Delivery Terms
These delivery terms are valid from March 25, 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 finnishfeltfactory.com. An order confirmation will be sent automatically by email after purchase. A binding agreement is formed once the order confirmation has been sent to the customer by email. By placing an order, the customer agrees to our current delivery terms.
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.
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 or the parcel is not collected, the shipment will be handled according to the carrier’s local policies.
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, we will arrange a replacement delivery.
We are not responsible for delays caused by the carrier or circumstances beyond our control.
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.
Returns & refunds
Returns & exchanges
Products can be returned or exchanged within 30 days of delivery.
Please contact us at contact@finnishfeltfactory.com before returning any items. Return instructions will be provided after contacting us.
The returned product must be unused, in original condition and with all tags attached.
Certain products (such as customized items or hygiene products if opened) may not be eligible for return or exchange.
If the returned product is not in original condition, we reserve the right to reduce the refund accordingly. We reserve the right to refuse a return if the product does not meet our return conditions.
These return and exchange conditions apply to international orders.For orders within Finland, please see our Finnish delivery terms for more detailed information..
Exchanges
If you would like to exchange an item, you can return the original product using a shipping method of your choice and place a new order.
Return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping method for returns.
Returns
If you wish to return a product, please send the item back to us.
Return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping method.
We are not responsible for items lost during return shipping, whether the return is made for a refund or an exchange.
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
Refunds are processed within approximately 5 business days after the returned items have been received and inspected.
The refund will be issued using the original payment method. If the entire order is returned, the original shipping costs will also be refunded. We refund delivery costs based on the least expensive available delivery method, even if a more expensive option was selected.
Order cancellation
An order can be cancelled if it has not yet entered production. Once production has started, cancellation is no longer possible and normal return conditions apply.
Other conditions
Force majeure
We are not responsible for delays or damages caused by circumstances beyond our control.
Problems and defective products
If the parcel is visibly damaged upon delivery, please report it immediately to the selected carrier, as this is required for handling damage claims.
Please also contact us as soon as possible if your order is damaged during delivery or incorrect. We will resolve the issue by sending replacement products or offering another appropriate solution.
Any claims regarding damaged or missing items should be made within 30 days of delivery.
We reserve the right to update these delivery terms. Customers are responsible for reviewing the terms before placing an order.
These terms are governed by the laws of Finland.
Contact
If you have any questions regarding your order or these delivery terms, please contact us at contact@finnishfeltfactory.com.