Terms of delivery
ORDERING AND DELIVERY
Free shipping: - Mainland Finland: Orders over 150€
- EU: Orders over 250€
- Minimum order: 15€
Delivery times:
- Processing: 1-3 business days
- Delivery in Finland: 1-2 business days
- EU: 3-8 business days
- Japan: 6-9 business days
Free shipping in mainland Finland to Matkahuolto pickup points and parcel machines on orders over 150€! (Gift cards do not count towards free shipping threshold)
Free shipping in EU on orders over 250€! (Gift cards do not count towards free shipping threshold)
Minimum order 15 euros.
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 mainly Postnord and UPS.
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
Shipping costs in mainland Finland: - Matkahuolto pickup point: 8.90€
- Matkahuolto home delivery: 13.90€
- Posti pickup point: 9.90€
- Posti home delivery: 15.90€
- Pickup from Imatra: 0€
International:
- EU: 14.90€
- Japan: 29.90€ (+ possible customs duties)
Note: For fragile products +3.90€ careful handling
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 €8.90.
Delivered to your chosen pick-up point or machine. Matkahuolto delivery time 1-2 working days.
Matkahuolto home delivery €13.90.
The package will be delivered to your door at the agreed time. You will receive a notification of the incoming package by text message or email to arrange the delivery time.
POSTI
Postal pick up parcel €9.90.
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:
Postnord delivery to EU countries (except Hungary) €14.90. Delivery time 2-6 business days.
UPS delivery to Japan €29.90 (In addition, the customer is responsible for any customs duties). Delivery time 6-9 business days.
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
Return rights:
- 14 days from receiving the product
- Products must be in saleable condition (unused, tags attached)
- Notification: verkko@virq.fi
Return costs:
- Exchange to different size: Free in Finland
- Exchange of discounted/campaign/discount code products: 6€
- Order cancellation: Customer pays (7.90-8.90€)
- International: 14.90€ (EU), 29.90€ (Japan)
Finland return codes:
- Matkahuolto: 9546929
- Posti: 614047
Return address:
Virkkukoukkunen Oy
Koskenparras 4
55100 Imatra
You can cancel your purchase and return the product or exchange it for another if you wish. As a consumer, you have the right under Finnish consumer protection law to cancel your order by notifying us within 14 days of receiving the product. The notification can be made to verkko@virq.fi. In the notification, it's sufficient to state what you want to return, and we'll know to expect the shipment. Instructions for returns can be found below.
Money is refunded using the payment method used for the purchase, generally within 14 days of us receiving the return. High volume may affect return processing time.
You can also return the product by bringing it to our Imatra store. This is free of charge. Please note, however, that refunds for products returned to the store are also processed using the payment method used for the purchase (not in cash from the store).
Include the shipping list that came with your shipment in the return package and fill out the return form on the back, so we can serve you better in the future. Thank you!
FINLAND RETURNS:
We offer one free exchange in Finland for regular-priced products. You can use Matkahuolto or Posti customer return codes free of charge.
For exchanges of discounted, campaign-priced, and discount code ordered products, we charge exchange fees of 6€/time. We will send you a payment link for this.
When canceling an order, the customer pays the return shipping costs themselves. Matkahuolto and Posti customer return codes apply only to exchanges and returns made in mainland Finland.
When canceling an order, the delivery cost (8.90€) is deducted from the product refund.
Two exchange methods:
Method 1: Order a new product immediately (recommended)
1. Order your desired exchange product normally from the webstore
2. Return the original product
3. We'll refund the original product price when it arrives to us
4. Advantage: You get the new product quickly, and it won't run out of stock
Method 2: We reserve the exchange product for you
1. Contact us (verkko@virq.fi or 050 381 0494)
2. Tell us what you want to exchange and for what
3. We reserve the exchange product for you
4. Return the original product
5. We send the exchange product when the return arrives to us
6. Price difference: If the exchange product costs more, we send a payment link. If less, we refund the difference.
Note: You can exchange a product for a different size or completely different product.
In exchange situations, you can use customer return codes free of charge, and delivery of the exchange product is free when you select "Exchange" as the delivery method in the shopping cart.
If your original order had a discount and you want to keep it, please contact us by email or phone.
INTERNATIONAL RETURNS:
With your shipment, you have received an address card for returns, please use it. The customer pays for return/exchange costs (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're happy to help you find the right product already at the ordering stage, so please contact us before ordering if you're unsure about the product size or anything else!
Offers and free gifts when returning
If you bought several products as a package deal, e.g., buy a dress and get another at half price, and decide to return one of the dresses, you lose the discount benefit and pay full price for the dress you keep.
If your order includes free gifts and you return the products, those free gifts must also be returned because the purchase is cancelled. Or of course you can keep them if you want to pay for them! 🙂 If free gifts are not returned with the products, their price will be deducted from the original order amount.
If you want to return only the free gift you received/chose, you can do so at your own expense. Free gifts cannot be exchanged for a different size or product.
Brochures, thank you notes, fabric samples, etc. naturally don't need to be returned!
Did you pay for your order completely or partially with a gift card?
If you return the entire order and paid for it completely with a gift card, the balance will be returned to the gift card minus any possible return costs.
If you return the entire order and paid partially with a gift card and partially with another payment method, the original balance will be returned to the gift card and the portion paid with the other payment method will be refunded to you minus any possible return costs.
If you return some of the items and paid for them completely with a gift card, the gift card balance will be credited for the return amount minus any possible return costs.
If you return some of the items and paid partially with a gift card and partially with another payment method, the portion paid with the other payment method will be refunded to you first minus any possible return costs, and the remaining portion will be credited to the gift card balance.
The right of return applies only to products in saleable condition
Products in saleable condition are in original condition, unused and clean, and must have any product tags attached. Products must be neatly folded and carefully packed for return shipping.
If a returned product has been used, the company has the right to charge a reduction in value, up to the full price of the product including return costs. The product should be tried on without fragrances. A strong scent of perfumes, sweat, or cigarettes on the product may result in rejection of the return. A washed product is considered used and therefore unsaleable. Footwear may only be tested during fitting indoors. Custom-cut fabrics, products worn against hair, or hygiene products have return rights only if the product is defective.
For hygiene reasons, socks cannot be returned after opening the package and trying them on.
We do not refund money for unsaleable products. We can return the product back at shipping cost.
When canceling a purchase, the product must be returned to our return address without delay, at the latest within 14 days of making the cancellation notification. The returner must be able to demonstrate, if necessary with a return receipt for example, that the goods were returned within the deadline.
In Finland, use customer return codes both when canceling a purchase and in exchange situations.
Customer return codes (Used in Finland):
Matkahuolto: 9546929
Posti: 614047
Through Matkahuolto and Posti you can always return regardless of the original delivery method. Write the customer return code on the package, the text "CUSTOMER RETURN" and our address, and take the package to a Matkahuolto/Posti service point (i.e., where there are people working).
If you don't need a receipt for the return and the return shipment is smaller than the maximum letter size (3 x 25 x 35.3 cm, 2 kg), you can drop the shipment in a mailbox using Posti's customer return code. Write Virkkukoukkunen's customer return code (614047), return address and text "CUSTOMER RETURN" on the shipment.
Our address:
Virkkukoukkunen Oy
Koskenparras 4
55100 Imatra
phone number +358 50 381 0494
email address verkko@virq.fi
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. Always carefully review the product information, as the features specified in the product description are not grounds for complaint.
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 6 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, tue-fri 11-16
Our return address:
Virkkukoukkunen Oy
Koskenparras 4
55100 Imatra
Finland
Also, see the terms of order and payment methods.