Ordering and payment

1. Add the products you want to your cart with the “Add to cart” button.
2. Go to checkout to pay for your order with the “Checkout” button.
3. Enter your email address and the delivery address you want. Your order confirmation will be sent to this email address.
4. Choose a delivery method.
5. If you have a discount code or gift card, enter it in the “Discount code or gift card” field and select “Apply”.
6. Choose a payment method.
   
7. Finally, select “Pay now”.

You can correct your details at checkout until you select “Pay now”. Once your payment has gone through, you’ll receive your order confirmation by email.

No, you don’t. With a customer account, however, you can see your order history and use Svala store credit. You don’t need a password to sign in: we’ll email you a 6-digit code.

At checkout, enter the recipient’s name and address as the delivery address. If checkout asks for a phone number, enter the recipient’s number so that the carrier’s collection notice goes to them. If the payment method asks for a billing address, select “Use a different billing address” and enter your own details. The order confirmation will be sent to your email.

Changing your order

We dispatch orders by the next working day at the latest. You can still change your order on the day you placed it, within customer service opening hours. If you want to change your order, contact customer service straight away.

Cancelling your order

Whatever the situation, cancel your order in the cancellation portal using your order number and email address. If your order includes a gift card, contact customer service about the cancellation.

• If your order hasn’t been dispatched yet, we’ll cancel it, and you don’t need to return anything.
• If your order has already been dispatched but you haven’t collected it yet, you can leave it uncollected. The order will be returned to us automatically, and we’ll refund it in full, including the delivery fee.
• If you’ve already collected your order, make a standard return in the returns portal. You’ll receive return instructions and a free return code by email.

Our online store offers the most common and popular payment methods. We don’t charge any extra fees for payment methods. The payment methods shown at checkout may vary depending on the delivery country.

• Online banking: OP, Nordea, Danske Bank, S-Pankki, Säästöpankki, Aktia, POP Pankki, OmaSp, Handelsbanken, Ålandsbanken
• Mobile and wallet payments: MobilePay, Siirto, Apple Pay, Google Pay, Shop Pay
• Payment cards: Visa, Mastercard, American Express, Maestro, UnionPay
• Invoice and instalments: OP Lasku, Walley, Klarna
• Local payment methods: Bancontact (Belgium), BLIK (Poland), MB WAY (Portugal)

Yes, it is. We only use trusted payment service providers whose payment connections are encrypted and secure. Your card details go directly to the payment provider and are not stored in our online store.

• Online banking, mobile, invoice and instalment payments are processed by Paytrail Oyj. Paytrail appears as the payee on your bank statement.
• Card payments, Apple Pay, Google Pay, Shop Pay and local payment methods are processed by Shopify Payments.

Yes, you can. Invoice and instalment payments are provided by the payment method providers: OP, Walley or Klarna. The provider makes the credit decision, and its terms apply to the payment. You’ll see the terms and any costs before you confirm the payment.

If you have questions about your invoice, due date or payment period, please contact the credit provider directly.

In Finland, prices are in euros and include VAT. Depending on the delivery country, prices may be shown and charged in the local currency, for example in Swedish or Norwegian kronor. You are charged the amount shown at checkout. The delivery fee is shown at checkout before you pay.

When an order is delivered outside the EU, the recipient pays the destination country’s customs duties and import taxes. For deliveries to Åland, the recipient pays import VAT. These are not included in the price. Read more in our terms of service.

At checkout, enter the discount code in the “Discount code or gift card” field and select “Apply”. On a phone or other mobile device, you’ll find the field in the order summary.

The discount is shown in the summary, and you’ll see the amount to pay after the discount before you pay for your order.
You can only use one discount code per order. The code’s validity period and other restrictions are stated when you receive the code.

Check the following:

– The code is spelt correctly and has no spaces. It doesn’t matter whether you use capital or small letters.
– The code is valid, and your cart contains products the code applies to. A discount code applies only to full-price products unless its terms state otherwise.
– Your order meets any minimum spend for the code.
– Your order doesn’t already have another discount code. Checkout will tell you if the code can’t be combined with other discounts in your cart.
– Some codes only work once you’ve entered your delivery details.
– You can’t use a discount code to buy a gift card.

If the code still doesn’t work, contact customer service before you pay. We’ll check the code for you.

