Frequently asked questions / FAQ

Here you will find answers to the most common questions about the online store.

1. What payment methods do you accept? 
   Payments are processed through Paytrail's payment portal. You can choose from all common payment methods, such as MobilePay, online banking payments from Finnish banks, and Walley for invoice options.
   
   
2. How long does it take for my order to be shipped?
   Orders are processed in the order they are received, and processing time is approximately 3 business days, after which the order is shipped. Major exceptions, such as holiday periods, will be announced separately on the online store's front page. 
   
   Made-to-order products have a longer shipping time. In this case, 1-3 weeks of manufacturing time will be added to the processing and delivery time. The manufacturing time for made-to-order products is also estimated in the product information.  
   
   
3.  What delivery methods are available?
   You can choose delivery as a package or pickup from our Turku store. We usually ship orders via Postnord, DSV (formerly DB Schenker), Matkahuolto, or Posti Group Plc. Delivery costs range from 5.90 to 16.90 euros depending on the delivery method. Pickup from the Turku store and orders over 100 euros have free delivery. 
   
   
4.  How are the products packaged?
   We care about the environment and want to do our part as an online store to minimize environmental impact. For this reason, we use recycled and surplus materials for packaging. In addition to the environment, we ensure that customers receive their orders carefully and beautifully packaged.
   
   
   Even though environmentally friendly alternatives are used as materials, the packages are still neat. 
   
   
5.  Will I receive all the products I ordered in one package?
   Yes, all products are shipped in the same package, mainly from the Turku warehouse or directly from our partners, unless otherwise agreed. 
   
   
6.  Can I cancel my order?
   Yes, and canceling an order is as easy as ordering, just by clicking here. You can find Kaarnavilla's cancellation policy here. If you are wondering if an order can be canceled, you can read the Finnish Competition and Consumer Authority's guidelines on when canceling an order is legally possible and when it is not. 
   However, please note that in cases of returns, Kaarnavilla is not responsible for the costs incurred from the return, but a return processing fee will be deducted from the customer's refund.
   
   
7.  Can I return a product I ordered?
   Yes, you can, unless it is a customized product, for example. Orders have a 14-day right of return. Read the return instructions here. Returned products must be in their original packaging and in resalable condition. We charge a return processing fee for each return. An uncollected package is not a return; a return must be made separately in writing by email (info@kaarnavilla.fi). In case of a product complaint, please also contact us!
   
   
8. How can I become a product supplier for Kaarnavilla?
   Read more detailed information about becoming a supplier for Kaarnavilla here. We are constantly looking for new members for the Kaarnavilla family!

Do you still have questions? Leave us a message and we will get back to you as soon as possible!