Frequently asked questions

How do I know if a product is in stock and available?

Are the same products available in your shop and in your online store?

Generally, yes. The pricing of products is identical in our shop and in our online store. 

Our shop and warehouse are located in the same building and products stored in either are available for purchase both in our shop and in our online store. If you visit our shop and wish to purchase a product stored in our warehouse, the product will be collected for you while you wait. Please reserve a bit of extra time for you visit to our shop, if you are planning on purchasing a product that is stored in our warehouse

How do I know when a product that is out of stock will be available again?

An estimate for the arrival of more units of a product will be declared on the page of a product that is out of stock. Please note that declared dates are estimates and not a guarantee of when a product will arrive from our supplier or be available. Estimates are updated according to information provided to us by our suppliers.

What does ”delivery time approximately” mean?

A delivery time estimate is declared on the product page of a product that is out of stock but available for order. Delivery time estimates are based on information provided to us by our suppliers and the prior capacity of our suppliers to deliver ordered products within a given timeframe. Please note that the arrival dates declared in our online store are estimates and not a guarantee of when a product will arrive from our supplier or be available.

What does ”the realibility of the estimation” mean?

A delivery time estimate is declared on the product page of a product that is out of stock but available for order. The reliability of the delivery time estimate is declared in conjunction with the delivery time estimate under the headline “availability”. Delivery time estimates and the reliability of delivery time estimates are based on information provided to us by our suppliers and the prior capacity of our suppliers to deliver ordered products within a given timeframe. Please note that both of these are estimates and thus, we cannot guarantee that a product will arrive according to the provided dates. 

What is an outlet price?

The last available units of products are occasionally sold at a discounted outlet price. One or more variants (colour, size and more) of a product can be available at a discounted outlet price. A link to the product variants sold for outlet prices will be found under the declared price of the product (link in the form of “Outlet prices from xx,xx €”). By clicking this link, you can view all of the product variants that are available at a discounted outlet price. The outlet price is only available for the product variants found in the link.

Can you order and deliver product variants (size, color, other attributes) that are not listed on the page of product?

Please contact our customer service by email, if you are interested in purchasing a product variant that is not currently found in our assortment. Our customer service personnel will then investigate the possibility of ordering the variant.

Can you order and deliver products that are not found in the current assortment?

We are able to investigate the availability, price and delivery time of products of brands that are included in our assortment. However, some products may not be available or the delivery time of products may be unreasonably long. 

Please contact our customer service by email if you are interested in purchasing a product that is not currently included in our assortment. Please include detailed information on the product when sending our customer service an email.

How can I recommend a brand or product to your assortment?

You can recommend product or brands that should be added to our assortment by sending our customer service an email. Product and brand recommendations are conveyed to the manager of the particular department.

Do you sell made-to-measure products?

Our assortment includes a large variety of products that are made-to-measure or that can be individualized. Common made-to-measure products found in our assortment are dry suits and immersion suits. Made-to-measure variants are usually listed as separate products that provide the opportunity to fill in measurements and options for customization of the features of the final product.

Please contact our customer service if you are unable to find a made-to-measure variant of a product that you wish to order tailored according to your measurements and needs.

Attention: Made-to-measure and individualized products are not included in the limited 60 day right to return and exchange products. Made-to-measure and individualized products are always charged in advance and cannot be returned or exchanged.

Can I purchase products directly in your shop without an order?

Of course! You can visit our shop and make purchases at any time during the opening hours of the shop. We kindly ask you to reserve enough time for your visit, especially before the closing time of the shop. Please note that experts of different departments are unfortunately not always available. If the expert of a specific department is unavailable, the personnel of other departments are more than happy to assist you to best of their capacity. 

Can I reserve a product?

Products can be reserved by making a purchase in the online store. When you make a purchase for a product in the online store, a unit of the product from our stock is reserved for you order. If you wish to pick up thegoods in our store, you can choose store pick-up as the delivery option at checkout. You will be notified once the product is ready to pick up. If you wish, you can also pick up the product before receiving a notification. If you plan on picking up yout order before receiving a notification that it is ready, please reserve additional time for your visit. The product will be collected by our personnel while you wait, after you have provided our shop personnel with an valid order number.

Do I need a customer account to make an order?

