Frequently Asked Questions

How does the coronavirus affect deliveries of orders? (1 July 2021)

You can place your order at our online store without any concerns. All orders are delivered as usual from our warehouse in Heinola, Southern Finland.

Postal delivery methods
The coronavirus does not affect Posti's services in any way. Posti will deliver items as usual. However, careful preparations in case of the virus spreading, and to prevent it, has changed certain operating models of Posti's services. More information is available on Posti's website.

DB Schenker's delivery methods
The coronavirus does not affect DB Schenker's deliveries. DB Schenker will deliver shipments as usual. However, certain practices have changed regarding the delivery and receipt of items. More information is available on DB Schenker’s website.

Matkahuolto delivery methods
The coronavirus does not affect Matkahuolto's deliveries. Matkahuolto will deliver shipments as usual. Matkahuolto has specified certain practices regarding the delivery and receipt of consignments. More information is available on Matkahuolto's website.

According to the Finnish Institute for Health and Welfare (THL), the coronavirus is not transmitted through shipments and no infections have been detected that would have been transmitted in goods.

We monitor the situation closely and follow all recommendations of the authorities.

ORDERING

Why is it worth becoming a Friends of Familon member and registering in the Familon.fi online store?

As a Friends of Familon member, you will have your own pages for viewing your orders and order history, as well as care instructions for the products you have ordered. The Friends of Familon newsletter will give you access to changing special benefits and tips for well-being. You can join by registering and subscribing to the newsletter.

I received a discount code, how can I use it?

To use your discount code, register in the online store and sign in, place the products in your shopping cart and enter the discount code in the discount code field in the shopping cart. Press activate to activate the code. You can only use one discount code per order. If you redeem a gift card, you cannot use discount codes.

Do I need to register in the online store to place an order?

You can place an order in Familon.fi online store without registering. 

I ordered a new password, but for some reason it has not arrived – why?

Is it possible that you have subscribed to the Friends of Familon newsletter but have not separately registered as a customer in the online store, and created a password then? Please try to register as an online store customer at www.familon.fi/register

I just love your hotel bed, can I order it to be delivered in Germany?

Unfortunately, delivery of large products such as beds, flat-packed mattresses, mattress toppers and headboards is not possible to countries outside of Finland.

Can I pay by invoice or use instalment payments?

In the Familon.fi online store, you can pay easily and securely with all common payment methods! With the Collector invoice and instalment payment service, you can pay for your purchases for up to 5,000 euros. For a Collector invoice, you always get an interest-free payment period of at least 30, and up to 60 days. Read more about payment methods.

DELIVERY

How long does the delivery of products take?

The estimated delivery time for stock products in Finland is 2–5 working days, to the EU countries about two days more, on average 4–7 working days. 

The delivery time for backorder products to Finland is generally 1–3 weeks from the order date, 4–6 weeks for some products. To EU countries, the delivery time for backorder products is 2–4 weeks or 5–7 weeks from the order date.

Most of the products sold in the Familon.fi online store are available immediately from us from the manufacturer's warehouse. Please check the current delivery time for each product on the product page near the price listing. During the Sale, delivery times may be longer than usual. Read more about delivery times for orders.

Can I order products to countries outside Finland?

We deliver to all European Union (EU) member states: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Poland, Romania, Slovakia, Slovenia, Spain and Sweden. You can place an order to any address in an EU country, with a fixed road connection. Read more about delivery methods and costs.

Are customs duties and taxes paid, when I order to EU country?

Yes. Familon.fi orders are delivered from Finland to all EU countries. There are no customs duties to be paid at delivery. The Value Added Tax (VAT) is collected at the point of sale, in the VAT rate of the delivery country. Wendre Finland Oy is registered to One Stop Shop (OSS) for intra-EU e-commerce. EU OSS number FI24858490.

Can I cancel my order?

Once you have placed your order, it will automatically transfer to collection and delivery. If you want to cancel an order, contact the customer service at asiakaspalvelu@familon.fi as soon as possible. If your order has already been delivered, you can make a return notification and return the product within 14 days of receiving the delivery. For further information, see the return conditions.

Why do I get several separate arrival notifications for the same order?

If you ordered several products and they do not fit in the same transport package, your order becomes a multi-package shipment. The transport company will send you a separate arrival notification for each part of the multi-package shipment.

I did not receive all the products I ordered, what went wrong?

Please check first whether you have received more than one arrival notification, as your order may be delivered in several separate packages. If you have already received the entire order and some products are still missing, please contact customerservice@familon.fi.

Will you deliver all the products I ordered in one shipment, even if not all of them are ready in stock?

Yes, we always deliver the order as a one-time delivery as soon as all the products in the order are available for delivery in our warehouse. If you wish to receive the products available in the warehouse for delivery before the backorder products are completed, please contact customerservice@familon.fi.

Can I order products as a gift?

Yes. Just give the delivery address you want, and the phone number, for the order, and we will deliver the package to the recipient of the gift.

How will the recipient of the gift be informed about the package?

The recipient will be informed in an arrival notification. However, you should let the recipient of the gift know about the upcoming shipment so that they are prepared for receiving the arrival notification.

PRODUCTS

I'm looking for products suitable for allergy sufferers. Which of the Familon products are suitable for me?

Almost all Familon pillows, duvets, textiles, mattresses and beds are also suitable for allergy sufferers. You can identify the products suitable for people with allergies by looking for the Finnish allergy label®, listed on the product page. Products that have been awarded the Allergy Label® are suitable for individuals with sensitive skin, allergy sufferers or individuals suffering from respiratory symptoms and asthma. We have been cooperating with the Finnish Allergy, Skin and Asthma Federation since 1996, to be able to offer even the most sensitive people a wide range of safe products for a good night’s sleep.

Does Familon have products made from recycled materials?

Yes. Most Familon pillows and duvets are filled with polyester fibre made from recycled secondary raw material. We have been using recycled fibre since 1995. See the products that contain recycled fibre.

Sustainability is important to me, can I buy Familon products?

Yes. Local production, long-term partnerships and sustainable material choices have always been the Familon way. Above all, our aim is for Familon to be synonymous with products that stand the test of time, and are durable in use. Read more about Familon's sustainability work.

I am looking for a special size bed and mattress topper. Do you make products in special sizes?

Unfortunately, we do not currently manufacture products in special sizes. The standard sizes of Familon beds are 80x200cm, 90x200cm, 120x200cm for box spring beds and 160x200cm and 180x200cm for continental beds. The sizes of mattress toppers in our collection include 80x200cm, 90x200cm, 120x200cm, 160x200cm and 180x200cm.

PRIVACY

How do you take the EU General Data Protection Regulation into account and where can I find the privacy statement?

Privacy has always been important for Familon. We comply with the EU General Data Protection Regulation (GDPR) and national legislation to protect your personal data. Our aim is to communicate clearly and openly about our privacy policy. Here you can read more about privacy and view the privacy statement.

Do you use cookies on the website?

The Familon.fi website uses cookies to enable us to serve you in the best possible way. The data obtained through cookies is anonymous and is not combined with personal data obtained from the user. You can use your browser settings to disable the use of cookies, or delete the cookies from your browser after visiting the website. For more information on the use of cookies and privacy, see the Rules and Privacy Policy page.

 

Page updated 1 July 2021.