Valid from 12.12.2023
General
The online store products are sold by Roastery Coffee House Oy. Business ID 3345634-6. We sell products to adult individuals only. The prices of the products include VAT. We reserve the right to change the prices of products and postal charges. We do not guarantee the availability of the products. In case the product has ran out of stock, we will inform the customer regarding the next possible availability.
Before ordering, the customer must read the current online store terms and conditions. We reserve the right to change our online store terms and conditions.
Placing an order
You may place an order both as a non-registered customer and a registered customer. We recommend creating a user account so that you have easy access to your order information. You may place an order by selecting the desired product(s) to your shopping cart and then complete the order by agreeing to the terms and conditions and making the payment. All orders are confirmed by e-mail indicating the price of the order, shipping costs and ordered products. To receive an order confirmation, you must provide an email address when
ordering.
You will receive an order confirmation email containing the following:
- Order number
- Products and quantity
- Shipping costs
- Invoice total
In addition, if you have created a user account, you can check the contents of your order on our website by logging in to your account.
Payment methods
Products and shipping costs are paid at the time of ordering.
We accept payments from the Finnish online banks. Your order will be charged directly from your bank account. Payment takes place in the same way as the payment of any invoice in Netbank. When choosing a payment method for your online payment, simply click on the logo of your bank to go to your online bank to make a payment. You will need your bank’s internet IDs to validate your payment. When you pay, you will be transferred to a secure payment service provider.
We will soon be adding new payment methods to our website.
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
Business ID 2122839-7
paytrail.com/en/consumer/information-about-paying.
Shipping
We process orders from Monday to Friday during the office hours 8am-5pm. We do not process orders on national holidays. The orders will be shipped from our warehouse within 1-2 days after we have received the order. In case of delay or if the product is not in stock, we
will inform you. We reserve the right to delays due to the product running out of stock. In case this happens, we will inform you about the next possible delivery time.
Our parcels will be delivered via the Finnish national post services, Posti. We also offer DHL delivery on a special request. The shipping costs include postage and packing costs. You can preview shipping rates after selecting the payment and shipping method for the cart. We deliver the orders as a postal parcel, which can be tracked with a shipping ID. We will send you a confirmation email with a shipping ID once your parcel is on its way.
At the moment, we only ship within Finland. For deliveries to Åland, certain limitations may apply.
Shipping costs will vary depending on the size of the parcel and the selected shipping method.
We currently offer these shipping options:
- Smartpost: You can choose the closest SmartPost delivery point. The cost is 5.9e when the parcel weight is up to 2kg. When more than 2kg but maximum 25kg, the cost is 8.9e.
- Posti: You can collect your order from the nearest Post office. The cost is 8.9e.
- Posti Express Parcel: The cost is 14 euros. Reaches typically within the next working day.
- DHL: The price will vary depending on the weight of the parcel and the requested delivery time. We follow standard DHL pricing. You can find more information on DHL website.
The customer needs to agree to the terms of delivery.
Cancellation of purchase
Coffee and chocolate based products sold online are food products and do not have the right of cancellation, return or exchange (see Chapter 6, Section 16 of the Consumer Protection Act).
Articles by Roastery orders may be cancelled, returned, or exchanged depending on the product category and condition of the product upon return or exchange. We only accept cancellations 14 days from the original purchase date, and only by receiving the completed
cancellation form filled by the customer. The form may be sent to us by email to info@roasterycoffee.fi
Withdrawal of purchase is not applicable when:
- The price of the consumer goods depends on fluctuations in the financial market that the trader cannot control and that may occur during the withdrawal period.
- The contract concerns goods that are made or modified according to the consumer’s specifications or clearly personalized to meet personal needs.
- Sealed goods that, for health or hygiene reasons, cannot be returned once opened.
Neglecting your order
Not retrieving a package does not mean returning. Please note that not collecting your parcel from the Postal Office is not a customer return. The package is not considered picked up when it returns to us by mail. If you plan to not collect your parcel, please inform our customer service in advance. For neglecting the parcel and not notifying us, we reserve the right to charge a value of EUR 9.90 for shipping and handling costs.
Reclamation and defective goods
We work hard to ensure that our quality is superior, and the products are delivered intact. In case you have received a defective product, or you notice any damage on the item, we request you to promptly report the error to us so that we may attend to it. Please contact us at info@roasterycoffee.fi so we may assist you further. Defective products will be replaced by the corresponding product. Our liability for defective products is followed according to the Finnish Consumer Protection Act Article 5. Any dispute may be handled by the Finnish Consumer Disputes Board (Kuluttajariitalautakunta).
If the product has been lost during transport, damaged or the wrong product has been delivered to the customer, the customer must immediately report the error to the address info@roasterycoffee.fi. Notification of improper delivery or defective product must be made within 14 days of receipt of the product. If the package is damaged in the mail, a complaint must be made immediately to the post office.
Warranty
Our products do not have a warranty unless specifically mentioned so in the product description. However, we hold accountable for any defects in the goods.
Return and exchange information
Coffee and chocolate based products sold online are food products and do not have the right of cancellation, return or exchange (see Chapter 6, Section 16 of the Consumer Protection Act).
For non-edible goods in original condition and packaging, the customer has a 14-day right of exchange and return in accordance with the Finnish Consumer Protection Act. The return policy applies only to unused and marketable products in the original packaging.
A 14-day return and exchange right is calculated from the time the product has arrived to the pick-up point or when the product has been delivered to the customer. The customer must contact directly info@roasterycoffee.fi during these 14 days for returns and refunds.
The customer is responsible for the all the costs caused by returning or changing products.
We do not receive returns more than 14 days after delivery. Once the return has been accepted and received, the money will be returned to the same payment method that was used to make the purchase.
Depending on the return, please include the following information:
- Your customer number, name, address, and phone number
- A copy of the order confirmation
Return address:
Annankatu 22, 00100 Helsinki, Finland
Customer support
In case of any queries or concerns, you may write us at info@roasterycoffee.fi. We will reply to you to as soon as possible.