TERMS & CONDITIONS

RÄÄKKI CUSTOMER SERVICE

For all inquiries or possible feedback, collaboration patterns, team matters, product returns and exchanges, complaints, product and order requests, etc., please ALWAYS contact us by email at: info@raakkiclothing.com

Direct and instant messages on social media can quickly get lost in the crowd, photo uploads or get stuck in message requests, etc., so please note that you may not always get a reply to your messages that way.

For this reason, it is recommended to use the email address of Kärlu's customer service.

We try to respond to all messages and, of course, to the message channels as quickly as possible, however, during the corona era, every Monday and Wednesday, we go through the message channels. On weekends, unfortunately, we don't dare to promise that we will catch up with email.

The reason for this is that even though Rääkki as a brand is the creation of our passion, we also have day jobs and other gigs, so unfortunately we cannot promise that we will always be on call full-time on the I'm talking message channels, and therefore we don't want to promise too much.

We will answer yes and appreciate your patience in this matter right from the start.

DELIVERY & DELIVERY COSTS

Rääkki Oy uses the transport services of Oy Matkahuolto Ab as a carrier for domestic orders.

Your order will be delivered to your nearest Matkahuolto representative, which is determined based on the address you provided, automatically in their system.

For foreign orders, we use the services of DHL.

Received orders are processed every Monday and Wednesday. If possible, of course also on other days.

Please also take into account any holidays in the calendars during the delivery time.

Please also note that some of our products can sometimes be pre-ordered and in that case the product will be delivered separately at the time/estimate mentioned in the product's own description.

Clothing delivery costs for domestic orders are 9.90 euros/order and we offer free delivery for all clothing orders over 150 euros.

Delivery costs for bags for domestic orders are 9.90 euros/order and we offer free delivery for all bag orders over 250 euros.

You will always receive at least three messages about your order:

• Order confirmation
• Shipping/Pickup Confirmation (When your order has left our warehouse, this will also include a tracking number for your shipment, or when it is available for pickup at the store.)
• Arrival confirmation (This will be sent via Matkahuolto and always primarily to the phone number you indicated. Another arrival confirmation will also be sent to the e-mail indicated in your order in addition to the text message)

In addition to these, you may also receive a separate payment confirmation via our payment service provider.

COLLECTION FROM THE RÄÄKI STORE, LÄNSI-PASILA

Please always make arrangements in advance by email (info@raakkiclothing.com) or WhatsApp message (0402211798) if you want to pick up your order from the Kärlu store or come to fit the products.

Store address: Pasilan Puistotie 2 B 111, 00240 Helsinki.

UNCOLLECTED SHIPMENTS

For orders that are returned to our warehouse because the customer has not received or picked them up, we charge the customer separately with an invoice of 19.90 euros.

If you do not pick up your order and then want to cancel or return your order, we will consider the aforementioned amount (€19.90) when processing the refund of your order payment.

The payment in question covers the round-trip transport of the order as well as the costs related to its re-sorting, unpacking or packing in our warehouse.

If your order is returned to us undelivered and you want it sent again, we will charge a new shipping fee (€9.90) in addition to the aforementioned fee (€19.90).

We kindly ask that you be especially careful when you enter your contact information in connection with your order and also check your email's spam folder to be sure, if you do not seem to receive a text message or email from us.

EXCHANGES, RETURNS & CLAIMS

Was the product you chose the wrong size or did it not fully meet your expectations?

No worries, you have the full right under the Finnish Consumer Protection Act to exchange or return your entire order, or part of it, within 14 days of receiving the order.

The return only applies to products in their original packaging, unused, unwashed and salable, with product tags still attached.

If you notice a possible manufacturing defect or similar unusual breakage in your product, please notify us immediately at info@raakkiclothing.com

Please also always include as clear a picture as possible of the fault you have observed.

When returning an order, please also send us an e-mail informing you that you are returning or exchanging the product/products or your entire order. Send your email to info@raakkiclothing.com.

This is only so that we know how to wait for your return or product exchange and so that both you as a customer and us as a seller have proof of your return date if it happens to be so unfortunate that there are unexpected problems with the transport.

Keep your return receipt until your return or exchange has been processed. You can also take a picture of it and attach it to our e-mail conversation.

Please also remember to mark clearly from whom in some way. return/exchange is so that we know whose products are in stock.

Instagram and Facebook instant and private messages are easily missed and get lost in the message stream or don't even arrive directly, so we kindly ask that you take this into account when contacting us.

We would like to remind you that you, our customer, are responsible for ensuring that your return reaches us intact. So, to avoid problems, we recommend that you pack your return carefully (reuse the mailing bag or package in which you received your order) and follow the return instructions you received.

Please also note that in some cases the duration of the return and its processing time may vary. However, on behalf of Rääkki Oy, we always try to act as quickly as possible when handling feedback, returns, etc. contacts.

Non-returnable products:

• Gift cards

• Products that have been washed once

• Products used once

• Underwear and bikinis

• Depreciation products and sample pieces bought in the store

When your product has been returned to us, we will check it, after which we will acknowledge it to you separately by e-mail, to the e-mail in the information of your order.

If necessary, we will also contact you with additional questions to the email you provided.

Our payment service provider Paytrail is responsible for refunding payments, so when the product has been returned to us, we will separately accept your refund for them.

If your payment is not returned even though you have received a receipt for it from us, please contact Paytrail's customer service first. They will then contact us if necessary.

Please note that shipping costs are not refundable.

DOES A RETURN PAY?

Rääkki Oy started working together with Matkahuolto in early 2018, and this also guarantees you, our customer, that returns and, if necessary, product exchanges will be free for you in the future, as long as you act within our 14-day exchange & return instructions after receiving your order.

You can find more detailed instructions for returns in the exchange & return instructions that came with your order.

If you get lost in the instructions or have questions, contact us via email at info@raakkiclothing.com

DAMAGED PACKAGE / SHIPMENT

If for some reason your package has been damaged in transit or if it looks defective or strange on the surface, immediately take clear pictures of it and contact us by email. Attach the pictures you took with you to the email.

You are always careful that your package is intact and in perfect condition when you receive it.

If you notice superficial defects or something unclear in your package, kindly inform/mention it immediately also to the relevant Matkahuolto office where you received your package.

DISCOUNTS & OFFERS

Please note that when placing an order, you cannot combine different sale and/or campaign codes. For each order, you can only use one sale or campaign code that is valid at that moment and fits the order or products.

If you have any questions, please contact us via email at info@raakkiclothing.com.