The effects of COVID-19 on shipping (updated on August 30, 2022)
Due to the global COVID-19 pandemic, delivery delays may occur with some of our manufacturers and suppliers. This applies to products marked In stock soon and Available for order.
We ship in-stock products from our warehouses managed by Shipit in Finland or Fraktjakt in Sweden daily.
Our team is monitoring the situation closely and will announce changes regarding shipping methods and deliveries on this page.
Please check the most recent information on the delivery companies’ websites.
Also, our customer service is open and happy to help you with any questions.
UPS:
Orders are shipped as usual, and human contact is minimized while delivering the goods.
Please check the latest updates from the UPS service information page.
• Botswana, Rwanda: deliveries have been suspended.
DHL Global Mail:
Due to the global pandemic, the number of intercontinental flights has decreased significantly. Although we usually ship orders from our warehouse in Finland or Sweden, please note that the situation may cause delays to deliveries shipped via DHL Global Mail.
Deliveries have been suspended in some countries. You can check if DHL Global Mail is available at your location at the checkout.
Please check the latest updates from the DHL service information page.
DHL Parcel:
Due to the global pandemic, the number of intercontinental flights has decreased significantly. Although we ship orders from our warehouse in Finland and Sweden as usual, please note that the situation may cause delays to deliveries sent via DHL Parcel.
Deliveries have been suspended in some countries. You can check if DHL Parcel is available at your location at the checkout.
Please check the latest updates from the DHL service information page.
GLS:
Orders are shipped as usual, and human contact is minimized while delivering the goods.
• Ireland, Portugal, Spain: Delays can occur.
Please check the latest updates from the GLS service information page.
DSV:
Delays can occur. Please check the latest updates from the DSV service information page.
TNT:
Deliveries have been suspended in some countries. You can check if TNT is available at your location at the checkout.
Please check the latest updates from the TNT service information page.
Do you ship to my country?
We ship worldwide to 188 countries. You can select your shipping destination at the top left corner of our website.
Where do you dispatch from?
All orders are shipped from our warehouses managed by Shipit in Finland or Fraktjakt in Sweden daily.
What payment methods does Metsovaara accept?
We accept American Express, Bancontact / Mister Cash, Diners Club, Discover, JCB, Maestro, MasterCard (Eurocard), UnionPay, Visa, PayPal, and Apple Pay. You can also pay by direct bank transfer. We can also send you a charge/credit card link for larger orders.
Can I change or cancel my order?
We strive to ship orders promptly, so please contact our Customer Service as soon as possible if you would like to edit or cancel your purchase. Unfortunately, changes are no longer possible when your order has entered the shipping process. However, you can return products within 30 days of delivery.
I live in the UK. Will Brexit affect shopping at Metsovaara?
After Brexit, shopping at Metsovaara is safe, easy, and effortless.
• Since we are registered as VAT liable in the UK (VAT number: GB355696651), our website’s prices include the local VAT.
• All our goods will be delivered as customs-cleared, so there will be no additional costs or loss of time.
• We have prepared carefully for Brexit, and there are no delays in shipping.
What are my delivery options, and how much do they cost?
We offer the following shipping methods:
• FexEd Economy
FedEx will deliver your goods to the shipping address within 2–6 business days after placing the order.
The estimated delivery date is based on the shipping destination and displayed at checkout. Deliveries are made on business days from Monday to Friday.
For orders shipped outside the EU, the customer is responsible for paying possible import duties and applicable taxes, including clearance and local taxes, as the goods are Delivered at Place (DAP).
• FedEx Priority
FedEx Priority is the fastest shipping option available: orders are delivered within 1–3 business days. Deliveries are made on business days from Monday to Friday.
The estimated delivery date is based on the shipping destination and displayed at checkout.
For orders shipped outside the EU, the customer is responsible for paying possible import duties and applicable taxes, including clearance and local taxes, as the goods are delivered at a place (DAP).
• DHL Global Mail, from 7.90 €
Your order will be delivered to the shipping address or a post office by a local postal carrier. The shipping cost is based on the destination, weight, and volume of the parcel and will be calculated automatically.
Europe: please allow 4-8 business days for your order to arrive.
North America: please allow 5-9 business days for your order to arrive.
Australia: please allow 8-10 business days for your order to arrive.
Rest of the world: please allow 5-10 business days for your order to arrive.
You may be able to track your order within 24-48 hours after it has been processed at the local DHL facility. Please note that the availability of the tracking information depends on the destination country. DHL does not offer tracking for orders that are delivered by the local postal service. DHL Global Mail is available for small parcels only.
