We normally process orders within three (3) business days of receiving them. Andiata Oy responds to, and processes orders in the order we have received them. The processing time is an estimate, and the customer has the right to cancel a sale in the case of a significantly delayed processing time. We will send the customer a separate email notification, once their order is ready to be shipped. The delivery time for products that are in stock is usually around 2-5 business days, from when we have sent the order confirmation. Andiata Oy is not responsible for any damages caused by a possible delay in delivery.

A) IF THE ITEMS IS IN STOCK:

The shipping time will depend on your chosen courier and delivery address once the item has been picked up from our warehouse by the carrier.

• Orders within the European Union normally take 1-3 business days to arrive after being shipped.
• Orders outside the European Union normally take 3 to 5 business days to arrive after being shipped, although customs procedures, depending on the country, may extend this timeframe.
• Please note, during campaign and sales periods there may be slight delays with order deliveries.

A) IF THE ITEMS IS PRE-ORDER:

Please note, that all of the products in your order will be shipped at the same time, based on the pre-order estimated delivery week, which may vay from 1-3months. If you wish to receive other products faster, please make a separate order for your pre-order product.

Andiata is a Finnish-based company, and we ship from our headquarters and warehouse in Finland to all destinations worldwide, excluding Russia.

Our flagship stores are located in Helsinki, Finland, and Paris, France. Find the locations here.

We typically have same items available online and in-stores and in the near future you will be able to see the current stocks in-stores also from online. If you are looking for a spesific product and size from store, we recommed sending us a chat online or calling the stores.

Helsinki Store Kasarmikatu 46–48, +358 40 905 1602
Paris Store 70bis rue Bonaparte +33 143546007

Note however, that we only charge you for the product price and delivery. If you are making your purchase from a non-EU country, you will be responsible for any possible import charges, such as import duties, customs and taxes. See the next question.

As a general rule, remember that:

• For EU shipments, no customs costs are due at delivery.
  
• OUTSIDE EU: When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid online.
  
• For UK shipments, no customs costs are due unless the order is above £135 (〜156€) Read more from DHL
• For USA shipments, no customs costs are due unless the order is above $800 (〜730€) Read more from DHL
• For Japan shipments, no customs costs are due unless the order is above 10000 JPY (〜63€) Read more from DHL

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

Customs duties are determined by your local customs authority, so we have no control over these and cannot predict how much they may cost. Customs policies vary widely from country to country, so you may wish to contact your local customs office for further information.

To proceed to the payment, please reach out to your local courier or, if available on the courier platform, proceed to online payment.

DHL Express On Demand Delivery (ODD) offers you the possibility to select the delivery option that best suits your requirements.

• Once your order has been shipped, you will receive a separate shipping notification from DHL Express.
• DHL ODD will notify you by email and/or SMS about your shipment’s progress and estimated delivery date/time. If this time doesn’t fit your schedules, you can customize your delivery via DHL ODD. You can then decide how, where and when the delivery takes place, at a time and location that suits you best.

Available Worldwide.

BUDBEE HOME & BOX

Budbee ensures you get your online parcels delivered or returned at your door in the afternoon and evening—easy deliveries and returns using renewable diesel and electricity.

Available in Finland, Sweden, Norway, Belgium, Denmark, Netherlands

RETURNS HOME & BOX

Returns with Budbee are easy, whether you want us to pick up the parcel at your doorstep, or if you want to return via a Box. All you have to do is book a time slot via our app. No labels or printers are needed. It's that easy.

RENEWABLE DIESEL

HVO100 is a hydrogenated vegetable oil made from raw materials (such as animal fat waste from the food industry, recycled cooking oil or fish fat from the fishing industry) that do not release any new carbon dioxide into the atmosphere. In addition, HVO100 is a fuel that is fully compatible with most diesel engines and diesel fuel distribution infrastructure, which makes it possible to use vehicles that previously ran on fossil fuels. Read more about HVO100

POSTI SERVICE POINT, HOME & BOXES

Posti is one of the leading delivery and fulfillment companies in Finland, Sweden and Baltics.

Available in Finland and Baltics.

