Customer Service

DELIVERY

Orders to addresses in Finland will be delivered via Posti or Matkahuolto, depending on your choice of delivery method at the checkout. We offer international delivery via Postnord and Posti. The delivery costs include postage and handling and are visible at the checkout. We offer free domestic delivery on orders over €150.

If the product you have ordered is temporarily out of stock, we will contact you without delay.

Delivery options and costs

Delivery time and costs will be shown at the checkout when you place your order.

FINLAND

Delivery 2 - 5 working days

Small parcel – €5

You will receive your order with regular mail delivery. The dimensions for a small parcel are 35 x 25 x 3 centimeters.


Medium to large parcel – €7

Your order will be delivered to Posti outlet of your choice.


Matkahuolto – €5

Your order will be delivered to Matkahuolto Parcel Pick-up Point of your choice.


Home delivery – €10

Your order will be delivered to your home address.


Pick-up – free of charge

You can collect your order from Moiko showroom, located in Vattuniemenkatu 15, 00210 Helsinki

INTERNATIONAL DELIVERY



Shipping to EU countries

DHL EXPRESS 1-2 working days 19€, always a home delivery.

Post / 3-6 working days. Your order will be delivered to a pick-up location of your choice, or directly to the address you have provided at the time of your order, depending on the destination country.

Destinations: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Germany, Hungary, Italy, Latvia, Lithuania, Luxemburg, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, The Netherlands

Shipping to rest of the world

Norway, Iceland, Switzerland

DHL home delivery 2-3 days, 19 €

Tracking your order

Once your order has been shipped, you will receive a confirmation email with a shipping ID. This ID helps you to track your order and follow its delivery to you.

Ordering a gift

Sometimes it is nice to surprise your loved one with a gift. You can easily order our products as gifts by adding a delivery address different to your billing address. We never attach the product prices to gift orders. If you have selected gift packaging for your order, we add a hand-written card with your greetings on it inside the gift box.

RETURNS

It is our priority that you as a customer are satisfied with your order. At the same time, we want our operations to be as environmentally friendly as possible and avoid unnecessary deliveries. We are always happy to help you to choose the right product for you and encourage you to contact us if you have any questions regarding our product sizes. You can familiarise yourself with our size guide here.

In accordance with the Finnish Consumer Protection Act, we offer a 14-day return policy for all our products. Returned products must be in original and resellable condition, i.e. unworn with original tags attached. Refunds are always credited back to the original method of payment.

Returns from Finland

When receiving your order, you will find attached a returns form and a returns label with our address and customer return ID 630038.

If you wish to return your order, please fill in the returns form and repack it alongside the items you wish to return. Please take care when packing everything to make sure the products won’t be damaged during the return. You may use the packaging in which the items were delivered to you. Finally, attach the returns label on the parcel and return your order at any Posti outlet. Returns from Finland are free of charge.

Processing product returns takes 10 - 15 working days.


Returns from EU countries

When receiving your order, you will find attached a returns form and a returns label.

Please fill in the returns form and repack it with the items you wish to return. Please take care when packing everything to make sure the products won’t be damaged during the return. You may use the packaging in which the items were delivered to you. Finally, attach the returns label on the parcel and return your order at your closest service point location.

Returns from the rest of the world

If you wish to return the product(s) you have ordered from a country outside of the EU, please repack them carefully and send the parcel to following address

Moi & Co Oy
Vattuniemenkatu 15 A
00210 Helsinki
FINLAND

info@moiko.fi

Please note that when returning product(s) from outside the EU, you are responsible for all return shipping costs.

Exchanging the product

If the product you have ordered happens to be the wrong size or colour and you wish to change it, please return the product as instructed above and place a new order online.

Responsibility

Here at Moiko, we strive for equality and ethicality – in fact, these are two of our core values. Our goal is to create timeless, durable products that are loved by our customers and that have a long life, which in turn supports our goal to increase sustainability in all our actions. These goals have guided us to carefully select only high-quality materials for our products and produce them in co-operations with our trusted partners in Europe; 80% of the work takes place in Finland, and in the Baltic countries. We know all our production sites and visit them regularly. We also see great importance in investing in the wellbeing of our employees.

Almost all our products are made with natural materials. Merino wool used in our gloves, mittens and beanies is mulesing free and animal friendly. The wool is produced in Argentina and spun in a factory in Filiviv, Italy. The yarn meets Oeko-tex and Reach standards, which ensures that our products do not contain any harmful chemicals. The material used in our tote bags is GOTS certified organic cotton.

More than just environmentally friendly materials, we put high importance on local production. Most of our products are woven and sewn in Tampere, Finland, after which they are delivered to our showroom in Helsinki, where our own team takes care of finishing the products with reflective prints. We are working together with small textile manufacturers in Estonia ¬– that is where our quilted mittens, some of the beanies and tote bags are being made.


Did you know?

