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International

Timeless design since 1881. Welcome to Iittala world. We’ll deliver orders to the following countries:

Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and United Kingdom.

Suomi

Tervetuloa Iittala-verkkokauppaan.

Verkkokauppamme tarjoaa laajan valikoiman Iittalan, Arabian, Hackmanin ja Fiskarsin kodintuotteita sekä Rörstrandin valikoidut sarjat.    

Deliveries only to Finland.

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For your convenience we have compiled a list of frequently asked questions, divided into various topics. If your question is still not answered here, please feel free to contact our Customer Services directly by email webstore@iittala.com  or phone on 00800 800 57800 (local phone rates apply). 

Ordering and paying.

How to place an order and how to pay at the Iittala.com web store.

See the specific Q & A for ordering and paying.

Shipping and deliveries. 

We are currently shipping to selected European countries: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and United Kingdom.

See the specific Q & A for shipping and deliveries.

 

Returns and refunds.

We understand that sometimes not everything works out as planned even though you love Iittala’s products.

See the specific Q & A for returns and refunds.

Myiittala and My account.

As a registered Myiittala member you have full access to your order history online.

See the specific Q & A for Myiittala and My account.


 How do I find a product?

There are several ways to find a product in the Iittala web store.

  • To browse all our products by category, product series or designer, use the main navigation.
  • To search for a product, use the Search box in the top right-hand corner - type a keyword e.g. series (“Teema”), a designer (“Franck”) or a sub category (“Plate”). After searching, you are able to refine your search results by e.g. product series, category, designers, colour, new and sale items. You are also able to sort your search results either alphabetically (ascending or descending) or by price (lowest or highest first).
  • The latest availability status is listed on each product page. If the product is available there is a shopping basket icon, if the product is temporarily out of stock the shopping basket icon is replaced with the arrow icon. There will be text on individual product pages indicating when the product is temporarily unavailable.

How do I place an order?

You can place an order by following the different steps below. Note that English is the only language offered for conclusion of the online contract between you and us in the Iittala web store.

  1. Find the product you want.
  2. Click on the Shopping basket icon to add the product to your shopping basket.
  3. Carry on shopping if you want to buy something else.
  4. Hover over your shopping basket in the upper right-hand corner of the shop page and click Checkout at any time to see what you've selected, change quantities or remove items.
  5. When you are ready to buy, click Checkout.
  6. You will be able to checkout as an existing Myiittala member, to register and checkout as a new Myiittala member, or to checkout as a guest. 
  7. If you are a Myiittala member your personal information will be pre-filled and you can change the shipping address if needed. If you are not yet a Myiittala member you can register to become a member and then sign in. Registering is easy and you just need to fill in your personal information in order to get Myiittala member benefits. Or if you prefer to checkout as a guest you only need to enter your shipping and billing information.
  8. Enter your payment details and click Complete order. (Please note this may take a few minutes as we are authorizing your credit card).
  9. Before placing your order you will be requested to accept our Sales terms, Privacy policy and Cookie policy (together referred to as our Terms). Thus by placing your order you agree to be bound by our Terms.
  10. You will see a summary of your order and we'll email you an order receipt.
  11. We'll get your order ready to ship - relax and wait for your items to arrive!
  12. You will receive a shipment confirmation once your order has been shipped.
  13. Your shipment confirmation will include all details of your order, including the VAT charges calculated for your order. Note that we do not provide VAT 0% invoices as our Iitatla web store accepts sales to private consumers only.

Note that you can place an order and buy products at the Iittala web store only if you satisfy the conditions below:

  • You are at least 18 years of age;
  • You are the owner or authorized older of a valid credit card to pay for your purchases; and
  • You agree to provide your real name and truthful and complete address, phone number, email address, payment details and other required information.
     

Can I order by phone?

You can call to our Customer Service and they can advise you to place an order online, just give a call to 00800 800 57800, local phone rates apply. Our Customer Service representatives are glad to assist you from Monday to Friday, from 8 am to 4 pm Central European time, excluding Finnish public holidays.  (For more details click Finnish public holidays)
 

Can I cancel my order?

