Customer service
Frequently asked Questions
HOW DO I MAKE A REFUND?
1. In return and exchange situations, please always contact us first by e-mail myymala@lastenhuone.fi.
In your notification, please kindly indicate:
- The reason for the return (if damaged or incorrect product)
- Subscriber identification information (name / order number)
- Do you just want to return the product or exchange it for another color or size.
2. Pack the returned product(s) carefully, preferably using the same packaging in which it was delivered. The product to be returned must be absolutely unused and in its original packaging. The product to be returned must have any tags and seals in place and must be salable.
3. We give the customer a PostNord return form, which the customer must carefully tape to the package. The sales packaging of the product must be protected, and, for example, customer return labels from the post office must not be affixed directly to the sales packaging.
4. Return the package to the distributor indicated on the return label.
5. Returns to our Iso Omena store are always free of charge. Return address: Lastenlife, Big Apple 2nd floor, Piispansilta 11, 02230 Espoo
6. Keep the return receipt you received from the distributor until you have received your refund from us. Our normal processing time for returns is around 16-18 days.
7. Once the return has been processed and approved, the value of the returned products will generally be returned to you using the same payment method you used when ordering.
In your notification, please kindly indicate:
- The reason for the return (if damaged or incorrect product)
- Subscriber identification information (name / order number)
- Do you just want to return the product or exchange it for another color or size.
2. Pack the returned product(s) carefully, preferably using the same packaging in which it was delivered. The product to be returned must be absolutely unused and in its original packaging. The product to be returned must have any tags and seals in place and must be salable.
3. We give the customer a PostNord return form, which the customer must carefully tape to the package. The sales packaging of the product must be protected, and, for example, customer return labels from the post office must not be affixed directly to the sales packaging.
4. Return the package to the distributor indicated on the return label.
5. Returns to our Iso Omena store are always free of charge. Return address: Lastenlife, Big Apple 2nd floor, Piispansilta 11, 02230 Espoo
6. Keep the return receipt you received from the distributor until you have received your refund from us. Our normal processing time for returns is around 16-18 days.
7. Once the return has been processed and approved, the value of the returned products will generally be returned to you using the same payment method you used when ordering.
DO YOU PAY FOR A RETURN?
If the product has a manufacturing defect, the return is free of charge for the customer. If the customer wants to exchange the product for a new one, we will send the replacement product free of charge via home delivery.
If there is no manufacturing defect, the return costs will be deducted from the products you return.
If the customer wishes, he can return the product through another transport company, in which case the cost remains with the customer.
Note! If a discount code has been used in the order, the use of which includes a certain condition (e.g. a certain purchase amount) and the condition is not met after the return, we will remove the discount from the order. '
Returns to our Iso Omena store are always free of charge.
If there is no manufacturing defect, the return costs will be deducted from the products you return.
If the customer wishes, he can return the product through another transport company, in which case the cost remains with the customer.
Note! If a discount code has been used in the order, the use of which includes a certain condition (e.g. a certain purchase amount) and the condition is not met after the return, we will remove the discount from the order. '
Returns to our Iso Omena store are always free of charge.
WHEN WILL MY RETURN BE REFUNDED?
Processing of returns usually takes about 2-3 weeks before the refund is issued.
Week 1: The return package is left with the distributor and arrives at the distribution terminal.
Week 2: The return arrives at our warehouse for processing.
Week 3: The refund is processed and a refund receipt is sent by email.
The refund usually appears in your account in 2-5 banking days, in rare cases in 10 banking days. This depends on the payment method you choose and the bank.
The money will be returned to the original payment method, the postage fee will be added to the amount to be returned if you return all the products you ordered
Week 1: The return package is left with the distributor and arrives at the distribution terminal.
Week 2: The return arrives at our warehouse for processing.
Week 3: The refund is processed and a refund receipt is sent by email.
The refund usually appears in your account in 2-5 banking days, in rare cases in 10 banking days. This depends on the payment method you choose and the bank.
The money will be returned to the original payment method, the postage fee will be added to the amount to be returned if you return all the products you ordered
WHEN SHOULD I FINALLY MAKE A RETURN?
The return must be submitted to the distributor within 30 days, starting from the day you received your order.
