1.1 Free shipping

We offer free shipping on all online purchases, subject to:

• delivery being available to the destination at checkout; and
• any restrictions shown at checkout (e.g., remote areas or special delivery requirements).

1.2 Delivery countries / regions

We currently ship to: Finland. We reserve the right to change available delivery destinations at any time.

Available destinations will always be shown at checkout. If international shipping is enabled later, additional terms (customs, taxes, processing) will apply (see Section 11).

1.3 Courier and delivery method

We use reputable couriers and/or delivery partners (e.g., FedEx, DHL or other providers shown at checkout).

Delivery method and estimated delivery timeframe will be displayed at checkout.

1.4 When delivery is considered completed

Delivery is considered completed when the courier confirms delivery to:

• the delivery address provided by the customer; or
• the customer's designated recipient (if applicable).

Where the courier uses collection points or parcel lockers, delivery is considered completed when the parcel is made available for collection and confirmation is registered by the courier (subject to mandatory consumer rules).

1.5 Customer responsibility - address accuracy and availability

You are responsible for ensuring that your delivery information is correct and that you (or your recipient) are available to receive the parcel. If delivery fails due to incorrect address details or failure to collect, additional costs may arise (e.g., re-delivery), to the extent permitted by law.

1.6 Delivery delays / force majeure

Estimated delivery dates are estimates only. Delays may occur due to factors outside our reasonable control (e.g., courier delays, severe weather, customs processing, strikes, security checks). This does not affect mandatory consumer rights.

1.7 Delivery safeguards (high-value items)

For security reasons, certain orders may require signature-on-delivery, ID verification, and/or insured shipping. Where applicable, this will be indicated at checkout or in delivery instructions.

2.1 Reporting timeframe

If your parcel arrives damaged, appears tampered with, or an item is missing, you must contact us within 48 hours of courier-confirmed delivery. This reporting timeframe helps us handle courier claims efficiently and does not limit your statutory rights.

2.2 Evidence required

Please provide:

• photos of the outer packaging (including labels),
• photos of the inner packaging,
• photos or videos of the item and damage, and
• any courier notes (if available).

Please keep all packaging materials until the matter is resolved, because the courier may require them for a claim.

2.3 Resolution

We will assess the case and provide remedies required by applicable law (e.g., repair, replacement, refund) depending on the circumstances and inspection outcome. We may need the item returned for inspection.

3.1 Eligibility and return window

Where mandatory distance-selling rules apply, you may return eligible items within 14 days from the day you (or your designated recipient) receive the goods (based on courier-confirmed delivery).

3.2 How to exercise the right of withdrawal

To exercise your withdrawal right, you must notify us within the 14-day window by email: korkeila@korkeilahelsinki.fi with:

• order number,
• item(s) you want to return,
• your name and contact details,
• (optional) reason for return.

You may use the subject line: "Withdrawal / Return Request - Order [#]".

3.3 Return shipping timeframe

After notifying us, you must send back the item without undue delay and in any event within the timeframe required by applicable law. We will provide practical return instructions and a return label (see Section 5).

4.1 Engraved / personalised items

No returns are accepted for items that have been engraved or personalised at the customer's request.

4.2 Custom-made to customer specifications

No returns are accepted for items that are custom-made to the customer's specifications (where a statutory withdrawal exception applies).

4.3 Defective items

These exclusions do not limit your statutory rights if an item is defective or not as agreed. Defect claims are handled under Section 10.

5.1 Return label / instructions

Return labels are expected to be issued via our courier account (currently planned: FedEx). Returns are returned to our Finland store address. We will confirm the final carrier and workflow at e-commerce launch.

5.2 Packaging requirements

Returned items must be packaged securely to prevent damage in transit, and should include (where applicable):

• original packaging,
• certificates or documentation,
• all included accessories and components.

If you no longer have the original packaging, you must use protective packaging sufficient to prevent damage.

6.1 Condition requirement

Returned items must be in original condition. You may handle the item only to the extent necessary to assess it (as you would in a store).

6.2 Inspection

All returns are subject to inspection before approval. We may refuse a refund or apply a reduction in value (where permitted by mandatory law) if inspection indicates:

• damage not caused by us or the courier,
• wear beyond reasonable inspection,
• missing components, packaging, or certificates,
• unauthorised alteration, resizing, repair, or third-party work,
• signs of tampering (including stones replaced or removed, or settings altered),
• security seals or tags removed or not intact (if applicable),
• hygiene or safety concerns where relevant (e.g., earrings with clear signs of use).

6.3 Security and authenticity checks

For high-value items, we may perform additional checks (e.g., authenticity, weight, setting integrity). This is to protect both customers and the business from fraud and tampering.

7.1 When refunds are issued

If a return is approved, we aim to initiate the refund within 7 days after inspection approval.

Where applicable law requires a different deadline, we will comply with mandatory legal timelines. We may withhold the refund until we have received the returned goods or you have provided evidence of dispatch (where permitted under applicable law).

7.2 Refund method

Refunds are normally issued to the original payment method used for the purchase (best practice for fraud and chargeback protection and required by many payment providers). Bank transfer may be used only where necessary or feasible (e.g., the original method cannot be refunded), and may require additional information from you.

7.3 What is refunded

If you withdraw from an eligible online purchase, we refund the purchase price and standard delivery charges where required by mandatory law. If the item's value has been diminished due to handling beyond what is necessary to inspect it, we may reduce the refund to the extent permitted by law.