You can purchase products in our online store without a customer account. However, by logging in to your customer account the online store will automatically fill in your delivery information at checkout based on your last order. Your VIP discount is also automatically applied to products, if you are a VIP customer and have logged in to your account. By logging in to your customer account, you are able to view the status of all of the orders that you have made and download the receipts and invoices of orders.

How can I change the information found on my customer account or remove my account completely?

You can change the information on your customer account and request the removal of your customer account by contacting our customer service.

How do I subscribe/unsubscribe to your newsletter?

You can subscribe to our newsletter at checkout or via the “Newsletter” link found on the lower part of the online store front page. You can unsubscribe from our newsletter by clicking the “unsubscribe” link found in newsletter or by contacting our customer service.

What is VIP customership?

VIP membership

         

How can I find different delivery methods?

You can view the available delivery methods by adding a product to your shopping cart, proceeding to checkout and entering a delivery address. Please review that you have chosen the correct delivery destination country. 

At checkout you will find further information (general information, delivery time estimate, price calculation, and more) on different delivery methods by clicking the blue “i” symbol found next to each delivery method. Please note that the price of some of the available delivery methods will scale according to the weight and volume of the products included in your shopping cart. The price of each available delivery method will also be noted in conjunction with the delivery method at checkout. 

You can also review the available delivery methods and their standard prices for the chosen destination country by visiting the INFO section Delivery costs

Why some of the delivery methods are not available?

The attributes of the products included in your shopping cart may limit the availability of delivery methods that can be chosen for the delivery of the order at checkout. Products that limit the availability of available delivery methods or completely prevent delivery include, but are not limited to: cartridges, firearms, flammable liquids, flammable gases, pressurized containers, lithium-ion batteries and other hazardous substances.

How do I know which payment methods are available?

You can view the available payment methods for the chosen destination country by going to the INFO section “Delivery methods and payment methods” or by adding a product to your shopping cart, proceeding to checkout and then viewing the section “Payment method”. Please note that the assortment of the online store includes products that can only be purchased using a limited selection of payment methods. The availability of a limited selection of payment methods for the purchasing of a given product is noted on the product page in the web shop. Unavailable payment methods will be crossed out at checkout, if the shopping cart includes products that limit the selection of payment methods that can be chosen by the customer.

Can I purchase products by invoice?

Private persons can purchase products and services by invoice or installments by using Klarna.

Companies, organisations and corporate bodies can purchase products and services using invoicing or electronic billing. Please see section “business sales” for further information.

Why is my credit card payment failing?

A credit card payment can fail due to multiple different reasons. An error has occurred on our web site or in the data traffic of the bank at the moment of purchase. Some banks and credit providers located outside of the borders of the EU do not utilize 3DS-signature authentication. Cards administrated by these banks and credit providers cannot be used for payments within the EU.

If a credit card payment fails you can attempt the purchase again with the same or another credit card or choose another available payment option.

How do I use a gift card or a discount code?

You can use a gift card by clicking the “I have a gift card” link found in a shopping cart view. After opening the “I have a gift card” link you will find fields where you can enter the information found on your gift card. After entering the required information and pressing the “use the gift card button”, the value available on your gift card will be added to your shopping cart as negative sum of money that will be deducted from the final price of the purchase.

You can use campaign related discounts and discount codes by clicking the “I have a campaign code” link found by opening your shopping cart view. After opening the “I have a campaign code” link you will receive your discount by entering the required information and pressing the “Apply campaign prices” button.

Can I combine discounts?

Discounts cannot be combined. If you are entitled to multiple different discounts at the same time, you will receive the discount that offers you the best price for the product at checkout.

What do I do when the price of a product changes after I purchased it?

The price of a product is the price that was shown for the product in the online store at the moment of purchase. The price of a product is displayed at checkout before the purchase is finalized. By purchasing the product, you accept the price that the product is sold for. The price of a purchased product will not be altered after an order or purchase has been made, unless an error has occurred.

How fast are orders shipped?

Orders made in the web shop are normally processed and sent within a time period of approximately 1-3 business days. The handling and processing time of orders can occasionally be longer than normal during sales campaigns, seasonal peaks and holiday seasons.

We will send the customer a shipping notification, when an order has been packaged and made ready for collection by the shipping company chosen by the customer. The shipping notification email will contain a tracking ID that the customer can utilize to monitor the progression of the delivery using the shipping company’s tracking service.

Why is the status of my order...?

READY TO BE PACKED

Your order is being processed. Orders are processed, packed and shipped according to the order in which they have been made and registered in our online store.