• DHL Parcel, from 8.80 € (Europe) / 15.99 € (outside Europe)
Your order will be delivered to the shipping address or a post office by a local postal carrier. The shipping cost is based on the destination and weight of the order and will be calculated automatically. The exact rate and estimated delivery date for your country are displayed at checkout. DHL Parcel is often the most economical shipping method for oversized and lightweight items.
You can track your order within 72 hours after it has been shipped from our warehouse. After the first delivery attempt, the parcel will be transported to a local pickup point. Please note that DHL Parcel is not available for all orders.
• GLS Euro Business Parcel (EU), 8.90 €
Available for shipments under 35 kg.
Your order will be shipped to the delivery address via the GLS Euro Business Parcel service. Please allow 2–8 business days for your order to arrive. The delivery time depends on the shipping destination; you will see the estimated delivery date at the checkout before placing the order.
Deliveries are made from Monday to Friday during regular business hours. After the first delivery attempt, the parcel will be transported to a local pickup point.
• UPS Standard, from 6.00 €
Your order will be shipped to the delivery address via UPS Standard. Please allow 2-7 business days for your order to arrive. The delivery time depends on the shipping destination, and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours.
You can check the exact shipping rate for your country on product pages and at checkout.
• UPS Expedited (for international orders)
Your order will be shipped to the delivery address via UPS Expedited. Please allow 1-2 weeks for your order to arrive. The shipping cost is based on the destination, weight, and volume of the parcel and will be calculated automatically. The delivery time depends on the shipping destination, and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours.
• UPS Express Saver
UPS Express Saver is the fastest shipping option available. Please allow 1-2 business days for your order to arrive. The shipping cost is based on the destination, weight, and volume of the parcel and will be calculated automatically. You will see the estimated delivery date at checkout. Deliveries are made between Monday to Friday during regular business hours. Please note that UPS Express Saver is not available for all orders.
• Delivery to a pickup location
Your order will be shipped to a pickup location of your choice via UPS Standard or faster UPS Express Saver. At checkout, select the shipping method and a suitable pickup point from a list of five of the closest locations based on the provided shipping address. You will receive an email notification from UPS once your order is available for pickup. Please note that delivery to a pickup location is unavailable for all orders. UPS has pickup locations currently in the following countries: Belgium, Canada, Denmark, Finland, France, Germany, Italy, Luxemburg, Netherlands, Norway, Poland, Spain, Sweden, the United Kingdom, and the USA. Orders with a weight of over 20 kg or a length of around 80 cm cannot be delivered to a pickup point.
• TNT (for international orders)
Your order will be delivered to the shipping address on a pallet via the TNT Economy Express or TNT Express service. TNT is often the most economical shipping method for bulky and oversized items such as sofas, lounge chairs, and dining tables. Please note that carrying the goods indoors or upstairs is not included in the service.
The shipping cost is based on the destination and weight of the shipment and will be calculated automatically. The exact rate and estimated delivery date for your country are displayed at checkout.
TNT Economy Express: please allow 4–8 business days for your order to arrive.
TNT Express: please allow 3–6 business days for your order to arrive.
• DSV Freight (for international orders)
Your order will be delivered to the shipping address on a pallet via the DSV Freight service – another shipping method available for oversized items.
If you would like your items to be carried inside your house or office, contact our Customer Service. Please note that this additional service is not available in all locations.
Europe: please allow 2-5 business days for your order to arrive. We offer free standard shipping for all orders over 150 €.
Rest of the world: The shipping cost and estimated delivery date will be stated in the quote provided by our customer service.
How soon can I get my order?
All the items in stock will be shipped the next business day. You can see the estimated delivery date on each product page and checkout. Please note that your order will be delivered as one complete shipment once all the items are in stock.
Are there any extra costs (taxes, duties, customs, etc.) Do I have to pay in addition to the prices shown on your webshop?
• International Orders (excluding Australia and Norway)
All non-EU (European Union) countries are shipped to on a DDU (Delivered Duty Unpaid) basis, which means that all product prices displayed are exclusive of all taxes and duties. Metsovaara does not determine or collect these fees. As the recipient, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Metsovaara is not responsible for potential import duties and local taxes, and we cannot refund any charges returned to us due to non-payment of duty. All orders are shipped from Finland. Each product’s country of origin is indicated in the documents (non-EU orders only).
• Australia (Effective August 16, 2022)
Orders over AU$1,000 in Australia are shipped on a DDU (Delivered Duty Unpaid) basis. The Goods and Services Tax (GST) is included in the product prices but will be deducted at checkout if the total value of the order exceeds AU$1,000. Metsovaara does not determine or collect these fees. As the recipient, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Metsovaara is not responsible for potential import duties and local taxes, and we cannot refund any charges returned to us due to non-payment of duty. All orders are shipped from Finland or Sweden. Each product’s country of origin is indicated in the documents (non-EU orders only).
