Dear customers, this is a Help and Frequently Asked Questions section, which we have created for your convenience. If you still can’t find an answer to your question, our Customer Service team is happy to help!
Question 1: What is the difference between Scandinavian and non-Scandinavian products?
Answer 1: We can answer your question with full confidence:
- Origin: Scandinavia (History – Nature – Culture)
- Originality and uniqueness, as well as special Scandinavian design
- Unique taste and high-quality production, where only environmentally friendly production materials are used
- Popularity and prominence all over the world
Question 2: Is it safe to buy from Scandinavian Goods online store?
Answer 2: Be sure that making purchases in our online store is absolutely safe. Scandinavian Goods online store has and adheres to internal safety rules, which have been specifically designed for our company. We use a cipher code on the Internet and the Secure Socket Layer (SSL) protocol, the purpose of which is to ensure safety of personal information you provide, when you make a purchase. The information about your credit cards is used only by the financial institution through a completely secure connection. As soon as your order and payment are complete, all the payment information will be locked for further use.
Question 3: Can I order chocolate during summer?
Answer 3: Yes, you can order chocolate products from us in summer. Scandinavian Goods delivers orders to an address of your choice in cooperation with courier company. Deliveries are specially protected again heat through heat-resistant materials, so there chocolate products will not melt if they are exposed to heat during transit.
Please note that your parcel will not be sent in only one case: if the outside temperature exceeds 35 degrees in your city.
Question 4: How do I place an order?
Answer 4: Please follow our instructions on how to place an order:
- Click the "Add to Cart" button on the product category page or the product page to add the product to your cart.
- If you want to change or remove products, click on the shopping basket icon on the upper right hand corner to view your shopping cart.
- Click "Checkout". You can order as an existing Scandinavian Goods customer, register for customer or as a guest without registering.
- Enter your shipping and billing details. Then choose your preferred payment method and delivery service.
- Click "Review order" to complete your order with our secured payment.
- Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation
Question 5: Which payment methods does Scandinavian Goods online store accept?
Answer 5: Paying in Scandinavian Goods online store is always safe. You can choose a suitable payment method from numerous options, namely:
- PayPal
- Wallets: Apple Pay, Shop Pay, Google Pay
- Bancontact – available for customers in Belgium
- iDEAL – available for customers in the Netherlands
- Credit and debit card payments (Visa, MasterCard, Maestro, American Express, UnionPay)
Question 6: Does Scandinavian Goods online store offer a combine shipping discount on multiple item order?
Answer 6: Yes, we offer our buyers a combine shipping discount on multiple item order (the more you buy, the more you save - save up to 99.9%).
Question 7: I have a registered company in an EU country with a valid VAT number. Can I buy your products without paying VAT?
Answer 7: Yes, the Scandinavian Goods allows businesses with a valid VAT number (within the EU) to buy our products without paying VAT. To do this:
- Register Your Account: register your account as a company in the My Account section.
- Add Items to Your Cart: place the desired products into your shopping cart on the Scandinavian Goods website.
- Navigate to the Cart Page: proceed to the cart page.
- Find the VAT Number Field: look for a section labeled "Tax exemption" on the cart page, which is located under the products. You might need to scroll to find it.
- Enter Your Valid VAT Number: input your company's official VAT number into the provided field. Our system will automatically verify your VAT number, and if it is valid, the VAT will be exempted from your order.
- Complete the Checkout: continue with the rest of the checkout process after checking your VAT number.
Please note If your company is registered in the Finland, VAT will still apply, as local purchases are subject to Finnish VAT regulations.
Question 8: Are there any extra costs (taxes, duties, customs etc) I have to pay in addition to the prices shown on your website?
Answer 8: Customs? Covered, no extra cost for our buyers!
You don’t need to worry about extra costs, we take care of all import taxes and fees for worldwide deliveries.
We ship all packages with Delivery Duty Paid (DDP), meaning all customs duties, taxes, and fees are fully covered by us. Final delivery to your door!
Question 9: Can you deliver to my country?
Answer 9: We currently ship to almost every country in the world with the exception of any countries that our carrier (UPS) is unable to deliver to (e.g. Ukraine, Belarus, Russia, Afghanistan, Iraq and Iran).
Question 10: What are my shipping options and how much do they cost?
Answer 10: The shipping cost is priced according to the delivery method, destination, weight or volumetric weight (1 m3 = 200 kg) of the parcel and will be calculated automatically. You will see the exact rate at checkout.
To view the available delivery options and rates for your order, add the product of your choice to the shopping cart and proceed to the checkout.
Question 11: How long will it take to receive my order?
Answer 11: Orders are usually sent within 1-3 working days. Please note, that during seasons and campaigns, the processing time may be longer.
The delivery time of the order is determined by the delivery method chosen by the customer. You can see the transport time estimates here. All times are estimates by courier company (UPS) and do not take into account, for example, the time required for possible customs clearance. The delivery time may differ from the estimate.
Question 12: What happens if I am not at home, when my order is delivered?
Answer 12: If you are not at home, when your order is delivered, the courier will leave you a note that you have missed the delivery, and you will be asked to contact delivery service to reschedule delivery time.
You can request to leave your package with a neighbor. UPS can reroute your package to another address, in certain cases. You can request delivery service to hold onto your package for you to pick up at a UPS Access Point location near your home.
Question 13: Can I return products that I ordered?
Answer 13: According to the Finnish Consumer Protection Act (38/1978; amendments up to 29/2005 included) and the EU E-Commerce Directive, you have the right to return the products by notifying the Scandinavian Goods within thirty (30) days of receiving the order.
The condition for a return is that, the products were purchased from the Scandinavian Goods online store, the products have not been used, the products are packed in their original packaging and the products and their packaging are undamaged.
Please note that food products cannot be returned or exchanged.
If you wish to return products, please contact our Customer Service team at info@scandinaviangoods.store. When returning products, the buyer is responsible for the transport risks and return costs.
Scandinavian Goods reimburses the cost of returned products through the means of payment used by the Buyer within 3 business days of receiving the products at the Scandinavian Goods warehouse.
Question 14: What should I do if a product is received in a damaged condition?
Answer 14: If you receive a product in a damaged condition, please follow these steps:
- Document the Damage: take clear photos of the damaged item, including packaging and any visible defects. This will serve as evidence for your claim
- Check the Return Policy: review the return and refund policy
- Contact Customer Service: reach out to the Customer Service team as soon as possible. Provide with the details of your order, describe the damage, and share the photos you took
Question 15: Can I change or cancel my order?
Answer 15: We completely get it, we change our minds too! You can change or cancel your order without indicating the cause thereof within 24 hours of placing your order, if the order has not been sent to the delivery service. To change or cancel your order, please contact our Customer Service team at info@scandinaviangoods.store.
Question 16: What if I want to speak to someone?
Answer 16: We want to speak to you too! Please contact our Customer Service team by email: info@scandinaviangoods.store with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.