{"id":21765,"date":"2021-11-20T12:39:48","date_gmt":"2021-11-20T10:39:48","guid":{"rendered":"https:\/\/hikipanta.fi\/?page_id=21765"},"modified":"2024-11-27T14:44:49","modified_gmt":"2024-11-27T12:44:49","slug":"faq","status":"publish","type":"page","link":"https:\/\/hikipanta.fi\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"
\n
\n

\n FREQUENTLY ASKED QUESTIONS\n <\/h2>\n

Here are some answers to questions frequently asked. If you cannot find an answer to question bothering you, please be in contact with out customer service at asiakaspalvelu@hikipanta.fi<\/a>.<\/p>\n\n

\n
\n
\n

\n WHAT IS THE DELIVERY TIME FOR MY ORDER?\n <\/h3>\n <\/i>\n <\/div>\n
\n

Almost all of our products are made on-demand starting from receiving your order. Thus delivery time for your products is approximately 5-10 working days. Processing time for the order takes 1-5 working days and shipping normally also takes 1-5 working days. Be prepared that it takes at least 5 working days for receiving the products from the moment you have placed your order.\u00a0Varaudu siis ainakin 5 ty\u00f6p\u00e4iv\u00e4n toimitusaikaan.<\/b><\/p>\n

Delivery time may vary product by product and on such products processing and shipping estimate is indicated on the product pages.\u00a0<\/b>ja t\u00e4ll\u00f6in k\u00e4sittely- ja toimitusaika-arvio ilmoitetaan tuotesivuilla.<\/p>\n

If the products of your order have different delivery time estimates, the order will be delivered according to the product with the longest delivery time.<\/p>\n

Delivery time estimates are prepared based on the information received from our logistical partners. Hikipanta or its logistics partners are not responsible for delays caused by unforeseeable changes outside of their influence.<\/p>\n

We reserve the right for possible delays caused by the supplier and Posti (and it\u00b4s 3rd party delivery partners). We also reserve the right for longer delivery times during holidays and campaigns.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n CAN PRODUCTS BE CHANGED AND\/OR RETURNED?\n <\/h3>\n <\/i>\n <\/div>\n
\n

Every product purchased from hikipanta.fi or its vendor sites are made to the customers' order.\u00a0That is why we wish that the customer considers carefully for example the size of the product that they purchase before making an order.<\/strong>\u00a0 Clothing size tables can be consulted on the products' webpage.<\/p>\n

If you want more information of the products, for example their size charts, please be in contact with our customer service by e-mail at\u00a0asiakaspalvelu@hikipanta.fi<\/a>. With fewer wrong purchases, we wish to make our customers' life easier and also reduce product loss which causes unnecessary environmental waste.<\/p>\n

You have a right of return for your product \/ products. Returned product cannot be used, customed in any way or have been washed. If the product was delivered to you in packaging, the product should be returned in its' original packaging.<\/p>\n

Our products have a paid return.<\/strong>\u00a0We charge 5 \u20ac as a fee for returns.\u00a0Our products do not have the right of exchange.<\/strong>\u00a0If you want a new product to replace the one you returned, you can place a new order.<\/p>\n

In the case of returning the whole order, we refund the price of the products but not shipping costs. In addition we will deduct from the amount we reimburse 5 \u20ac as return fee.<\/p>\n

If only some products of the order are returned, we refund the price of the products but not shipping costs. In addition we will deduct from the amount we reimburse 5\u20ac as return fee.<\/p>\n

Product returns damaged due to insufficient packing (on behalf of the customer) are not covered<\/p>\n

by the right of return.<\/p>\n

 <\/p>\n

An uncollected packet does not constitute a cancellation of the order. The customer should beforehand contact us by e-mail\u00a0asiakaspalvelu@hikipanta.fi<\/a>\u00a0to inform us of the possible return.<\/p>\n

You may return products you ordered within 14 days.
\n<\/strong><\/p>\n

Joulunajan palautusoikeus: 15.11.-31.12.2024 aikana ostetuilla tuotteilla palautusoikeus on voimassa 31.1.2025 asti! <\/strong><\/p>\n

We process the return when the package has been arrived to our warehouse in Espoo, Finland.<\/p>\n

In cases of return, a refund will be made with the same payment method that customer has used to make the original payment. Not as a bank transfer, for example.<\/p>\n

Return instructions:<\/b><\/p>\n

If you want to return your product\/products, please be in contact with our customer service at\u00a0asiakaspalvelu@hikipanta.fi<\/a>. Title the message with \"product return\" and you order number.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n WHAT DOES DELIVERY COST?\n <\/h3>\n <\/i>\n <\/div>\n
\n