It takes 15 minutes to knit one double layered pair of mittens. First, the mittens are knitted, after which they are steamed to increase the soft feel of the merino wool, finishing the knit. At this point, the logo is sewn on to the product. Once the pair of mittens is ready to roll, it is sent to Lauttasaari in Helsinki, where the mittens are given their final touch with the shining reflective prints our designers have created. Finally, a product information tag is attached to the pair of shiny softness, and it is all set for delivery.

When purchasing a product from Moiko, you pay for high-quality materials, local production and appropriate compensation to our associates and employees.

PAYMENTS

Bambora PayForm

Bambora PayForm (Paybyway Oy, business-id FI24865594) is the payment facilitator of the online shop. The Paybyway Oy is a payment facilitator authorized by the Financial Supervisory Authority of Finland. The payment process is conducted in the online service of the Bambora. Bambora or Paybyway Oy is shown as the payment received in the bank account listing and in the invoice. Paying with Bambora is safe. All information is exchanged through secured connections.

The trade happens between the online customer and the online shop. The online shop is responsible for all obligations related to the trade.

Read more about Bambora: https://www.bambora.com

PayPal

You can also pay by using your pay pal account. You can find Pay Pal's terms and conditions here:

(EN, SE) https://www.paypal.com/us/webapps/mpp/ua/useragreement-full



YHTEYSTIEDOT


Moikon toimisto ja Showroom
Vattuniemenkatu 15 A
00210 Helsinki
Finland
kauppa@moiko.fi
Tel. +358 40 7331426

CONTACT INFO

Moikon toimisto ja Showroom
Vattuniemenkatu 15 A
00210 Helsinki
Finland
kauppa@moiko.fi
Tel. +358 40 7331426

PRIVACY POLICY

General information

MMOIKO.FI is committed to protecting their clients' privacy and offers an opportunity to have an influence on data handling

With this privacy policy, we inform our clients about the handling of their private information. The client must accept the terms and conditions of this privacy policy to use MOIKO.FI website services

The information we collect can be divided into information given by the user, information gathered from web service usage and information gathered from analytics.

We use the information to:

  • Delivering easy-to-use and secure service
  • Making customer experience better
  • Improving product placement and marketing
  • Customer service and web store developing

Registrar and their contacts

Registrar of the processed data is:

  • Moi & Co Oy
  • Vattuniemenkatu 15 A
  • 00210 Helsinki
  • Y-Tunnus 2350279-1

You may ask about data protection and handling of private information by email from:

kauppa@moiko.fi

What information can be gathered about me?

  • User given information or personal identification information
  • Identification information, such as a name
  • Social security number for identifying customers when making credit agreements
  • Contact information such as address, e-mail, and phone number
  • Payment details including credit agreements and other billing information
  • Location information with the consent of the user, which will be used to estimate delivery times
  • E-mail address and certificate used with Google and Facebook logins.
  • Information gathered from service use and analytics
  • Purchase histories, such as ordered products and their pricing
  • Shipping information, such as selected shipping method and address
  • Product reviews
  • Webstore usage and browsing information as well as identifying information of the terminal used
  • Product recommendation and other targeted information and identifiers

Giving identifier, contact and payment information is mandatory when buying from MOIKO.FI

Website. The main source of the information is from users themselves.

What is my personal information used for?

Personal information is used for:

  • Maintaining customership
  • Delivering, handling and archiving orders
  • Improving operations and services of MOIKO.FI
  • Improving customer experience
  • Analytics and statistics
  • Creating more personalized content and marketing
  • Preventing malpractices
  • Offering better customer service
  • Information is used for customer relations between the customer and MOIKO.FI, contracts, page usage, separate approval of the customer or based on lawful obligations

How is my information stored and secured?

All personal information is protected from inappropriate access and accidental or illegal data loss, change, release, transfer or another illegal handling.

MOIKO.FI stores customer information on their server in the Netherlands. Server rooms and shop’s systems’ technical and process data protection is at a very high level. The company uses a data protection system according to ISO 27001 standard. Servers have been protected against intrusion and denial-of-service (DoS) attack.

We use good data protection methods, such as database encryption, in handling personal information and in technical solutions. Handling of personal information fills all of the demands set in EU GDPR 25.5.2018.

All access to personal information is regulated with good conventions.

Who handles my personal information?

Only employees of MOIKO.FI have the access to personal information and they have been trained to use the information in a safe and ethical manner. Every person on our staff only sees personal information relevant to their job functions.

We use reliable contractors when information can be sent to third parties. We have taken into account that our contractors use EU GDPR and other lawful demands. You can read more about third parties in the section "Is my personal information handed to third parties?".

The company responsible for data handling:

Moi & Co Oy
Vattuniemenkatu 15 A
00210 Helsinki
Y-Tunnus 2350279-1

How long is my information stored for?

