Frequently asked Questions

WHAT ARE DELIVERY EXPENSES, METHODS AND TIMES?

See the delivery expenses, methods and times here

HOW DOES THE WISHLIST WORK?

You can add the products you are interested into your wishlist and quickly transfer the products to shopping basket as soon as they go on sale.

The wishlist is device- and browser-specific so the products added to the list will remain on the list when you use the same device and browser used to add the products to your wishlist.

You can email your wishlist to yourself or to someone else. You can also enter the time when the product you want will go on sale into your email calendar.

RESERVING A PRODUCT IN YOUR SHOPPING BASKET IN THE ONLINE STORE

Transferring a product into your shopping basket will reserve the product for 30 minutes. You can confirm this reservation by paying for the contents of the basket. If the content of the shopping basket is not paid for within the time stated by the program, the reservations will be cancelled and you can try to reserve the contents of the basket again. You can repeat the reservation process a maximum of 5 times.

WHY DO SOLD-OUT PRODUCTS GO ON SALE AGAIN?

If all the products on sale in the online store are reserved in customers’ shopping baskets, the online store will say that the product is sold out.

If a customer decides not to purchase a product it will go back on sale again. This means products that are momentarily sold out may go back on sale again.

HOW WILL MY PURCHASES BE REGISTERED ON MY LOYAL CUSTOMER CARD?

It is not possible to log in to the shop.stockmann.com online store, so you must enter the number of your Loyal Customer card separately for each order.

I FORGOT TO ADD MY LOYAL CUSTOMER CARD NUMBER TO THE ORDER. CAN I DO IT LATER ON?

Unfortunately, it is not possible to add this information after you have placed your order.

I ENTERED MY TELEPHONE NUMBER INCORRECTLY ON THE ORDER

If you successfully received your order confirmation by email, delivery notification will be sent to your inbox even if you entered your telephone number incorrectly.

CAN I AMEND OR CANCEL MY ORDER?

It is not possible to combine or amend orders afterwards.

It is not possible to cancel an order. If you do not collect or accept, the delivery will be returned automatically to our warehouse. The order will be cancelled once the delivery has been received at our warehouse.

A card payment will be refunded to the same card that was used to pay for the order. If you paid for your order with an online payment, it is crucial that you provide your account number with your return so that we can refund the money to your bank account.

CAN I EXCHANGE OR RETURN PRODUCTS PURCHASED FROM SHOP.STOCKMANN.COM?

The right to return for products is 30 days. Returning a product is free of charge and you do not need to inform us of the return in advance. Products that are returned must be in their original, unopened packaging. To exchange products purchased from shop.stockmann.com, please contact the customer service.

HOW DO I RETURN A PRODUCT IF I DON’T HAVE THE ORIGINAL SHIPPING PACKAGE, RETURN FORM OR RETURN SHIPPING LABEL?

To Stockmann department store:

You can return a purchase made and paid for in our online store to a Stockmann department store in the same country in which you made the order, either to the department store’s service desk.

As a return package:

OMNIVA:
– Pack the product as carefully as you can.

– Fill in the return notification carefully and enclose it with the items you return. If the return notification is missing or it has disappeared, you can print out an empty form here
– Parcel notification includes a return code. Return code is active for 14 days. This will allow you to return the parcel free through parcel terminal (in Estonia: also through postal office). If more than 14 days is passed and code is not active please contact the customer service or return parcel to the department store.

– Returning a product is free of charge and you do not need to inform us of the return in advance.

ITELLA:
– Pack the product as carefully as you can.
– Fill in the return notification carefully and enclose it with the items you return. If the return notification is missing or it has disappeared, you can print out an empty form here
– Use the return shipping label received with your order
– If you don’t have your return shipping label left, please contact the customer service.

– A parcel picked up from a parcel locker can be returned via the same parcel locker 14 days after it was picked up.

– Returning a product is free of charge and you do not need to inform us of the return in advance.

MY PRODUCT IS DAMAGED, WHAT SHOULD I DO?

If a product received is damaged or the wrong product, we will strive to exchange it for a new one if the product is still available. Otherwise we will cancel the transaction and any payment will be returned to the customer. If you need more information please contact our customer service.

WHAT PAYMENT METHODS ARE ACCEPTED IN SHOP.STOCKMANN.COM ONLINE STORE?

Orders can be paid for using Mastercard, Visa or American Express cards, by debit or credit depending on your own card agreement. Online payment is available for customers of SEB bank and Swedbank.