Refund policy
General Information About the Online Store
Products in the Floritar online store are sold by Tmi Floritar,
Business ID: 3424894-4.
We sell products to private individuals in Finland and throughout the EU.
Product prices include VAT. Prices and shipping costs are subject to change from time to time.
Contact by email: info@floritar.fi
Company address:
Tmi Floritar
Caloniuksenkatu 3 A 4
00100 Helsinki
Finland
Phone number: +358456441666
Ordering
Products are ordered online through the shopping cart at www.floritar.com. We do not accept orders by phone. If there are any issues related to the contents of an order, please contact us by email at info@floritar.fi.
Orders are confirmed by email. Receiving an order confirmation requires providing a valid and functioning email address when placing the order. By placing an order, the customer agrees to the delivery terms valid at the time of purchase. The customer will also receive an email notification once the order has been shipped.
The customer is responsible for ensuring that their name, address, email address, and phone number are entered correctly on the order form.
Payment Terms
Payment Service Providers
We accept payments through secure payment gateways provided by Shopify Payments and Paytrail Plc.
Shopify Payments: Used for credit and debit card payments (e.g., Visa, Mastercard) as well as mobile wallets (Apple Pay, Google Pay, Shop Pay). When paying with a card, the merchant name visible on your bank statement or card invoice will appear in connection with Floritar.
Paytrail Plc (Business ID: 2122839-7): Used for Finnish online banking payments. Paytrail Plc operates in cooperation with Finnish banks and credit institutions. Paytrail Plc will appear as the payment recipient on your bank statement or invoice and will forward the payment to the merchant. Paytrail Plc holds a payment institution license.
Paytrail Plc
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Finland
https://www.paytrail.com/en/consumer/information-about-paying
In cases of questions related to payments, please contact the respective payment provider or our customer service at info@floritar.fi.
Delivery Time and Methods
We normally dispatch products within 1–3 business days from receiving the order.
Any exceptional delivery delays will be announced on our homepage. Busy periods, such as the Christmas season, may extend processing and delivery times.
Orders are delivered according to the shipping method selected by the customer, either to a Pickup Point or to the Locker .
Available delivery options in Finland:
PostNord Pickup Point Parcel (2–5 business days): €5.90
PostNord Parcel Locker (2–5 business days): €5.90
Available delivery options in Estonia, Latvia, Lithuania, Sweden, and Denmark:
PostNord Pickup Point Parcel (5–8 business days): €9.90
PostNord Parcel Locker (5–8 business days): €9.90
Available delivery options elsewhere within the EU:
GLS ShopDelivery (5–8 business days): €13.90
In Finland, orders over €63 qualify for free delivery to a PostNord pickup point. Within the EU, orders over €108 qualify for free delivery to a PostNord or GLS pickup point.
The shipping company will deliver the order to the nearest available pickup location. You will receive notification through the shipment tracking information.
Please collect your parcel on time. Parcels are only stored by shipping companies for one week.
Unclaimed Parcels
Failure to collect an order is not considered a return. We send shipment information by email on the day the package is dispatched. It is the customer’s responsibility to ensure the parcel is collected and to handle any issues related to collection.
An unclaimed shipment will incur €13 in shipping and handling fees.
What happens to an unclaimed parcel?
Parcels are stored at the pickup point or parcel locker for one week. After that, it may still take a considerable amount of time (up to 2 months) before the parcel is returned to us. The delivery service charges us return and handling fees.
Once the parcel has been returned to us, we will contact the customer and ask whether they would like the parcel to be resent or a refund for the order value minus the €13 shipping and handling fee.
If the customer wants the parcel to be resent, they must pay the new shipping costs.
If the customer wants a refund, we will refund the amount paid minus the shipping and handling fees.
Return Policy
Consumer customers have the right to cancel their order and return products within 14 days of delivery in accordance with Finnish consumer protection legislation.
For hygiene reasons, cosmetic product packaging must remain unopened. The right of return does not automatically apply to business customers. Please contact us separately by email for more information.
We do not have return agreements with shipping companies, so the customer is responsible for return shipping costs. Returns must be sent at the customer’s own expense using a shipping company of their choice (for example Posti, Matkahuolto, PostNord, or DB Schenker).
Returns should be sent to:
Tmi Floritar
Caloniuksenkatu 3 A 4
00100 Helsinki
Finland
Please keep the return receipt and tracking code until the return has been processed and any refund has been completed.
Returns for Orders Originally Shipped Free of Charge
If the original order qualified for free shipping, but after the return the remaining order value falls below the free shipping threshold, the original shipping costs will be deducted from the refund amount.
The following information must be included with the returned parcel:
Order number
Your name, address, phone number, and email address
Please Note
Cancellation notifications must be made within 14 days of delivery, and the products must be shipped back without delay, no later than 14 days from the cancellation notice.
Once the return has been approved, the payment will be refunded.
Opened product packages are not eligible for refunds.
Return shipping costs are non-refundable. You can read more about the right of withdrawal on the Finnish Consumer Authority website.
Please note: Failure to collect a parcel is not considered a return. See the section above regarding unclaimed parcels.
Complaints, Shipping Issues, and Defective Products
If a product is missing, lost during shipping, damaged, or if the customer has received the wrong product, the customer must notify us at info@floritar.fi. We kindly ask customers to report issues as soon as possible.
If the parcel has been damaged during transportation, a complaint must be made immediately to the shipping company (PostNord or GLS).
We will compensate for any mistakes made by us, including shipping costs related to such cases.
If a product in the online store has clearly displayed an incorrect price due to an error at the time of purchase, compensation arrangements may be proposed. Either the merchant or the customer may suggest compensation upon noticing the incorrect price. The method of compensation will be agreed upon with the customer via email.
If a parcel is lost during transportation, we will initiate an investigation with the shipping company. We aim to resolve these cases as quickly as possible.
Other Terms
We reserve the right to change our delivery terms. Customers must review the applicable delivery terms before placing an order. Tmi Floritar processes all customer information confidentially.
We are not responsible for difficulties caused by power outages, telecommunication failures, or similar technical problems. Such issues may interfere with ordering and delivery processes and can only be resolved once the technical difficulties have ended.
If a dispute concerning a sales agreement cannot be resolved through negotiations between the parties, the consumer may refer the matter to the Finnish Consumer Disputes Board.
Before bringing a matter before the Consumer Disputes Board, the consumer must contact the Consumer Advisory Services.