Sustainability is a key component of Posti’s business strategy. They want to minimize their negative impacts on the environment, people and society while using their competencies and resources to make things better. Posti’s ambitious climate efforts are one great example of this commitment: their objective is to operate fossil-free by 2030 and be on net-zero what comes to their emissions by 2040.

Read Posti's sustainability report 2023

• Budbee Box Delivery (∼2 days) 5€
• Budbee Home Delivery (∼2 days) 8€
• Posti Standard Pickup (2–4 days): 6€
• Posti Home Delivery (2–4 days): 12€
• DHL Express Home Delivery (1–2 days): 12€
• Click & Collect from Helsinki store (2–3 days): FREE

• Budbee Box Delivery (∼3-4 days) 66 SEK
• Budbee Home Delivery (∼3-4 days) 85 SEK
• Instabox Delivery (∼3-4 days) 70SEK
• DHL Express Home Delivery (1–3 days): 130 SEK

Budbee Box (3-4 days) 54 DKK
Budbee Home Delivery (3-4 days) 69 DKK
InstaBox (3-4 days) 55 DKK
DHL Express Home Delivery (1–3 days): 99 DKK

InstaBox (3-4 days) 8€
DHL Express Home Delivery (2-4 days): 15€

Please note! When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid.

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

Budbee Box (3-4 days) 7€
Budbee Home Delivery (3-4 days) 9€
DHL Express Home Delivery (2-4 days): 13€

Budbee Box (3-4 days) 7€
Budbee Home Delivery (3-4 days) 8
DHL Express Home Delivery (2-4 days): 13€

Posti Standard Pickup (2–5 days): 9€
DHL Express Home Delivery (1–3 days): 13€

DHL Express Home Delivery (2–5 days): 13€
- Available for all EU countries

DHL Express (3–5 days): 15€

Please note! When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid.

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

Read more how to calculate your taxes and duties

DHL Express (3–5 days): 15€

Please note! When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid.

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

Read more how to calculate your duties and taxes.

DHL Express (3–5 days): 25€

Please note! When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid.

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

DHL Express (3–5 days): 25€

Please note! When ordering outside EU, you will pay the price without VAT. However, the Customer is responsible for any additional duties and taxes after the purchase has been confirmed and paid.

ANDIATA Oy will not be made responsible for the payment of these costs and rejecting to pay and for unclaimed packages, shipping and return costs will be deducted from your order amount.

After placing your order, you will receive the order confirmation email. Once your order is ready to ship, you will receive another email containing a tracking code. You can also access your order through the VIEW ORDER link at the bottom of the email. Please note that for pre-orders, the estimated shipping time is stated on the product page and may vary from 1-3 months.

If you cannot locate your package and the tracking link says it's been delivered, please check these steps:

• Ask your household members (and neighbors if possible)
• Check around your property as it is possible that the parcel was left there.
• Reach out to your local courier to confirm the delivery status.

If after all these checks you still cannot locate your package, please contact us as soon as possible. We will then start an official investigation with the courier.

We appreciate your patience as it could take a few weeks to get fully solved and we will keep you updated of how we will proceed.

Once your order has been placed, you might still be able to update your delivery address, but this will depend on the status of your order.

Please contact us to provide the new and complete delivery address.

A) If the delivery hasn't been shipped yet, we can update the address.

B) If the order is already shipped, you can reach out to your local courier to provide the new address. However we can't promise on behalf of the courier that this will be possible.

You cannot cancel the order if it has been processed. Not collecting the package is not enough for canceling. You need to pick up the package and return it.

The pick-up time of the package will be announced with the order, and if the package is returned to us undelivered, for any unclaimed packages, shipping and return costs will be deducted from your order amount.

No, this delivery option is free. However, you have to pick up the order from the Andiata Helsinki Store, Kasarmikatu 46–48 within 7 days after receiving the pick-up email.

Please note that after 7 days, the package will be returned to the main storage, and we will reserve 10€ handling cost from your order.

You have to pick up the order in 7 days after receiving the pick-up email.