We recommend you call Iittala Customer Service at 00800 800 57800 (local phone rates apply) if you need to cancel your order. Have your order number at hand. You can find it in the order receipt and shipping confirmation emails we have sent you.

Our online ordering process is very smooth and as soon as we've authorised your payment we get ready to ship your item(s). You will be able to cancel your order until the item(s) are being shipped (i.e. before you have received our shipment confirmation email). Once shipping has been initiated, you are not able to cancel the order any longer but you still have the right to a refund after the product has been returned if the product is incorrect or defective, or on notifying us of your cancellation of the contract under the 14-day cooling off period. In Germany you will also have your statutory rights of withdrawal within 14 days. For more details on return conditions please see the section below called “What if I want to return my order”.

Once you've successfully cancelled your order, we'll send you an email to confirm that your order has been cancelled.
 

What if the price changes after I've ordered?

We constantly update our product assortment and prices. All our prices, including promotions and special offers, are valid as shown on the website when you order. We'll confirm the amount payable before you complete your order. Even if the product price changes, you will still be charged the amount which was valid when you placed your order.
 

How can I pay for my purchases?

You can pay for your order by using a MasterCard or VISA credit card.

When is the money charged from my credit/debit card account?

When you place your order your bank may reserve the funds, which means you won't be able to access them. When your order is shipped from our warehouse, we will receive your payment. When the order is shipped, you will get a shipment confirmation email.

Why has my payment been unsuccessful?

Things to check in case your payment has not been successful:

  • Did you enter your card information 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 address for example. For more details on our delivery conditions, please the section below called “Where do we deliver”.
  • Did you enter the right 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)?
  • Do you have sufficient funds available in your account or on your credit card?
  • Is your credit card enrolled for online purchases?

In unclear cases please contact your issuing bank for further information.

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, remains 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 (www.ogone.com). All the information you provide is encrypted using the SSL protocol and cannot be detected, intercepted or used by third parties. Our system does not store any credit card data you provide to purchase our products. Ogone processes transactions for over 40.000 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.

Can I change shipping and billing address after I completed my order?

You cannot change the shipping and billing address after the order has been completed. If you made a mistake in your shipping and/or billing information and you notice it after placing your order, please contact our Customer Service at 00800 800 57800 (local phone rates apply). They can cancel your order for you and then you will be able to place a new order with corrected shipping and/or billing information.


How long will delivery take and what does it cost?

Delivery cost and  times for standard delivery are 15 euros, 6-8 working days (9am-5 pm local time)

  • There are no deliveries during the weekend.
  • Delivery charges are the same whatever the weight of the package or amount of them.


Where do we deliver?

We deliver to Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and United Kingdom. We are not able to deliver to VAT-free areas, or to PO Box addresses, hotels, hostels or army barracks outside of the country in question. Some remote places may take an extra 1-2 days on top of the delivery times given above.

In most countries we deliver to your doorstep - directly to the shipping address you have provided. If the first attempt fails the parcel(s) will be taken to the nearest parcel office and the recipient receives a notification card indicating where to go or whom to contact for the delivery. 

How do I track the progress of my order?

You will get a parcel tracking number in our shipment notification email. If you are registered to Myiittala, you can go to the My Account page and My purchases to track your order. The order status will tell you the progress of your order. You can also get the courier's tracking reference so you can track your delivery and find out exactly where it is and when to expect it. 

Can I get my item sent to another address?

Yes, when you place your order you can choose to have it shipped to an address that is different to that of your billing address, if the address is in the same country. Please note however, that once your order has been placed you can no longer change the shipping or billing address for that order.

What happens if I'm not in to receive my delivery?

Deliveries are made between 9am and 5pm your local time from Monday to Friday, excluding public holidays. If you're not at the delivery address when we try to deliver your package, the courier will leave a card with their phone number. Contact the courier call centre within 48 hours to rearrange your delivery. If you don't contact them within few days, they'll send your package back to us. When we receive it, we'll refund your credit or debit card. We're not able to resend orders that have been returned to us - you will need to place a new order.
 


