CUSTOMER SERVICE

You can contact our customer service regarding our products and orders by email at sales@icyform.com or by calling +358 9 7510 2700 (on weekdays 09:00 to 17:00).

TERMS OF USE

Terms of delivery of Icy Form Oy
Valid from 1 December 2017.

General Information 

The products/services are sold by Icy Form Oy VAT-2376654-3. We sell products/services to private individuals of legal age in Finland and the EU region. All prices include VAT. We reserve the right to change prices and shipping costs.  

Ordering

The products/services are ordered primarily from icyform.shop via the shopping cart.

All orders are confirmed by email and include the total price of the order, shipping costs and products/services ordered. To receive an order confirmation, a correct email address should be provided when ordering.

The customer agrees to the terms and conditions when placing an order.

Invoice order confirmation

For orders where Company name sends an invoice, we will send an order confirmation email which provides:

  • the reference number
  • our bank account number
  • order amount invoiced

You can check your account for details about your order.

All orders are processed once payment is completed and during working hours. If payment is made via bank transfer, payment must be received within 5 working days or the order will be cancelled.

Payment methods

The products/services and applicable shipping fees will be paid when placing the order. The following payment methods are accepted: Finnish online banks Nordea, Osuuspankki, Danske Bank, Aktia, POP Bank, Säästöpankit, OmaSäästöpankki, Handelsbanken, S-Pankki, Ålandsbanken and credit/debit cards. Payments are handled by Paytrail Oyj. It's also possible to pay by bank transfer.

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Payment service provider

Paytrail Plc acts as a collecting payment service provider and is an authorized Payment Institution. Paytrail Plc will be shown as the recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For reclamations, please contact the website the payment was made to.

Paytrail Plc
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181 830
Business ID 2122839-7

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Bank transfer

You will receive the products/services once we see the payment in our bank account.

Shipping and delivery

Delivery time

2 to 5 business days when products are in stock. Shipping delays, weekends and holidays may affect delivery time.

Shipping costs

Shipping costs depend on the order value and the delivery method chosen. Shipping prices are stated at checkout.

  • DPD paketti
  • MyPack Collect Pohjoismaat
  • MyPack Home Pohjoismaat

Fragile items have an additional cost that is based on delivery method chosen and is calculated when placing the order.

Shipment tracking

Once your order has been sent, you will receive an email with a tracking code for your package. You can check the shipping status of your package. Postnord Oy delivers the parcels straight to the address of your choosing or to your nearest service point.

The package is delivered to the service point selected at the ordering stage and you receive a package arrival notification by mail, email or SMS.

It is not possible to track orders sent as a letter.

If you have ordered an item that is not in stock, we will email you an estimate of the arrival date of the package.

Return and exchange policy

In accordance with the Consumer Protection Act of Finland, you have the right to exchange and/or return an item within 14 days of receiving your order. The return right applies only items that are in new, unused condition and in their original packaging.

Include a copy of the order when sending an item back for return or exchange. Also include your name, customer number, phone number, email and address. We will send you mailing stickers attached to the package for refunds. Once you have received mail stamps from us, take the packet to the nearest return point. Find out the nearest Postnord point here: https://www.postnord.fi/association/sahko-asiointi...

For returns where payment was made using online bank payment or bank transfer, please also include your bank account number in IBAN format (FI12345-67890).

For exchanges, please include the information on what you wish to exchange the item for.

Address for returns or exchanges:

ICY FORM OY

Henry Fordin katu 5K 4krs, FI-00150 Helsinki.

The customer will pay the postal reimbursement costs. Returned products must be unused and in the original packaging. If the wrong product is delivered to the customer, the wrong product quantity or product has been damaged, the customer must inform us within 7 days to our customer service sales@icyform.com

We will not accept returns after 14 business days. Once we have received the return has been received, it will be processed. When the return is accepted, a refund will be made to the original payment method.

Delivery problems and faulty products

Should you not receive your package or if an item was damaged in transport or if the item ordered is faulty, contact us immediately by email sales@icyform.com or phone +358 9 7510 2700. If the package was damaged in transport, a claim must also be made with the shipping company.

Notifications must be made within 14 business days of receiving your order.

Other

We reserve the right to change our terms and conditions. Customers should familiarize themselves with the terms and conditions before placing an order.

Company name handles all customer information confidentially and does not disclose customer information to third parties.