Shipping Policy
Free shipping in Estonia and Latvia orders over €120
The terms of delivery of this online store apply only to deliveries to Estonia and Latvia. The prices of the products displayed in the online shop are shown in euros and include VAT. We reserve the right to make changes to product information, prices, selections, and terms of delivery in order to improve our online shop. In the event of obvious errors in the price or product details on the website, we are not obliged to deliver the products in accordance with the incorrect information.
Once an order has been received, a confirmation message will be sent to the e-mail address provided by the customer in connection with placing the order. A message will also be sent to the customer after the order has been processed at our warehouse.
Orders are usually processed at our warehouse within 1–7 weekdays of us receiving and accepting the order, after which the product will be shipped. By a completed order, we mean an order in which all of the products are at our warehouse and reserved for the order, and the payment method for the order has been approved. The parcel will be displayed in the transport company’s tracking system within 1–3 days after the order has been processed. You can track the progress of the delivery from the follow-up link in the delivery confirmation.
Delivery to Estonia and Latvia
Orders will be shipped to the address that you have given in connection with your order. Our transport companies include Posti Baltics and Postnord. Delivery options include delivery to a parcel locker, delivery to service point and home delivery.
Shipping costs are €7.99 to service point or parcel lockers and €11.99 for home delivery. Free shipping on orders over €120.
Please note that during peak times, such as before Christmas and during the Black Friday campaign, the selected pick-up point may be full and the transport company will have to take the shipment to an alternate pick-up point instead of the original pick-up point. In particular, the most popular pick up points can easily fill up, in which case some of the shipments addressed to them have to be taken to a reserve pick-up point near the machine. The large size of the package can also change the pick-up point, because large packages may not fit in the machine. So you should also pick up the packages as soon as possible, so that space is freed up at the pick-up point for the following packages.
Return policy
Free 14-day return policy
All Kuoma products have a 14-day return policy. Product exchanges are currently not possible. Returning the product is free of charge to the customer, but the original shipping costs will not be refunded. In order for us to be able to process, approve, and refund the return, we kindly ask you to carefully review our return policy. If you are having any problems with the return, or have any questions, please contact the online shop’s customer service by sending a message to kuomashop@kuoma.fi or by calling us at tel. +358 15 415 1100 on weekdays 10 am–2 pm EET.
Instructions for returning products:
1. Carefully fill out the return form provided with the parcel.
2. Pack the products in the original packaging in which they were delivered to you. Make sure that any tags and other product information are still attached to the products. Enclose the return form in the box and close the parcel.
3. Tape the return consignment note that you received with your order on top of the parcel.
4. If your order was shipped by Postnord, please return the parcel to a Postnord service point. Parcels received through Posti Baltic, read more information below.
5. Keep the return receipt that you are given at the outlet. This receipt proves that you have returned the product.
More information about Posti Parcel Baltics Return: Packages must be dropped off at an Itella service point. The nearest service points are here: https://itella.ee/en/private-customer/parcel-locker-locations/
Read more information how to return (Baltic countries): https://itella.ee/en/how-to-return-your-parcel/
The customer has the right to return the product within 14 days after receiving the product. However, the right of return does not exist if the product has been used or if the return is made after the above-mentioned period of time. All actions with the exception of opening of the product packaging as well as inspecting and fitting the product in a customary manner shall be considered as using the product.
Failing to pick up a delivery is not considered the same as returning the product. If the customer does not pick up their parcel in time (within 7 days with Posti Baltics or Postnord), the parcel will be sent back to Kuomiokoski Oy. The customer will be charged €20 for any uncollected parcels. This fee consists of the delivery, restorage, and other actual costs. The fee will be deducted from the refund made to the customer.
Product exchanges are currently not possible. If the customer wants to exchange a product, the product must be returned and the customer must place a new order. The price of the returned product will be refunded in accordance with the payment method. However, please note that the original shipping costs will not be refunded.