Orders of AU$1,000 or less
Effective 1 July 2018, Australia, are shipped on a DDU (Delivered Duty Unpaid) basis except for the Goods and Services Tax (GST). The GST is included in the product prices. Metsovaara collects and pays the GST to the Australian Tax Office (ATO) following Australian legislation.
Except for the exception above of GST, all product prices displayed are exclusive of all other taxes and duties. Metsovaara does not determine or collect these fees. As the recipient, you are liable for all additional import duties, customs, and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Metsovaara is not responsible for potential import duties and local taxes, and we cannot refund any charges returned to us due to non-payment of duty. All orders are shipped from Finland or Sweden. Each product’s country of origin is indicated in the documents (non-EU orders only).
Is my package insured? What if an item is damaged when I receive it?
All delivered items are insured. If you find the package damaged before opening, notify the delivery company immediately upon delivery. If you have opened the box before seeing the item damaged, notify Metsovaara Customer Service immediately. When you return items, you will be responsible for the risk of damages.
Can I track my order?
Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website. If registered with us, you can also see your previous orders by signing into your account.
I placed an order but didn’t get an order confirmation. Have you received my order?
You will always get an order confirmation by email. If you cannot find it (not even in your spam folder), please contact our Customer Service.
How can I return or exchange a product?
Metsovaara customers have the right to return or exchange any product within 30 days of delivery. If you wish to return your order or have any questions about the return process, please get in touch with our Customer Service at customerservice@metsovaara.com as soon as possible. All returns must be made via our shipping partners. Metsovaara cut lengths of woven or printed fabrics are not refundable.
The customer has the right to return an item if:
1. The order has been canceled according to the terms and conditions by notifying Metsovaara within 15 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product and the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original or an equivalent shipping package.
Please note that the right to return products does not apply to:
• Custom-made products ordered from the manufacturer according to the customer’s wishes.
• Fabrics cut to order.
In the case of textiles, towels, bedding, or rugs, we only accept returned products if due caution has been observed while trying them out.
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchange if it cannot be established that the item has been damaged while in transit to the customer.
I haven’t received a reply from you to my email. Why is this?
We do our very best to reply to you within 24 hours. Please check that our message hasn’t ended up in your email’s promotions inbox tab (Gmail), spam mail, or another folder. If you still cannot find it, please contact our Customer Service.
Do you offer gift wrapping for products purchased as gifts?
Unfortunately, we do not currently offer gift wrapping. However, we are constantly developing our service, and we will take this wish into account as well!
Is the information I give you secure? Is your website secure?
All customer information records will be secured both within and outside the Internet. All confidential information will be encrypted so no third party can access them. We utilize the highest SSL encryption, the industry standard for Internet encryption, used by banks to secure online transactions.
Metsovaara does not access or store payment data like credit card numbers, bank account details, etc. The transactions are processed confidentially by Global Payments, one of the world’s leading e-commerce payment providers.
Designated employees will only access the supplied order-related information at Metsovaara for processing deliveries, billing, transportation, and customer care. Personal user logins and passwords are secured at our customer database in a safe vault in Kuopio, Finland.
If you prefer not to order online, you can place your order by phone. Please call our customer service, tel. +49151504189730 (Mon–Fri 9:00 a.m.–10:00 p.m. and Sat-Sun 10:00 a.m.–6:00 p.m. GMT +3). Payments can be processed directly with charge/credit cards or PayPal.
What if I’m not at home when the package arrives?
A missed delivery notice will be left, and you are asked to contact the carrier to reschedule the delivery.
How can I remove an item from the shopping cart?
If you wish to remove an item from the shopping cart, click ”Remove product” on the Shopping Cart page or the small x icon on the upper right-hand corner of the product image on the Checkout page. On mobile devices, items can be removed on both pages by clicking the x icon.
What are cookies, and how do I enable them?
Like many other websites, Metsovaara might use cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable a website to remember your browser and its settings when you return to the website, allowing us to provide you with a better-personalized service.
Cookies do not retrieve any other information from your computer, pass on viruses or capture your e-mail address.
To use our website efficiently, you have to accept cookies. Typically browsers are set to accept cookies. If your browser doesn’t accept cookies, you can easily change the settings in your browser’s preferences.
I have a registered company in an EU country with a valid VAT number. How can I get VAT deducted from my order?
When a business from another European Union member state purchases Metsovaara, 0% VAT is applicable due to an intra-Community supply of goods. This requires the company to have a registered VAT number, which will be verified before accepting the order. For qualifying business customers, VAT will be deducted at checkout, and the order will be stated as an intra-Community supply.