SENT

Your order has been processed, packed and shipped. You should have received a shipping confirmation by email that contains a tracking ID that you can use to monitor the progression of the delivery of your order. Please contact our customer service if you have not received the shipping confirmation.

Orders are collected by shipping companies once every business day and the digital tracking of a delivery is usually updated within 6 – 24 hours of the order being sent. 

COMING

The purchased product or products on the order are products that have been out of stock but available for order when they were purchased. The purchased products have been ordered from our supplier and we are currently waiting for them to arrive at our warehouse. You will receive automatic updates from our online store regarding the status of the ordered products. You will be notified once all of the purchased items are available and have been packaged and made ready for collection by the courier. 

Please note that the arrival dates declared for products in our online store are estimates and not a guarantee of when a product will arrive from our supplier or be available.

Why has my order not been shipped?

Orders are processed, packed and shipped according to the order in which they have been made and registered in our online store. The processing time of orders is normally 1 – 3 business days (Monday to Friday, excluding national holidays that occur during business days). Orders are not processed during weekends or national holidays.
The handling and processing time of orders can occasionally be longer than normal during sales campaigns, seasonal peaks and holiday seasons. If the processing and shipping of your order has been delayed with several days you can contact our customer service and inquire on the status of your order. 

How do I know when my order can be picked up in your shop?

You will receive a notification once your order is ready to be picked up in our shop. Pick up orders are handed over to customers at the checkout desk in our shop and you will receive your order by providing our shop personnel with an order number or pick up notification. 

Can somebody else pick up my order in your shop?

Pick-up orders can also be picked up by a person other than the one that originally made the order. Just forward an order confirmation or pick up notification and we will hand over your order.

How can I modify my order?

You can request changes to your order at any time, granted that the order has not been shipped from our warehouse. You can contact our customer service if you wish to make changes to your order. In urgent matters, please contact our customer service by phone.

Requests sent by email should be titled with a suitable and descriptive headline, for example ”Changes to order 1234567”. You will receive a confirmation or answer from our customer service when the requested changes to your order have been made or if there are any obstacles that prevent the requested changes being carried out. 

How can I cancel my order?

Orders can be cancelled at any time by the customer, granted that the order has not been shipped. Please contact our customer service, if you want to cancel your order. Requests sent by email should be titled with a suitable and descriptive headline, for example ”Cancellation of order 1234567”. You will receive a confirmation or answer from our customer service when the requested changes to your order have been made or if there are any obstacles that prevent the requested changes being carried out.

What should I take into account if I make an order outside of the EU?

Orders delivered to a destination country outside of the European Union (EU) are sold at VAT 0% (Value Added Tax 0%). The buyer is responsible for all possible taxes, customs and importation fees, if products purchased from the online are delivered to a destination country outside of the EU. Importation and customs clearance practices vary significantly between countries and it is the responsibility of the buyer to be aware of the local laws and practices of the chosen destination country. By ordering products to a destination country where customs clearance is required, the buyer accepts that the delivery of the order may be delayed due to customs and importation related processing in the destination country. Please contact your local customs authorities if you require further information.

Can a company order tax free?

You can purchase products tax free as a company that operates within the European Union but outside the borders of Finland. Purchasing products tax free requires a valid European VAT number. The VAT number will be asked nad verified at the checkout.

What should I do if something is missing from the delivered order?

If a product is missing and no information is found on the packaging slip detailing a partial delivery, it is likely that an error has unfortunately occurred during the processing and collection of the order. Please contact our customer service as soon as possible so that we can investigate the issue further and strive to find a solution.

What should I do if I have received the wrong product?

If you have received the wrong product or order, it is likely that an error has unfortunately occurred during the processing and collection of one or several orders. Please contact our customer service as soon as possible so that we can investigate the issue further and strive to find a solution. You can return the incorrect product to us by following the instructions found on the return form that was delivered to you with the order. If you are returning a product from outside the borders of Finland, please contact our customer service for further information.

What should I do when I have received a shipping confirmation but the order has not been delivered?

The tracking of a shipped order is usually updated within 6 – 24 hours of the order being shipped from our warehouse. Please contact our customer service if the tracking of a delivery is not update within a few business days after you have received the shipping confirmation of the order.

How can I return a product?

Returns & refunds

How can I file a product complaint?

Reclamations & warranty