Our 14-Day No Questions Asked Returns:
1. You must initiate a return within 30 days of receiving your order by email or call. Once your return is authorized, we will send you an email with our return information and correct return address. Returns shipped to addresses other than the address we provide you with, will not be eligible for a refund.
2. We do not reimburse for return shipping; this cost is the responsibility of the customer.
3. Eligible returns will be refunded, minus the outbound shipping cost.
4. Only returns that arrive in ‘new’ and saleable condition are eligible for a refund, so we recommend you return your item with tracking, insurance and in its original packaging. We recommend using the USPS services.
5. Please include your original packing slip or a note with your order number and name so that the return and refund can be processed quickly. Most holdups in the returns process are due to customers sending items back with no identification, making it difficult to know who the return is from.
6. Once we approve your return, you have 21 days to get the item(s) to our store; if it arrives after 21 days, a refund may not be issued. In turn, we guarantee a refund issued within 2-3 days of the returned item(s) being delivered to our store, or proof of it arriving via tracking.
7. To initiate a return, email us via orders@touchoffinland.com or call us at (906) 226-2567, and we will send you our return address and our return procedure.
Exchanges:
If you change your mind about your purchase, your option is to return it as per our return policy. If you would like to order another size, color or variation of the returned item(s), we offer a discounted shipping fee of $5 for most items (US only). We want you to be happy with your purchase, contact us for further details.
Damaged/Faulty or Incorrectly Shipped Orders:
If you receive damaged, faulty or the incorrect items, which happens occasionally, we apologize and will take responsibility for fixing errors as fast as we can. We know it’s disappointing and unfortunately, unscrupulous people sometimes try to take advantage of situations and, therefore, we do request a few small things from you to process your request and verify the issue. We find honest people usually have no problem assisting us and we thank you in advance for your cooperation. In the rare event that you do receive a damaged or faulty product or if we do ship you incorrect items, here is our policy and how we deal with these situations:
1. It is your responsibility to advise us of any issue with your order within 3 days of delivery, via email or phone. Damages reported after this time will be considered customer damage and ineligible for a replacement or refund.
2. Before we can expedite a replacement or the correct items to you, we will require you to send photos of the items you received including an image of the packaging with shipping label and the packing slip.
3. If an item has a manufacturing fault or arrives damaged, we will send a replacement once the claim is accepted. If we can not offer a replacement item, we will offer a refund for the purchase price of the item(s).
Owned and operated by the same Finnish family for three generations, we strive to give excellent service to our neighbors and community. Rest assured, if something goes awry with your order, we will work with you to make it right.
Kind regards,
The Touch of Finland Team