Depending on delivery method, delivery costs 5,90-44,90 \u20ac. Cost of delivery for your order is indicated on online stores' checkout.<\/p>\n

Delivery within Finland is free on orders over 100 \u20ac.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n HOW DO I KNOW WHICH SIZE IS CORRECT?\n <\/h3>\n <\/i>\n <\/div>\n
\n

The product pages include size tables for most products from where you can find the armpit-to-armpit measurement and the shoulder-to-hem measurement of the different sizes of the product. You can also ask for help choosing a size by email at\u00a0asiakaspalvelu@hikipanta.fi<\/a>.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n HOW WILL MY ORDER BE DELIVERED?\n <\/h3>\n <\/i>\n <\/div>\n
\n

We deliver your order by Posti or other transport service to your nearest and most suitable Posti pick-up point from where you can pick up your package. You have 7 days to pick up the package from the post office (pickup point).<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n I HAVE QUESTIONS ABOUT MY ORDER, WHAT SHALL I DO?\n <\/h3>\n <\/i>\n <\/div>\n
\n

Contact our customer service by email at\u00a0asiakaspalvelu@hikipanta.fi<\/a>\u00a0Please include your order number in the title of the message.\u00a0You can find your order number from the order confirmation sent to you by email<\/b>.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n HOW DO I GET INFORMATION ON THE PROGRESS OF MY ORDER?\n <\/h3>\n <\/i>\n <\/div>\n
\n

When you have placed and paid for your order, you will get an order\u00a0confirmation by email<\/b>. You also get a delivery confirmation by email when the package has been sent from our warehouse.\u00a0Delivery confirmation message includes a tracking code<\/b>\u00a0that you can use to follow the progress of the shipment.\u00a0You will get an confirmation message when your delivery is ready for pickup at the local pickup point.<\/b>For more information, you can contact our customer service at\u00a0asiakaspalvelu@hikipanta.fi<\/a>.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n MY DELIVERY HAS GONE MISSING, WHAT SHOULD I DO?\n <\/h3>\n <\/i>\n <\/div>\n
\n

If your order has been lost during transport, please be in contact with our customer service at\u00a0asiakaspalvelu@hikipanta.fi<\/a>, so that we make inquiries and a clarification request to the logistics company.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n CAN I CANCEL MY ORDER?\n <\/h3>\n <\/i>\n <\/div>\n
\n

In case of possible\u00a0delivery delays<\/b>\u00a0you have the right to cancel your purchases,\u00a0provided that your order has not yet been sent<\/b>. We cannot cancel the delivery and it will be delivered to your mail box or to post office from where you can pick up your order within 7 days.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n PRODUCT I ORDERED HAS A FAULT, WHAT SHOULD I DO?\n <\/h3>\n <\/i>\n <\/div>\n
\n

We take responsibility that our products are in flawless condition at the time of delivery. If you have received a faulty product or you suspect that you have received a faulty product, please contact us here or by email at asiakaspalvelu@hikipanta.fi.\u00a0As a title, write \"Product complaint\" and your order number. As a message write a brief statement of the nature of the product defect.<\/strong>\u00a0As an attachment also send a picture of the reason for the complaint.<\/p>\n

Discolored products are not treated as a complaint<\/b>, as it is considered normal wear and tear, provided that the products were not discolored at the moment of receiving them.<\/p>\n

In some of cases of complaint we will ask to send the product back to us. Appropriate protection and packaging of the product for the return are responsibility of the customer. Product returns damaged due to insufficient packaging on behalf of the customer are not covered by the right of return.<\/p>\n

In cases of product defects, it is required that the product is unused and absolutely in new condition and that the stickers and any labels are included.<\/p>\n

Images on our website are only and approximate preview of the final product. We reserve the right for slight deviations. The colors and the patterns of the product images can be experienced differently on different monitors. Therefore, misleading colour is not considered as a valid reason for a complaint.<\/p>\n\n <\/div>\n <\/div>\n

\n
\n

\n ARE PRODUCTS THAT I ORDERED COVERED BY WARRANTY?\n <\/h3>\n <\/i>\n <\/div>\n
\n

Our liability for errors is determined by applicable law. If you notice a defect in your products, please be contact to our customer service even if the 14 days return time has expired.<\/p>\n

We are responsible for all errors that were in the product when you received it, even in cases a fault is noticed at later time. However you should inform us of the fault in reasonable time after you have noticed it.<\/p>\n

Warranty covers manufacturing and material defects. Normal wear and tear is not covered by the warranty, nor is damages caused by outside factors, such as accidents or use of the product contrary to care instructions or instructions for use.<\/p>\n

Following items should be attached to return under warranty:<\/p>\n