Our shop sells products to adult individuals. The prices of the products include VAT. We reserve the right to change the prices and the delivery costs.

Ordering

Products are ordered in the online shop by adding them to the shopping cart and paying for the contents of the shopping cart in the online payment service. All customer information is processed confidentially. The contact information requested during the order will not be used for anything other than the delivery of the order or to clarify any ambiguities in it, unless otherwise stated. When ordering from the online shop, you are required to read and commit to the delivery terms valid at the time.

Payment and methods of payment

The payment service is Payrail, through which the payment options are invoice, instalment payment, card payment, and online banking payments. By providing information at the checkout, you accept the terms and conditions of Paytrail Oyj (Innova 2, Lutakonaukio 7, 40100 Jyväskylä). By clicking the “Buy” button, you accept the general terms and conditions of Luonkos Finland Oy Ltd.

Order and payment confirmation

Once we’ve received your order, we will immediately email you an order confirmation showing your order details. Always check the contents of the order confirmation. If you have any questions, please contact our customer service postitus@luonkos.fi immediately. Save your order confirmation in case you need to contact our customer service. When dealing with customer service, always keep any possible order number available. Always check that the contents of the package match the products on the order confirmation. You can contact our customer service with the following information.

Matters related to consumer orders


postitus@luonkos.fi

Matters related to retailers' invoicing



laskutus@luonkos.fi

Delivery methods and costs


You can choose from the following delivery options:

Matkahuolto Lähi parcel €4.40
Postal parcel (to a pick-up location or a kiosk) €4.40
Home delivery €9.90


When ordering with more than 80 euros, you get a free delivery to a pick-up location!

Delivery costs include both shipping and packaging. From the delivery methods used at the checkout, you can choose the option that suits you best, and you’ll see the exact delivery costs. You can pick up your order for the following locations:

  • Luonkos & Friends eco shop in Turku: Tue-Fri 11 AM to 5 PM
  • Our Factory Outlet in Naantali: Thu-Fri noon to 4 PM, Sat 10 AM to 2 PM

Pick-up locations are closed on bank holidays. We do our best to keep any exceptional opening hours up to date.

Delivery time

Our most common delivery times to Finland vary depending on the order and delivery method. We strive to deliver the products as fast as possible within 1-3 business days from placing your order. Our products are hand-made, and small delays may occur if there are many orders in queue. We’ll state any exceptions to delivery time estimates when the shopping cart has out-of-stock products, and we will also notify you of any delays or changes immediately after ordering. We are not responsible for delays caused by a force majeure or any indirect inconvenience caused by delays. The online store informs about exceptional delivery times on its site.

Terms of return

Cancellation right

You have the right to cancel this agreement within 14 days without the need to state a reason. The time limit forthe cancellation ends in 14 days from receiving the ordered shipment. To redeem you cancellation right you need to inform us of your decision to cancel the agreement in an unambiguous way (for instance by letter or by email). You’ll find our contact information from the bottom of this page.

To meet the cancellation time limit it's sufficient if you send your notice of the cancellation before the cancellation period ends.

Unredeemed package

Failing to redeem does not mean returning or cancellation. For an unredeemed package that has been returned to the sender, we’ll charge the delivery cost of €5.95.

Issues

Should a product getlost or damaged during the delivery or it's in other ways not what you ordered, you need to notify us of the fault within 14 days in writing by email or by calling us – you’ll find the contact information from the bottom of the page. If the package is clearly damaged during the delivery, you need to immediately file a complaint with the delivery company of your chosen method of shipment.

Subscribe to a love letter

Subscribe to Luonkos newsletter and be among the first to hear about new product launches, events, and offers.