• Always 30-70% off RRP


Customer Service: info@helsinkioutlet.fi

FAQ

  

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FAQ


Ordering and delivery


How long does it take to process Helsinki Outlet online orders?

Our delivery time is an average of 2-5 working days after receiving your order. During the season and promotions, our delivery times may be slightly delayed. Helsinki Outlet is not responsible for any delays in deliveries that aren't caused by Helsinki Outlet.


Can I change or cancel my order?

In case you wish to change or cancel your order, please email us immediately at info@helsinkioutlet.fi.


Can I reserve a product in my shopping cart?

The products will only be reserved for the buyer after the payment has been completed. Adding a product to your shopping cart doesn't reserve the product.


What are the delivery methods for the Helsinki Outlet online store?

  • You can pick up your order free of charge from Helsinki Outlet's pick-up point.
  • You can also choose to have your order picked up at a Post Office (Posti - Postal parcel 5.99 €) and delivered to the Post Office of your choice.
  • You can also order Posti home delivery (Posti - Home parcel 9.99 €), which will be delivered to your door between 9 am and 9 pm, at a time that suits you best.


Where can I collect my e-commerce order if I have chosen to collect from a pick-up point?

You can find the online order pick-up point inside the Helsinki Outlet shopping village (see map). When your order is ready for a pickup, you will receive a pickup confirmation email, and you can come and collect your order.


What are the opening hours of the pick-up point?

The opening hours of the pick-up point are the same as those of the shopping village.


Can another person collect the order for me?

You can pick up your order from the pick-up point by showing the pick-up confirmation you received by email and your ID. If you are pick up an order on behalf of another person, you will need a power of attorney.


Why haven't I received a pick-up notification for my order?

Sometimes a message may be redirected to your email spam folder. In case the email isn't found in your spam folder, please contact our customer service at info@helsinkioutlet.fi and we'll sort it out with you.


Do you ship orders abroad?

For tax reasons, we only ship within Finland (excluding Åland).


Payment


What payment methods does the Helsinki Outlet online store use?

You can pay for your online purchases using the Walley Checkout. Walley allows you to manage your payments easily and securely. Payment options include payment by invoice, instalments, credit account card payment, MobilePay and direct card payment. You can read more about the payment options here.


Where can I see the open and paid invoices for my online orders?

You can see your open and paid online invoices by logging into the MyWalley website here.


Returns and reclamation


Can I return a product?

If you're not satisfied with the product you have ordered, you have a 14-day right to exchange and return. The product to be returned must be unused, the textile surface must be clean and the price tag must be still attached to the product. You can return the product you ordered to a Helsinki Outlet pick-up point during the opening hours or by post using the return label that came with your order. Please include the following information with your return: order number, your name and address. Returning a product is completely free of charge.

If you'd like to exchange the product you have ordered, please contact our customer service first so that we can check availability in the store.


Helsinki Outlet does not accept the return of gifcards. For hygienic reasons, we also do not accept returns of:

(1)   Underwear, socks or swimming suits whose hygiene tape or package has been removed or products that Helsinki Outlet can consider used and thus unfit for sale.

(2)   Cosmetics products whose package has been opened.


I lost my return label, what should I do?

Please contact our online store customer service at info@helsinkioutlet.fi so that we can send you a new return label or our Posti return code.


How do you refund an order?

We will refund the product(s) to you via Walley, using the payment method you used to place your order. Please note that we only refund the purchase price of products, not the delivery costs of your order. The money is automatically returned to the same account from which the product was paid.


How long does it take to process a refund?

We aim to process returns within one week of receiving your return.


What should I do if I have a reclamation about an online purchase?

If we have sent you an wrong or defective product, please contact our customer service at info@helsinkioutlet.fi immediately.


Gift card


Can I pay at your online store by using a gift card?

Unfortunately, you cannot use a Helsinki Outlet gift card to pay online. However, our payment service provider Walley offers several payment options.


Responsibility


Are the packaging materials recyclable?

Responsibility and green values are important to us, and we don't want to compromise on environmentally friendly packaging materials. Our packaging materials come from Boxon, and we use recyclable and environmentally friendly paper bags and cardboard boxes, as well as packaging fillers made from recycled materials. We also use plastic packaging and paper bags from brand stores.


Friends membership


How do I become a Friends member?

You can join Friends membership via our website here.


How can I make changes to my Friends profile?

You can edit your details by logging in to the Friends membership page here. Under My profile, you can update your address and phone number. If you wish to edit your email address, please email us at info@helsinkioutlet.fi.


What are the benefits of Friends membership?

Helsinki Outlet Friends members have always a VIP status with us. We offer member promotions, organise customer events and occasionally reward you with small gifts, benefits and extra services.


If you have any questions that you couldn't find the answer to, please contact our customer service at info@helsinkioutlet.fi. We will reply to your email as soon as possible. Within 48 hours at the latest on weekdays.