FAQ
- What are the shipping options?
Finland:
- Posti Letter – Untracked
- Posti Parcel to a Pickup Locker – Tracked
Rest of the World:
- International Letter – Untracked
- When will my order be shipped?
As soon as possible! I typically process and ship orders within 1-2 days. However, during busy times like the holiday seasons, shipping may take a bit longer. I handle all the packing and shipping alone by myself, so I truly appreciate your patience and understanding!
- When will my order arrive?
That depends on where you are! All orders are shipped from Espoo, Finland, so the farther you are from us, the longer it may take for your package to arrive.
Estimated delivery times:
- Finland: 2–4 business days
- Europe: 5–12 business days
- Rest of the world: 2–12 weeks
Please note that postal delays can happen and are unfortunately beyond my control. For this reason, I’m only able to investigate potentially lost packages after at least 30 business days have passed since shipping.
- I made a mistake when typing my address, how do I fix it?
Contact me via email at hi.tomatowen@gmail.com or send me a message via Contact form!
- How do I cancel my order?
If your order hasn’t been shipped yet, just contact me and I’ll issue a full refund. Please note that refunds can only be processed to the same card used for the original purchase. If your order has already been shipped, you’ll need to return it to me at your own expense. Once I receive the item and confirm it’s unused and undamaged, I’ll process your refund.
Important: Always contact me before sending any items back.
- Where is my tracking number?
If you selected a tracked shipping option, your tracking number is included in the shipping confirmation email I sent you. If you don’t see it, be sure to check your spam or junk folder just in case!
If you chose Standard Post Letter shipping, please note that this method does not include tracking, so I won’t be able to provide a tracking number.
- I have to pay import tax and service fees for customs clearance! What is that about?
If you’re ordering from outside the European Union, your package may be subject to import tax and customs handling fees. These charges are set by your country’s customs authorities and/or postal service, and are a standard part of international shipping.
Unfortunately, I have no control over these fees and cannot offer refunds for them. By placing an order, you acknowledge that additional charges upon delivery may apply. If you have questions or need specific info to help with customs clearance, feel free to reach out! While I'm not an expert in every country’s import rules, I'll do my best to assist you.
Please note: all customs documents will list the full retail value of the items, as required by law.
- My order was damaged in the mail, what do I do?
Contact me via email at hi.tomatowen@gmail.com or the shop's contact form and include your name, your order number, and a photograph of the damaged item(s) for a replacement or a refund!
- I still have questions!
You can contact me via email hi.tomatowen@gmail.com or the shop's contact form and I'll get back to you as soon as possible! Please note that I won't be able to answer messages during the weekend or holidays.