Frequently asked questions
How do I place an order?
Choose the products you want to order from the Luhta.com online shop’s selection by placing them in the shopping bag. In the shopping bag you can see the total cost of the products and possible delivery charges. By clicking ‘Go to checkout’ you can fill out your details and pay for the order.
How do I know that my order has been received?
Once the order has been paid for, an order confirmation will be sent to the e-mail address provided in your details.
Can I change my order after I have paid for it?
The order cannot be changed after it has been paid for and confirmed. If there is incorrect information in the order, contact our customer service, who can cancel the order, if its processing has not begun yet.
Can I order products to be delivered outside of Finland?
At this time, we only deliver products to Finland.
How can I pay for my order?
The payments in the Luhta.com online shop are handled by Klarna Ab. More information about payment options can be found on Klarna’s website and via their customer service.
Can I use a gift card to pay for my order?
At this time, gift cards cannot be used in the online shop. Gift cards can only be used in our stores.
Can I buy a gift card online?
Gift cards cannot be bought online at this time.
How can I join the aClass customer loyalty programme?
You can join the aClass customer loyalty programme by creating a customer account in the Luhta.com online shop. When you register a new customer account, you will automatically join our aClass customer loyalty programme.
Customers that already are aClass members can also create a customer account and register as a user in the Luhta.com online shop. Their existing aClass member information is automatically updated to the customer account.
Do online orders add to my aClass money balance?
Yes, online orders do add to your aClass balance.
Can I use my aClass money balance to pay online?
At this time, it is not possible to pay for orders using aClass money. However, the aClass money earned from online purchases can be used for payments in our stores.
How long does delivery take?
Generally, delivery takes 3 to 5 days. Please note that, for example, during sales and campaigns the number of orders may increase suddenly, which will affect the estimated delivery times.
Why is my order split into multiple parcels?
Sometimes we might have to split an order into multiple parcels and ship them separately. If so, then each parcel will be delivered with their own tracking code. You will receive the tracking codes via email. You can track your parcels online on Posti’s website for item tracking. Even if your order is split into multiple parcels and shipped separately, you only need to pay delivery costs for one shipment.
Where is my order delivered?
The place of delivery depends on the mode of delivery you have chosen. Please note that a pick-up point can be set for all deliveries using the OmaPosti service. We cannot, however, guarantee that your parcel will be delivered to the pick-up point of your choice.
How long is my parcel kept at the Posti service point? Parcels are kept at the pick-up point for 7 days.
What happens if I cannot pick up my parcel within the storage period?
If you are unable to pick the parcel up, please notify our customer service of it before the parcel is sent back to us. Not claiming a parcel without prior notice is not considered a customer return. We charge €19.90 in handling fees for every parcel that is left unclaimed without notice.
Can all products be exchanged or returned?
All products bought from the online shop can be returned within 30 days. If you wish to exchange a product you have ordered, you must first return the item to our online shop and then place a new order for the new product.
What is the time limit for exchanges and refunds?
Products ordered from the Luhta.com online shop can be refunded within 30 days. Products that were bought from our store can be returned within 14 days.
Can I return my online shop order to a store?
At the moment, returns to stores are not an option.
There was no return form or instructions in the parcel. What do I do?
Don’t worry. You can print out a return form here. If you do not have a printer, you can write the information required on the return form by hand.
How do I exchange a product?
Products cannot be exchanged directly. The product must first be returned and then a new order must be placed.
How quickly after returning a product will I be refunded and where is the money refunded to?
Products are usually refunded within 14 days, once we have received and checked the product. The price of the returned products is refunded in the same mode of payment that was used to pay for the order.
Where can I make a complaint about a product?
If you have a complaint about a product that was bought from the online shop, please contact our customer service via e-mail at firstname.lastname@example.org. Complaints about products that were bought at a store should generally be made at the store where the product was purchased. Store contact information can be found here.
How do I contact customer service?
You can reach our customer service via e-mail at email@example.com