FAQ

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Frequently Asked Questions (FAQ)

Product information

All essential information is listed directly on the product page. This includes measurements, materials, features, usage details, and any additional notes provided by the supplier. If a product requires special handling or has unique characteristics, these will always be included in the description so you can make an informed choice. If you require more information, please get in touch with us through our customer support or email us at shop@puiduvennad.com

Product photos are provided either by us or by the manufacturer and are intended to represent the product as accurately as possible. Colors and textures may appear slightly different in real life due to lighting, screen settings, and natural variations in materials. When possible, we include close-up images or multiple angles to help you understand the product better.

All measurements are taken from supplier specifications and are generally very accurate. Small variations may occur depending on the manufacturing process or the natural properties of certain materials. If precise sizing is important for your purchase, we recommend double-checking all dimensions before ordering or contacting us for additional clarification.

If something is missing, incorrect, or does not match what you ordered, contact us immediately with your order number and a brief description of the issue. Photos help us process the case faster. We will work with the supplier or our warehouse to send the correct parts or resolve the issue as quickly as possible.

If you need additional details, you can contact us through the Contact page or by email. Let us know which product you are interested in and what information you require. We will provide clarification, supplier documentation, or extra details whenever available to ensure you feel confident before purchasing.

Yes, every product sold on our website includes a warranty according to Finnish consumer protection law. The length and conditions of the warranty depend on the product type and manufacturer. If a warranty is longer or includes special terms, this will be mentioned on the product page. You can also read our Returns & Warranty page for general rules.

Replacement parts are available for many products, especially those that are modular or contain components that can be changed individually. Availability depends on the supplier. If you need a specific part, contact us and we will check whether the manufacturer offers replacements and what the delivery time would be.

Some products are shipped from our own warehouse, while others are shipped directly from partner suppliers or distribution centers. The delivery method depends on the supplier, stock availability, and the type of product. Regardless of the origin, you will always receive full delivery information and customer support through us.

Only the items explicitly listed in the product description are included. Sometimes product photos may show accessories, complementary items, or usage examples that are not part of the purchase. Always refer to the written description to understand exactly what is included. If something is unclear, you can always ask before ordering.

If you are uncertain, feel free to reach out and ask for guidance. Provide information about how and where you intend to use the product, and we will help you understand whether it is suitable. Our goal is to make sure you choose the right item for your needs and avoid unnecessary returns or mismatched expectations.

Ordering and payment

All available payment methods are shown at checkout. These can include card payments, online banking options, and other commonly used Finnish payment providers. The selection may vary depending on the product and supplier. All payments must be completed at checkout for the order to be processed.

Yes. After completing a purchase, an automatic confirmation email will be sent to the address you provided. This email includes your order details and serves as proof that your order was received. If you do not receive a confirmation, check your spam folder or contact us.

Changes may be possible if the order has not entered processing or production. Custom-made products cannot be cancelled once production begins. If you need to update your details or request a change, contact us as soon as possible and we will advise what is still possible.

If you entered incorrect information, inform us immediately. We can update the delivery address only if the order has not yet been shipped or handed over to the logistics partner. If the product has already been dispatched, additional costs or delays may occur.

All payments are processed through trusted, encrypted payment gateways. Your card details are never stored on our servers. Payment providers follow strict security standards to ensure safe transactions.

Yes, you may check out as a guest. However, creating an account makes it easier to track orders, download invoices, and manage future purchases.

Once your order ships, you will receive either a tracking link or a delivery notice depending on the shipping method and supplier.

For large deliveries, the logistics partner may contact you directly to arrange a suitable delivery time.

Delivery and offloading

Delivery times depend on the product, supplier, and your location in Finland. Estimated delivery times are shown on the product page and again at checkout. Larger and heavier items may take longer than standard parcels.

We deliver nation wide to mainland of Finland. We do not ship to islands. If you are interested in delivery to an island, please contact us at shop@puiduvennad.com to confirm the possibility of delivery.

For parcel-sized items, delivery works like normal. For large or heavy items, delivery is made using appropriate freight transport and may require that the location is accessible for a truck.

For large items shipped using a 40-ton truck, the delivery will be completed to the nearest accessible location if the exact address cannot be reached safely. This includes situations such as narrow roads, weight restrictions, or unsafe ground conditions. Delivering to an accessible point is considered a completed delivery.

Unless a separate unloading or installation service has been purchased, the customer is responsible for arranging offloading. Offloading must be performed safely using appropriate equipment. The driver does not assist with unloading. Damage caused during offloading is not covered by warranty.

Not always. If your order contains items from different suppliers or warehouses, they may arrive in separate shipments. You will receive delivery information for each shipment once it is dispatched.

Standard parcel deliveries follow the courier’s normal schedule. For large freight deliveries, the logistics partner may contact you to agree on a delivery window. Exact-hour delivery cannot always be guaranteed.

Being present is recommended, especially for large or valuable items. Some couriers may allow delivery to a safe location or pickup point, depending on the item and provider.

Returns and Warranty

You may return standard, ready-made products as long as they are unused, unassembled, and in original condition. Custom-made or made-to-order products cannot be returned once production has started unless the item is defective.

Contact customer support with your order number and reason for return. We will provide instructions for returning the item. The product must be returned from a location accessible to a truck if it is large or heavy.

Refunds are issued after the returned item has been inspected and approved. Processing times depend on the payment method but typically follow the timelines required by Finnish consumer law.

Send us a message including your order number, a description of the issue, and clear photos showing the problem. We may request additional details if needed to assess the claim. If approved, a repair or replacement part will be provided based on the nature of the defect.

In most cases, only the defective component is replaced. This applies to both standard and custom-made products when the defective part can be replaced without affecting the rest of the product.

Natural changes such as color variations, minor cracks in wood, or normal wear are not considered defects. Warranty covers only manufacturing or material faults that affect the function or intended use of the product.

Returns of large items must be made from a location accessible to freight transport. If your address cannot be reached safely, you must relocate the product to an accessible pickup point for return.

No. Offloading is the customer’s responsibility unless a paid unloading service has been purchased. Damage caused by incorrect handling, insufficient equipment, or unsafe unloading conditions is not covered by warranty.