Ordering and deliveries

1. Ordering

How do I place an order?

  1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
  2. If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart.
  3. Click ‘Go to checkout'.
  4. Enter your shipping and billing details. Then choose your preferred bank card as payment method (both debit and credit card).
  5. Click ‘Go to payment’ to complete your order with our secured payment.
  6. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.

Can I order by phone?

We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Service.

Can I cancel my order?

We have an automated system that prepares your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact Customer Service. Kindly have your order number ready (located in the order receipt and confirmation emails). If you are unable to cancel your order, there’s a 14 day return period. For more information about returns, please go to “Can I return products that I ordered?” section.

Can I change the shipping or billing address after placing an order?

Changes to delivery address can be made, however changes of country is not possible. Please contact customer service for support. Billing address can not be changed.

Can I remove products after placing an order?

Unfortunately, we’re unable to add or remove products once an order has gone through. Please contact Customer Service to make changes to your order. Also, our return policy allows you 14 days to return a product.

Where can I find information about corporate responsibility?

You can read about Fiskars Finland corporate responsibility here.

2. Payments

Which payment options are available?

We accept following payment methods:

  • VISA (debit & credit card)
  • Mastercard (debit & credit card) 

Why won’t my payment go through?

If your payment is unsuccessful, please check the following:

  • Did you enter your card and billing details correctly?
  • Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
  • Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?

If the problem persists, please contact your bank.

How do I know my details are safe?

When you place an order, we process it using a secure server which encrypts your information before it's transmitted.

We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure.

We process your payment and registration information confidentially.

We follow strict security procedures when storing and using your information to prevent unauthorised access.

For more information on how we collect and process your information, view our Privacy Policy.

3. Shipping and Deliveries

How long will my delivery take and what does it cost?

We offer standard delivery (details below). Note that last time a Moomin’s Day special mug was released the demand was huge. A great interest is expected this year as well and that might cause delays in the delivery time. We expect a delivery time of 5 - 14 days.

Standard delivery

Normal delivery time is 3-5 business days after it has left our warehouse. You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. For undeliverable packages, GLS will leave a note and you can pick up your delivery from a Schenker / GLS Access Point near you. You can also select a preferable Schenker / GLS Access Point during checkout, then order will be delivered directly there (UK area excluded). Schenker / GLS will provide hope delivery (Sweden excluded, delivery to access point only). 

Flat rate delivery charge of 9.90 € for international Standard delivery whatever the weight, size or value of the package.

I didn’t receive all the products I ordered, what should I do?

Please note that the products you’ve ordered may be shipped in several deliveries. If a product is out of stock, we’ll ship it as soon as it becomes available again.

Where do you deliver?

We deliver to Finland (excluding Åland), Sweden, Denmark, The Netherlands, Belgium, Germany, France, Ireland

We are not able to deliver to the following: VAT-free areas, PO Box addresses, hotels, hostels or army barracks.

How can I track the delivery of my order?

To find out where your delivery is and when to expect it, find a tracking link in your shipment notification email.

What happens if I’m not there to receive my delivery?

Home deliveries are made during business hours from Monday to Friday, excluding public holidays. For undeliverable packages, GLS will leave a note and you can pick up your delivery from a Schenker / GLS Access Point near you. Schenker / GLS Access point will store your package for 10 days.

If there's no Access Point near you or GLS was unable to leave you a note, please contact GLS to arrange a new delivery time.

If your package cannot be delivered or it is not picked up from a pick-up point, it will be returned to us. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will consider your order cancelled (even in the absence of your formal cancellation) and we will issue you a full refund, including the delivery costs.

4. Returns and Refunds

Can I return products that I ordered?

For all products ordered from our Arabia-store web store, you have a right of return and refund during a period of fourteen (14) days from the day you receive your order. You can return the products free of charge.

In case you want to return a product during the withdrawal period, please contact our Customer Service indicating that you wish to return product(s) in your order. Please indicate your name, the products you wish to return as well as the order number and date. Our Customer Service will give you further instructions on how to return the products.

You must return the products to us without undue delay. Products need to be unused.

Please pack the products carefully and place the filled return form inside the package. Attach the return label on top of the package and you can take it to the nearest Schenker / GLS Access Point. 

How long will my refund take?

As soon as we've received the product(s) back and validated the return, we'll process your refund. We'll email you when we've refunded your payment to your credit/debit card. You should receive your refund within fourteen (14) days after we receive the items.

What if the products received are damaged or incorrect?

We're sorry for the inconvenience. Please contact our Customer Service and they will assist you. Indicate your name, order number and products concerned. Attach an image of damaged products if possible. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.

5. Customer Service

email: arabiastore@iittala.com