Terms of service

1. General

These terms apply when you buy products from the svala.com online store. The online store is operated by Finnsvala Oy (“Svala”, “we”).

The terms apply to both consumers and business customers. Exceptions for business customers are set out in section 12.

If you are a consumer, you always have your rights under the Finnish Consumer Protection Act. These terms do not limit them.

The terms become part of the contract when you place your order. Your order is subject to the terms in force at the time you place it.

The contract can be concluded in Finnish, English or German. The terms have the same content in all languages.

2. Contact details and customer service

Company	Finnsvala Oy
Address	Paanutie 4, 86710 Kärsämäki, Finland
Business ID	0764063-3, entered in the Finnish Trade Register
VAT number	FI07640633
Email	info@svala.com
Contact	Contact us via this link
Phone	+358 8 770 080
Service languages	Finnish and English

Calls are charged at your operator’s standard rates. We do not charge anything extra for calls.

Returns and complaints are sent to the same address: Paanutie 4, 86710 Kärsämäki, Finland. You will receive a ready-made return address with the return instructions.

3. Ordering and conclusion of the contract

3.1 How to order

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. The order confirmation will be sent to this email address.
4. Choose the delivery method you want.
5. If you have a discount code or gift card, enter it in the “Discount code or gift card” field and click “Apply”.
6. Choose the payment method you want.
7. Finally, click “Pay now”.

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

3.2 Conclusion of the contract

The contract is concluded when we send the order confirmation to your email after successful payment.

Your order details are stored in our system. You can see your full order history in your own customer account.

3.3 If a product is out of stock

If a product you have ordered is exceptionally out of stock and we cannot deliver it, we will contact you to agree on a refund. The other products will be delivered as normal. If none of the products in the order can be delivered, we will also refund the delivery fee.

3.4 Order quantities

We may limit the quantity of a product per customer, for example if demand exceeds availability. We will tell you about any limits before you pay for your order.

3.5 Changing or cancelling an order before dispatch

We dispatch orders no later than the next working day. 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. 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 you want to cancel your order, use the cancellation portal (section 8). If your order includes a gift card, contact customer service to cancel it.

3.6 Customer account

A customer account is optional. You need one to use Svala store credit (section 6.4). Make sure your login details do not end up with anyone else, and tell us immediately if you suspect misuse.

4. Prices

4.1 Price and VAT

Your order is subject to the price shown on the product page and at checkout at the time you place it. Prices include VAT. The delivery fee is shown at checkout before payment and is added to the total.

For deliveries outside the EU and to Åland, the destination country’s customs duties and import taxes are not included in the price (sections 7.7 and 7.8).

4.2 Currency

In Finland, prices are in euros. Depending on the delivery country, prices may be shown and charged in the local currency, for example in Swedish or Norwegian kronor. The currency conversion uses the exchange rate at the time of ordering, and you are charged the amount shown at checkout.

Refunds are paid in the same currency and for the same amount as the original charge. We are not responsible for any currency exchange fees charged by your bank.

4.3 Obvious pricing errors

If the price of a product in the online store is obviously wrong and you should have realised it was an error, the contract is not binding on us. Examples of an obvious error are a price of €0 or a price that is only a fraction of the product’s usual price. Normal discounts and promotional prices are not pricing errors.

We will tell you about a pricing error without delay and refund your payment in full.

5. Payment

5.1 Payment methods

The payment methods shown at checkout may vary depending on the delivery country.

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

5.2 Payment providers

Paytrail Oyj (2122839-7) provides the payment processing service and acts as the payment service provider in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the payee on your bank statement or card statement and forwards the payment to the merchant. Paytrail Oyj holds a payment institution licence. In the event of a complaint, please contact the seller of the product first.

Paytrail Oyj, Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä, Finland
Phone: 0207 181830
paytrail.com/kuluttaja/tietoa-maksamisesta

5.3 Charging

Payment is charged when you place your order. We do not charge any fees for payment methods.

5.4 Invoice and instalments

For invoice and instalment payments, the lender is the payment service provider. The payment service provider makes the credit decision, and its terms apply to the payment. You will see the terms and any costs before you confirm the payment.

6. Discount codes, promotions, gift cards and Svala store credit

6.1 Discount codes

You can use one discount code per order. Discount codes cannot be combined. The code’s validity period and other restrictions are stated when you receive the code.

The discount code must be entered before payment. We do not apply a discount code retrospectively to an order that has already been placed.

