How do I make a return/exchange?

You can return and exchange the products that your ordered at our online store in 3 simple steps.

1. Let us know in writing about your decision within 14 days after you received your order at:

2. Send us the products back within 14 days after you informed us about your decision. 

The products must be unused, in original packaging and in resellable condition.Always remember to fill in the Exchange and Return Form and keep the return receipt until your return has been taken care of.

3. Receive the refund within 14 days after you informed us about your decision.

How much does it cost to make a return/exchange?

The return processing fee is €5.50. We won't apply the fee if:

• we have delivered wrong or faulty product
• you return only a part of your order and the total sum exceeds 150 euros
• you exchange/return the products in one of our physical stores

How do I ship the products to you?

To return products to us, use one of the following options:

Finnish Post's and Matkahuolto's Collection Points

The return is made by using customer delivery code, so you don't need to pay any shipping costs.

Return addresses:

Finnish Post
Asiakaspalautus 601241
Rockseri Oy
Kasarminkatu 8
87100 Kajaani

Matkahuolto Parcel Services
Asiakaspalautus 9510936
Rockseri Oy / Kajaanin matkahuolto
Kasarminkatu 8
87100 Kajaani

SmartPOST Parcel Terminals

If you have picked up your order from one of SmartPOST parcel terminals, you can use any of SmartPOST parcel terminals to return your products. In this way, you won't need to pay any shipping costs. To make a return via a SmartPOST parcel terminal:

1. Write your name and phone number on top of the package (no address needed for return).
   
2. In the terminal's menu, select the option for return and follow the guidelines on the screen.
   

Note that to make a return via a SmartPOST terminal, you will need the original pick-up code. The code remains valid for 14 days after you've collected your parcel.

R-Collection's physical stores

You can also make a return at any of our physical stores:

• Helsinki Fredrikinkatu 34 and Pohjoisesplanadi 29 (Kämp Galleria Garden)
• Kajaani, Kasarminkatu 8
• Oulu, Kirkkokatu 10
• Rovaniemi, Koskikatu 18

Do I need to place a new order if I want to exchange a product?

No, if you want to exchange a product, don't place a new order. We will do it for you when processing the return. We will also handle the shipping costs.

How will I get my money back?

We will make a refund by Klarna or PayPal (depending on which payment method you used to pay for the order). Optionally, you can also exchange a product for a gift card. The gift card will be sent to your email after we've received the returned products. The gift card is valid for one year.

Can I return customized products?

No, you cannot return products with your own print or embroidery.

My question hasn't been answered.

For detailed information on returns and exchanges, see our Terms & Conditions or contact our customer service (Mon-Fri 9 a.m.-5 p.m.) at 040 832 1156 / 08 633 2440, vaihdot@r-collection.com.