Terms of delivery

Familon.fi Terms of use and contractual terms

The Familon.fi online shop is an e-commerce site maintained by Wendre Finland Oy (2485849-0). These terms and conditions (hereinafter ‘Terms and Conditions’) apply to the sale of products purchased through the Familon.fi online shop between Wendre Finland Oy and its customers. We urge you to read these Terms and Conditions before placing an order on the Familon.fi online shop.

By ordering products and/or registering in the Familon.fi online shop, the customer confirms that s/he has read these Terms and Conditions, accepts them, and undertakes to comply with them. These Terms and Conditions apply to all user actions on the Familon.fi website.

Online shopping and registration

To order from the Familon.fi online shop, the customer must be of legal age and have a valid email address as well as a postal address in Finland or another EU country.

The customer can transact with the online shop either as a registered regular customer of the Familon.fi online shop or without registration. In order to deliver the order and the order documents, the customer must provide personal contact information when placing the order, which includes at minimum his/her name, address, telephone number and email address. The customer is responsible for the accuracy of the information provided and is obliged to notify Wendre Finland Oy of any changes in the information.

Registration is free of charge. You can register as a Friends of Familon member, i.e. a regular customer of the Familon.fi online shop, at www.familon.fi/register. The customer is advised to read the regular customer rules and register description of the regular customer before registering as a regular customer. The rules and register description can be found at www.familon.fi/regulations-and-privacy-policy. A registered customer can view their previous orders on their customer page and also track the progress of the delivery of the latest order.

The registered customer is responsible for all transactions and orders placed in the online shop using his/her username and password. If the customer discovers or suspects that his/her IDs have been revealed or have fallen into the possession of a third party, or that his/her IDs have been misused, s/he must immediately report this to Wendre Finland Oy. Wendre Finland Oy has the right to freeze the customer's IDs without prior notice if Wendre Finland Oy suspects that the customer's IDs are being misused.

Customer information and privacy

Wendre Finland Oy processes personal data received via the online shop and provided by the customer in the manner permitted and required by the applicable EU personal data legislation. Customer information is stored in the customer register maintained by Wendre Finland Oy. The Privacy Statement in accordance with the Personal Data Act, which describes the processing of personal data in more detail, can be found at www.familon.fi/privacy-policy.


When ordering, a binding sales agreement is created when the customer has delivered her/his order in the online shop. Customers are advised to check the contents of their orders carefully before confirming them. Wendre Finland Oy sends an order confirmation to the customer by email, using the contact information provided by the customer. Wendre Finland Oy reserves the right not to accept the order.

The customer must check that the content of the confirmation corresponds to the order the customer has placed. A registered customer can also check the content of their order in the online shop by logging into the service.

Product prices

The prices presented in the Familon.fi online shop are in euros (EUR) and include VAT (24%). The prices of the products do not include delivery costs, but are stated separately in connection with the order and in the order confirmation.

The Value Added Tax (VAT) is collected at the point of sale, in the VAT rate of the selected delivery country. Wendre Finland Oy is registered to One Stop Shop (OSS) for intra-EU e-commerce. EU OSS number FI24858490.

The price of the product is the price displayed on the Familon.fi online shop page in connection with the product information available at the time of ordering. Prices are valid until further notice or for a specified period. E-commerce product prices and delivery costs are updated at regular intervals. Wendre Finland Oy reserves the right to correct and revise prices due to technical or human errors. If incorrect price information has been provided by the online shop, and the error is so clear that the customer should have understood the error in question (e.g. the price is exceptionally low compared to the actual price or general price level), Wendre Finland Oy is not obliged to sell the product at the wrong price.


Wendre Finland Oy supply their products to the customer on the basis of a contract of carriage agreed with a third party. Delivery of orders is possible in EU countries to all destinations with a fixed road connection. Delivery costs are added to the order price. The delivery costs of each order can be seen in the e-commerce shopping cart function. If more than one product is ordered, Wendre Finland Oy will charge the delivery cost in accordance with the delivery cost of the most expensive / largest product in the shopping cart. See more at www.familon.fi/delivery-methods-and-costs.

The delivery period of orders delivered to Finland is determined by availability and the method of delivery. The period of delivery for stock products is 2–5 working days from the order. The period of delivery for backorder products is 1–3 weeks from order. You can see the stock balance and period of delivery of the product on the product page.

The delivery time for international shipments to EU countries is about two days longer than the delivery time for Finland shown on the product page. The average period of delivery for stock products is 4–7 working days. Most of the products are ready in stock. The period of delivery for backorder products is 2–4 weeks or 5–7 weeks from the order date. The delivery time of an order is determined by the country, availability and the method of delivery.

Delivery times are estimates. If the delivery of the order is significantly delayed from what has been announced, Wendre Finland Oy will endeavour to notify the customer of the delay using the contact information provided by the customer and to give the customer a new estimate of the delivery time. If Wendre Finland Oy has sent the order on time, but there is a disturbance in carrier dispatch – e.g. mail delivery is congested – Familon shall not be responsible for the delay in delivery.

If necessary, the order can be divided into several deliveries. If the order is delivered in several batches, Wendre Finland Oy will charge the delivery costs only for one delivery batch. Wendre Finland Oy reserves the right not to send the order if the product or a replacement product is no longer available. The transaction will then be deemed terminated, and Wendre Finland Oy will return the payments received to the customer. In such cases, Wendre Finland Oy is in contact with the customer and agrees on measures.