WHAT IS THE DELIVERY TIME OF THE ORDER？
We try to send products ordered from our online store on weekdays within 24 hours! If there are problems with availability, we will notify you as soon as possible.
If you order the product/products to be picked up from the store, we aim to inform you that the order can be picked up on the same or the next business day.
If your order contains products that are ordered separately from the supplier (advance order) or the product is coming to the warehouse on a later confirmed date, we primarily expect that all the products in the order can be delivered from our warehouse at once. If you want the order delivered in parts, please contact our customer service.
If your order is more urgent than usual, please contact our customer service by phone. We want to serve our customers as well as possible.
We effectively reuse the cardboard packaging that arrives to us, so the product you ordered may be packed in a different brand of packaging than the product you ordered. Please open the package and check the contents after receiving the order.
During promotional periods, the transmission time may be longer than normal.
Please note that furniture orders may have a longer processing time in our warehouse.
Stock balance: Store & Online store
The stock status of all products is always shown on the product's order page (product card).
In the product information, you can also see store-specific availability;
What the different labels mean:
"Add to Cart" The product is in stock.
"Pre-order" We order the order products separately from the supplier and send the order within about 1-30 days. If the delivery time is longer than 30 days, we will try to notify you as soon as possible after receiving the information.
"Sold out" The product is sold out and will not be added to our stock.
Delivery method options:
The delivery time is an estimate and starts when the order has left our warehouse for delivery. When your order has been shipped, you will receive an order confirmation and a receipt by e-mail.
Pickup from a PostNord branch
- Normal delivery time 1-3 business days.
- Free delivery for orders where the total amount of products exceeds €49, otherwise €5.90.
- Your order will be delivered to the PostNord pick-up point or box of your choice at our checkout.
- Furniture cannot be sent to Postnord's collection point due to the size.
PostNord home delivery
- Normal delivery time 2-5 business days.
- Delivery cost of €14.90 will be added to the total amount of your order. Excluding large-sized products, such as furniture.
PostNord home delivery of large furniture products
- Normal delivery time 2-5 business days.
- Delivery costs of €14.90 - €98.00 will be added to the total amount of your order.
It is important for the customer to check the furniture immediately upon receiving it for possible transport damage. If you notice any problems, inform the driver immediately upon receiving the goods. If no damage is detected and you receive the furniture, it means that the customer has not found any problems during their transport. Liability for damage to the goods is transferred to the customer at the time of delivery.
If you order the product/products to be picked up from the store, we aim to inform you that the order can be picked up on the same or the next business day.
If your order contains products that are ordered separately from the supplier (advance order) or the product is coming to the warehouse on a later confirmed date, we primarily expect that all the products in the order can be delivered from our warehouse at once. If you want the order delivered in parts, please contact our customer service.
If your order is more urgent than usual, please contact our customer service by phone. We want to serve our customers as well as possible.
We effectively reuse the cardboard packaging that arrives to us, so the product you ordered may be packed in a different brand of packaging than the product you ordered. Please open the package and check the contents after receiving the order.
During promotional periods, the transmission time may be longer than normal.
Please note that furniture orders may have a longer processing time in our warehouse.
Stock balance: Store & Online store
The stock status of all products is always shown on the product's order page (product card).
In the product information, you can also see store-specific availability;
What the different labels mean:
"Add to Cart" The product is in stock.
"Pre-order" We order the order products separately from the supplier and send the order within about 1-30 days. If the delivery time is longer than 30 days, we will try to notify you as soon as possible after receiving the information.
"Sold out" The product is sold out and will not be added to our stock.
Delivery method options:
The delivery time is an estimate and starts when the order has left our warehouse for delivery. When your order has been shipped, you will receive an order confirmation and a receipt by e-mail.
Pickup from a PostNord branch
- Normal delivery time 1-3 business days.
- Free delivery for orders where the total amount of products exceeds €49, otherwise €5.90.
- Your order will be delivered to the PostNord pick-up point or box of your choice at our checkout.
- Furniture cannot be sent to Postnord's collection point due to the size.
PostNord home delivery
- Normal delivery time 2-5 business days.
- Delivery cost of €14.90 will be added to the total amount of your order. Excluding large-sized products, such as furniture.
PostNord home delivery of large furniture products
- Normal delivery time 2-5 business days.
- Delivery costs of €14.90 - €98.00 will be added to the total amount of your order.
