How do I make a return/exchange?

You can return and exchange the products that you ordered at our online store in 2 simple steps.

1. Send us the products back within 14 days after you received them. 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.

2. Receive the refund within 14 days.

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

We offer a free return. The shipping fee will be refunded if all items included in the order are returned.

How do I ship the products to you?

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

Matkahuolto, PostNord or Finnish Posti

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

We will include the return label for Matkahuolto with your order. Attach it to the parcel when you return the parcel into any of Matkahuolto's service desks or parcel locker points. Make sure the barcode is easy to read on a flat surface. You can return the shipment to any
Matkahuolto pick-up point or parcel locker. On the display of the parcel locker, first select "Send" and follow the instructions.

If you did not receive the return label, you can contact us or print the return label at Matkahuolto at https://www.matkahuolto.fi/log... Use return service code 9510936. Return the parcel into any of Matkahuolto's parcel locker points. If it is not possible to use Matkahuolto's internet services, then please use Matkahuolto post office service desk and use return service code "Asiakaspalautus 9510936" and address Rockseri Oy / Kajaanin matkahuolto, Kasarminkatu 8, 87100 Kajaani.

We will include the return label for PostNord with your order. Attach it to the parcel when you return the parcel into any of PostNord's service desks or parcel locker points. Make sure the barcode is easy to read on a flat surface. You can return the shipment to any PostNord pick-up point or parcel locker. On the display of the parcel locker, first select "Send" and follow the instructions.

You can find more instructions from https://www.postnord.fi/en/rec...

We will include the return label for Posti with your order. Attach it to the parcel when you return the parcel into any of Posti's service desks or parcel locker points. Make sure the barcode is easy to read on a flat surface. You can return the shipment to any Posti pick-up point or parcel locker. On the display of the parcel locker, first select "Send" and follow the instructions.

You can print the return label used by Posti at https://www.posti.fi/en/privat... by using the parcel tracking code (beginning with JJFI). Return the parcel into any of Posti's parcel locker points or post it according to the instructions. If it is not possible to use Posti's internet services, then please use Posti post office service desk and use return service code "Asiakaspalautus 601241" and address Rockseri Oy, 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 stores

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

• Helsinki Fredrikinkatu 34
• Kajaani, Kasarminkatu 8
• Oulu, Kauppurienkatu 13

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

Yes, if you want to exchange a product, you need to return the product and place a new order.

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 that are customized specifically for you (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. EET) at 040 832 1156 / 08 633 2440, returns@r-collection.com.