News & FAQ

Please read our Shipping info page for a description of our available shipping methods and other shipping related details.

Important news!

As of June 2021 we have moved the shop to a new office space in Tampere, Finland. This means that Heikala will no longer be able to sign any products upon request, as she will keep working in her home in Oulu.

As she'll be signing the bookplates for The Art of Heikala ahead of time, she also will not be able to accommodate any requests, such as birthday wishes or other personalized messages. Thank you for understanding.


Note for June 2021: We ship orders as fast as we can, but during big product launches or sales campaigns we may take longer than usual to get to your order. Please note that an order made in or after June 2021 may take up to three weeks to ship because of the new batch of the Heikala Art Supply Box bringing in a large number of orders. Thank you for understanding.


Note to UK customers: We are not registered for VAT in the UK, so we are only able to ship orders surpassing the 135 GBP (195 USD) threshold to the UK at this time. All of these orders will include free DHL Express shipping. Please note that you will be charged for import tax and a customs clearance service fee upon import, as the United Kingdom is no longer in the European Union. Contact your local customs office or DHL Express customer service for more details.


FAQ

When will my order arrive?
Why can't I make an order?
Where's my order confirmation?
I made a mistake when typing my address, how do I fix it?
How do I cancel my order?
When will my order be shipped?
Where is my tracking number?
Why do you need my phone number?
What's up with import tax & customs clearance?
Why can I only choose DHL as my shipping method?
Why can't I choose DHL as my shipping method?
My order was damaged in the mail, what do I do?
I still have questions!



 

When will my order arrive?

That depends on your location! We ship everything from Tampere, Finland, and naturally the farther away from us you are, the longer it will take for your package to find its way to you.

DHL is fast at 3-7 business days wherever you are, but Standard Letter & Posti parcel shipping is carried as regular mail by the postal service and as such may take several weeks. Finnish orders usually take around 1-3 business days to arrive, European around 7-16 business days, and everywhere else anything between 2 and 12 weeks. Please do not enquire after lost packages before at least 30 business days have passed, as delays in the postal system are common and out of our control. Please note that our regular estimates are unlikely to remain accurate during the COVID-19 pandemic, we expect delays of several weeks worldwide.

If you need your order by a specific date, e.g. for a birthday present, please consider opting for DHL Express, as exact transit times are impossible to predict when using the postal service.

Why can't I make an order?

Unfortunately after years of unsuccessful attempts to ship items with several different shipping methods we've had to make the difficult decision to stop shipping to certain destinations altogether. These countries include most Central & South American countries. We apologize for any inconvenience this causes. Thank you for understanding.

Any products containing liquid elements cannot be shipped to Mexico or Central & South American countries, as they will get stuck in customs indefinitely. We learned this the hard way. Unfortunately this means we cannot ship any ink sets or art supply boxes to these destinations.

We are not registered for VAT in the UK, so we are only able to ship orders surpassing the 135 GBP (195 USD) threshold to the UK at this time. 

Where's my order confirmation?

Check your spam folder! Heikala Shop will send you automated order and shipping confirmations, but unfortunately many email clients flag messages from Shopify as spam (most notably Gmail). If you think you might have made a typo on your email address, contact us and we'll update your information manually.

I made a mistake when typing my address, how do I fix it?

Contact us via email at info@heikala.com or the shop's contact form and we'll fix it for you!

How do I cancel my order?

If it hasn't been shipped yet, contact us and we'll refund you in full. Refunds can only be issued on the same card or PayPal account that was used when making the order. If your order has already been shipped, you'll need to ship it back to us at your expense and we'll refund you once we receive it and confirm the items haven't been used or damaged. Please always contact us first before returning an item.

When will my order be shipped?

As soon as possible! Usually it will only take a few days to process your order, but during busy periods like the holiday season or special sales campaigns it may take longer, as in general we only have one person in charge of shipping and he's only human. Thank you for your patience!

Where is my tracking number?

If you chose DHL or a Posti parcel as your shipping method, your tracking number is on the shipping confirmation email we sent you (check your spam folder if you haven't received it). If you chose Standard Letter shipping, your package has no tracking number or other trackable identification of any kind, so it is impossible to track.

Why do you need my phone number?

We will never call you, but DHL needs to be able to contact you to schedule delivery and the postal service might need to let you know the package is ready to be picked up. If the recipient cannot be reached, the package will be returned to us.

If you order a gift directly to someone else's address, please provide their phone number instead. This is especially important if the recipient is in a different country!

I have to pay import tax and service fees for customs clearance! What is that about?

Orders shipped outside the European Union may be subject to import tax, as is the case for most international trade. The tax and other fees are determined by the destination country's customs officials as well as the mail carrier. These fees are not a basis for a refund on our end, as they aren't something we are able to control or reliably predict. By making an order you acknowledge the possibility of additional fees upon import.

Please note that DHL's service fees for customs clearance vary wildly, and in some cases may surpass the value of the order. Some of these fees can be avoided by handling customs clearance yourself, if that is possible in your country – contact your local DHL representative or customs office if you're unsure.

Feel free to contact us with any questions or if you need any specific information to complete the customs clearance process. We're not experts on every country's import requirements but we'll do our best to help.

Why can I only choose DHL as my shipping method?

Some of our products, such as our art supply selection, are so large and/or delicate that DHL is the safest and most affordable shipping method for them, which is why we decided not to offer other shipping methods for them at all. Even with the possible service charges mentioned in the previous segment, DHL still remains the most cost-effective way to ship these products, as you'd still be subject to import tax even with the already much more expensive express mail services, with the added risk of packages getting lost or damaged in an unreliable postal system.

Unfortunately this means that these items cannot be shipped to destinations outside of DHL's service area.

For some countries we've had to restrict the shipping methods available. For some destinations DHL and/or the Posti parcel service is the only option, because despite our best efforts packages sent through other means simply don't survive the trip. We're a small business, so sending the same order over and over again just for it to disappear without a trace every single time simply isn't sustainable. Thank you for understanding!

Why can't I choose DHL as my shipping method?

The DHL app for Shopify can be very particular about how an address is typed, so check the way you spelled your city and postal code! As much as one missing space can cause the app to not display any rates. If the rates don't appear no matter what, contact us and we'll check your address for you! We have a lot of experience in battling the app and finding the problem.

We've had to limit the availability of some products by country due to customs regulations. Customers in the countries affected are only able to choose Posti parcel shipping, due to the limitations of our shop platform. Thank you for understanding.

Posti is the only available shipping method for domestic (Finnish) orders.

My order was damaged in the mail, what do I do?

Contact us via email at info@heikala.com or the shop's contact form and include your name, your order number, and a photograph of the damaged item(s) for a replacement or a refund!

I still have questions!

You can contact us via email or the shop's contact form and we'll get back to you as soon as possible! Please note that we won't be able to answer messages during the weekend or holidays.

Thank you for reading~
Heikala Team

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