Frequently asked questions

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 (UK, Netherlands, Germany, Belgium, Sweden, Denmark) from Monday to Friday, from 7 am to 3 pm CET. Local phone rates apply.
 

Ordering and paying

  • How do I place an order?

    You can place an order by following the steps below:

    1. Add the product to your shopping basket by clicking on the shopping basket icon.
    2. Hover over your shopping basket in the upper right-hand corner and click Checkout at any time to see what you've selected, change quantities or remove items.
    3. If you have a discount code, enter it in the promo code field.
    4. When you’re ready to buy, click Checkout.
    5. You’ll have the option to order as an existing Myiittala member, to register and order as a new Myiittala member or to order without registering.
    6. Enter your shipping and billing details. If you’re a Myiittala member, your details will be prefilled. If needed, you can always change the details.
    7. Before placing your order you’ll 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.
    8. Click Go to payment and enter your credit card details.
    9. After a successful payment, you’ll see a summary of your order, and we'll email you your order confirmation.


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

    • You’re at least 18 years of age;
    • You’re 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 items to an address other than mine?

    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, as long as the address is in the same country.

  • Do you offer VAT-free sales?

    Please note that we do not provide VAT 0% invoices as our Iitatla web store accepts sales to private consumers only.

  • Can I order by phone?

    We regret that we’re unable to accept orders by phone, but we’re happy to assist you placing an order. Just call our Customer Service at 00800 800 57800, local phone rates apply. Our Customer Service representatives are available from Monday to Friday, from 7 am to 3 pm Central European time, excluding Finnish public holidays.  (For more details click Finnish public holidays)

  • Can I cancel my order?

    Our online ordering process is very automated, and as soon as we've authorised your payment, we get ready to ship your item(s). If you however need to cancel your order, please contact our Customer Service immediately by phone 00800 800 57800 (local phone rates apply) or email webstore@iittala.com from Monday to Friday, from 7 am to 3 pm Central European time, excluding Finnish public holidays. Our Customer Service representatives will check if it’s still possible to cancel your order. Please clearly indicate your name and your order number. You can find the order number it in the order confirmation and shipping confirmation emails we’ve sent you. If it’s too late to cancel your order, you still have the right to return your order under the 14-day withdrawal period. For more details on return conditions please see the section below called “What if I want to return my order”.

  • Can I change the shipping or billing address after placing my order?

    If you notice the shipping or billing address is incorrect, please contact our Customer Service immediately by phone 00800 800 57800 (local phone rates apply) or email webstore@iittala.com from Monday to Friday, from 7 am to 3 pm Central European time.

  • Can I add or remove items after placing my order?

    We regret that we’re unable to modify any orders afterwards.

  • 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’ll 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. If you have a valid Myiittala voucher, you can also use that for payment.

  • When is the payment 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. 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.

  • Why has my payment been unsuccessful?

    Things to check in case your payment hasn't been successful:

    • 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 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 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 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.
     

  • Where can I find information about corporate responsibilty?

    Meer informatie over de zakelijke verantwoordelijkheid van Fiskars Finland vindt u hier.

Shipping and deliveries

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

    You can expect your order within 6-8 business days from ordering. Please note there are no deliveries during the weekend. Deliveries to some remote places may take an extra 1-2 days.

    The cost for standard delivery is 15€. Delivery charges are the same whatever the weight of the package or amount of them.

  • I didn’t receive all the items I ordered, what should I do?

    Please note that the items you’ve ordered may be shipped in several deliveries. If an item is out of stock, we’ll ship it as soon as it becomes available again.

    If you haven’t received all the items you’ve ordered within two weeks from ordering, please contact our Customer Service immediately by phone 00800 800 57800 (local phone rates apply) or email webstore@iittala.com from Monday to Friday, from 7 am to 3 pm Central European time.

  • Where do we deliver?

    We deliver to

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

  • How do I track the progress of my order?

    You can find a link to track your delivery in your shipment notification email. This way you can track your delivery and find out exactly where it is and when to expect it.

  • 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. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will in such cases consider that your order has been cancelled (even in the absence of your formal cancellation) and we will issue you a full refund, including the delivery costs. We're not able to resend orders that have been returned to us - you will need to place a new order.

Returns and refunds

  • 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. You can find the order number it in the order confirmation and shipping confirmation emails we’ve sent you.

  • How can I return my order?

    For all products ordered from Iittala web store, you have a right of return and refund during a period of fourteen (14) days from delivery date (so called “withdrawal period”). In case you want to return a product during such withdrawal period, please contact our Customer Service by phone 00800 800 57800 (local phone rates apply) or email webstore@iittala.com indicating that you wish to withdraw from the contract. Please also clearly indicate your name, the products you wish to return as well as the order number and date.
    You must return the products to us at our cost without undue delay. Please note that prior to sending us any products, you will need a return code given to you by our Customer Service to be filled in in the return form.

  • 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 fourteen (14) days from your notice of cancellation.

Myiittala

  • 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 cannot sign in as a Myiittala member?

    If you have not yet logged into your member account, just simply create your account and follow the steps below. 

    Fill in the registration form with the email address you gave us when you signed up.
    Then click ‘Join Myiittala.’
    After receiving an email to reset your password, you’ll be able to login to enjoy your member benefits online.
     
  • 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.