What if there's a problem with my order?
Please contact our Customer Service at 00800 800 57800 (local phone rates apply) if there's a problem with your order. Have your order number ready. Our Customer Service will give you detailed information how to proceed if your order was damaged, the products you received are not the ones you ordered or if you have any other question about the items you ordered. 

What if the items received are damaged or incorrect?
Contact our Customer Service at 00800 800 57800 (local phone rates apply). Have your order number ready. If you receive a damaged or incorrect product we will offer to replace it within the limits of our stock.

What if I want to return my order?
 When you buy something at the Iittala web store, you have the right to a 14-day cooling off period. This means that you can contact our Customer Service at 00800 800 57800 (local phone rates apply) within 14 days from the date of receipt of the delivery to return the product free of charge. Have your order number at hand. Once we have received your notification of cancellation you'll receive a refund within 30 days. You must return the goods to us at our cost. Apart from the general return policy we are also offering the German general statutory cancellation policy, for orders placed in Germany only. See our section below on German statutory cancellation policy

What is the specific German general statutory cancellation policy?
For orders placed in Germany only, apart from the general return policy, we are also offering the German general statutory cancellation policy as follows:

If you have placed your order in Germany and you are not a commercially acting businessman according to § 14 BGB (German Civil Code), but a consumer according to § 13 BGB (German Civil Code), you have a right of withdrawal from the contract in accordance to the relevant statutory provisions and sections a) to c) below. For commercially acting businessmen according to § 14 BGB (German Civil Code) no such right of withdrawal exists.

(a) Right of withdrawal: You have the right to withdraw your declaration of contract without stating a reason within fourteen (14) days in written form (e.g. letter, email) or – if you have received the Products before the expiry of the term – by returning the Products to us within the stated time period. The stated time period commences with receipt by Fiskars Home of this information in written form, however not before the arrival of the Products at the recipient (for the recurring delivery of similar Products not before the arrival of the first part of the delivery), and also not before the fulfillment of our obligation to inform according to Article 246 § 2 EGBGB (German Civil Code Introduction) in connection with Article 246 § 1 (1) and (2) EGBGB (German Civil Code Introduction) as well as our obligations according to Article § 312g (1) sentence 1 BGB (German Civil Code) in connection with Article 246 § 3 EGBGB (German Civil Code Introduction). To comply with the stated time period it is sufficient to send the cancellation notice or the Products back in due time.
Your cancellation declaration has to be sent by post, telefax or email to:

Fiskars Home Oy Ab / Web store Customer Service
Hämeentie 135A,
00560 Helsinki
Finland
email: webstore@ittala.com 

The right of withdrawal can also be exercised by using our process for the return of Products. In such case, you need to contact our Customer Service either by phone at 00800 800 57800 or by email at webstore@iittala.com and we will arrange for pickup of the return package.  Note that you need to send the Products back in due time as mentioned above when exercising your right of withdrawal.

(b) Consequences of cancellation: In the event of an effective cancellation each party shall return the received services; the compensation for capitalized use (if any) shall be reimbursed. In case you cannot return or surrender the received Products and services as well as benefits enjoyed (e.g. benefits from usage) in total or in part or only in a deteriorated condition, you have to – insofar – provide respective compensation. This can lead to the consequence that you nevertheless have to fulfill your contractual payment obligation for the time period until the right of withdrawal is being exercised. For the deterioration of the Products and for benefits enjoyed compensation only has to be paid insofar as the use or the deterioration of the Products is due to a handling of them which exceeds the testing of the performance and the functionality. “Testing of the performance and functionality” means examining and trying out the Products as it is possible and usual for instance in a retail shop. Goods that were sent to you as parcels will be collected from your address. Please pack them in their original packaging. They have to be returned at our risk and in accordance with our return process described below in the “return and refund process” section of these Terms. The return of the Products is exempt from charges. Obligations for a refund of payments must be fulfilled within thirty (30) days. The stated period of time starts with the dispatch of your declaration of cancellation or of the Product(s), for us with their respective receipt.

