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Frequently asked questions

How do I place an order?

Choose the products you want to order from the 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.

Where do you deliver?

At this time, we deliver products to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

How can I pay for my order?

The payments in the 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 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 use a link in the message to adjust the delivery, have the shipment redirected to any UPS collection point, or issue a drop-off authorization. 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?

By default, shipments are delivered directly to the specified delivery address. If your shipment cannot be delivered, it will be forwarded to a UPS Access Point™ near you and you will be notified by email and SMS. 

How long is my parcel kept at the UPS Access Point™?

Parcels are kept at the UPS Access 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. If you do not collect the shipment within the storage period, ownership of the package will revert to the online shop and the goods will be returned. After the return is encountered and processed by us, you will be refunded within 14 days to the original method of payment. We will inform you about the refund by email.

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 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 in the online shop, please contact our customer service via e-mail at 

How do I contact customer service?

You can reach our customer service via e-mail at or by phone on +358 (0)9 2310 0080 on weekdays (Mon-Fri) from 8 to 18 (UTC+2).