FAQ - Frequently asked questions

Ordering online

• I want to collect my order from a store - how do I know which stores are available?

  When entering your contact details in the shopping cart, our Online Store automatically displays the nearest IKH Retailers based on the address provided for convenient pick-up. Prior to placing your order, you can verify if the nearest IKH Retailer also serves as an Online Store pick-up point by utilizing our store search feature, which will indicate 'IKH Online Store pick-up point' in the store details.

• If I wish to collect my order from an IKH store located near my holiday home, for instance?

  By entering the address of your holiday home as the billing address, our system will utilize the postcode to identify the IKH pick-up point closest to you

• I accidentally entered the wrong contact information in my order, what should I do?

  Please contact the online shop's customer service, you can reach us via email at verkkokauppa@ikh.fi or by calling 0200 32300. Please have your order number ready, which can be found in the order confirmation email. Alternatively, you can also reach us by sending a message through the contact form available on our customer service page.

• Can I pay for my online purchase in the store when I collect my parcel?

  Regardless of whether the order is collected from an IKH store or delivered elsewhere, payment for all online orders is processed through the payment gateway in the online shop's shopping cart.

• Can I add products to my order afterwards?

  Unfortunately adding products to an existing order is not possible. However, you have the option to place an additional order for the desired product. Our team will endeavor to combine it with your previous order if feasible. It's important to note that this process isn't automatic, so please reach out to our customer service team at verkkokauppa@ikh.fi / 0200 32300.

• Is it possible to combine the deliveries for my two separate orders?

  This depends on the processing stage of your orders and the nature and dimensions of the products you've ordered. Please don't hesitate to reach out to our customer service team for assistance in such cases verkkokauppa@ikh.fi / 0200 32300.

• Where can I find the receipt / invoice for my online order?

  I am a registered customer

  If you have registered as an online customer and placed your order while logged in, you can browse your orders and print your receipt by logging into your customer account. Login to your customer account here.

  I do not have a customer account

  If you are not a registered customer, you can download/print your receipt by entering your order details here.

  If necessary, you can also contact our customer service at verkkokauppa@ikh.fi or 0200 32300

• I forgot my password - what should I do?

  You can use the forgotten password function on the login page. You will then receive a password change link in your email.

• I have not received an invoice for my order

  I paid for my order with a Svea Invoice, Svea Installment Payment or Svea B2B Invoice. I have received my order, but I have not received an invoice.

  Svea Invoice and Installment Payment:
  Within approximately two weeks of placing your order, Svea Bank will send an invoice to the email address you provided. Kindly check your email spam folder as well. Please be aware that Svea Bank is the sender of the invoice and the recipient of the payment, not IKH.

  Svea B2B Invoice:
  By default, a company invoice is sent as an e-invoice if the company's details are found in the e-invoice register. Otherwise, the invoice will be sent by e-mail to the address indicated in the order.

• My order contained the wrong products or the shipment was incomplete or defective

  Contact our customer service at verkkokauppa@ikh.fi or  0200 32300

Returning or cancelling an order

• I want to cancel an order that may not have been sent yet

  Please contact our customer service team as soon as possible at verkkokauppa@ikh.fi / 0200 32300.  Make sure you have your order number ready, which can be found in the order confirmation email. If your shipment has not yet left our facilities, your order will be cancelled, and any payment made will be refunded. Otherwise, our Customer Service team will reach out to you to discuss the handling of the package that has already been delivered. 

• How do I return products purchased from the IKH Online Store?

  Return instructions were included with your order, which you should adhere to. Additionally, you can find detailed guidance on how to initiate a return notification and return products at return instructions. 

• I don't have a return label - how do I return the product?

  If your order did not come with a return shipping label (e.g. large items or TDG shipments), please contact our online customer service who will help you with the return. Contact the online shop: verkkokauppa@ikh.fi / 0200 32300

• Are returns free of charge?

  While returning products ordered from the online shop is free of charge, please be aware that hygiene and intimate products cannot be returned once the packaging has been opened. Examples of such products in our online shop include respirators, full and half masks, ear plugs, underwear, underclothes, and socks.

• Can I return the product directly to an IKH store?

  Primarily, returns for online orders will be facilitated using the provided return shipment label, following the return instructions provided.

  However, if you collected your order from an IKH store, they may accept and forward your return. Regardless, it's essential to inform the online shop's customer service team about your return. Refunds will be processed via the online payment processor using the same payment method you utilized for your online order, once the return has been processed by the return processing service.

IKH gift card

• What should I do with an unused gift card?

  The gift card remains valid for 24 months from the date of purchase. However, please note that the gift card cannot be used after its expiry date. Any remaining value on the gift card after expiry will not be refunded.

• Where can I pay with an IKH gift card?

  You can pay with the gift card in IKH stores and in the ikh.fi online shop

• What should I do if my gift card is lost or stolen?

  If you discover that your card is missing, please contact IKH customer service immediately. The gift card can be canceled with the gift card number (the series of numbers on the back of the card). Please note that lost or stolen gift cards will not be replaced.

• How can I extend the validity of my gift card?

  The expiry date of the gift card is 24 months from the date of purchase. After this period, the gift card is no longer valid and cannot be extended in the store.

• Miten toimin, jos haluan palauttaa lahjakortilla ostetun tuotteen?

  Product purchased in a shop:
  You can typically return the product to the same shop where you made the purchase. Exchanging the product for another item will be given priority.

  Product purchased from the online shop:
  Follow the return instructions included with your order. You can find information on initiating a return and returning products here. The refund is credited back to the gift card.

• How can I check my current balance?

  You can verify the current balance of your gift card either here or at the cashier in an  IKH store. To do so, you'll require your gift card number and PIN code. On a physical gift card, this information is located on the back of the card. For a digital gift card, you can find the number and PIN code in the email where you received the gift card.

• How does the gift card work in Åland?

  Gift cards are also available in Åland at the IKH partner store. Since orders from the ikh.fi online shop are not shipped to Åland, physical gift cards cannot be ordered online. However, digital gift cards are available for purchase through the online shop in Åland. Additionally, gift cards purchased in mainland Finland can be used for payments in Åland, and vice versa.

Product related questions

• Where can I see the availability of a product at my nearest IKH retailer?

  The availability information displayed in our online shop refers to availability solely within the online shop. For confirmation regarding availability, delivery time, and pricing at your nearest IKH retailer, we recommend reaching out to them directly.

• Where can I find clothing size charts?

  For most clothing products, a link to the size table can be found in the Product Attachments section.