Frequently asked questions
RETURNS
RETURNS & REFUNDS
The return conditions for online purchases are, that the product must be unused and the price tags are in place.
You also need to register your return by using the request return -feature, which can be found on your account page.
All accompanying printed materials and envelopes must also be returned.
Depending on your shipping method, it may take 3–10 days for your return to arrive at our warehouse and refunds will be processed within a week after your items have been received. Please note: it may take 2–14 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.
THIS IS HOW YOU RETURN
- Check that the products are unused, clean and tags are in place.
- Request a return. You can request a return by navigating to your orders under the Account section in our store and selecting the desired order. Once you have opened the order, click Request return and input the required information. This includes selecting the product you wish to return, and selecting a reason for the return.
- Instructions by shipping courier (Please note that you will be charged a return fee based on the shipping country)
- Click & Collect (Helsinki Store): Bring your webshop return to our Helsinki store free of charge
- Budbee: Create a return by using Budbee App or text message link. No labels needed
- Posti: Create the return using Posti online services, which you can find in OmaPosti app or at https://posti.fi/fi/henkiloille/paketit-ja-seuranta/palauta-paketti.
- 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
READ MORE: andiata.com/pages/shipping-returns
Please note, that when returning from a non-EU country, Andiata will not reimburse any possible taxes, import customs or fees paid to DHL. To claim a refund on customs duties for goods that you have returned you’ll need to fill out different customs forms based on the courier that delivered your items.
FAQ
WHAT IS YOUR RETURN POLICY?
You can return an item within 14 days from the date you have received your order. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. However, we DO NOT offer refunds at our physical store in Helsinki or Paris. Product exchanges and store credit is possible within 14 days in physical stores.
Check the items immediately after receiving them so that any returns can be handled smoothly if you are not completely satisfied.
For online returns, please note that the following refund and handling costs will be deducted from your refund.
- 10€ in Finland
- 15€ for the rest of the EU
- 20€ Europe, that is not part of EU
- 40€ for Rest of the World outside Europe
PLEASE NOTE, that you cannot cancel the order if it has been processed. The pick-up time of the package will be announced with the order. NOT COLLECTING THE PACKAGE IS NOT ENOUGH FOR CANCELING. You need to pick up the package and return it.
- For orders in EU, uncollected packages will be charged 30€.
- For orders outside EU, uncollected packages will be charged for customs & duties based on the order value + original shipping and return cost.
The return conditions for online purchases are, that the product must be unused and the price tags are in place. You also need to fill in the return form which products you are returning, Quantity and Reason Code. All accompanying printed materials and envelopes must also be returned. If the form is not filled, we do not accept the return. One return shipment can contain multiple items or orders.
YOU MUST RETURN THE ITEM USING THE SAME CARRIER THAT DELIVERED YOUR ORDER. IF YOU USE A DIFFERENT METHOD, YOU WILL BE RESPONSIBLE FOR THE RETURN SHIPPING COSTS. PLEASE FOLLOW THE RETURN INSTRUCTIONS CAREFULLY.
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.
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 I EXCHANGE A PRODUCT?
To exchange an item bought at our online shop, please return the unwanted product and place a new order online. If you cannot find the size or product you are looking for, you can contact our customer service.
Direct product exchanges in-store are not possible due to legislative restrictions. You first have to return the order, and if you want to buy a new product from the store, you are required to pay it by cash or card.
FEE FOR UNCOLLECTED PACKAGES
PLEASE NOTE, that you cannot cancel the order if it has been processed. The pick-up time of the package will be announced with the order. NOT COLLECTING THE PACKAGE IS NOT ENOUGH FOR CANCELING. You need to pick up the package and return it.
If the order is dispatched from our warehouse with incorrect information, you are 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
- Please note that after 7 days, the package will be returned to the main storage, and we will reserve 30€ handling cost 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 50€.
HAVE RECEIVED A DEFECTIVE PRODUCT. WHAT DO I DO?
We truly apologize for the inconvenince! We’ll do our best to help with this issue.
The order must be inspected no later than 14 days after collection, and customer service must be contacted immediately if there are any deficiencies in the order, or if the product is incorrect or defective. Unfortunately, we will not accept any complaints submitted after this deadline.
If you have received a defective product, Please contact our customer service by USING the form on the Customer Service page or email customerservice@andiata.fi.
Please tell us your order number, the product and how the product is defective. You can send an e-mail with an image of the defective product.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!
HAVE RECEIVED A WRONG PRODUCT. WHAT DO I DO?
The order must be inspected no later than 14 days after collection, and customer service must be contacted immediately if there are any deficiencies in the order, or if the product is incorrect or defective. Unfortunately, we will not accept any complaints submitted after this deadline.
We truly apologize 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 or e-mail: customerservice@andiata.fi.
WHEN WILL I GET A REFUND?
Depending on your shipping method, it may take 3-10 days for your return to arrive at our warehouse and refunds will be processed within a week after your items have been received at our warehouse.
Please note: it may take 2-14 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. If you have chosen to pay with credit card, your refund will be credited to the same card used when the order was placed. On some occasions we may be unable to do this, if i.e. the card is declined, cancelled or has expired. If you have not received your refund in the expected time, please contact your bank, Klarna, PayPal, or other – depending on the payment method you have originally chosen.
