Delivery Terms
These delivery terms are valid from August 10, 2026.
General information
Products are sold by Huopatehdas Johanna Alho, Business ID: 2752457-6. We sell to private persons of legal age. Prices include applicable VAT within the EU. For more information on taxes and duties outside the EU, please see the section “Customs & taxes”. We reserve the right to change prices and shipping costs.
Orders are placed through our online store at finnishfeltfactory.com. An order confirmation will be sent automatically by email after the order has been placed. A binding agreement is formed when the order confirmation has been sent to the customer. By placing an order, the customer agrees to the delivery terms in effect at the time of the order.
Production & delivery time
As our products are made to order in our own factory in Finland, delivery times include both production and shipping.
The production time is typically 2–8 business days. Shipping time varies depending on the destination country and selected delivery method.
During busy periods (such as Christmas or seasonal campaigns), production and delivery times may be longer. We will inform customers separately of any extended production times.
For pre-order items, an estimated delivery time is shown on the product page. If an order includes both pre-order and regular items, the order will be shipped once all products are ready.
If you need your order urgently, please contact us and we will do our best to prioritize your order when possible.
Payment methods
Depending on the destination country, available payment methods may include:
- Card payments
- Mobile payments
- Invoice
- Installment payments
- PayPal
- Advance payment by bank transfer
The payment methods available for your order are shown at checkout. Payments may be processed through Paytrail, Klarna, PayPal, or another payment service provider available at checkout.
Payments made through a payment service provider may also be subject to the applicable terms and conditions of the selected provider. These terms will be made available when the payment method is selected.
Advance payment by bank transfer
If advance payment by bank transfer is selected, payment instructions will be provided separately. Payment must be made within 5 days. Once the payment has been received in our bank account, the order will be added to the production queue. The applicable production time begins at that point. Shipping time is added to the production time.
If payment is not received within 5 days, the order may be canceled.
Payment Service Provider
Paytrail Plc acts as a collecting payment service provider and is an authorized payment institution. Paytrail Plc will be shown as the recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For complaints, please contact the website where the payment was made.
Paytrail Plc
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181 830
Business ID 2122839-7
paytrail.com/en/consumer/information-about-paying
Shipping & delivery
Shipping methods
We offer delivery via selected carriers such as UPS and PostNord. Available delivery options are shown at checkout based on your location.
Shipping costs
Shipping costs are calculated at checkout based on the destination country and selected delivery method.
Tracking
Once your order has been shipped, you will receive a tracking number by email or SMS. You can use it to follow your shipment online.
Delivery issues
If the recipient is unavailable, the carrier may attempt redelivery or take the parcel to a local collection point. If the parcel is not collected within the carrier’s collection period, it may be returned to us.
Please ensure that the delivery address and contact details are correct. We are not responsible for delivery issues caused by incorrect or incomplete information.
If a shipment is returned to us due to failed delivery or non-collection, we reserve the right to charge the actual shipping and return costs.
If a shipment is lost during transport, please contact us. We will arrange a replacement delivery or provide another appropriate solution.
Customs & taxes
Prices include VAT within the EU.
For orders outside the EU, import duties, taxes and possible handling fees may apply upon arrival in the destination country. These charges are not included in our prices and are the responsibility of the customer.
Order cancellation
If you wish to cancel your order before it has been shipped, please contact us as soon as possible. If production has not yet started, we can usually cancel the order immediately.
If production has already started, the withdrawal rights described in the “Returns & exchanges” section below continue to apply to products that are eligible for return. The right of withdrawal does not apply to products made to the customer’s specifications or clearly personalized, such as products personalized with a name.
Returns & refunds
Returns & exchanges
You have the right to withdraw from your purchase within 30 days without giving a reason. The withdrawal period begins on the day you, or a person designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must notify us of your decision within the 30-day period, for example by emailing contact@finnishfeltfactory.com. You must return the products within 14 days after notifying us. We will provide return instructions after receiving your notice.
Customers may inspect products in the same way as they would in a physical store. If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, the customer is responsible for any resulting reduction in value. We may deduct an amount corresponding to this reduction in value from the refund.
The right of withdrawal does not apply to products made to the customer’s specifications or clearly personalized, such as products personalized with a name.
How to return a product
Notify us of your return by emailing contact@finnishfeltfactory.com. We will then provide the return address and instructions. Send the product back within 14 days after notifying us.
You may choose the return shipping method. You are responsible for arranging the return and paying the direct return shipping costs. We recommend using a trackable shipping method and retaining proof of return until your refund has been completed.
How to exchange a product
We do not process direct exchanges. If you would like a different product, size or color, return the original product following the instructions above and place a new order in our online store.
You are responsible for the cost of returning the original product. The new order is paid for separately and is subject to the prices, availability and shipping costs shown at checkout.
These return and exchange conditions apply to international orders. For orders within Finland, please see our Finnish delivery terms.
Unclaimed shipments
An unclaimed shipment is not the same as a return. If a customer fails to collect their order, we reserve the right to deduct the actual shipping and return costs from the refund.
Refunds
We will issue the refund without undue delay and no later than 14 days after receiving your notice of withdrawal. We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first. Refunds are made using the original payment method unless otherwise expressly agreed.
If the entire order is returned, the original standard delivery costs will also be refunded. If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, the additional cost will not be refunded.
Other conditions
Force majeure
We are not liable for damages caused by an unforeseeable event beyond our reasonable control, the consequences of which could not reasonably have been avoided or overcome. This does not affect the customer’s statutory rights in the event of delayed or non-performance.
Problems and defective products
If your order is visibly damaged upon delivery, please document the damage and notify us as soon as reasonably possible. We also recommend notifying the carrier.
Please contact us if any product is damaged, defective, incorrect or missing.
We reserve the right to update these delivery terms. Each order is subject to the delivery terms in effect at the time the order is placed.
These terms are governed by the laws of Finland. However, this choice of law does not deprive consumers of any mandatory rights they may have under the laws applicable to them.
Contact
If you have any questions regarding your order or these delivery terms, please contact us at contact@finnishfeltfactory.com.