Terms of delivery
ORDERING AND DELIVERY
Free delivery in mainland Finland to Matkahuolto pick-up points and parcel machines for orders over €150!
Free delivery in the EU for orders over €250!
Minimum order €15.
Orders are processed on weekdays in the order they are received. Matkahuolto picks up packages from us daily, so it's the fastest way to get your order in Finland. Please note that there can sometimes be congestion in orders and your order may not be processed immediately upon its arrival to us.
Products delivered from the warehouse usually leave us within 1-3 business days.
In mainland Finland, both Matkahuolto and Posti deliver orders. You can choose a Matkahuolto/Posti pick-up point or Matkahuolto/Posti parcel machine.
Abroad we use Posti.
If you notice upon picking up the package that your order has been damaged, do not accept the order. Ask the clerk to mark on the package that it has been damaged in delivery and ask them to return the package.
SHIPPING FEES Finland, EU (and Japan coming soon!)
Shipping costs are determined by the chosen delivery method and any additional services. You will see the shipping costs at the online store checkout before the final approval of the order.
Shipping fees in mainland Finland:
MATKAHUOLTO (fastest way to get a package, pick up from us daily)
Matkahuolto pick up parcel €7.90.
Delivered to your chosen pick-up point or machine. Matkahuolto delivery time 1-3 working days.
Matkahuolto home delivery €13.90.
Delivered home at an agreed time. Matkahuolto delivery time 1-3 working days.
POSTI
Postal pick up parcel €8.90.
Delivered to your chosen pick-up point or machine. Posti delivery time 1-2 business days.
Posti Home home delivery €15.90.
Delivered home at an agreed time. Posti delivery time 1-2 business days.
OTHER DELIVERY METHODS
Pick-up €0 from the store in Imatra is free. You will receive a notification when your order is ready for pick-up. The order must be picked up within two weeks of ordering.
Additional order €0 is combined with an open order. If you just ordered and want something more, the additional order will not cost you.
Exchange €0 If you ordered the wrong size clothing, you can order the right size without costs.
Shipping fees abroad:
Delivery abroad is done through Posti. Delivery time 3-8 days.
Posti delivery to EU countries (except Hungary) €14.90.
Posti delivery to Japan €29.90 (In addition, the customer is responsible for any customs duties).
If the customer has put the delivery address/phone number/email wrong at the time of ordering and the order is returned to us, we will charge the postage costs for resending.
When ordering through both Matkahuolto and Posti, a “Handle with care” shipment fee of €3.90 is added to the shipping fee for fragile products, such as dishes.
RETURN AND EXCHANGE
If you wish, you can cancel the purchase and return the product. As a consumer, you have the right according to Finnish consumer protection law to cancel the order by notifying us within 14 days of receiving the product. The notification can be made to the email address verkko@virq.fi. In the notification, it is enough to tell us what you want to return, so we know to expect the shipment. You can find the return instructions below.
The refund will be made using the payment method used at the time of purchase.
You can also return the product by bringing it to our Imatra store. This is free of charge. However, please note that even for products returned to the store, the refund will be made using the payment method used at the time of purchase (not in cash from the store).
Please include the shipping list that came with the shipment in the return package and fill out the return form on the other side of it, so we can serve you better in the future. Thank you!
FINNISH RETURNS:
In the event of an exchange, you can use Matkahuolto or Posti's customer return number free of charge. If the order is cancelled, the customer pays for the delivery costs incurred by the return. Matkahuolto and Posti's customer return numbers only apply to exchanges and returns made in mainland Finland.
If the order is cancelled, the delivery fee (Matkahuolto €7.90 and Posti €8.90) will be deducted from the product refund.
When in Finland, always exchange and return products using the customer return number!
Customer return numbers:
Matkahuolto: 9546929
Posti: 614047
Exchange = you want to exchange for another size
Cancellation and return = you no longer want the product and cancel the purchase
Exchange for another size (free redelivery in mainland Finland):
If you want to exchange clothes or shoes for a different size, the only way is to return the original product and order a new one. So if you want another size of the product, return your original purchase and order a new one in the size you want. We will refund the price of the original product to you when it has arrived back to us in saleable condition. In the event of an exchange, you can use the customer return numbers free of charge, and the delivery of the exchange product will not cost you when you choose "Exchange (to another size)" as the delivery method in the shopping cart.
