FAQ

  Important shipping info for 2020!  

The COVID-19 pandemic is causing significant delays in transit worldwide. International post relies heavily on commercial air traffic, of which there is currently very little, and this greatly limits transport capacity, mainly from Europe to the US and anywhere else outside of EU. This also greatly affects the shipment times inside Europe and the estimates given at checkout are not reliable during this unprecedented time. It's very difficult to give any estimate at this time, but we're seeing delays of several weeks, even months, for most of the world. Great many packages send from here in Finland to the US as early as March have not arrived to their recipients most likely due to congestion in the intercontinental air traffic. We are very sorry for the delays and ask for your patience during this time.

Due to the COVID-19 situation time in transit will be affected worldwide until further notice. Several countries have closed their borders to passenger traffic completely, which means that a large portion of air traffic has been stopped. This has a huge effect on transport capacity, and causes significant delays in transporting packages and letters to large parts of the world. It is highly unlikely that our usual estimates will remain accurate. 

As of May 25th we've decided to halt all Standard Shipping to countries outside of Europe, because our local postal service no longer accepts shipments to the vast majority of non-European countries and even the packages that are accepted are likely to lose their way or take several months to arrive.

DHL is the only the shipping method we're able to offer for the countries affected. We apologize for the inconvenience and will resume our normal operations as soon as the situation improves.

At this time there is no air traffic to Iran so unfortunately we can't ship products there. 

Thank you for your patience and understanding under these exceptional conditions.

Read this before making a purchase!

When buying from Heikala Shop there are two different shipping options to choose from: DHL and standard Economy mail via the Finnish national postal service Posti.

DHL is a quick and reliable way to get your package. All of our packages sent via DHL will include tracking, and transit times should be around 3-7 business days worldwide.

Please note that DHL does not deliver to PO boxes. DHL is not available to all countries and addresses, and as for all non-EU shipments, additional fees for customs clearance may apply. DHL is not available for domestic (Finnish) orders.

The Standard Shipping option provided by Posti is a cheap, slow way to get your order. These shipments will have no tracking numbers or other trackable identification of any kind, so they cannot be tracked. The estimated transit times for these packages vary based on destination, with domestic (Finnish) orders taking 1-3 business days to arrive, European orders 7-16 business days, and orders to the rest of the world taking anything from 2 to 12 weeks. Please allow at least 30 business days before inquiring after a lost package.

The Standard Shipping option is carried as regular letter mail by each country's national postal service. Don't hesitate to contact us if the mail carrier in your area has a habit of bending envelopes, as we'd be more than happy to take additional precautions, such as adding an extra piece of cardboard with print orders and writing instructions in languages other than English on the package.

All items are shipped from Oulu, Finland. Orders are processed as soon as possible, but please note that during the busiest periods (e.g. around the holiday season) it may take up to 10 days for us to get to your order. Thank you for your patience and understanding!

Shipping cost is calculated at checkout based on the size and weight of your order, so the best way to find out the shipping cost for a specific item is to add it to your cart and proceed to checkout.

Customs clearance & service fees

Orders shipped outside the European Union may be subject to import tax.

Heikala Shop is not liable for customs clearance & service fees as determined by the mail carrier or the destination country's customs officials, and those fees are not a basis for a refund, as they aren't something we're able to control or reliably predict. By making an order the buyer acknowledges the possibility of additional fees upon import and agrees that those fees will be the responsibility of the buyer.

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 official if you're unsure.

FAQ

When will my order arrive?

That depends on your location! We ship everything from Oulu, 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 Shipping is carried as regular letter 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.

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

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 Russia, Mexico, Brazil, and Chile. We apologize for any inconvenience this causes. Thank you for understanding.

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 heikalashop@gmail.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 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 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. The package can't be delivered if the courier can't reach you.

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 official 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?

The sweaters, The Art of Heikala, and the Heikala Art Supply Box are so large and heavy that DHL is actually the most affordable shipping method for them, which is why we decided not to offer Standard Shipping 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 Standard Shipping option, 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 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.

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

Contact us via email at heikalashop@gmail.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.

Thank you for reading~
Heikala Team

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