Frequently asked questions

Here’s a list of frequently asked questions. If you still can’t find and answer to your question, our customer service is happy to help!

For product related questions (ex. care instructions), then please see our Product FAQ.
 

Ordering

  • How do I place an order?
    1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
    2. If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart.
    3. Click ‘Go to checkout'. You can order as an existing Myittala member, register for Myiittala or as a guest without registering.
    4. Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
    5. Click ‘Go to payment’  to complete your order with our secured payment.
    6. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.
  • Can I ship products to another address than my billing address?
    Yes, as long as the billing and shipping addresses are within the same country.
  • How can I redeem a promotional code?
    Just add your promo code inside the promo code field on the shopping cart page. (Please note: Codes are case sensitive. Please check your promotion for specific restrictions.)
  • Can I order by phone?
    We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Service.
  • Can I cancel my order?
    We have an automated system that prepares your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact Customer Service. Kindly have your order number ready (located in the order receipt and confirmation emails). If you are unable to cancel your order, there’s a 14 day return period. For more information about returns, please go to “Can I return products that I ordered?” section.
  • Can I change the shipping or billing address after placing my order?
    Shipping or billing address corrections can be made with our Customer Service.
  • Can I add or remove products after placing my order?
    Unfortunately, we’re unable to add or remove products once an order has gone through. Please contact Customer Service to make changes to your order. Also, our return policy allows you 14 days to return a product.
  • What if the price changes after I've ordered?
    We’re always updating our products and prices. Therefore, even if the price changes, you will still be charged the amount that was valid when you placed your order.
  • Where can I find information about corporate responsibility?

Payments

  • Which payment options are available?
    We accept Mastercard or VISA.
  • When is the payment charged from my credit/debit card account?
    When you place your order, your bank makes a reservation for the total amount on your card. We’ll charge your card when your order is shipped from our warehouse. Once the order has shipped, you’ll get a shipment confirmation email.
  • Where can I use my gift card?

    You can use gift card in one of our Iittala stores or outlets. Unfortunately, gift cards are not valid at the Iittala web store at this time.

    Find your nearest Iittala store or outlet.

  • Why won’t my payment go through?

    If your payment is unsuccessful, please check the following:

    • Did you enter your card and billing details correctly?
    • Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
    • Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?

    If the problem persists, please contact your bank.

  • How do I know my details are safe?

    We take privacy and security very seriously.

    When you place an order, we process it using a secure server which encrypts your information before it's transmitted.

    We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure.

    We process your payment and registration information confidentially.

    We follow strict security procedures when storing and using your information to prevent unauthorised access.

    We work together with Ogone for secure and fast payment procedures (https://payment-services.ingenico.com/int/en). All the information you provide is encrypted using the SSL protocol and can’t be detected, intercepted or used by third parties. Our system doesn’t store any credit card data you provide to purchase our products. Ogone processes transactions for online shops worldwide and has a PCI level 1 certification.

    For more information on how we collect and process your information, view our Privacy Policy.

Shipping and Deliveries

  • How long will my delivery take and what does it cost?

    You can choose your preferred delivery method from the following options:

    UPS Standard

    Normal delivery time is 3-5 business days after it has left our warehouse. You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you canuse to follow up on your delivery. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you.

    Flat rate delivery charge of 15€ for Standard delivery whatever the weight, size or value of the package.

    UPS Express Saver

    You'll receive your express delivery shipment within 24-48h after it has left our warehouse. You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you.

    Flat rate delivery charge of 30€ for express delivery with no weight or size limits.

    Please note that deliveries to remote locations can take 1-2 days longer. If there is no UPS Access Point near you or UPS is unable to leave you a note, please contact UPS to agree a new delivery time.

  • I didn’t receive all the products I ordered, what should I do?
    Please note that the products you’ve ordered may be shipped in several deliveries. If a product is out of stock, we’ll ship it as soon as it becomes available again.
  • Where do you deliver?

    We deliver to Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia and Slovenia. For deliveries to the following countries please visit our local webstores: Australia, Finland, France, Italy, Spain, Sweden and United Kingdom.

    We are not able to deliver to the following: VAT-free areas, PO Box addresses, hotels, hostels or army barracks.

  • How can I track the delivery of my order?
    To find out where your delivery is and when to expect it, find a tracking link in your shipment notification email.
  • What happens if I’m not there to receive my delivery?

    Home deliveries are made during business hours from Monday to Friday, excluding public holidays. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you. UPS Access point will store your package for 10 days.

    If there's no Access Point near you or UPS was unable to leave you a note, please contact UPS to arrange a new delivery time.

    If your package cannot be delivered or it is not picked up from a pick-up point, it will be returned to us. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will consider your order cancelled (even in the absence of your formal cancellation) and we will issue you a full refund, including the delivery costs.

Returns and Refunds

  • Can I return products that I ordered?

    For all products ordered from our Iittala web store, you have a right of return and refund during a period of fourteen (14) days from the day you receive your order. You can return the  products free of charge.

    In case you want to return a product during the withdrawal period, please contact our Customer Service indicating that you wish to return product(s) in your order. Please indicate your name, the products you wish to return as well as the order number and date. Our Customer Service will give you further instructions on how to return the products.