It is important for the customer to check the furniture immediately upon receiving it for possible transport damage. If you notice any problems, inform the driver immediately upon receiving the goods. If no damage is detected and you receive the furniture, it means that the customer has not found any problems during their transport. Liability for damage to the goods is transferred to the customer at the time of delivery.
WHAT IS THE PRICE OF THE ORDER？
Pickup from a PostNord branch
- Normal delivery time 1-3 business days.
- Free delivery for orders where the total amount of products exceeds €49, otherwise €5.90.
- Your order will be delivered to the PostNord pick-up point or box of your choice at our checkout.
- Furniture cannot be sent to Postnord's collection point due to the size.
PostNord home delivery
- Normal delivery time 2-5 business days.
- Delivery cost of €14.90 will be added to the total amount of your order. Excluding large-sized products, such as furniture.
PostNord home delivery of large furniture products
- Normal delivery time 2-5 business days.
- Delivery costs of €14.90 - €98.00 will be added to the total amount of your order.
- Normal delivery time 1-3 business days.
- Free delivery for orders where the total amount of products exceeds €49, otherwise €5.90.
- Your order will be delivered to the PostNord pick-up point or box of your choice at our checkout.
- Furniture cannot be sent to Postnord's collection point due to the size.
PostNord home delivery
- Normal delivery time 2-5 business days.
- Delivery cost of €14.90 will be added to the total amount of your order. Excluding large-sized products, such as furniture.
PostNord home delivery of large furniture products
- Normal delivery time 2-5 business days.
- Delivery costs of €14.90 - €98.00 will be added to the total amount of your order.
HOW DO I MAKE A CLAIM?
We are sorry to hear that the product has been faulty.
All complaints related to the order or delivery must be sent within seven (7) days of receiving the order to the address: myymala@lastenhuone.fi
In handling complaints and issues requiring maintenance during the use of the product, please contact the address: info@lastenhuone.fi
In order to be able to assess the fault quickly, we recommend that you make a complaint according to the instructions below, so that we can help you easily:
1. When did you notice the error.
2. Describe the fault in as much detail as possible and how the fault occurred (cause).
3. Take one photo where the product is clearly visible in its entirety and one photo of the defect itself.
Once we have received the exact description and pictures, we will process your complaint as soon as possible. You will receive a pre-paid return label in case we need the product back.
Your purchase is covered by the Consumer Protection Act. This means that, according to the Consumer Protection Act, the consumer has time to report the error within two months of discovering the error, so that you can get the defective product either replaced, repaired, refunded or a price reduction depending on the situation. The condition is that the complaint is justified and that the defect is not due to improper use of the product. We recommend that you stop using the product while the matter is being processed.
It is important for the customer to check the furniture immediately upon receiving it for possible transport damage. If you notice any problems, inform the driver immediately upon receiving the goods. If no damage is detected and you receive the furniture, it means that the customer has not found any problems during their transport. Liability for damage to the goods is transferred to the customer at the time of delivery.
All complaints related to the order or delivery must be sent within seven (7) days of receiving the order to the address: myymala@lastenhuone.fi
In handling complaints and issues requiring maintenance during the use of the product, please contact the address: info@lastenhuone.fi
In order to be able to assess the fault quickly, we recommend that you make a complaint according to the instructions below, so that we can help you easily:
1. When did you notice the error.
2. Describe the fault in as much detail as possible and how the fault occurred (cause).
3. Take one photo where the product is clearly visible in its entirety and one photo of the defect itself.
Once we have received the exact description and pictures, we will process your complaint as soon as possible. You will receive a pre-paid return label in case we need the product back.
Your purchase is covered by the Consumer Protection Act. This means that, according to the Consumer Protection Act, the consumer has time to report the error within two months of discovering the error, so that you can get the defective product either replaced, repaired, refunded or a price reduction depending on the situation. The condition is that the complaint is justified and that the defect is not due to improper use of the product. We recommend that you stop using the product while the matter is being processed.
It is important for the customer to check the furniture immediately upon receiving it for possible transport damage. If you notice any problems, inform the driver immediately upon receiving the goods. If no damage is detected and you receive the furniture, it means that the customer has not found any problems during their transport. Liability for damage to the goods is transferred to the customer at the time of delivery.