RETURNS AND RECLAMATIONS
If you are not satisfied with your purchase, you can return the ordered products within 14 days of receiving the order. The product must be in the same condition as when purchased.
If you want to cancel the order, please note that we also use our return policy for canceled and unclaimed orders and charge handling fees regardless of whether the product has already been packed.
In Finland, the return shipping cost is €4.90 per return. The return shipping costs will be deducted from your refund amount.
Pack the products well (preferably in the same package you received them in) and include the following information with your return:
- Order number
- Name of the buyer
- Reason for the return: return / complaint
- Products to be returned
- Do you want a refund to the original payment method or a gift card (the gift card can be used at Ninyes' online store)
Return to store
You can return your order free of charge to our Lauttasaari location during customer service hours, Tue-Thu 12-16. Our address is Veneentekijäntie 18 B2, Helsinki.
Return by mail
You can use Posti's customer return service for packages. You will not be charged for shipping when you use our customer return ID 671577. However, we will charge a handling fee of €4.90 for all returns, which will be deducted from the refund.
Write our address and customer return ID on the package:
Customer return ID: 671577 / Ninyes Oy
Return address: Asiakaspalautus, Veneentekijäntie 18 B, 00210 Helsinki
Take the package to a Posti service point. Ask for a receipt for the return at the Posti counter so you can get a tracking code. This will help if the package needs to be tracked for any reason.
You can also return the package to Posti's parcel lockers with our agreement number 671577 and "Helposti" code. For more information, visit: https://www.posti.fi/fi/henkiloille/paketit-ja-seuranta/palauta-paketti. Select "Return with an agreement number" and enter our ID number in the "Agreement number" field. Fill in your own information and reserve a locker at the nearest Posti parcel locker.
Return with Schenker
If you placed the original order with Schenker, you can return the package to the same location where you picked it up. You will not be charged for shipping with Schenker. However, we will charge a handling fee of €4.90 for all returns, which will be deducted from the refund.
Make sure the original address label is visible on the package. Ask for a receipt for the return at the counter. This will help if the package needs to be tracked for any reason.
Please keep the receipt for the return until you receive the refund or confirmation that the return has been processed. The receipt serves as proof of the return in case the package goes missing.
Sweden, Denmark, Baltic countries, Germany, Belgium, Netherlands, Spain
You will receive return instructions and a return label to be attached to the package with your order. The return fee of 5.90€ will be deducted from the amount to be refunded to you.
You can also return the order from other countries, but you will have to pay for the return shipping costs yourself.
Please contact our customer service at email@example.com and we will provide you with detailed instructions for returning the order. Please include your name, order number, phone number, and which products you want to return in your message.
The processing time for returns is 7-14 business days. You will receive an email when your return has been processed. The purchase amount of the returned items will be automatically refunded to the payment method you used or, upon request, as a gift card. We will deduct any applicable return shipping costs from the value of the returned items.
If the product discount, shipping discount, or any other equivalent you received after your purchase is no longer applicable, this will be taken into account in the refunded amount.
If you return your entire order, we will refund you the original shipping charges you paid at the time of purchase. Otherwise, shipping costs will not be refunded.
You can make a complaint if the product does not match the product description or pictures, or if the product is a counterfeit. Reclamations cannot be made for errors described in the product description, for smells (we recommend washing all clothes before use), small or inconspicuous stains or wear, small differences in picture colors, or if the product is unsuitable. However, you can always use our 14-day return policy.
If the product you received is faulty, you can make a complaint within 14 days of receiving the product by sending us a picture of the product's defect, an explanation of the situation, your order number, your name, and phone number by email to firstname.lastname@example.org. We will get back to you as soon as possible! In reclamation cases, we do not charge return costs.
If the amount of your sale, postage or other similar charge you received after the return is no longer avaliable, this will be taken into account in the amount to be refunded.
If you return the whole order, we will refund you the original shipping costs charged with the order. Otherwise, shipping costs will not be refunded.
If the product has been lost during transportation, damaged, you have been delivered the wrong product or the product has not arrived within a reasonable time, please immediately notify our customer service at email@example.com. We will investigate the matter on your behalf.