Delivery and return conditions
By ordering products from our online store, you agree to our terms of use and privacy policy.
PAYMENT
To provide a safe and easy shopping experience, the Children's Fairytale Forest Online Store offers the following payment options:
- Online banking (Paytrail)
- Invoice (Klarna)
- Most common credit cards (Visa, Mastercard, Visa Electron)
- ApplePay, GooglePay
- PayPal
- Gift certificate
- Business invoicing (paper invoices, e-invoices, email invoices)
The payment intermediary service is implemented and payment service providers are Paytrail, Shopify payments (Stripe), Klarna Bank AB and PayPal.
Klarna Checkout includes all Klarna payment methods: Pay now (card payments, online banking and Klarna direct payment), Pay later (invoice) and Split your payment. Klarna Checout performs identification and automatically shows you certain information, as well as the payment options available to you. The pre-selected payment method is automatically an 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 purchase safely regardless of the payment method you choose.
Klarna offers you the option to pay for your order only after you have received your shipment. An invoice will be sent to the email address you provided as soon as your order has been processed and you have 30 days to pay.
When ordering, the customer must provide their first and last name, email, delivery address and telephone number.
DELIVERY METHODS
Domestic deliveries are handled by Matkahuolto and Posti. Smaller products arrive at the pick-up point in 3-5 business days. Furniture in stock is delivered via Matkahuolto, delivery time is approximately 1-2 weeks. The recipient will receive a text message or email as soon as the package is available for pick-up. Storage period Matkahuolto 7 days, Posti 7 days.
Package to pickup point €4.90
Package to your home €10.90
Furniture from €20 (Shipping is calculated at checkout)
Please note that large furniture may be delivered on a pallet. Delivery will be made to the ground floor, i.e. to the front door. The pallet is part of the product packaging and is intended to ensure safe and undamaged transport of the product. The customer is responsible for disposing of the pallet after delivery.
Mathy by Bols furniture is delivered to the customer's home address only. The carrier contacts the product buyer and agrees on the delivery in advance. If the shipment cannot be delivered, it will be taken to the terminal to agree on a new delivery time with the recipient. A surcharge of 60 euros will be charged to the sender for the new delivery and storage of the shipment.
A MADE-TO-ORDER product means that the product is manufactured or purchased separately for a customer's order. These products are not in stock and are often shipped directly from the manufacturer.
Estimated delivery times for custom products are stated in the product description. The delivery times stated on the website are indicative estimates based on average delivery times and may differ from the actual delivery time. Custom products are manufactured on a queue basis, and the delivery time is affected by, among other things, order quantities and the current production load. The delivery time may differ from the estimated time, for example, in the event of a production bottleneck or other exceptional circumstances.
The seller is not liable for any indirect or direct damages that may arise from exceeding the delivery time, and is not obliged to pay compensation for any delay in delivery.
If the customer receives a product that is damaged in transit, the customer must immediately report it. The customer must check the product before using it. If you have received the wrong product, please report it to customer service: asiakaspalvelu@lastensatumetsa.fi.
Please note that when ordering products that require special shipping in the same order, the shipping costs are combined. Example: you order a play tent with a shipping cost of €20 and a Stapelstein with a shipping cost of €4.90, in this case you will pay €24.90, as the products cannot be sent in the same shipment and the tent requires its own shipping. If you order a play tent set, in this case you will only pay €20 for the shipping cost, you do not need to pay for the shipping of the mat separately.
If the same order contains both in-stock products and custom products, we will deliver the in-stock products immediately and the custom product as a follow-up delivery according to its own delivery time.
Shipping costs include postage and packaging. We will show an estimate of the shipping costs in the shopping cart based on the preferred shipping method. You will see the exact shipping costs after you have selected your preferred payment and shipping methods for your order. The shipping methods used depend on the contents of the shopping cart and the total weight.
As a rule, orders are shipped within 1–3 business days if the product is in stock, but delivery times may vary depending on the product or delivery method. Any deviating delivery times will be announced separately on the product page or elsewhere on the online store page.
However, we are not responsible for delays caused by force majeure or indirect disadvantages caused by delays. If the stated delivery time deviates for reasons beyond our control, the seller is not liable for compensation. Lasten Satumetsä reserves the right to cancel your order due to technical problems, delivery problems, fair use practices and other similar situations. The customer will be notified of the situation in question, and any payments or reservations made to the payment method will be refunded or canceled.
Delivery methods, times and fees are valid in Finland.