We only store personal information for the duration needed, so we can fulfill the usage mentioned in this policy. Also, some of the information may be stored longer than laws obligate, for example for accounting and consumer commerce responsibilities as well as indicating their lawful implementation.

Personal information considering the user may be deleted or made anonymous in MOIKO.FI systems after a user's request. Deletion and anonymization are irreversible and we cannot restore deleted customer accounts or reward points accumulated in them. Also, the user’s order history is removedin the process.

Legislation has obligations for prolonged data storage for following situations:

  • Accounting Act defines longer storage times not depending on if the information includes personal information or not.
  • Fulfilling responsibilities concerning consumer commerce
  • System logs are gathered and stored in a way that is commanded in the law so that we can offer a lawful and safe website for our customers.
  • Taking enough backups from the shop’s databases and keeping system information safe, fixing problems and ensuring data protection as well as ensuring continuity.

What rights do I have?

As a customer your right is:

  • Get access to personal information regarding you, including the right to receive a copy of personal information regarding you
  • With certain conditions restricting handling and objecting personal information handling.
  • In addition, if handling is based on a separate consent, you have the right to decline that consent at any time. Please notice that this does not have effect before declining consent for data handling lawfulness. You may change this setting in account settings

You may make a request regarding your rights to our customer service. The request needs to be identifiable so that our customer service can identify you. We will let you know, if we can’t fulfill your request in some parts, such as deleting all your files which have a lawful obligation (such as credit information) or a lawful right.

If you find that there is a deficiency in the handling or it it's against the law, you have a right to make a complaint to the data protection authorities

How can I ask to see the stored personal information?

You may request the personal information stored about you from MOIKO.FI with an email to:kauppa@moiko.fi

How can I influence on the usage of information collected about me?

MOIKO.FI is pledged to give their customers opportunities to have an influence on handling information about them.

You may decide about marketing targeted to you, value-added services and receive or not receive different marketing messages. The options you can find in account settings. We’re improving our service constantly, so features may be added, changed or removed.

The customer can remove their user account at any time and request the deletion of their information by contacting MOIKO.FI customer service.

Attention! In some cases, all of the information cannot be deleted and legislation may require to store some of the personal information about the customer.

Is my personal information handed to third parties?

We may hand some necessary information to third parties ensuring deliveries as well as for marketing. Your information is also delivered to the party admitting credit when making a credit decision.

We use personal information with third parties also for analytics and personalization. We utilize shopping habits and browsing information with our partners, so we can offer better and more interesting products and offers. Information used in analytics and personalization is anonymized and pseudonymized always when possible. Only we can connect a pseudonymized information to your name.

When needed we also hand out information to the authorities. We will inform the customer about these situations if it is permitted under law.

We will provide information to the following third parties:

  • Analytics and statistics partners (Google Analytics)
  • E-mail marketing partners (MailChimp) if the customer has applied for a newsletter, browsing history based marketing or product review requests.
  • To the payment agent when paying for an order
  • The site manager will be possibly provided information according to orders in case of maintenance or problems.

MOIKO.FI tends the highest data protection level by EU GDPR when transferring or handling information. Third party level of data protection affirmation is Europe’s commission’s standard contractual clauses, BCR-deal, EU-US Privacy shield contract or some other method approved by the GDPR.

Customer may limit handing out information to marketing and analytics purposes. Familiarize yourself with privacy features in account settings.

Will the store page use cookies and what are they?

The webpage governed by MOIKO.FI uses cookies and other technologies, such as local storage. Cookies are text files between the browser and the server. Cookies and other identifiers have a certain duration after which the browser deletes them. We use these technologies in implementing features, improving user experience, personalization and analytics as well as marketing.

Functional cookies and local storage are used e.g. identifying the customer, keeping the user logged in, shipping estimates and shopping cart features. Accepting cookies and local storage are essential for these features. Functional cookies and local storage set by the server stay in the browser from 15 minutes to 24 months if they are not deleted from browser settings. Visiting the webpage sets new cookies and local storage if the browser allows it to

Information targeted to analytics and marketing is anonymized always when possible. Otherwise, we keep information personal when identifiers contain customer related information such as IPaddress. Also, identifiers which have been linked to a customer in any way will be considered as personal information. Information targeted to analytics and marketing will be used from 30 seconds to 24 months.

We use Google Analytics among other things in website usage, popular products, trends and analytics regarding sales. Information sent to Google is anonymized. Read more about Google Analytics data handling.

Other technologies used in analytics and marketing, such as pixel tags help us understand user behavior and tells us which products interest our customers as well as which features and services are the most useful to our customers. Identifiers used by our analytics and marketing partners can be declined by activating "Do Not Track" -feature in your browser and set your browser to decline any third party

Can the privacy policy change?

Due to changes in the services and changes in legislation, we reserve the right to change the privacy policy. Significant changes to the privacy policy will be reported to registered customers when the terms are up

This privacy policy has been last updated 24.5.2018 and replaces the previous policy

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