6.2 Promotions and product bundles

In promotions such as product bundles and “buy X, get Y” offers, 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 a promotion, we will not charge you for the lost discount. You do not need to return any product you may have received for free.

6.3 Gift card

A gift card is valid for 12 months from the date of purchase.
You can use it in the svala.com online store and at our factory shop in Kärsämäki for one or more purchases during its validity period. A paper gift card bought in the shop can also be used in the online store.
A gift card cannot be exchanged for cash.

If you return a product that you paid for with a gift card, we will refund the amount paid by gift card back to the gift card or as Svala store credit.

6.4 Svala store credit

Svala store credit is a refund you can choose when you make a return, instead of receiving the refund as money to the original payment method. The credit is saved to your customer account and is valid indefinitely. The credit can only be used in the svala.com online store and cannot be exchanged for cash.

7. Delivery

7.1 Delivery countries

We deliver to the countries that can be selected at checkout in our online store. Delivery methods and the delivery fee are shown at checkout before payment.

7.2 Delivery time

We dispatch your order no later than the next working day after you place it. Working days are Monday to Friday, excluding public holidays. After dispatch, your order will be delivered or ready for collection within the following times:

Delivery area	Estimated delivery time from dispatch
Finland	1–5 working days
EU and EEA countries	3–10 working days
Rest of Europe	5–14 working days
Other countries	5–20 working days

If your order is sent in several parts, we do not charge extra for this.

If delivery is delayed, we will let you know. If your order has not arrived within the delivery time, please contact customer service. In the event of a delay, you have rights under the Finnish Consumer Protection Act, such as the right to terminate the contract if the delay is material to you.

7.3 Delivery methods and fees in Finland

Delivery method	Price
Posti, pick-up points and parcel lockers	€5.90
Matkahuolto, pick-up points and parcel lockers	€5.90
Posti Kotipaketti (home delivery)	€11.90
Matkahuolto, home delivery	€11.90
Pick-up from the factory shop, Kärsämäki	€0

Orders delivered to mainland Finland with a product value of over €120 after discounts are delivered free of charge to a Posti or Matkahuolto pick-up point or parcel locker.

7.4 International deliveries

Orders to Europe are delivered by GLS, PostNord, Posti or UPS, and orders to the rest of the world by GLS or UPS, depending on the delivery country. Delivery to EU countries, Norway, Switzerland and the United Kingdom costs €9.90, and to Cyprus and Malta €14.90. For other countries, the delivery fee depends on the delivery country, and it is shown at checkout before payment.

7.5 Pick-up from the factory shop

You can collect your order from our factory shop at Paanutie 4, 86710 Kärsämäki, Finland. You will receive an email when your order is ready for collection. The order is held for collection for 14 days from the notification. You can collect it during the shop’s opening hours. See the shop’s opening hours here.

When you collect your order, tell us your order number and be prepared to prove your identity. If the order is not collected within the collection period, we will cancel it and refund your payment in full.

7.6 United Kingdom

We deliver to the United Kingdom only orders with a product value of over GBP 140, excluding the delivery fee. The recipient pays UK import VAT, any customs duties and the carrier’s handling fees in accordance with section 7.7.

7.7 Customs duties and import taxes outside the EU

When an order is delivered outside the EU, the recipient pays the destination country’s customs duties and import taxes and the carrier’s customs clearance fees. These are usually paid to the carrier before the parcel is handed over. The charges are not included in the product price or the delivery fee. You can get more information from the customs authority of the destination country.

7.8 Åland

Åland is outside the EU VAT area. No Finnish VAT is charged on orders delivered to Åland. The recipient pays the import VAT and any customs clearance fees.

7.9 Returned parcels

If a parcel is returned to us because the recipient has not paid the import charges or has not collected the parcel, we will refund the order in full, including the delivery fee, once the parcel has been returned to us.

7.10 Responsibility during transport

We are responsible for the products until you have received them or collected them from the pick-up point. If the parcel is damaged, let us know as soon as possible (section 11.3).

8. Right to cancel

8.1 Your right to cancel

As a consumer, you can cancel your order within 14 days of receiving the products. If the order is delivered in several parts, the period is calculated from when you receive the last product. You can also cancel the order before you have received it.

The right to cancel applies to all products in the online store. In addition to the right to cancel under the Finnish Consumer Protection Act, our products have a 100-day satisfaction guarantee (section 9).

8.2 How to cancel

The quickest way to cancel is to submit a cancellation notice in the cancellation portal. You can also reach it from the “Order cancellation” link at the bottom of the website. If your order includes a gift card, notify us of your cancellation by email at info@svala.com.