Wendre Finland Oy is not responsible if the delivery of the order is delayed or the order cannot be delivered due to the customer, e.g. because the customer has provided incorrect contact information or has failed to report a change in his/her contact information.

Product inspection and complaints

Upon receipt of the delivery, the customer must immediately check that the delivered products are free of defects and that the delivery has included all products ordered. If the customer finds that there is a defect in the delivered product or that the order is otherwise incorrect, the customer must immediately, and no later than within 14 days of receiving the delivery, notify Wendre Finland Oy's Customer Service.

Payment methods

Products and their delivery costs are paid in connection with the order.

See payment options on the Payment methods page >

Paytrail Oyj (2122839-7) co-operates with banks and credit institutions as the payment service provider. When ordering from the Familon.fi online shop, the payment transaction is executed through the payment service managed by Paytrail Oy. Wendre Finland Oy is responsible for products, their delivery and Customer Service, as well as formal complaints.

You can pay in the online shop using the following payment methods: Visa, Visa Electron, MasterCard and American Express credit cards, Mobile Pay, Apple Pay, Siirto and Pivo mobile payments, OP Lasku, Jousto and Walley/Collector Bank invoice and instalment payment services, bank payments at Nordea, Osuuspankki, S-Pankki, Säästöpankit, Tapiola, Aktia, Nooa, Paikallisosuuspankit, Danske Bank, Handelsbanken and Ålandsbanken. See more at www.familon.fi/payment-methods.

Cancellations and refunds

Familon.fi online shop customers can, within 14 days of receiving the delivery, cancel the transaction and return the product purchased from the online shop. The returned product must be unused and sellable. Products that cannot be replaced for hygiene reasons – such as pillows, duvets, mattress covers, mattresses and beds – cannot be returned.

The customer notifies the Familon.fi online shop of the return by filling in the return form >

Failure to pick up the product from the place of delivery if the customer has not made an express notice of cancellation shall be regarded as a cancellation of the product.

Return of orders delivered to Finland. The Familon.fi online shop pays the return shipping costs for customer returns when the customer fills in the online return form and follows the return instructions. If the product has been dispatched with home delivery, return costs are paid for delivery from a post office: pickup from home is not covered. If the product cannot be returned via the post office due to its large size or weight, for example, the customer is responsible for the cost of returning the product.

Return of international orders delivered to EU countries. Products can be returned within 14 days of delivery, excluding hygiene products. The customer is responsible for all costs incurred in returning the products. It is important for the customer to notify the Familon.fi online shop of an incoming return: the notification can be made using the return form >

Hygiene products are generally not covered by the right of return. However, if a customer deems that a pillow or a duvet does not meet expectations within 14 days of receiving the product but without having used it, return is then accepted. The customer has the right to examine the product at home in the same way possible in a brick and mortar shop. The product can be examined, but it cannot be used. A hygiene product can be returned even if the product packaging has been opened, given that the product is in its original condition and that the product packaging is intact. The information as to whether the product concerned is classified as a hygiene product can be found on the product pages.

In order to return the product, the customer must fill in the product return form at www.familon.fi/return. Upon receipt of the return form, Wendre Finland Oy will provide the customer with detailed instructions for returning the product. The customer must send a return notification to Wendre Finland Oy no later than 14 days after receiving the product. The customer must return the cancelled product to Wendre Finland Oy without delay and no later than 14 days after making the return notification.

Wendre Finland Oy credits the value of the returned products using the payment method used by the customer. Wendre Finland Oy will return the received payments without delay; however, no later than within 14 days of receiving the customer's return notification. Wendre Finland Oy has the right to refrain from refunding payments until Wendre Finland Oy has received the product back or until the customer has proved that s/he has sent the product back.

Once the customer has received the product, s/he must keep it substantially unchanged and unreduced until s/he has decided to keep the goods. If the returned product has been used in violation of the buyer's statutory duty of care, Wendre Finland Oy has the right to charge a write-down up to the full price of the product.

Force majeure

The Familon.fi online shop complies with its obligations under the Terms and Conditions to the extent that may be reasonably required. However, Familon.fi is not liable for any possible product defects, delays or other breaches of contract due to circumstances beyond its control (force majeure). Force majeure measures include, for example, industrial action, illness of personnel, import and export bans, and possible transport disruptions. In the event of a delay, however, the Familon.fi online shop strives to serve the customer in the best possible way and to comply with its obligations in accordance with the situation as soon as possible.

Entry into force of the Terms and Conditions

These Terms and Conditions come into force on February 16, 2016 and are valid until further notice. These Terms and Conditions apply to orders placed after the effective date.

Applicable law and dispute settlement

Finnish law applies to the Familon.fi online shop and these Terms and Conditions, except for its conflict of law provisions. The parties shall endeavour to resolve their differences primarily through negotiations. If no amicable settlement is reached, the disputes will be settled in the Helsinki District Court, Finland. The consumer can also refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi) for resolution. Before taking the matter to the Consumer Disputes Board, the consumer must contact the Consumer Advisory Service of the Local Register Office (www.kuluttajaneuvonta.fi). The consumer-customer may also take the dispute to the competent district court as determined by his/her domicile.