Unfortunately not. The discount code must be entered before payment, and we can’t apply it retrospectively. If your order hasn’t been dispatched yet, you can cancel it in the cancellation portal and place a new order with the code.

The bundle discount is calculated automatically in your cart, and you don’t need a code. The discount is spread across the products in the order. If you return a product, we refund the price you actually paid for it. If a return breaks the conditions of the offer, we won’t charge you for the lost discount, and you don’t need to return a product you received for free.

At checkout, enter the gift card code in the “Discount code or gift card” field and select “Apply”. The value of the gift card is deducted from the total. If the total is more than the gift card balance, you pay the difference with the payment method of your choice. Any unused balance stays on the gift card for next time.

You can use more than one gift card on the same order, as well as a discount code.

A gift card is valid for 12 months from the date of purchase. You can see the balance and validity period on the gift card page, which you can open from the link in the gift card email. A gift card cannot be exchanged for cash.

You can use a gift card in the svala.com online store and at our factory shop in Kärsämäki. In the factory shop, simply show the code or the QR code on the gift card page. A paper gift card bought in the factory shop can also be used in the online store: enter the card’s code at checkout in the “Discount code or gift card” field.

A gift card can be worth €50, €75, €100, €150, €200, €250, €300, €400 or €500.

1. Open the Svala Gift Card page and choose the value.
2. If you want the gift card to go straight to the recipient, select “I want to send this as a gift” and enter the recipient’s email address, name and message.
3. Choose a send date if you want the gift card to arrive on a specific day. Otherwise it is sent straight after payment.
4. Add the gift card to your cart and pay for your order.

If you don’t choose a recipient, the gift card will be sent to your email, and you can print it or forward it yourself. Each gift card can have one recipient. If you’re buying gift cards for several people, add each one to your cart separately.

You can’t use a discount code, another gift card or Svala store credit to buy a gift card. You can cancel the purchase of an unused gift card within 14 days of buying it by contacting customer service. The 100-day satisfaction guarantee does not apply to gift cards.

Svala store credit is a refund you can choose when you return products, instead of getting your money back. You get 10% more store credit than the value of the returned products. Store credit is saved to your customer account and is valid until further notice.

Sign in to your customer account before you pay so that you can use your store credit. At checkout, it’s shown as “Svala store credit”.

Your order confirmation is sent to your email as soon as your payment has gone through.

If you can’t see it, check the following:

• Check your spam folder and other folders, such as the Promotions tab in Gmail.
• Check that you entered your email address correctly. If you were signed in when you ordered, you can see the order in your customer account.
• Check whether the amount has been charged to your bank account. If it hasn’t, you can place the order again.

You can contact customer service, and we’ll check the status of your order and help you complete it if needed.

If your payment is declined or interrupted, checkout will tell you, and no order is placed. Try the following:

– Check your card details, the expiry date and your account balance.
– If your bank asks you to confirm the payment in its app, approve it straight away.
– Try a different payment method, browser or device.

For invoice and instalment payments, the credit decision is made by the payment method provider. If credit is not granted, choose another payment method. We can’t influence the decision.

For an interrupted card payment, your bank may show a temporary hold on your account. It is not a charge, and your bank will release it, usually within a few days.

The payment usually still goes through, even if the page closed before you got back to the online store. Check your email first so that you don’t place a duplicate order. If you don’t receive an order confirmation and no charge appears on your account, place the order again.

Cancel the extra order in the cancellation portal. We’ll refund the payment to the payment method you used within 14 days at the latest.

Contact customer service straight away. We’ll correct your details if your order hasn’t been dispatched yet. Once your order has been dispatched, that is, handed over to the carrier, we can no longer change its contact details. In that case, contact the carrier directly.

If a product you ordered is exceptionally out of stock, we’ll let you know by email. We’ll refund the product to the original payment method within 14 days at the latest. The other products will be delivered as normal. If none of the products in the order can be delivered, we’ll also refund the delivery fee.

You can find our customer service contact details here.

Refresh the page or try a different browser or device. Ad blockers, VPNs or browser extensions can sometimes block payment, so try without them too. If the problem continues, contact customer service and we’ll help you complete your order.

Kyllä voit. Yritykset tilaavat samoilla arvonlisäverollisilla hinnoilla ja samalla tavalla kuin kuluttajat. Myös yrityksiä koskevat 100 päivän tyytyväisyystakuu ja maksuttomat palautukset.

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