FREQUENTLY ASKED

How can I contact you?


You can send us an email to info@koiralainen.com , where our customer service team will be happy to help you with any questions!


Where do you sell?

We only sell our products in our online store.

What is the registered office of the company?

Koiralainen Oy is registered in the Finnish trade register and operates as a Finnish online store.

Can I change or cancel my order?


As we aim to process orders as quickly as possible, you must request changes/cancellations within 12 hours of placing the order. All requests made after this time will be rejected. An order can be returned and given a full refund after it has been received.


What payment methods do you accept?


We accept all major credit cards (VISA, Mastercard, AMEX), Klarna and PayPal payments.


When will my order be processed?


All orders are processed and shipped from our warehouse. Allow extra time to process your order during holidays and sales seasons. We process orders from Monday to Friday. Orders are processed within 1-3 business days from the order date and shipped the day after the processing date. Please note that we do not ship on weekends.


How long will it take to receive my order?


Due to high demand, orders may take 7-15 business days (Mon-Fri) to arrive.


What if I don't receive my order?


If you do not receive your order within 30 days of dispatch, you are entitled to a full refund.


Will I be charged duties and taxes?


No customs or taxes are charged for orders placed within the EU. The prices shown on our website include VAT. If you order from outside the EU, you may have to pay customs duties and taxes when you receive your order. When your order arrives at its final destination, it may be subject to import taxes, duties and related customs fees as determined by your local customs office. Payment of these fees and taxes is your responsibility and we are not responsible for them. We are not responsible for any delays caused by your country's customs. For more information on fees, contact your local customs office.

How do I return the product?


Contact us at info@koiralainen.com.


What if the product(s) I receive is defective/faulty/damaged?

Contact us if you have received an incorrect, missing and/or defective item. Include your order number, photos of the product(s) and all relevant references when you receive the package. We will do our best to resolve your case as soon as possible.


When will I receive my refund?


All returns will be credited to your original payment method. If you paid with a credit or debit card, refunds will be sent to the bank that issued the card within 7-10 business days of receiving the returned product or cancellation request. Contact the bank that issued the card if you have any questions about when the refund will be posted to your account. If you have not yet received a refund for your return, please do the following: Contact your bank/credit card company. It may take some time for the refund to be credited to your account.