Frequently asked questions

Here you will find our frequently asked questions and their answers. If you have any questions, please contact our customer service.

Ordering:

1. Ordering instructions for fresh products
Fresh bread and buns are always sent on Mondays. So that your order can be sent on Monday, please place your order by Thursday at 12:00 (Finnish time). Orders received after this, which contain fresh bread, will be sent on Monday of the following week. ORDER FRESH PRODUCTS BY EXPRESS TRANSPORT! This way we can guarantee the freshness of the bakery products.

2. I can't find the product I'm looking for in your selection?
If you cannot find the product you want in our selection, you can contact us and we will see if it would be possible to add it to our selection. Most of the time this works! Please note that for new products it may take a few days before the product can be found in the online store.

3. I would like to order full sales lots / boxes, is that possible?
In our online store, you can also find products in packages and wholesale. We are constantly adding these. If you need a larger quantity, please contact us and we can make a reseller agreement on a case-by-case basis.

4. Can I make a gift order for a friend in Finland or abroad?
You can choose a separate delivery address in addition to the billing address at checkout. We try to always deliver gift orders with minimal price information.
If you wish, we can add the desired gift message to the recipient with the package. You can leave a message in the comment field at checkout.

5. Are taxes and duties included in your prices?
Customs fees are NOT included in our prices. Please check for restrictions and customs regulations of your country before ordering. In the case of orders to the EU, taxes of the shipping country are included in the price. When shipping outside of the EU taxes are not included in the price.

6. Can I pay after receiving my order?
Suomikauppa will begin processing your order after payment is received, or in the case of bank transfer, after we have received proof of payment. We will delete unpaid orders from our system after 7 days.

7. Can I order this product to my country?
Please check the restrictions and customs regulations of your country before ordering to be sure. Sometimes we catch an undeliverable item (for example seeds to Australia) and take it out before packing, but this is not guaranteed. It is best to check before placing an order.

8. When will my order be shipped?
Order processing takes 1-3 business days from the arrival of the order. If the order contains fresh bread and it is made before noon on Thursday (Finnish time), the order will be sent the following Monday. Orders containing fresh bread made after this will be postponed to the following Monday.

9. I forgot a product from my order, what can I do?
If you want to add products to your order and you have already sent the order to us, you can contact us by e-mail info@suomikauppa.fi. Please note that if products are added to the order, the order will move from processing to “queue” until the added products have been paid for. In addition to product and transport fees, a handling fee of € 7.50 will be charged for adding products to the order.

10. There is  a product missing from my order or I received the wrong product?
Sometimes an error occurs while collecting orders and a product may be incorrect or missing from the order. In this situation, please contact us by e-mail at info@suomikauppa.fi. Please include your order number and missing or incorrect products in your message. Products will be refunded or re-shipped on a case by case basis.

11. I received a refund to my account, why?
If a product is not available, we will try to refund the products to you before sending the order.

12. Can I order chocolate during summer?

Suomikauppa.fi delivers orders to a pick-up location or address of your choice in cooperation with several courier companies. Deliveries are not specially protected again heat ie. through heat-resistant materials, so there is always a chance that chocolate products will melt if they are exposed to heat during transit or at the pick-up location. Suomikauppa.fi is not responsible for melted chocolates.

Shipping

1. Do you deliver to my country?
We deliver packages almost anywhere in the world! If you cannot find the target country in the listing, please contact customer service. 

2. How do I know the shipping cost of my package?
Shipping costs vary depending on the weight of the package and the delivery method. You can see shipping costs and shipping options at checkout after you've added a shipping address.

3. How are delivery costs determined?
The delivery costs of the order consist of the weight or volumetric weight of the order, processing of the order, packaging materials and the selected delivery method. Shipping is priced according to the delivery option you choose, address and weight or volumetric weight (1 m3 = 250 kg).

Products with a large volume weight are, for example, products that are light but take up a lot of space and packaging material, such as; crisps, dried breads, flakes, dishes, glassware and some seasonal products such as Christmas lights and straw decorations.

The material in which the product is packed also affects its weight. For example, a product containing 400g of jam weighs 714g when weighed with glass jars. In addition to this, the product needs packaging material around it to arrive intact, which also contributes to the product's weight.

4. How long will it take to receive my order?
It normally takes 1-14 days for the order to arrive at the recipient, depending on the chosen delivery method and the order processing time, as well as the availability of the products.

The order delivery time consists of two parts; order processing time and shipping time. The normal order processing time is 1-3 business days, excluding orders containing fresh bread which are sent once a week on Mondays. We do not process orders on weekends or holidays. You can see delivery time estimates on the Deliveries page .

5. Where can I track my package?
When your order is finished you will receive an email from Suomikauppa.fi with the tracking code. If you do not see such an email, please also check your spam folder. Depending on your email settings some automatically sent emails can be found there.

User account:

1. I have lost my password or the username does not work
If you have not logged into your user account before August 2020, unfortunately you will have to register again.

For user accounts created before October 2022, you might have to re-activate your account after our website was updated. Click "Forgot your password?" and a new password will be sent to your email and you will be able to access your account. If this does not work, please contact customer service.

If you have forgotten your password, you can order a new password by clicking "Forgot your password?"

2. Is it safe to do business in Suomikauppa?
Suomikauppa.fi's customer information is confidential. Suomikauppa.fi is responsible for the appropriate processing of the information provided by the User and for maintaining the User's privacy.
We use an encrypted connection (SSL) in all online traffic where the User's data is transmitted. You can be sure that no one outside can access your data when you see a lock or key symbol as a sign of an encrypted connection in the lower right corner of the browser window or in the right corner of the address bar (depending on the browser you use). More information about data protection.