Delivery and return conditions

By ordering products from our online store, you accept our terms of use and our privacy policy.

PAYMENT

To provide a safe and easy shopping experience, Lasten Satumetsä Online Store offers the following payment options:

• Online banking (Paytrail)
• Invoice (Klarna)
• Invoice and Installment Walley (Paytrail)
• Most common credit cards (Visa, Mastercard, Visa Electron)
• ApplePay, GooglePay
• PayPal
• Gift card
• Company invoicing (paper invoices, e-invoices, email invoices)

Paytrail, Shopify payments (Stripe), Klarna Bank AB and PayPal act as payment intermediaries and payment service providers.

Klarna Checkout includes all Klarna payment methods: Pay Now (card payments, online bank payment and Klarna direct payment), Pay Later (invoice) and Slice It. Klarna Checkout performs identification and automatically displays certain information, as well as the payment options available to you. The pre-selected payment method is automatically invoice. The customer can choose the payment method that suits them, such as card payment or direct payment through their own online bank. Klarna Checkout ensures that you can make your purchases safely, regardless of your chosen payment method.

Klarna offers you the opportunity to pay for your order only when you have received the shipment. The invoice will be sent to your provided email address as soon as your order has been processed, and you will have 30 days to pay. 

Walley Paytrail – flexible payments: invoice and installment
Walley is a flexible payment method that allows you to pay for your purchases immediately, later by invoice, or divide the payment into installments. You always get at least 30 days of interest-free payment time. This payment method is provided by Paytrail in cooperation with the Walley service.

The customer must provide their first and last name, email, delivery address, and phone number when ordering. 

 

DELIVERY METHODS 

Domestic transport is handled by Matkahuolto and Posti. Smaller products arrive at the pickup point in 3-5 business days. Furniture in stock is delivered via Matkahuolto, delivery time is approximately 1-2 weeks. The recipient will receive an SMS or email as soon as the package is available for pickup. Storage time: Matkahuolto 7 days, Posti 7 days.

Package to pickup point from €4.90 

Package to home €10.90  

Furniture from €20 (Delivery calculated at checkout)

Please note that large furniture may be delivered on a pallet. Delivery takes place to the ground floor, i.e., to the front door. The pallet is part of the product packaging and its purpose is to ensure safe and undamaged transport of the product. The customer is responsible for the disposal of the pallet after delivery.

Mathy by Bols furniture is delivered only to the customer's home address. The carrier will contact the product buyer and arrange the delivery in advance. If the shipment cannot be delivered, it will be taken to the terminal to arrange a new delivery time with the recipient. An additional charge of 60 euros will be charged to the sender for new delivery and storage of the shipment.  

ORDER PRODUCT means that the product is manufactured or acquired specifically for the customer's order. These products are not kept in stock and are often delivered directly from the manufacturer.

Estimated delivery times for ordered products are indicated in the product description. The delivery times stated on the website are approximate estimates based on average delivery times and may differ from the actual delivery time. Ordered products are manufactured on a queuing basis, and the delivery time is affected by factors such as order volumes and current production load. The delivery time may differ from the estimate due to, for example, production congestion or other exceptional circumstances.

The seller is not responsible for any direct or indirect damages caused by exceeding the delivery time and is not obliged to pay compensation due to delivery delays.

If the customer receives a product damaged in transit, the customer must immediately make a claim. The customer must inspect the product before use. If you have received the wrong product, please notify customer service: asiakaspalvelu@lastensatumetsa.fi.

Please note that when ordering products that require special transport in the same order, delivery fees are combined. Example: if you order a play tent with a delivery fee of €20 and Stapelstein with a delivery fee of €4.90, in this case, you pay €24.90, as the products cannot be sent in the same shipment and the tent requires its own transport. If you order a play tent set, in this case, you only pay the €20 delivery fee, and there is no separate charge for carpet transport. 

If an order contains both in-stock products and ordered products, we strive to be environmentally friendly and deliver the products in one shipment whenever possible. Often, ordered products are delivered as a backorder according to their own delivery time.Small packages on backorder will be delivered to the nearest pickup point.