    You must return the products to us without undue delay. Products need to be unused.

    Please pack the  products carefully and place the filled return form inside the package. Attach the return label on top of the package and you can take it to the nearest UPS Access Point.

    Find a UPS Access Point near you.

  • How long will my refund take?

    As soon as we've received the product(s) back and validated the return, we'll process your refund. We'll email you when we've refunded your payment to your credit/debit card. You should receive your refund within fourteen (14) days after we receive the items.

  • What if the products received are damaged or incorrect?
    We're sorry for the inconvenience. Please contact our Customer Service and they will assist you. Indicate your name, order number and products concerned. Attach an image of damaged products if possible. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.

Myiittala

  • What are the benefits of registering?
    • Get the hotline for news and member benefits.
    • Get access to all your personal information through My Account.
    • Get rewarded twice a year based on your purchases during the last six months.
    • Track the progress of your orders to find out when they are sent.
    • Complete the checkout process faster since we already know you.
    • Your My Account also securely stores your details, including your delivery address, so you only have to enter it once. This also helps us with any queries you may have. (Please note: We do not store credit card information.)
    • Personal details and preferences can be changed anytime when you sign in.

     

     

  • What if I forgot my password?

    You can order a new password here. Enter the email address you used for registering as a Myiittala member and click "Send email". We'll email you a link from which you can reset your password. If you can't see our email in your inbox, please check your spam filter.

  • How do I sign in to Myittaala?

    You can sign in anytime with the email address that you used to register for Myiittala as your user name. If you’re signing into My Account for the first time, you can find instructions on how to create your personal password here. If you can't see our email in your inbox, please check your spam filter.

    To prevent misuse of your My Account, please keep your password safe and secure.

  • How can I change my Myiittala member information?

    You can change your personal information in the My Account pages on our website. Sign in by clicking the account icon on the upper right hand corner then go to your personal information page.

  • How do I check my purchase history?

    If you are a Myiittala member you can see your purchase history under My Account and My Purchases. Just sign in with your Myiittala credentials and go to your My Account page by clicking the account icon on the top right corner. Under My Purchases you can track your online orders and see your purchase history for the last 12 months.

  • How do I accrue my Myiittala membership benefits with purchases made in Iittala stores or the Iittala web store?

    As a Myiittala member, every purchase you make counts towards your six-month purchase total, which is the basis for Myiittala vouchers issued in February and August. The first accrual period of the year runs from January to June and the second from July to December. The purchases you make within these six (6) months count towards the value of the voucher as follows:

    • Purchases of at least EUR 150 in six months – voucher value: EUR 10
    • Purchases of at least EUR 250 in six months – voucher value: EUR 20
    • Purchases of at least EUR 500 in six months – voucher value: EUR 50
    • Purchases of EUR 1,000 or more in six months – voucher value: EUR 100

    Vouchers issued in February are valid until the end of June, and vouchers issued in August are valid until the end of December.
     

  • How do I use Myiittala vouchers?

    You can use Myiittala vouchers to pay for online purchases as well as purchases made in our own Iittala stores and outlets in Finland, Sweden, the Netherlands, Germany and Belgium.

    The value of any valid voucher is tagged onto your membership data: when you use a voucher in one of our stores, please inform the checkout assistant that you are a Myiittala member and provide a valid i.d.

    The voucher can also be used to pay online: www.iittala.com (delivery to selected European countries) and store.iittala.fi (delivery to Finland) .

    Using the web store, you can see the value of your voucher upon login. When you go to the checkout, you can choose whether you wish to use the voucher for the current purchase.

    The voucher does not count towards the purchases that determine the value of your next voucher, and it cannot be redeemed in cash.

    If a voucher is not used within its period of validity, the total value of accrued purchases will not be carried forward to the next period and the voucher will expire.

    Reward vouchers cannot be combined with certain campaigns and promotions. 

    Vouchers are personalized and can only be used to pay for products. They are valid until the end of June or December, depending on the date of issue.

  • How do I use Myiittala vouchers online?

    Once you’re logged into the web store, you can check the value of your voucher on the ‘My Account’ page and in your shopping cart. To apply your voucher to a purchase, go to the checkout and the open  balance of your active reward voucher will be automatically deducted from the total sum of your order. (Vouchers can’t be applied towards shipping costs.)

    The voucher is personalized and its value is connected to your membership data.

    When you wish to use your voucher, sign in before making the purchase.

    No change is returned when using a voucher; any remaining value is available for use for future purchases as long as the voucher is valid.

    The voucher does not count towards the purchases that determine the value of your next voucher, and it cannot be redeemed in cash.

    If the voucher is not used within the valid period, the total value of accrued purchases will not be carried forward to the next period and the voucher will expire. Vouchers can only be used to pay for products. Vouchers cannot be used to purchase gift cards or to pay for delivery or other services available on the web store.

Web store customer service

  • email: webstore@iittala.com

    tel. 00800 1881 8888 (France, Denmark, Netherlands, Sweden and UK)

    tel. 00800 8005 7800 (Belgium, Germany)

    Local phone rates apply. We serve you in English.