics.
Please be careful when handling and trying on the product. All items must be returned in a fully resalable condition, which means being clean, unwashed and unused with swing tags attached and, if possible, in the original packaging. We reserve the right to refuse a refund or exchange on items deemed not to be resalable. Returned products are checked before refunding.
If you received a damaged or defective product, or, the item that you received was not what you ordered, please contact us within seven (7) days from delivery via email info(at)metsaskogen.fi or by phone +358 50 361 9860. Do not open any packaging that has been opened or damaged, but make a claim to the courier company immediately.
Returning a product
If you wish to return a product, please contact firstname.lastname@example.org.
Returns are free for orders within Finland. If you wish to return from outside Finland, please contact us at email@example.com. Our customers’ satisfaction is important to us. We ask you to only make thoughtful purchases to minimise the environmental effect caused by shipping products back and forth.
We will refund the returned products as soon as possible, within 1-5 weekdays from receiving and handling the return. The refund will be made according to your payment method. If you return a product purchased with a gift card, the refund will be returned to the gift card, and you can use it at your next order. If you return a product that has been bought with a code, the code will not be reactivated.
If you received gift items along with your order, they need to be returned along with the product.
Methods of return
At Metsä/Skogen flagship store, Mannerheimintie 2, Helsinki. We are open Mon-Fri 11–19 and Sat 11–18. Please check our website for any changes in the opening times.
At a postal office (Finland). Take the package to the counter and keep the receipt until you get a confirmation that the package has arrived and has been handled by us.
At a Smartpost. Take the package to a Smartpost kiosk and follow instructions. Please use the same code you used to claim the package.
Be sure to obtain a proof of postage or receipt when returning items. We cannot be held responsible for items that fail to reach us. If a returned product disappears, and the sender doesn’t have a receipt, the sender is responsible for the shipment. The receipt is proof that you have handed the package to a courier.
If you wish to receive a new product as a replacement for the product you receive (different size etc), please return the product as usual. Place a new order at our webshop. The returned product needs to be unused and resalable and, if possible, in the original packaging. We will refund your return as soon as it has been handled. The new order is paid normally at webshop order.