Delivery costs include postage and packaging costs. In the shopping cart, we show an estimate of future delivery costs based on the primary delivery method in use. You can see the exact delivery costs after you have selected the desired payment and delivery methods for your order. The available delivery methods depend on the contents of the shopping cart and the total weight. 

As a rule, orders are shipped in 1-3 business days if the product is in stock, but delivery time may vary depending on the product or delivery method. Any deviating delivery times are indicated separately on the product page or elsewhere on the online store's website. 

However, we are not responsible for delays caused by force majeure or for indirect damages caused by delays. If the stated delivery time deviates due to reasons that cannot be influenced, the seller is not liable for compensation.

Lasten Satumetsä reserves the right to cancel your order due to technical problems, delivery problems, fair use policy, and other similar situations. The customer will be informed of such a situation, and any payments made or reservations made for the payment method will be refunded or canceled. 

Delivery methods, times, and fees are valid in Finland.

 

DELIVERIES ABROAD

We also deliver orders to other European countries than Finland. Delivery costs abroad are automatically shown at checkout. Delivery times outside Finland are 5–10 business days. Delivery times for order products are mentioned in the product description of the order product, and they are the same for deliveries outside Finland.

 

REGISTRATION

Ordering from the online store does not require registration. If you wish, you can register a user account with your email address. After registration, you will receive your own user account where you can see your information and order history. If you wish, you can also delete your user account by sending us a request via email.

 

RETURN POLICY 

If the customer wishes to exercise their right of return, they must make a return notification within 14 days of receiving the products. We do not accept returns more than 14 days after delivery. The right of return does not apply to personalized products that have been made specifically for the customer, for example, made to measure. In such cases, the return is made directly to the manufacturer, provided the manufacturer accepts it. Returns of large ordered products usually go directly to the manufacturer (we always assess on a case-by-case basis).

Returned products must be in their original condition, meaning unused and salable. If the product is not in new condition or in its original packaging, we reserve the right to charge the customer a sum corresponding to the depreciation of the product.

Stock products must be returned to Finland. Ordered products may be returned to the country from which they were delivered. You can contact us about returns by email: asiakaspalvelu@lastensatumetsa.fi.

When you want to return a product, please contact our customer service by sending an email to asiakaspalvelu@lastensatumetsa.fi. Please include your name, order number, and reason for return in your email. Mention which products you are returning. We aim to respond to your email within 1-3 business days.

Pack the product in its original packaging. Products must be carefully packed so that the shipment is not damaged during transport. You can return the products once you have received confirmation from us via email. As our customer, you are responsible for the return of the product to us. Therefore, write down the parcel's tracking number before dropping it off at the service point and always ask for a receipt for the return. 

Failure to pick up is not the same as a return. Uncollected furniture will not automatically be returned to the sender. 

 

RETURN COSTS 

You can return products via Posti if the return has been agreed upon and you have received a return label, in which case the return fee is €3.50. (Does not apply to furniture, tents, wallpapers). We will deduct the return cost from the refunded amount. The refund will be made to the original payment method of the order.

If the entire order is returned, we will also refund the delivery costs according to the cheapest delivery method. If only part of the order products are returned, we will not refund the delivery costs.

Return of furniture to the Finnish warehouse. Furniture must be returned via Matkahuolto. The customer can take the product to a Matkahuolto service point themselves or request a home pickup from our customer service at asiakaspalvelu@lastensatumetsa.fi. For the pickup service, we charge €9.90, which will be deducted from the refunded amount. We only accept unopened packages.

Large packages under 20 kg - from €9.95 - €34.95 

Large packages over 20 kg - €49.95

The processing time for returns is approximately 10 days. We aim to handle returns as quickly as possible. Refunds will be made as soon as possible and no later than 14 days after we have received notification that you wish to exercise your right of withdrawal. However, we reserve the right to wait until we have received your return. 

 

RETURN POLICIES FOR ORDERS MADE OUTSIDE FINLAND

The customer has a 14-day right of return. The cost of return is determined by actual costs, and we check it on a case-by-case basis for each order.

Stock products must be returned to Finland. Ordered products may be returned to the country from which the ordered product was delivered. You can contact us about returns by email: asiakaspalvelu@lastensatumetsa.fi.