Please note that after 7 days, the package will be returned to the main storage, and we will reserve 10€ handling cost from your order.

In case you are unable to pick up the package in 7 days, please contact our store right away and ask if they are able to extend the time. However, we cannot always to promise to extend the time, due to limited amount of storage space.

+358 40 905 1602
andiatastore@andiata.fi 

Unfortunately, the direct product exchanges in-store are not possible due to legislative restrictions.

You first have to return the click & collect order. The refund will be made with the payment method you used in the webshop.

If you want to buy a new product from the store, you are required to pay it by cash or card.

You can return any of your online purchase to the Helsinki Store for free. However, the refund will be processed using the original payment method that you used in the webshop.

Please note: it may take 2-14 working days for the refund to appear in your bank statement.

Our online shop offers complimentary 14-day return time from the date you have received your order, however we do not refund the original shipping cost of the order. We also DO NOT offer refunds at our physical store in Helsinki or Paris.

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. If the form is not filled, we do not accept the return. One return shipment can contain multiple items or orders.

You cannot cancel the order if it has been processed. Not collecting the package is not enough for canceling.You need to pick up the package and return it.

The pick-up time of the package will be announced with the order, and if the package is returned to us undelivered, FOR ANY UNCLAIMED PACKAGES, SHIPPING & RETURN COSTS WILL BE DEDUCTED FROM YOUR ORDER AMOUNT!

If you have received a defective product, please contact our customer service either by using the form on the Customer Service page,
e-mail: customerservice@andiata.fi
or telephone: +358 (0)505535338 (Mon – Fri, 12 pm – 3 pm)

Please tell us your order number, the product and how the product is defective. You can send an e-mail with an attachment of the defective product.

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,
e-mail: customerservice@andiata.fi
telephone: +358 (0)505535338 (Mon – Fri, 12 pm – 3 pm)

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.

To exchange an item bought at our online shop, please return the unwanted product and place a new order online. You can return your order within 14 days from the delivery date of your order.

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.

Apply for amendment of the customs clearance decision within 90 days of the declaration. When submitting the export declaration to Customs you will need

• an order confirmation, invoice or receipt indicating the value of the goods
• a free form statement explaining that you are returning the goods
• the commodity code of the goods at the level of eight digits.

Please note that, in addition to the export declaration submitted to Customs, the transport company may need its own declarations. Please check this with the transport company. We kindly ask you to contact the Customs or DHL to submit the export declaration. The Customs and DHL will contact us for further information, if needed. Please note, that seeking a refund on the VAT and import charges paid may take some time.

Please note that you can return any of your online purchase to the Helsinki Store for free. However, the refund will be processed using the original payment method.

Please be aware that direct product exchanges in-store are not possible due to legislative restrictions.

If you want to purchase a new item from store, you then have to pay it with card or cash - or placing a new click & collect order in the webshop.

1. Check that the products are unused, clean and tags are in place.

2. Fill in the return form you received with your order. PLEASE NOTE, that you need to mark which products you are returning, Quantity and Reason Code. If the form is not filled, we do not accept the return.

3. Please use the same shipping method you have used when ordering, when making a return

• Budbee: Create a return by using Budbee App or text message link. No labels needed.
• Instabox: Contact customerservice@andiata.fi to get a prepaid DHL return label & drop to your nearest DHL Service Point.
• DHL: Use the pre-paid return label & drop to your nearest DHL Service Point.
• Posti: Use the pre-paid return label & drop to your nearest Posti Service Point

4. We recommend, that you pack the product in the same package as it was shipped.

5.Make sure to keep a receipt until the refund is confirmed. Once we receive the return, we will send you a confirmation by email.

6. In case you would like to return a product purchased with a gift card, we will refund your purchase back to the gift card. This way you can re-use the returned value in your next order.

7. When paying by invoice, the product or products you have returned will be voided from your invoice. We will not send a new invoice, but you will be able to pay the invoice as usual by deducting the price of the returned items from the total amount on the invoice. If you pay the remaining amount before we have confirmed your refund, Klarna will send you an undue instalment agreement. If you have already paid the full invoice before the refund, you will be contacted by Klarna for a refund within 30 days.

