Frequently asked questions
What is Kotona Shop?
Kotona Shop is the official online store of Kotona by A-lehdet. You can also discover our products through sponsored content on the Kotona website and on the English-language Kotona.com website. All purchases are made through Kotona Shop.
What payment methods do you accept?
Shopping at Kotona Shop is always safe and easy. Payments are securely processed by Shopify Payments and the Finnish payment service provider Paytrail. You can choose the payment method that suits you best from the following options:
Online bank payments:
OP, Nordea, Danske Bank, Säästöpankki, OmaSP, POP Pankki, Ålandsbanken, Aktia and S-Pankki
Mobile payment methods:
Siirto, MobilePay, Google Pay and Apple Pay
Credit and debit cards:
Visa and Mastercard
Invoice and instalment payment options:
Walley, OP Invoice and OP Flexible Credit
Once your payment has been completed, you will receive an order confirmation by email containing your order number and the details of your purchase.
I haven't received my order confirmation. What should I do?
After placing your order, we will send an order confirmation to the email address you provided. If you can't find it in your inbox, please check your spam or junk folder. If it's not there either, please contact our customer service.
How are orders delivered?
Our selection includes both digital and physical products.
Digital products are delivered to your email immediately after purchase. If you haven't received your files within a few minutes, please check your other email folders and your spam folder. For example, Gmail may sometimes place these emails in the Promotions tab instead of your primary inbox.
Physical products are shipped directly from our warehouse. The estimated delivery time is shown on each product page. We use Posti, the Finnish postal service, as our logistics partner. Whenever possible, parcels are delivered to the Posti pickup point closest to your selected delivery address. You'll receive a text message when your parcel is ready for collection. Smaller items, such as magazines, are delivered directly to your mailbox. Please note that we currently deliver physical products only within Finland.
If you have any questions about your order or haven't received your digital product by email, please contact our customer service at shop@kotona.com.
Can I place an order if I don't live in Finland?
Physical products can currently be delivered only to mainland Finland. Digital products are available almost worldwide.
Why do my products arrive at different times or in separate parcels?
Some products are shipped separately, so your order may arrive in multiple parcels, at different times, or using different delivery methods. The estimated delivery time for each product is shown on its product page.
I haven't received my order. What should I do?
Delivery times vary by product and are shown on each product page. Once your order has been dispatched, you'll receive a shipping confirmation by email. If you still have questions about your delivery, please contact our customer service at shop@kotona.com.
The product is damaged or faulty. What should I do?
If the product you ordered is faulty or has been damaged during delivery, please contact our customer service at shop@kotona.com. Please include your order details, a description of the issue, and photos of both the product packaging and the defect.
I received the wrong product. What should I do?
If you received the wrong product, please contact our customer service at shop@kotona.com. Please include your order number.
How do I return a product?
All products purchased from Kotona Shop can be returned within 14 days of receiving them, provided that the products are unused, in their original condition and suitable for resale. Please return the product carefully packed in its original packaging.
The right of return does not apply to products with a short shelf life, products made or customised to a customer's specifications, or digital products such as downloadable knitting patterns.
If you'd like to return a product, please complete the return form on our Returns page or contact Kotona Shop customer service by email at shop@kotona.com. We'll send you detailed return instructions by email once we've received your return request.
How much does a return cost?
You are responsible for the cost of returning the product. The cost depends on factors such as the size of the parcel and the shipping method you choose. If you have any questions about returns, please contact our customer service at shop@kotona.com.
How will I receive my refund?
Refunds are always issued using the same payment method or to the same payment card used for the original purchase. Your refund will be processed promptly once the returned product has arrived at our warehouse and has been inspected and approved.