DELIVERIES ABROAD
We also deliver orders to European countries other than Finland. Shipping costs abroad are automatically displayed at checkout. Delivery times to countries other than Finland are 5–10 business days. Delivery times for custom products are mentioned in the product description of the custom product, and they are also the same for deliveries to countries other than 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. You can also delete your user account if you wish by sending us a request via email.
RETURN POLICY
If the customer wants to exercise their right to return, they must submit a return notification within 14 days of receiving the products. We do not accept returns more than 14 days after delivery. The right to return does not apply to personalized products that are made specifically for the customer, for example, made-to-measure. In this case, the return is made directly to the manufacturer, if the manufacturer accepts it. Large-sized custom-made products are most often returned directly to the manufacturer (we always look at the situation on a case-by-case basis).
Returned products must be in their original condition, i.e. unused and saleable. If the product is not in mint condition or in its original packaging, we reserve the right to charge the customer an amount corresponding to the decrease in value of the product.
Stock products must be returned to Finland. Order products can be returned to the country from which the order product was delivered. You can contact us about the return by email: customer service @lastensatumetsa .fi.
If 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. Please mention which products you are returning. We will try to respond to your email within 1–3 business days.
Pack the product in the original packaging. Products must be packaged carefully so that the shipment is not damaged in transit. You can return the products after you have received confirmation from us by email. As our customer, you are responsible for the arrival of the returned product to us. Therefore, please note the package's shipping ID before leaving it at the office and always request a receipt for the return.
Failure to pick up is not the same as a return. Uncollected furniture is not automatically returned to the sender.
RETURN COSTS
You can return products via Posti , once the return has been agreed 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 fee from the amount to be refunded. The refund will be made to the original payment method of the order.
If the entire order is returned, we will also refund the shipping costs using the most affordable shipping method. When only part of the order is returned, we will not refund the shipping costs.
Furniture return to Finnish warehouse. Furniture must be returned via Matkahuolto . The customer can take the product to a Matkahuolto point themselves or request a pick-up from our customer service at asiakaspalvelu@lastensatumetsa.fi. We charge €9.90 for the pick-up service, which we deduct from the amount to be returned. We only accept unopened packages.
Large packages under 20 kg - €34.95
Large packages over 20 kg - €49.95
The processing time for returns is approximately 10 days. We aim to process 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 POLICY FOR ORDERS PLACED OUTSIDE FINLAND
The customer has a 14-day right of return. The return price is determined by the actual costs, and we check it on a case-by-case basis for each order.
Stock products must be returned to Finland. Order products can be returned to the country from which the order product was delivered. You can contact us about the return by email: customer service @lastensatumetsa .fi.
PERSONALIZED PRODUCTS
The products do not have a 14-day return policy, as the product is made specifically for the customer. Our custom-made wallpapers do not have a return policy. For example, wallpapers cannot be returned due to different color batch numbers. We do not refund any extra wallpaper rolls. If there are any defects in the ordered product, you can make a complaint.
PRODUCT REPLACEMENT
There is no exchange option in our online store. If you want to exchange the product you ordered, you must return the product to be exchanged to our online store and place a completely new order for the product you want.
COMPLAINT
If you would like to make a complaint about a product, please contact our customer service at asiakaspalvelu@lastensatumetsa.fi to receive instructions for making a complaint. In order to process your complaint, we need a written description of the defect and photographic material that clearly shows the defect in question.
UNCOLLECTED ORDERS
We reserve the right to charge the customer for shipping costs for an uncollected package (return fee, shipping fee and handling fees). We will charge the customer 25 euros if the package is not collected. If you want to return the package, you must first collect the package and follow the return instructions.
GIFT CERTIFICATE
The gift card can be loaded with 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 a gift card can be redeemed by entering its unique code at checkout. The balance of a gift card 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 amount of the order, the customer can tap the Complete Order button. If the available balance on the gift card is less than the total amount of the order, the customer will be prompted to select another payment method for the balance before placing the order.
Gift cards cannot be exchanged for cash, and expired or lost cards cannot be replaced.
The gift card will be delivered to the email address you provided as soon as the purchase transaction is completed.
Discount codes do not apply to gift card purchases.
CUSTOMER SERVICE
Contact us: asiakaspalvelu@lastensatumetsa.fi
We serve you personally and are happy to help with all procurement-related matters.
You can easily contact us via chat – we are happy to answer all your questions. The customer service chat is open weekdays from 8 am to 5 pm. At other times, we will answer you as soon as possible or get back to you by email.
OTHER
We reserve the right to change our delivery terms. We recommend that you familiarize yourself with the current delivery terms before placing an order. We treat all customer information with complete confidentiality. By ordering products from our online store, you accept all terms.