 

PERSONALIZED PRODUCTS

Products do not have a 14-day right of return, as the product is made specifically for the customer. Our custom-made wallpapers do not have a right of return. Among other things, wallpapers cannot be returned due to different color batch numbers. We do not compensate for excess wallpaper rolls. If the ordered product has defects, you can make a complaint. 

 

EXCHANGING A PRODUCT

Our online store does not offer exchanges. If you wish to exchange a product you ordered, you must return the product to be exchanged to our online store and place a new order for the desired product. 

 

COMPLAINTS

If you wish to make a complaint about a product, please contact our customer service at asiakaspalvelu@lastensatumetsa.fi.

Please always include the following information in your message:

1. Order number

2. A brief description of the product defect

3. A clear photo or video of the defective product

We process complaints as quickly as possible. If the complaint is accepted, we will primarily send you a replacement product or a missing part.

Tip for smooth processing: The more precise information and clearer pictures you send us in your first message, the faster we can resolve the matter for you!

Check packages before opening

Please note that it is the customer's responsibility to inspect the shipment before opening packages or assembling the product.

Before opening any packages, always check the labels and information on the side of the boxes:

• Number of boxes: Ensure you have received all boxes belonging to the order (for example, markings 1/2 and 2/2 indicate a two-part delivery).

• Product information and color: Check the label to confirm that the product name and color match your order confirmation.

If you opened the box and noticed that the product's shade does not match what you ordered:

• Do not remove parts from the box. The product is easiest to return or exchange when the parts are in their original order in their packaging.

• Take a photo: Take a clear picture of the product while it is still in the box, as well as of the product label on the side of the box.

Inspect the product carefully immediately after opening the packaging.

DO NOT ASSEMBLE THE PRODUCT IF YOU NOTICE DAMAGE OR A DEFICIENCY

If you notice that the product is damaged during transport, is missing parts, or has a manufacturing defect or other discrepancy, please report it before assembling the product. By assembling the product, you accept it in the condition in which it was delivered.

Please note that some deficiencies or manufacturing defects may only become apparent during assembly. If this happens, stop assembly and contact us as soon as possible. Our customer service will help resolve the situation quickly.

Do not assemble a product that has been damaged during transport. Report the damage to us immediately and include photographs of the product, packaging, and damage. This way, we can process the complaint quickly and provide the necessary spare parts or arrange another solution.

Please note that we unfortunately cannot process complaints regarding products that have already been assembled and for which no photographs of the product's defect or damage are provided.

UNCOLLECTED ORDERS 

We reserve the right to charge the customer for shipping costs for an uncollected package (return fee, delivery fee, and handling fees). We charge the customer 25 euros if the package is not collected. If you wish to return a package, you must first collect it and follow the return instructions. 

For uncollected furniture, we charge the actual transportation, handling, and return costs incurred.

Large packages under 20 kg - €34.95 

Large packages over 20 kg - €49.95

 

GIFT CARD

A gift card can be loaded with an amount between 10 and 500 euros and is valid for 12 months. The card can be used as a payment method in the online store lastensatumetsa.fi.

The value of the gift card can be redeemed by entering its unique code at checkout. The gift card balance can be used to pay for more than one order. If the available balance on the gift card is greater than or equal to the total order amount, the customer can click the "Complete Order" button. If the available balance on the gift card is less than the total order amount, the customer will be prompted to select another payment method for the remaining balance before placing the order.

Gift cards cannot be exchanged for cash, and expired or lost cards will not be replaced.

The gift card will be delivered to the email address you provide as soon as the purchase transaction is completed.

Discount codes do not apply to the purchase of gift cards.

 

CUSTOMER SERVICE

Contact us: asiakaspalvelu@lastensatumetsa.fi
We serve you personally and are happy to assist you with all purchasing-related matters.

You can easily reach us via chat – we are happy to answer all your questions. Customer service chat is open on weekdays from 8 AM to 5 PM. At other times, we will respond as soon as possible, or get back to you via email.

 

OTHER

We reserve the right to change our delivery terms. We recommend that you review the current delivery terms before placing an order. We process all customer information with complete confidentiality. By ordering products from our online store, you accept all terms and conditions.