Enter your order number and email address. You do not need to sign in.
Select the products you want to cancel.
Confirm the cancellation.

You will receive a confirmation by email showing what you have cancelled and the date and time of the cancellation.

You can also cancel by email to info@svala.com, using the attached withdrawal form or any other clear statement.

8.3 Returning the products

Returns of products bought from the online store are made in the returns portal. You need your order number and the email address the order was placed with. You do not need to sign in.

If you do not have an order number and/or the email address linked to the order, fill in the form or contact our customer service and attach your proof of purchase.

Return the products without undue delay and in any event no later than 14 days from the day on which you notify us of your cancellation. Returns are free of charge from all delivery countries.

If your order has not yet been dispatched, we will cancel it and you do not need to return anything.

If your order is already on its way to a pick-up point, you can also simply not collect the parcel. The parcel will be returned to us automatically, and we will refund the order in full, including the delivery fee, once the parcel has been returned.

8.4 Refund

We will refund your payment without undue delay and in any event not later than 14 days from the day on which we receive your cancellation notice. We may withhold the refund until we have received the products back or you have supplied evidence of having sent them back, whichever is the earliest.

The refund is made to the payment method you used, unless you choose Svala store credit (section 6.4) or an exchange.
If you cancel the whole order, we will also refund the full delivery fee. If you cancel part of the order, the delivery fee is not refunded.
We do not charge any fees for the refund.

8.5 Handling the products

You can try on and test the products. We do not deduct any loss in value caused by normal use or washing from the refund.

9. 100-day satisfaction guarantee

You can return a Svala product you have bought within 100 days of receiving it and get your money back. You can return the product even if it has been worn and washed. The guarantee does not apply to gift cards or to second-quality products sold at our factory shop.

9.1 Guarantor

Finnsvala Oy, Paanutie 4, 86710 Kärsämäki, Finland, info@svala.com.

9.2 What the guarantee covers

The guarantee covers all Svala products, wherever you bought them: from the svala.com online store, our factory shop, trade fairs or retailers. It is valid in all delivery countries and also applies to business customers. The guarantee does not apply to gift cards or to second-quality products sold at our factory shop.

9.3 Guarantee period

The guarantee period is 100 days from when you received the product. If you bought the product in person, for example at our factory shop, a trade fair or a retailer’s shop, the guarantee period starts on the date of purchase. You must make your return request within the guarantee period.

9.4 How to use the guarantee

Returns of products bought from the online store are made in the returns portal.

You need your order number and the email address the order was placed with. You do not need to sign in. Returns are free of charge.

If you do not have an order number and/or the email address linked to the order, fill in the form or contact our customer service and attach your proof of purchase.

If you bought the product from our factory shop or at a trade fair, make your return or complaint using the exchange, return and complaint form and attach your proof of purchase.

If you bought the product from a retailer, you can make a guarantee return or complaint to us. Fill in the form for products bought from a retailer or contact our customer service and attach your proof of purchase.

9.5 Refund (satisfaction guarantee)

In the returns portal, you can choose how you would like to be refunded:

The amount you paid is returned to the original payment method
Svala store credit to your customer account
Exchange for another product (section 10).

For a product bought from a retailer, we will refund the amount shown on your proof of purchase to the bank account you give on the form.

We will refund the amount within 14 days of the product arriving with us and being inspected. For a product bought from a retailer, we will refund the amount once the retailer has also confirmed the original purchase to us.

9.6 Misuse

We may refuse the guarantee in cases of repeated misuse, for example if guarantee returns are repeatedly made from the same order or for the same product.

9.7 The guarantee and your statutory rights

The satisfaction guarantee is a voluntary benefit. If a product is defective, you also have statutory rights against the seller (section 11), and using them is free of charge for you. The guarantee does not limit these rights or your right to cancel (section 8).

10. Exchanges

In the returns portal, you can exchange a product for a different size, a different colour or a completely different product. Only options that are in stock are shown in the portal. We do not charge a delivery or return fee for exchanges. If you exchange for a more expensive product, you pay the difference in price. If you exchange for a cheaper product, we refund the difference.

If you bought the product from our factory shop or at a trade fair, contact customer service to exchange it.

11. Liability for defects and complaints

11.1 Liability for defects

We are liable for defects in our products in accordance with the Finnish Consumer Protection Act. A product is defective if it does not match what was agreed or what you can reasonably expect, for example based on its quality, durability or product information.

