Suggested products
Suggested products

Frequently asked questions


Orders and delivery


Is shopping online safe?

You can make purchases in the Karkkainen.com online store without worry, because the customer information you leave with the order is strictly confidential to us and we will not disclose it to outsiders. The connection between your computers is protected using SSL protection (Secure Sockets Layer). The SSL security policy protects communication so that an outside party cannot see or change your confidential information by monitoring the connection. The SSL security policy is trusted by e.g. Finnish online banks, as well as countless other online services that require secure connections.


Why should I register as an online store customer?

By registering, you can get the best befits of the features the online store has to offer. You can see your previous purchases in the order history, ordering is fast and effortless, because your own information and addresses are saved in the memory and the products moved to the wish list are saved in your own data. Registering saves your time and is free.


Does the shopping cart reserve the product?

Adding a product to the shopping cart does not reserve the product, so the availability or price may change while the product is in the shopping cart. The reservation for the product only takes place when you proceed to pay for the purchase.


Can I order products to Åland or abroad?

We deliver orders to Åland without VAT. The value added tax portion is automatically removed from the order in the shopping cart, before the order is paid for. After placing the order, you will find the VAT information removed from the payment breakdown of the order confirmation. In addition to Finland, we also deliver orders to Sweden. Please note that it is not necessarily possible to order marketplace products or order products to Åland or abroad.


On the product pages availability section, there is a mention of "Available, as a order product". What does it mean?

Order products are also available in our online store and they are delivered directly from our supplier's warehouse. The estimated shipping date for order products is usually a little longer than for products that are immediately in our own warehouse. You can always see the estimated shipping date on the product page. Most of the ordered products are delivered by Posti or Matkahuolto delivery methods, but some suppliers also use other transport companies, e.g. UPS, DB Schenker, Bring or PostNord.


The product page has a text "Market place product" above the product image. What does it mean?

Karkkainen.com is a marketplace platform on which, several independent Marketplace merchants are operating on, in addition to Kärkkäinen. You recognize the marketplace product by the text "Marketplace product" on the product page. Marketplace merchants are independently responsible for product storage, order processing, delivery methods and terms, as well as complaints and customer service related to marketplace orders and products.


Can I change or cancel my order?

Karkkainen.com is a marketplace platform on which, several independent Marketplace merchants are operating on, in addition to Kärkkäinen. Marketplace merchants are independently responsible for processing and delivering orders, as well as complaints and customer service related to orders and products. Orders cannot be changed or canceled as self-service in the online store. Regarding the change or cancellation of the order, you should contact us via the "Customer Service" button found on your order confirmation. In this way, your contact will be directed to the correct Marketplace merchant for processing. If you are registered as our customer, you will also find the "Customer service" button in your order history.


En ole saanut tilausvahvistusta. Kuinka toimin?

Tilausvahvistus osoittaa, että olemme ottaneet tilauksesi vastaan. Tilausvahvistus toimii tositteena ostoksestasi. Mikäli et ole saanut tilausvahvistusta, tarkistathan ensin sähköpostin roskapostit- kansion. Jos tilausvahvistus ei ole tullut perille, ota yhteyttä asiakaspalveluumme. Löydät yhteystietomme sekä aukioloaikamme täältä.


I have not received an order confirmation. What to do?

The order confirmation shows that we have received your order. The order confirmation serves as proof of your purchase. If you have not received an order confirmation, please first check your e-mail's spam folder. If you have not received the order confirmation, please contact our customer service. You can find our contact information and opening hours here.


Can orders be placed by calling or emailing?

To guarantee data security, we do not accept orders by e-mail or telephone. For this reason, placing an order and paying can only be done in our online store.


How are the orders delivered?

Marketplace traders define their own delivery methods and costs and choose the transport company to use. If you order products from different Marketplace merchants, you will receive a separate shipment from each one, and shipping costs will be charged per merchant. More detailed estimated shipping dates for the products are announced on the product page. When we have processed your order, you will receive a delivery confirmation in your email. In the delivery confirmation, you will find a link to track the shipment. Please note that there may be a delay in tracking the shipment, as it may take 1-2 days for the events to be registered by the transport company. You can find more information about delivery conditions here and delivery methods here.


How can I track the progress of my order?

When we have processed your order, you will receive a delivery confirmation in your email. In the delivery confirmation, you will find a link to track the shipment. Please note that there may be a delay in tracking the shipment, as it may take 1-2 days for the events to be registered by the transport company. If you haven't received a delivery confirmation, we recommend checking your e-mail's spam folder.