(c) Exclusion of cancellation: The right of withdrawal does not exist in connection to the following distance selling contracts: contracts for the delivery of Products which are either custom-made according to your specifications or which are clearly custom-tailored to meet your personal demands or which are, due to their condition, not fit for reshipment.

How do I return an item?

  1. Contact our Customer Service by email at webstore@iittala.com stating your order number and giving further details on your type of return (return within the 14-day cooling off period or return for damaged or incorrect item) or call us at 00800 800 57800 (local phone rates apply) from Monday to Friday, from 8 am to 4 pm Central European time, excluding Finnish public holidays. (For more details click Finnish public holidays)
  2. Our Customer Service will confirm the validity of your return and arrange the return pick-up for you.
  3. Pickup will happen on the day after you request the return, excluding weekends and public holidays. Please call us to organize the return knowing that you can be present for the return pick-up the next day.
  4. Please prepare the products for pick-up in the original packaging and condition they were sent to you.
  5. Our shipping partner will bring all needed labels to attach to your packages at pick-up.
  6. If you are returning damaged or incorrectly delivered items, then once we have received your return, we will inspect the items and when return is confirmed, we will refund the relevant part of your original order. Once the refund is completed we will send you a refund confirmation email. In cases of replacement we will send you replacement items to your delivery address and send you a replacement shipment confirmation email.
  7. Please keep the products safe while they are in your possession and pack them carefully for the pickup in their original packaging. If damaged or incorrectly delivered returned items are not packed according the given instructions we may refuse a refund or replacement.
     

How long will my replacement take?
As soon as we've received the item back and validated it, we'll process your replacement. We'll use the same type of delivery as you chose originally and use the same delivery address as indicated in the original order. We'll email you when we've sent your replacement.

How long will my refund take?
As soon as we've received the item 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 30 days after we have received the items back and validated them.


What are the benefits of registering?

As a registered Myiittala member you can:

  • 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; 
  • view all your current order and past Iittala web store orders;
  • track the progress of your orders to find out when they are sent;
  • track your deliveries to find out when to expect your item(s); and
  • complete the checkout process more quickly since we already know you.

Setting up a new My account is easy. Simply fill in the registration form. You can also benefit your membership in our Iittala retail stores. Find your nearest store.

Your My account also securely stores your details, including your delivery address, so you only have to enter this once. This also helps us deal efficiently with any queries you may have. We will not store your credit card information.

If you need to edit any of your My account details, you can log in and edit them online - including your address and whether you wish to receive our e-communications.

Remember to keep your password safe so that no one else can view your orders or make orders using your My account.

What if I forgot my password?

If you forgot your password go to the Iittala web store Sign in page by following the Sign in link in the top right corner of the site. Enter your email address and click "Forgot your password?". We'll email you a new password. If you can't see our email check your spam filter, they can be over-sensitive to password reminders. 

How do I check my order history?

If you are a Myiittala member you can see your previous web store orders under My account and My purchases. Just sign in with your Myiittala credentials and go to your My account page by clicking the sign in link in the top right corner of the site. After signing in, you will be able to click the My account link in the top right counter of the site. From My account you can click on the My purchases link to find your orders. Your purchase history will be visible, and you can click on each order number individually to see more details.  If you wish to see entire purchase history, please login to Myiittala web site at www.iittala.com/myiittala
 

How do I accrue 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-monthly 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 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 be prepared to provide proof of identity.
  • The voucher can also be used to pay online: store.iittala.fi (delivery to Finland) and www.iittala.com (delivery to selected European countries).
  • 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.
  • Vouchers are personal 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?

When you are logged in to the web store, the value of your voucher is shown in the ‘My account’ section and in the shopping basket. When you wish to use your voucher to pay for an online purchase, collect the items you wish to buy in the shopping basket, proceed to the checkout and choose ‘voucher’ as a method of payment. Please note:

  • The voucher is personal and its value is connected to your membership data.
  • When you wish to use your voucher, log 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 period of validity, 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.