We will send you an order confirmation by email, where you will see:

• ordered products
• shipping costs
• the total amount of the order

You can check the contents of your order through your user account on our website.

The order will be shipped within 1-2 business days. Shipping costs to Finland are 5.90 euros. For orders over 99 euros, we offer free shipping in Finland.

Deliveries will arrive within 1-2 business days after the Posti has picked up the packages from us. The packages will arrive at the pickup point you have chosen.

You can also choose “Pickup” as the delivery method, so you can pick up your order from the Jyväskylä showroom at Yliopistokatu 32 during its opening hours.

Any unusual delivery times will be announced in the “Current Events” section of the online store and in the delivery terms and conditions.

The customer has a 14-day right of exchange and return under the Finnish Consumer Protection Act. The 14 days are counted from the day the order is picked up either by Pick-up or by post. If you want to exchange the product, check the availability of the desired size in the online store. If the size is not available, send us an email at info(a)toivashop.com so that we can confirm whether an exchange is possible.

You can mail the products for exchange/return in the same package in which we sent the products to you.

Take the package to a Posti office and tell us our return code 646233 at the checkout.

Note!

The right of return applies to only unused and saleable products. We do not accept returns where the product has been washed or has clearly been used. If you return the product, please make sure that it does not get any odors, animal hair or dirt on it.

Failure to collect the parcel does not mean that the order is returned. Returning the parcel will incur additional costs for us, which are higher than normal postage. If the parcel is not collected, we will charge €10 in addition to the original postage costs and refund the remainder of the order.

We are not obligated to accept returns more than 14 days after the customer has received the product. Once the return is approved, we will register the return with Paytrail and depending on the payment method, the order amount will either be returned to your account or the invoice will be credited. In some cases, Paytrail will contact the customer directly to verify their account details – if you have made a return to us, remember to follow your email!

Note! You can also return/exchange the product at the Jyväskylä store. In this case, the return fee will not be charged.

Returns for Quantity Discount Campaigns

If a quantity discount has been applied to your order, such as a “buy 3, pay for 2” campaign, the campaign terms will be reviewed in the event of a return.

If you return one or more products included in the campaign and your order no longer meets the campaign requirements, the quantity discount will be removed. In that case, the retained products will be charged at their regular price, and the refund amount will be calculated accordingly.

Note! If you have placed an order through IVALO.COM, please return according to IVALO's return instructions.

We charge €5.90 for returns made by mail. We do not offer free returns because we have not included shipping and return costs in our product prices. Please note that the €5.90 return fee will remain on the invoice to be paid.

Once the return reaches us, we will refund the price of the returned products and the original shipping cost, minus the €5.90 return fee. If only part of the order is returned, the original shipping cost will not be refunded. If the order qualified for free shipping (orders over € 99), but the value of the order falls below this after the return, we will also deduct the original shipping costs from the refunded amount.

The first exchange per order is free for the customer, but we charge €5.90 for any subsequent exchanges for the same order. When both an exchange and a return are made for an order, the standard €5.90 return fee is charged for the return.

Failing to pick up a package from Posti does not constitute a return of the order. Returning a package to us incurs additional costs higher than standard shipping. If a package is left uncollected, we will charge the original shipping costs plus €10 and refund the remainder of the order.

Exchanges and returns made in-store are free of charge.

Returns on volume discount campaigns

If a volume discount, such as a set offer or a "buy 3, pay for 2" campaign, has been applied to the order, the terms of the discount will be reviewed in the event of a return.

If you return one or more products that were part of a campaign and your order no longer meets the campaign criteria, the volume discount will be voided. In such cases, the kept products will be charged at their regular price, and the refund amount will be calculated based on this.

You can return products within the exchange and return period by mail or directly to our brick-and-mortar store in Jyväskylä during store opening hours.

If you would like to exchange a product, please check the availability of your desired size in our online store. If the size is not available, please email us at info(a)toivashop.com so we can confirm whether an exchange is possible.

Mail the products to be exchanged or returned in the same package in which we sent them to you. Remember to cover all address information and barcodes visible on the original shipping label so that the package can be sorted correctly. Also, include the completed exchange and return form you received with your original order in the package. Take the package to a Posti service point and provide our return ID 646233 at the counter.

Alternatively, you can send your return package via a Posti parcel locker as follows:

• Register the return on the Posti website by selecting “Return with contract number”
• Enter our contract number 646233 and select "Return to locker"
• Enter your details
• Select the package size and your preferred parcel locker
• Pack the products to be returned along with the return form according to the instructions above, and write the contract number, your name, and address on the package
• Take the package to the locker of your choice within 14 days and use the Helposti code you received.

Please note that failing to pick up a package does not constitute a return of the order. Returning a package to us incurs an additional cost higher than standard shipping. If a package is left uncollected, we will deduct €10 from the refund in addition to the original shipping costs, and refund the remainder of the order.

Claims

Our garments are handmade, so manufacturing defects are possible. We always investigate claims individually with our manufacturer in order to trace the defect.

In case of a claim, please contact us as soon as possible via email at info(a)toivashop.com. In your message, please include your order number and the name of the customer. Please attach photos of the defect in the product and the four-digit production batch number found under the product's wash label.

We compensate for each defective product individually, depending on the defect, either with a new product or a refund. If we exchange the product for a new one or refund the full price of the product, the product must be returned to us.

Products purchased from retailers should be claimed directly to the retailer.

Incorrect or missing product

Please contact us via email at info(a)toivashop.com if you have been sent the wrong product or if an item is missing from your order. We will ship the correct or missing product as soon as possible.

Notification of a defective, incorrect, or missing product must be made within 14 days of receiving the order.

 A notification of a faulty delivery (such as a missing, damaged, or incorrect item) must be made within 14 days of receiving the order. If the parcel has been damaged in transit, a complaint should also be filed immediately with the local postal service.

Please note that under EU consumer protection law, customers have a statutory right to claim for defective products within two years of delivery. Please note that the statutory two-year guarantee under EU law covers manufacturing and material defects only. It does not cover normal wear and tear, accidental damage, or defects caused by improper use or care of the product. In case of a defect, please include a photo of the product and contact us at info@toivashop.com.

Depending on the nature of the defect, we will either provide a repair, replacement, partial refund, or a full refund. 

We do not currently ship orders outside of Finland.