Why didn't the delivery of my order arrive at the chosen pick up parcel machine?

If the shipment is too large for Posti's or Matkahuolto's pick up parcel machine, or the machine's compartments are full, the shipment is delivered to the pick-up point closest to the pick up parcel machine. In the arrival notification, you will receive information if the shipment could not be delivered to the selected pick up parcel machine, as well as information from where you can pick up the package.


I only received part of my order, when will I receive the rest?

The order is delivered in several shipments, if you order products from different merchants or the products are delivered from different stores or warehouses of Kärkkäinen. The order confirmation states the estimated shipping quantity of your order. We send a separate delivery confirmation for each shipment, excluding some ordered products delivered from our supplier's warehouse. You will receive a text message notification about them when the shipment is available for pick-up or when the home delivery is coming.


I didn't manage to pick up my order in time, and my package has been returned. What to do?

If you do not pick up your package by the date indicated in the arrival notice, the package will be returned to the sender undelivered. The unclaimed package will be refunded to the payment method of the order, the processing time for returns is about two weeks. Uncollected orders will not be sent again.


I chose Pickup from the store as the delivery method for the order. Can I pick up my order right away?

Pick up from the store - the delivery time of the order is 1-2 business days, so unfortunately you cannot pick up the order right away. When the order has been processed and can be picked up at the pick-up point of the selected store, you will receive a notification via text message and email. Pickup is available in all of our stores.


I can't pick up my order from the store myself. Can another person pick it up for me?

Yes, you can authorize another person to pick up your order from the store by sending them the pickup notification you received as a text message or email. When picking up the order, the person you authorize must present a pick-up notice and an identity card.



Returns and complaints


What to do if the product I ordered is defective or wrong?

If the product you ordered is defective or incorrect, leave a contact request via the "Customer Service" button found on your order confirmation. If the product you ordered was marketplace product, the contact will be directed to the correct Marketplace merchant for processing. If you are registered as our customer, you will also find the "Customer service" button in your order history. Marketplace merchants are independently responsible for order confirmations, delivery delays, and damage, so contacts regarding returns and complaints should be handled by the Marketplace merchant that sold this product.


How do I return a product?

Return instructions vary by merchant. Check the return instructions for the product you ordered by clicking the "Customer Service" button found on your order confirmation. You can find return instructions by choosing "Returns and complaints" as the contact subject and the order to which the return applies. If you are registered as our customer, you can also find return instructions in your order history. If it's a warranty or maintenance issue, first contact us through the "Customer Service" button found on your order confirmation. Here you can find return instructions for products sold and delivered by Kärkkäinen. Please note that Kärkkäinen does not receive or process returns from other Marketplace merchants. Returns of Marketplace products are always delivered directly to the Marketplace Merchant in accordance with their return instructions.


Does the return right apply to all products?

Some products have return restrictions. You can find the restrictions on returns here.


What to do if the product I ordered shows a defect during the warranty period?

For warranty and maintenance matters, first leave a contact via the "Customer Service" button found on your order confirmation. Your contact will be directed to the Marketplace merchant who sold the product for processing. If you are registered as our customer, you will also find the "Customer service" button in your order history.


How is the payment refunded when returning a product?

The refund for the return is paid to the same payment method with which the order was paid in the web-store. You will receive a notification in your e-mail when your return has been processed and the payment has been set to return. After processing, it usually takes a few banking days for the refund to appear in your payment method. If an invoice is selected as the method of payment for the order, a credit will be made directly to your invoice through the credit provider. If you have already paid your invoice to the credit provider, you will be contacted by e-mail about repayment. Please remember to keep the receipt from sending the return until you have received a refund notification or received a new product in its place. The processing time for returns is about two weeks.



Customer service and shopping in the online store


How can I contact customer service?

When your contact concerns an existing order, contact us via the "Customer Service" button found on your order confirmation. In this way, your contact will be directed to the right merchant for processing. If you are registered as our customer, you will also find the "Customer service" button in your order history. Karkkainen.com is a marketplace platform on which, several independent Marketplace merchants are operating on, in addition to Kärkkäinen. Marketplace merchants are independently responsible for processing and delivering orders, as well as complaints and customer service related to orders and products. For matters related to online shopping and ordering, you can contact us by e-mail at asiakaspalvelu@karkkainen.com. You can find our contact information and opening hours here.


I have a gift card to Kärkkäinen. Where can I pay with the gift card?