If there was a discount in your original order and you want to keep it, please contact us by email or phone.
FOREIGN RETURNS:
With the shipment, you have received a return address card, please use it. The customer pays for the costs incurred from the return/exchange (EU €14.90, Japan €29.90). If you want to exchange the product for a different size, you need to place a new order.
We are happy to help you find the right product already at the ordering stage, so please contact us before ordering if you are unsure about the size of the product or have other concerns!
Offers and freebies upon return
If you bought several products as a package deal, e.g. buy a dress and get the second one at half price, and you decide to return one of the dresses, you lose the benefit of the discount and pay the full price for the dress you keep.
If your order includes freebies and you return the products, the freebies should also be returned, as the sale was cancelled. Of course, you can choose to purchase them if you wish! 🙂 If the freebies are not returned with the products, their price will be deducted from the original order amount.
If you wish to return only the freebie you received/selected, you can do so at your own expense. Freebies cannot be exchanged for another size or product.
Brochures, thank you letters, fabric samples, etc. do not need to be returned, of course!
Did you pay for your order entirely or partially with a gift card?
If you return the entire order and paid for it entirely with a gift card, the balance will be returned to the gift card, excluding any possible return costs.
If you return the entire order and paid part of it with a gift card and part with another payment method, the original balance will be returned to the gift card and the part paid with another payment method will be returned to you, excluding any possible return costs.
If you return part of the goods and paid for it entirely with a gift card, the amount of the return will be credited to the gift card balance, excluding any possible return costs.
If you return part of the goods and paid part of it with a gift card and part with another payment method, the part paid with another payment method will be returned to you first, excluding any possible return costs, and the remaining amount will be credited to the gift card balance.
The right of return applies only to saleable products
Saleable products are in their original condition, unused, clean, and with product tags attached. The products must be neatly folded and carefully packed for return. If the returned product has been used, the company has the right to charge for depreciation, i.e., up to the full price of the product including return costs. The product should be tried on scent-free. A strong smell of perfumes, sweat, or cigarette smoke on the product can lead to the rejection of the return. A washed product is considered used and thus unsaleable. Shoes can be tested only indoors during fitting. Fabrics cut to length, products worn against the hair, or hygiene products can only be returned if the product is defective.
We do not refund money for unsaleable products. We can send the product back against delivery charges.
In case of cancellation of the sale, the product must be returned to our return address without delay, no later than 14 days after the cancellation notice. The returner must be able to prove, for example with a return receipt, that the goods have been returned within the deadline.
DEFECTIVE OR WRONG PRODUCT
If you find the product defective or you have received the wrong product, please contact us immediately. In case of an error, we will refund the price of your purchase and the return of the wrong product is free of charge. We do not exchange or replace products that have already been modified or washed by the customer.
If your order is damaged during transport, please contact us and we will report to the transport company. Make the report without delay, but within 14 days.
UNCLAIMED PACKAGE
An unclaimed package is not the same as canceling or returning an order.
For a package that is returned to us unclaimed without a completed return form, we will charge both the shipping and return costs (i.e., in practice, double the shipping costs). This will be deducted from the refundable amount.
If you have chosen Pickup from the store as the delivery method, we will keep your order with us for a maximum of 2 weeks from the order. For a package that is not picked up from us within the deadline, we will charge a handling fee of 7.50 euros. This will be deducted from the refundable amount.
PRIVACY
Your personal information will not be disclosed to third parties. Customer information is collected to ensure an efficient shipping process. The customer can also provide their information to the loyalty customer register, which enables the receipt of loyalty customer discounts. The phone number is needed so that the supplier can send the package tracking numbers by phone.
CUSTOMER SERVICE CONTACT INFORMATION
verkko@virq.fi
tel. +358 50 381 0494, weekdays 11-16
Our return address:
Virkkukoukkunen Oy
Koskenparras 4
55100 Imatra
Finland
Also, see the terms of order and payment methods.