If you ordered with Posti or DHL, and didn't receive a packing slip, you can ask for a new return slip or pre-paid return label from our customer service.

If you used Budbee, you can create a return by using Budbee app.

If you used Instabox, you can ask for a pre-paid label from customer service.

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.

Please use the same shipping method you have used when ordering, when making a return.

BUDBEE:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Create a return by using Budbee App or the text message link you received when picking up the package. Go to your order in the app.

3. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. You do not
need to print a shipping label
Select a pick-up time that suits you.

5. Choose if you would like to leave the package outside your door or if you would like to hand it over to the driver personally. You can also book a box for a return.

6. Budbee will keep you updated via texts or notifications in the app.

POSTI:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. Attach on your parcel the pre-paid return label you received with your order.

5. Drop off your return at the nearest Posti service point.

DHL

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

3. Attach on your parcel the pre-paid return label you received with your order.

4. Drop off your return at the nearest DHL service point.

CLICK & COLLECT:

1. Click & Collect orders should be returned to our Helsinki store.

2. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

3. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

Please note that you can return any of your online purchase to the Helsinki Store for free. However, the refund will be processed using the original payment method.

Please be aware that direct product exchanges in-store are not possible due to legislative restrictions.

If you have placed your order in the European Union, your return must also be made within the European Union. We will provide you a shipping label for return.

Please use the same shipping method you have used when ordering, when making a return.

BUDBEE:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Create a return by using Budbee App or the text message link you received when picking up the package. Go to your order in the app.

3. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. You do not
need to print a shipping label
Select a pick-up time that suits you.

5. Choose if you would like to leave the package outside your door or if you would like to hand it over to the driver personally. You can also book a box for a return.

6. Budbee will keep you updated via texts or notifications in the app.

INSTABOX:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Ask for a pre-paid DHL shipping label from Customer service.

3. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. Attach the pre-paid return label you received with your order.

4. Drop off your return at the nearest DHL service point.

POSTI:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. Attach on your parcel the pre-paid return label you received with your order.

5. Drop off your return at the nearest Posti service point.

DHL

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

3. Attach on your parcel the pre-paid return label you received with your order.

4. Drop off your return at the nearest DHL service point.

Please use the same shipping method you have used when ordering, when making a return.

POSTI:

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

4. Attach on your parcel the pre-paid return label you received with your order.

5. The package can be left at a parcel locker or service point.

Posti Group's pickup points in the Baltics are located in partner companies, which include well-known chains such as Topo Centras (Lithuania), Aibe (Lithuania and Latvia), Pastastacija (Latvia), and R-kioski (Estonia).

You can also arrange for a pickup from local customer service if the package was originally delivered to your home address.

DHL

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

3. Attach on your parcel the pre-paid return label you received with your order.

4. Drop off your return at the nearest DHL service point.

Please use the same shipping method you have used when ordering, when making a return.

DHL

1. Fill in the return form you received with your order. Mark the products you are returning, quantity and reason code. If you cannot find the return form, include a handwritten note with your return that includes your name, order number, the names of the products being returned, and the reason for the return.

2. Pack the unused, unharmed and clean item(s) and the return form in the same parcel your order was shipped in.

3. Attach on your parcel the pre-paid return label you received with your order.

4. Drop off your return at the nearest DHL service point.

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.

Apply for amendment of the customs clearance decision within 90 days of the declaration. When submitting the export declaration to Customs you will need

• an order confirmation, invoice or receipt indicating the value of the goods
• a free form statement explaining that you are returning the goods
• the commodity code of the goods at the level of eight digits.

Please note that, in addition to the export declaration submitted to Customs, the transport company may need its own declarations. Please check this with the transport company. We kindly ask you to contact the Customs or DHL to submit the export declaration. The Customs and DHL will contact us for further information, if needed. Please note, that seeking a refund on the VAT and import charges paid may take some time.

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. Notice, if you have chosen a shipping option other than the cheapest one available, no additional shipping costs are refunded.

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 Klarna or PayPal, depending on the payment method you have originally chosen.