How are products ordered from the online shop delivered? How can I pay for my purchases? Do you charge for returns? Frequently asked questions, answered by our professionals.
ORDERING AND PAYMENT
I am unable to add a product to the shopping cart, what should I do?
You must enable cookies in your browser settings to be able to add products to the shopping cart.
Follow these instructions to enable cookies:
Firefox: Click on the Tools button > Click on the Options button > Select the Privacy & Security tab > In the ‘Enhanced tracking protection’ section, select: Standard
Chrome: Settings > ‘Security and Privacy’ tab > Cookies and other site data > Allow all cookies
Safari: Preferences > Privacy > Always allow cookies > Deselect ‘Block all cookies’
How can I remove products from the shopping cart?
You can remove products on the ‘Shopping car contents’ page by clicking on the wastebasket icon. At checkout, you can remove products from the shopping cart by clicking on the wastebasket icon on the product row. If you have added multiples of the same product to your shopping cart, you can remove unwanted extra products by choosing the correct quantity from the dropdown menu. Removing products and increasing or decreasing their quantity works the same way on mobile devices.
What payment methods are accepted in Vepsäläinen's online shop?
Our payment service provider is Klarna, which guarantees convenient and secure payment in our online shop. Accepted payment methods vary by country.
How do I use a discount code?
Discount codes are added to the order during the order review phase before you click the ‘Complete your order’ button. Below the button, there is a field titled ‘Enter discount code’. You can enter your discount code there. Please note that only one discount code can be used per order.
Can I place my order by email?
You can always send email to our customer service at [email protected]. Our customer service will be happy to assist you with your purchase, even with products not necessarily listed in our online shop.
I placed an order and it was charged to my account, but I have not received an order confirmation. Did my order go through?
You will always receive an email confirmation of your order. Please check that the message has not ended up in the Offers tab (Gmail), trash can or some other folder. If you still cannot locate the message, please send email to our customer service at [email protected].
Can I change or cancel an order I have already placed?
We dispatch orders from our warehouse as soon as possible, so please contact our customer service at [email protected] as soon as you can if you would like to modify or cancel your purchase. We will send you a shipping confirmation as soon as your order is ready for dispatch.
Can I order products that are not available in your online store?
Vepsäläinen stocks a huge collection of design products. Not all products are listed in the online store, but they can all be ordered through our customer service. Please email us at [email protected] so we can be of assistance.
I placed an order but have not received an order confirmation by email. Did you receive my order?
We always send an order confirmation by email. Please also check your spam folder, and if it is not there either, contact our customer service.
I was not able to pay for my order by Klarna invoice. Why is that?
Please check that you entered your personal data and address correctly. If this does not solve the issue, please contact your credit issuer directly. The payment service provider does not disclose the personal data of customers to third parties. For more information, please visit Klarna's own website.
When will I get the invoice from Klarna?
The invoice will be delivered to you by email when your order is dispatched from our warehouse.
The payment service provider does not disclose the personal data of customers to third parties. For more information, please visit Klarna's own website.
I placed an order and it has not been shipped yet. The product I ordered is now included in a campaign, can I get it at a discounted price?
Campaigns only apply to new orders.
How will my order be delivered?
You can choose the delivery method that is most convenient for you at checkout. You can choose between home delivery or collection from a pick-up point.
If your order includes products with different delivery times, it will be delivered in a single shipment once all of the products have arrived at our warehouse.
How quickly will my order arrive?
When you have added the items you want to your cart, you can see the available delivery methods, an estimate of the delivery time, and the payment methods available for your order at checkout. Please note that the delivery time indicated at checkout is an estimate.
All products in stock are shipped as soon as possible, with the customer usually receiving them in 3–4 days.
Some of our products are ordered on demand. The delivery times of such products are indicated in the product information. Please note that we will only ship your order once all products have arrived at our warehouse.
What are the shipping costs for my order?
We deliver most products free of charge. Delivery prices are shown on the product pages.
Can I track the delivery of my order?
You will receive a shipping confirmation and ID by email when your order leaves our warehouse. You can use the shipping ID to track the parcel, depending on your chosen delivery method.
RETURNS AND REPLACEMENT
Can I return the product I purchased?
We offer a 30-day right of exchange and return for the products you order should you not be satisfied. Returned products must be unused and in their original packaging.
Do you charge for returns?
Returns are free of charge.
Can I return a product even though I have thrown away its packaging materials?
You can return a product if it is unused and in the condition in which you received it. You must include all parts of the product, including the product package and instructions for use, with the return.
When do I get a refund for my return?
We will refund your payment without delay and no later than in 30 days from receipt of the return notification. We will refund the price you paid for the returned product at the time of purchase, even if the price has changed later.
What if the product has been damaged during delivery?
If you notice any damage to the package before opening it, please inform the driver immediately. If you notice damage after opening the package, please contact our customer service without delay.
Notify our customer service of defects in the product or damage sustained during delivery immediately and no later than 3 days from receipt of the product. We will deliver a replacement for the damaged product as soon as possible.
Do you have a brick-and-mortar shop?
Vepsäläinen has outlets in 18 locations in Finland.
I am buying a sofa and wondered about the differences between fabrics of different price ranges. Are fabrics in the first price range also durable and of high quality? Does your furniture have a warranty?
All fabrics we sell have been tested for compliance with the requirements for upholstery fabrics. In other words, they are very durable in normal everyday use. Some of our fabrics are especially hard-wearing and also suitable for use in public spaces, for example. The price is also influenced by the fabric material. The intended purpose of your furniture determines the most suitable fabric.
Does your furniture have a warranty?
All products have a warranty under the Consumer Protection Act, according to which they must be fit for purpose and able to withstand normal use. Of course, with time, the responsibility is transferred from the seller to the consumer themselves, as no piece of furniture lasts forever.
In addition, some furniture manufacturers voluntarily grant longer warranties for their products. For example, many sofa manufacturers, such as Adea and Interface, give their frames a 10-year warranty.
Dining table chairs by Fritz Hansen have a 20-year warranty against the backrest breaking. There are especially many copies of Fritz Hansen chairs going around. But copies lack the product development and meticulous finish given to the real thing, so their backrests can easily break when bent.
It is a good idea to keep the receipt for all furniture purchases. Taking a picture of the receipt and saving it electronically is a good way of keeping your receipts safe. If the product you purchased breaks in normal use before its time, please contact Vepsäläinen's customer service.