Liability for defects has no fixed time limit. How long it lasts depends on factors such as the expected lifetime of the product. Normal wear and tear or handling contrary to the care instructions is not a defect.

11.2 How to make a complaint

Make a complaint in the returns portal by giving a damaged or defective product as the reason, or send an email to info@svala.com. Please attach a photo of the defect to your complaint. In most cases, we will ask you to send the product to us for inspection. Only send the product once you have received the return instructions. Returning a defective product is free of charge.

If you bought the product from our factory shop or at a trade fair, make your complaint using the exchange, return and complaint form. Attach your proof of purchase and a photo of the defect.

If you bought the product from a retailer, make your complaint to us by email or using the form. Attach your proof of purchase and a photo of the defect.

Report the defect within a reasonable time of noticing it. A notice is always on time if you make it within two months of noticing the defect. If the law of your country of residence does not require you to report a defect within a set time, you will not lose your rights by reporting it later.

11.3 Transport damage and incomplete deliveries

If the parcel is damaged or products are missing from your order, let us know as soon as possible. Reporting the damage to the carrier makes it easier to investigate, but it is not a requirement for a complaint.

11.4 Remedying the defect

You can choose whether we repair the defect or replace the product with one that is free of defects. You can also choose a refund to your original payment method or Svala store credit (section 6.4). If repair or replacement is not possible, you will receive a price reduction or you can terminate the purchase, in which case we will refund your payment. We pay the return and delivery costs of the defective product.

12. Business customers

Business customers order from the online store at the same prices including VAT and through the same checkout as consumers. These terms apply to business customers with the following exceptions:

The right to cancel under the Finnish Consumer Protection Act does not apply to business customers. We voluntarily give them the 100-day satisfaction guarantee and free returns.
The purchase is governed by the Finnish Sale of Goods Act and these terms.
Inspect the products when you receive them and report any defects without delay.
Our liability is limited to the value of the order. We are not liable for indirect damage.
The person placing the order confirms that they are authorised to represent the company.

We conclude separate agreements with retailers. These terms do not apply to resale.

13. Product reviews, personal data and intellectual property

13.1 Product reviews

We only publish reviews from verified buyers. We send review invitations to customers who have bought the product.

We publish both positive and negative reviews. We may choose not to publish reviews that are inappropriate or unrelated to the product.

13.2 Personal data and customer communications

We process your personal data in accordance with our privacy policy.

We always send you messages about your order, delivery and returns. We send marketing messages with your consent. If you have bought from us, we may also email you about our own similar products without separate consent. You can withdraw your consent or opt out of such emails at any time using the unsubscribe link in each message or through customer service.

13.3 Intellectual property

The content of the online store, such as images, texts, product information and trademarks, belongs to Svala or its partners. Copying or any other use of the content without permission is prohibited.

14. Force majeure

We are not liable for delay or damage caused by an impediment beyond our control. By this we mean an impediment that we could not reasonably have foreseen and cannot avoid or overcome. Examples include natural disasters, strikes, orders issued by authorities and widespread disruption to transport or telecommunications.

We will tell you about the impediment without delay. If it lasts more than a month, either party can terminate the purchase and we will refund the price paid. This does not limit your right to terminate the purchase because of a delay under section 7.2.

15. Disputes and applicable law

Please contact our customer service first. We aim to resolve every disagreement by mutual agreement.

If we cannot reach an agreement, you can get free help from the Finnish consumer advisory service. After that, you can refer the matter to the Finnish Consumer Disputes Board. We take part in proceedings before the Consumer Disputes Board. If you live in another EU country, you can also get help from the European Consumer Centre in your country.

The contract is governed by Finnish law. If you are a consumer living outside Finland, this does not limit the protection you have under the mandatory consumer protection laws of your country of residence.

Disputes are settled by the Oulu District Court. A consumer can always also bring an action in the court of their own place of residence.

16. Validity and changes to these terms

These terms apply to orders placed on or after 26 October 2026. Orders placed before this date, including orders placed in our previous online store, are subject to the terms in force at the time they were placed.

We may change these terms. Changes apply only to orders placed after the change. We publish the updated terms on this page.

Appendix: Model withdrawal form

You can use this form, but you do not have to. The quickest way to cancel is the cancellation portal (section 8.2).

(complete and return this form only if you wish to withdraw from the contract)

To: Finnsvala Oy, Paanutie 4, 86710 Kärsämäki, Finland, info@svala.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
Ordered on (*)/received on (*)
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date

(*) Delete as appropriate.