Toika Oy

General

We sell our products on our Online store system to private customers and companies within the European Union. The prices include the 25,5 % value-added tax (VAT). Delivery costs are not included in the prices.

The customer is obligated to read the delivery terms and conditions before ordering in the Online store system. When a customer submits an order in the Online store system, he/she agrees to the delivery terms and conditions.

The colors of yarns shown on a computer screen may look different in nature. The color lot may vary, if more than one cone per color has been ordered!  

We will answer questions regarding our Online store system via email (info(at)toika.com) or telephone (+35835421095) during the store opening hours (Mon-Fri 08:00 - 16:00).

Ordering

When a customer submits an order in the Online store system, he/she receives an automatically generated order confirmation which is sent to the email address given by the customer. It is also possible to print out the order confirmation direct in the Online store system.

Payment

The following payment methods are available in the Online Store: online banking services provided by Nordea, Osuuspankki, Danske Bank, S-Bank, Aktia and Ålandsbanken; credit cards (Visa, Visa Electron, MasterCard, Maestro and Diners Club); and payment by invoice. The customer is responsible for any international payment fees charged by their own bank. Please note that when making an international payment, we recommend selecting a standard payment method instead of an express or same-day payment option. Express and other same-day payments incur an additional fee of approximately €20, which will be charged to the customer. We are not responsible for any such additional fees in the event of a refund.

Payment Provider

Paytrail is the product vendor for orders paid with online banking systems, Visa, Visa Electron or MasterCard. The parties of the transaction are the customer and Paytrail. Consequently, Paytrail is responsible for all related obligations. Paytrail is also the recipient of the payment.

Paytrail Oyj, business ID: 2122839-7 
Innova 2 
Lutakonaukio 7 
Fi-40100 Jyväskylä 
Telephone: +358 207 181830

Delivery time

We normally send orders on Tuesdays and Thursdays. The products are normally sent in 1-4 days after the payment has been received. Please note! The delivery times might be longer during holiday seasons. The delivery time for looms is usually 2-4 weeks, and for warps it is about 1-2 weeks. Some of the products can be temporarily out of stock. We will notify longer-term delays in the Online store.

If one of the products you have ordered is out of stock, we will contact you via email, so please check your email after the order.

Delivery 

The available shipping options and their costs are displayed on the delivery and payment selection page during checkout. You may choose the option that best suits your needs.

Shipping charges vary depending on the size of the order and the destination country. Large items, such as looms, can only be delivered by freight.

Shipping costs for international orders are determined on a case-by-case basis. If the online store does not offer a suitable delivery option for your location, please contact us by email at info(at)toika.com or by phone at +358 3 5421095 during store opening hours (Monday–Friday, 8:00 a.m.–4:00 p.m.).

Exchange and Return Policy

Exchange and Return Rights for Consumer Customers

An order that has not yet been shipped may be cancelled free of charge.

If the product has already been delivered, you have the right to return your purchase within 14 days from receiving the product. Returns must be agreed upon in advance by email at info(at)toika.com, by phone at +358 3 5421095, or by using the "Cancel Order" button visible on the Order Tracking page. After that, we will contact you by email as soon as possible to arrange the return.

The right of return applies only to purchases within the European Union. Orders shipped to countries outside the EU are not eligible for returns.

The customer is responsible for carefully packaging the returned products. Products must be returned in their original packaging and in as-new condition. The customer is responsible for the return shipping costs.

Return address:

Toika Oy
Haittilantie 4A
37800 Akaa, Finland
Phone: +358 44 5421355 (for parcel notifications only; for inquiries, please call +358 3 5421095)
Email: info(at)toika.com

When a consumer exercises the statutory 14-day right of withdrawal, we will refund the purchase price and the delivery costs corresponding to the least expensive delivery method available at the time of ordering. If the customer has chosen a more expensive delivery option, such as an alternative carrier, home delivery, express shipping, or another additional service, only the cost of the least expensive delivery method will be refunded.

Refunds will be made using the original payment method once the returned products have been received and their condition has been inspected.

Products made to order for the customer (e.g. horse blankets, fabrics cut to custom lengths, ribbons, etc.), downloadable products, and special-order drop-shipped products are not subject to return or exchange rights (Consumer Protection Act, Chapter 6, Section 16).

Please note that wooden products are no longer considered to be in new condition after assembly, as not all parts can necessarily be removed later without leaving marks. If a product has been assembled before being returned, we may reduce the refund to reflect the depreciation in value caused by the reduced condition and resale value of the product. For example, cutting the drive band while assembling a spinning wheel lowers the product's resale value.

If you order products that are on backorder, all items in your order will be shipped together. If you wish to receive the other products sooner, they must be placed in a separate order and separate shipping costs will apply.

Complaints

If the product you ordered is incorrect, damaged, or clearly defective, please notify us without delay by email at info(at)toika.com or by phone at +358 3 5421095 during store opening hours (Monday–Friday, 8:30 a.m.–4:30 p.m.). Defective products may be returned or exchanged free of charge as customer returns.

Lost or Damaged Parcels

If your product has been lost or damaged during transportation, you must inform us without delay. If the parcel has been damaged during shipping, a complaint must be made immediately to the carrier before accepting the parcel.

Unclaimed Parcels

Failure to collect a parcel is not the same as returning or cancelling an order.

A fee of €10 will be charged for unclaimed parcels for which no separate cancellation notice has been made.

Contract Customers

Contract customers (such as public sector customers) may also place orders through the online store. These customers may choose invoice payment. Providing the customer number in the additional information field will speed up processing.

Contract prices for online store purchases are available by contacting us by email at info(at)toika.com, after which we will add the discount to your account.

Privacy Policy

Data Controller:
Toika Oy
Haittilantie 4A
37800 Akaa, Finland
Business ID: 3108494-8

Person Responsible for Register Matters:
Inka Yrjölä

E-commerce Platform:
MyCashflow

Contents of the Register

When a customer orders products from the online store, the customer register stores the customer's name, address, telephone number, and email address.

Sources of Information

Information entered by the customer in the online store. Information about products purchased by the customer is also stored. For incomplete purchases, we may send a reminder email if the customer has accepted the terms and conditions.

Purpose of Collecting Personal Data

We use personal data for the following purposes:

1. Customer service
2. Marketing
3. Administration of competitions

Sharing of Information

Your information may be shared, when necessary, with transportation companies such as DB Schenker, Matkahuolto, Posti Group Oyj, or PostNord Oy, depending on the shipment.

These companies receive only the information necessary to provide the service in question and process the information in accordance with the instructions of Toika Oy.

Your personal data is not processed outside the European Union.

Your Rights

You may request from us at any time:

• Access to your personal data;
• Correction of inaccurate or incomplete information concerning you;
• Deletion or restriction of the processing of your personal data.

Please note that in certain cases (for example, due to legal obligations), your request may not be fulfilled immediately.

You may contact us by email at info(at)toika.com.