Delivery terms
CONSENT TO THE PROCESSING OF YOUR PERSONAL DATA
By placing an order you agree to the use of your personal data. See the privacy policy here
PURCHASE CONDITIONS
The terms and conditions below apply to our online store.
General information about the online store
Products are sold by Utua Finland Oy (business ID 3136439-2) . We sell products to individuals of legal age within the EU. Product prices include VAT. We reserve the right to change prices and shipping costs. We are not responsible for taxes, duties or other costs that depend on the country of delivery and are paid upon collection of the shipment.
Ordering
Products are generally ordered online at www.utua.fi via the shopping cart. All orders are confirmed by email, which states the price of the order, delivery costs and the ordered products. Receiving an order confirmation requires that a correct and working email address is provided when ordering. The customer agrees to the delivery terms and conditions in force with each order.
Delivery time
Almost all products on display are in stock for immediate delivery. Personalized products have a longer delivery time and are not eligible for returns or exchanges.
If the order is placed before 10:00 on a weekday, the products are usually packed and shipped the same day! Usually the products are available within 1 – 4 business days in Finland and 4 – 7 business days in the EU, but we reserve the right to sell out of stock, which may extend the delivery time of the products. If the delivery is delayed, we always try to notify you by email or phone.
We always aim to deliver your order within 1-2 working days from our warehouse. However, delivery times may be affected by the volume of orders being processed and circumstances beyond Utua's control, such as delays caused by the shipping company.
Do you have any questions?
Contact customer service by sending an email to: info@utua.fi or by calling: +358 50 527 6057. Customer service is open Mon – Fri 10 am – 3 pm.
The delivery time of the products is based on the stock status. You can see the stock status of the product on the product page. In some cases, the product you ordered may be out of stock or the product has been transferred to backorder. This may be due to an error in our storage balance. When the product is out of stock, we will notify the recipient by email. You can contact our customer service if you would like more detailed information about the delivery.
Orders
When you order a product, you will receive an order confirmation by email. You can see your order details in the order confirmation. Always check that the information in the order confirmation is correct. If you have any questions, please contact our customer service by sending an email to: info@utua.fi or by calling: +358 50 527 6057. Always save your order confirmation. Our orders are delivered quickly, so unfortunately we do not always have the opportunity to change the order, but we always check the possibility of changing it. If you want to exchange for a product of a different price, you will have to place a new order for it.
Shipping and other costs
Shipping costs include shipping and packaging costs. You can view the current shipping costs after selecting the payment and delivery method in the shopping cart. Shipping costs are automatically displayed at checkout.
Unclaimed package
Packages are held at the post office for seven (7) days. If you do not collect your package within this time, it will automatically be returned to the sender. We charge an administration and delivery fee of €15 for uncollected shipments.
Return conditions in your country
EXTENDED EXCHANGE PERIOD FOR CHRISTMAS GIFTS UNTIL JANUARY 10, 2025.
1. If you are not satisfied with the product you ordered, you can return the product within 14 days of receiving the order (counted from the day you received the arrival notification). You can easily return it at a post office, where you should state that it is a customer return and provide the customer return ID (the customer return ID can be found on the return form).
2. We will inspect returned products before issuing a refund.
3. We charge €5 for returns. We charge the current shipping costs for any second returns of the same order. Exchanges are free of charge.
4. The returned product must be unused and in its original packaging.
Please package the returned product carefully. Do not send the product without protective packaging. Only returns delivered as a parcel will be accepted, returns made by other delivery methods will be invoiced to the customer.
Note: Used products are not eligible for refunds! We will charge the current standard shipping costs for returning a used product.
How to exchange/return our products, domestic deliveries
1. Carefully package the product to be returned, you can use Utua's shipping box as a return package. If you want to exchange the product, write it on the Return Form. After packaging the product, take the package to a Posti service point. Tell them that you want to make a customer return. The products will then be automatically returned to Utua. Keep the customer return receipt you received from the post office until your return has been processed.
2. Once the returned product has arrived intact, we will inspect it and then issue a refund. Our store uses Klarna checkout and we will notify them of the return as soon as the return has been processed. Klarna processes return notifications and makes monetary refunds to the account number you provided within 30 days. Please note that Klarna is a separate operator and we cannot influence the speed of their operations.
3. For security reasons, the refund amount will only be paid to the same card/account from which the product was paid. Any card payment refund information is sent via a secure connection. Personal card information is not stored in Utua's online store. Returns cannot be sent by cash on delivery.
Payment method Klarna invoice/account
Klarna is the payment processor for the online store. Please note that card payments are charged immediately upon payment approval. If you want to return part of your order and the payment method is Klarna invoice/account, you can change the amount of the invoice sent by Klarna yourself and pay only for the products you keep + any processing fees. If you want to return the entire order, you do not have to pay anything, as we will notify Klarna of the return as soon as it is registered.
Refunds
We will refund paid products within 30 days of receiving the return. We will refund the amount you paid according to the payment method of your order. Orders paid with Klarna will be refunded through Klarna.
Complaint
If the product you ordered is faulty and you wish to make a complaint, please contact our customer service by calling +358 50 527 6057 or by sending an email to: info@utua.fi . If the product is lost or damaged during delivery, you must report this to the online store immediately, but within 14 days. Packages damaged during delivery must also be reported to the company responsible for the delivery without delay.
Laws and regulations
Our operations are based on the current Consumer Protection Act.
If a dispute regarding a sales contract cannot be resolved through negotiations between the parties, the consumer may refer the matter to the Consumer Disputes Board ( www.kuluttajariita.fi ).
Before taking the matter to the Consumer Disputes Board, the consumer must contact the local register office's consumer advice service ( www.kuluttajaneuvonta.fi ).
ODR forum http://ec.europa.eu/odr .
