Returns

 

GENERAL INFORMATION ON RETURNS

It is very important to us that you are satisfied with your order. You have 30 days to familiarise yourself with your products and make your purchase decision.

You should handle a product you intend to return and its original packaging carefully. If you have used the product or handled it carelessly, you will be held responsible for any decrease in the product’s value up to its full value. Remember to return all parts and the user instructions.

In the case of sealed products, the right to return them applies only to unopened packages. Sealed cosmetics and natural products that are returned must be wrapped in their original, unopened packaging.

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

Ask for a receipt for your return. The receipt is verification that the product has been returned. Please retain the receipt for at least 3 months.

If we have sent you a damaged or wrong product, please return it in accordance with the instructions. Please also describe the damage to the product in the ‘Additional information’ column on the return notification, and indicate whether you want it to be exchanged for a faultless product or, if you received the wrong product, for the correct product. If you received a damaged or wrong product, we will pay the shipping costs of a similar new product.

We will aim to send a new product to replace the faulty/broken/wrong product, but the product may no longer be available. In such cases we will reimburse the order amount for the product in question.

The right to return products does not apply to products that are either manufactured or modified according to the customer’s wishes. The product information will contain a mention of a nonstandard right to return, if this applies. For health or hygiene reasons, it is not possible to return sealed products if their seal has been opened. Sealed cosmetics and natural products that are returned must be wrapped in their original, unopened packaging. If you are returning perfumes, hairspray, nail polish, detergents or bleaching products, for example, you must use the original shipping packaging that includes the warning labels required for transportation.

It is not possible to return toiletries and intimate hygiene products. Such products include epilators, precision trimmers, hair care apparatus and electric hair clippers, electric shavers, electric toothbrushes and oral hygiene equipment, medical thermometers and blood pressure meters, and bedclothes.

Product that has not been returned according to these instructions will not be refunded or returned to the customer. In these cases you are also responsible for all the handling fees. For any questions, don’t hesitate to contact Stockmann’s Customer Service. The refund will be done within 14 working days from the date on which Stockmann has received returned goods to the warehouse. If you paid for the purchase with a payment card, the money will be refunded to your payment card. If you paid for the purchase on the online bank, please do not forget to indicate the bank account number in the return notification so that we can make a refund to your bank account.

 

RETURNS IN ESTONIA

TO A DEPARTMENT STORE:

Fill in the return notification 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. If you paid through an online bank, remember to include your bank account number so we can return the money to your account.

It is easiest and fastest to return your orders straight to our department stores. The refund handling is quickest this way.

You have 30 days to return a purchase made and paid for in our online store to Stockmann department store’s service desk in the same country in which you made the order. Take the return notification that came with the order with you.

 

RETURNING THROUGH OMNIVA:

Fill in the return notification 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. If you paid through an online bank, remember to include your bank account number so we can return the money to your account.

Parcel notification includes a return code if the delivery was to parcel lockers. Return code is active for 14 days. This will allow you to return the parcel free either through parcel terminal or postal office. The parcel can be returned free via both parcel terminal or postal office irrespective of if it was retrieved from a parcel terminal or postal office. If you did not receive a return code with parcel notification, the parcel can only be returned via postal office. In such case the parcel must have its original shipping label attached. There is no need for attaching a new shipping label. If more than 14 days has passed and the code is not active please contact the customer service or return the parcel to the department store.

 

RETURNING THROUGH ITELLA:

Fill in the return notification 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. Attach the return shipping label on the return package. Bring your package to the nearest Itella pick-up point. A parcel picked up from a parcel locker can be returned via the same parcel locker 14 days after it was picked up. If more than 14 days have passed, call Itella Estonia customer service, +372 53 495 775 (mon–fri 9–21, sat–sun 10–20). Also if the parcel was delivered to you as home delivery please call to Itella Estonia customer service to arrange pick up. If the return shipping label is missing, please contact the customer service.

 

RETURNS IN LATVIA

TO A DEPARTMENT STORE:

Fill in the return notification 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. If you paid through an online bank, remember to include your bank account number so we can return the money to your account.

It is easiest and fastest to return your orders straight to our department stores. The refund handling is quickest this way.

You have 30 days to return a purchase made and paid for in our online store to Stockmann department store’s service desk in the same country in which you made the order. Take the return notification that came with the order with you.

 

RETURNING THROUGH OMNIVA:

Fill in the return notification 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. If you paid through an online bank, remember to include your bank account number so we can return the money to your account.

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. If more than 14 days is passed and code is not active please contact Stockmann Customer service or return parcel to the department store.

 

RETURNING THROUGH ITELLA:

Fill in the return notification 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. If you paid through an online bank, remember to include your bank account number so we can return the money to your account.

Returns can be made within 14 days by contacting Itella and requesting the return of the shipment from your place of residence (by ordering a courier). You can order pickup by writing to the e-mail address express.lv@itella.com or by contacting Itella Customer Service by phone +371 67815914 or +371 29153495 on working days from 8:00 to 18:00 or by filling in request on the Itella website.

If the return shipping label is missing, please contact Stockman Customer service.