The gift card can be used as a means of payment in the Karkkainen.com web-store and in all Kärkkäinen department stores. To pay in the web-store, you need the gift card number and PIN code. In an electronic gift card, these can be found in the gift card message and on the back of the physical gift card. If you have an electronic gift card, payment is made in the department store using the QR code found in the gift card message. So far, it is not possible to pay for one order with more than one gift card in the web-store. You can use several gift cards for one purchase in the store. The gift card does not have to be used all at once, but the payment can also be made in parts. The gift card cannot be exchanged for money, and there is no right of cancellation or refund. Please note that marketplace products cannot be paid for with a Kärkkäinen gift card.


How can I buy a gift card for Kärkkäinen and how is it delivered?

Gift cards can also be bought at our department stores info desks and cash registers, where you can load the desired amount onto the gift card. If you buy an electronic gift card from our online store, you can add a message to the recipient of the gift card, for example congratulations or a greeting. A gift card purchased in the web-store is always delivered electronically. The subscriber of the gift card can choose to have the gift card delivered directly to the gift recipient's e-mail or by text message. If you choose the delivery of the gift card via text message, the gift card will also be delivered to the subscriber's email address. When ordering from the online store, you can set the desired shipping date for the gift card yourself, when it will be sent to the recipient. You can buy a traditional, plastic gift card from our department stores. It is the responsibility of the recipient of the gift card to keep the gift card so that the information needed to pay with the gift card remains safe. We do not replace a lost or expired gift card. Please note that when ordering a gift card, you cannot choose an invoice as a payment method. The gift card is valid for 12 months from the moment of purchase. Kärkkäinen's gift card cannot be used as a payment method for marketplace products in the web-store.



Kärkkäinen Marketplace


What is the Kärkkäinen Marketplace and how does it work?

Markkinapaikka enables our selected partners, i.e. Markkinapaikka merchants, to independently add and sell products in our Karkkainen.com web-store. In the case of Marketplace products, the trade relationship is created between the customer and the Marketplace Merchant. Marketplace merchants are responsible for the storage of the products they sell, order processing and delivery, as well as customer service and product returns themselves. Ordering and paying for marketplace products takes place in the same way as ordering Kärkkäinen's own products. You can read more about Kärkkäinen Market place here.


How do I identify a Marketplace product?

You can recognize a marketplace product from the text "Marketplace product" on the product page. The product page also shows the name of the Marketplace merchant responsible for the sale and delivery of the product. By clicking on the name of the marketplace merchant, you can get to know the merchant in more detail. The same product can be sold by more than one Marketplace merchant. In this case, there is a "Also available from other merchants" button on the product page. By clicking the button, you can see the prices of other merchants and you can choose the offer you want. You can read more about Kärkkäinen Market place here.


Why is there different prices displayed on the product page?

In addition to Kärkkäinen, the same product can be sold by several Marketplace traders. Marketplace merchants define the prices of their products themselves, so several different prices may be visible for one product. You can select your desired Marketplace merchant from the "Also available from other merchants" menu.


Why do I have to pay several shipping costs?

Each Marketplace merchant determines the shipping costs themselves. If you order products from several different Marketplace merchants, shipping costs will be charged separately for each merchant.


Who do I contact when my matter concerns a product ordered from a Marketplace merchant?

You can reach out to the Marketplace merchant via the "Customer Service" button found in your order confirmation. If you are registered as our customer, you will also find the "Customer service" button in your order history.


How do I return the product I ordered from the Marketplace?

Each Marketplace merchant defines its own return instructions, according to which you must make the return directly to the Marketplace merchant. Check the return instructions for the product you ordered by clicking the "Customer Service" button found on your order confirmation. You can find return instructions by choosing "Returns and complaints" as the contact subject and the order to which the return applies. If you are registered as our customer, you can also find return instructions in your order history.


I have ordered a Markkinapaikta product, but it is defective or incorrect. What to do?

If the product you ordered is defective or incorrect, leave a contact request via the "Customer Service" button found on your order confirmation. Your contact will be directed to the correct Marketplace merchant for processing. If you are registered as our customer, you will also find the "Customer service" button in your order history. Marketplace merchants are independently responsible for order deliveries, delivery delays and damages, so contacts regarding returns and complaints must be addressed to the Marketplace merchant offering the product.


Can I use Kärkkäinen gift card or discount code for the Marketplace order?

Unfortunately, Kärkkäinen gift cards or discount codes received from Kärkkäinen cannot be used to purchase Marketplace products.