Frequently Asked Questions

1. What are our delivery methods?

We offer several delivery methods:

  • Matkahuolto (pickup point or home delivery) - for in-stock products
  • Posti (parcel locker or home delivery) - for in-stock products
  • Freight delivery for larger items such as beds and furniture

2. Where can I see the estimated delivery time?

Delivery time depends on the product's stock status:

  • The estimated delivery time is shown only on the product page. Always check the delivery time for custom-order products on the product page before ordering.
  • In-stock products: Usually shipped within 2–3 business days (delivery 3-7 business days)
  • Custom-order products: Delivery time is indicated on the product page (average 2-5 weeks)
  • After placing an order, you will receive an order confirmation to your email. If you do not see the confirmation, please check that the email address is entered correctly and also check your spam folder. If you cannot find the order confirmation, please contact customer service: asiakaspalvelu@lastensatumetsa.fi 

  • We do not send separate updates if the product's manufacturing and delivery time proceeds according to the original estimate.

  • If the delivery time indicated on the product page changes later, it only applies to new orders. A previously placed order will be delivered according to the schedule that was valid at the time of the order.

  • The stated delivery time is an indicative estimate, and a completely precise date cannot be promised, as delays may occur during transportation, for example. We strive to provide delivery times as accurately as possible and will promptly inform you if the schedule changes.

4. Can I track my delivery?

Yes. You will receive a tracking code by email once your order has been dispatched. You can check the delivery status on the carrier's website using the tracking link.

5. Can I combine multiple orders into one delivery?

If you wish to combine orders or add products, please contact us before the order has been dispatched. We cannot add products to an order that has already been shipped.

🔁 Returns and exchanges

6. Can I return a product?

Yes – you have a 14-day right of return from the moment you receive the product.
The returned product must be unused and in its original packaging.

7. How do I make a return?

Please contact us before returning the product, and we will provide detailed instructions and necessary information. Return costs may vary depending on the size of the product. Prices related to returns can be found in the return policy.

8. Will I get my money back?

Yes. We will refund your payment once we have received and inspected the returned product. The refund will be made to the original payment method.

📞 Contact and customer service

9. Who can I contact if I need help?

Our customer service is happy to help with all questions related to orders, deliveries, products, or returns.

You can contact us:
📧 By email: [asiakaspalvelu@lastensatumetsa.fi]
💬 Via website chat 

We respond to messages in the order they are received on business days as quickly as possible. However, please allow 1–3 business days before contacting us again.

10. How do I make a complaint?

You can make a complaint by sending us an email to 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 details and clearer photos you send us in the first message, the faster we can resolve the matter for you!

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

If you notice that the product is damaged during transport, has missing parts, or has a manufacturing defect or other discrepancy, 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 defects or manufacturing flaws may only become apparent during assembly. If this happens, discontinue 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 in transit. 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 agree on another solution.

Please note that we unfortunately cannot process complaints regarding already assembled products if no photographs of the product defect or damage are provided.

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

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

Number of boxes: Check that you have received all the boxes included in your order (for example, markings 1/2 and 2/2 indicate a two-part delivery).

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

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

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

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