Delivery and terms of use

**DELIVERY AND TERMS OF USE**

INTERNATIONAL:

All products are shipped from our store in Helsinki, Finland (EU)

Shipping times: 2-3 business days to Estonia and Sweden. For other European destinations, 2-5 working days. Fixed shipping fee: €9.90 for Estonia and €19.90 for other European countries.
(Discounted price for now €9.90 across the EU region)

We ship to following countries:

Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Ireland, Italy, Latvia, Lithuania, Netherlands, Norway, Poland, Portugal, Spain and Sweden.

You can also pick up the products directly from our store. Uudenmaankatu 27, 00120, Helsinki, Finland.

IN FINLAND:

Orders placed before 4:00 PM (local time GMT+2) will be dispatched on the same day whenever possible. All products are shipped from our store in Helsinki, Finland, via postal service or, within the Helsinki metropolitan area, through home delivery. Delivery times by post are approximately 1-3 business days. The shipping cost is a flat rate of €4.90, regardless of the package size. Packages will be delivered to the nearest Posti collection point or, for small packages, directly to your mailbox.

You also have the option to pick up your order from our store at Uudenmaankatu 27, Helsinki, Finland. For pickup orders, please wait for a confirmation message to ensure product availability, as stock discrepancies may occur. We offer free shipping on orders over €70!

In the Helsinki metropolitan area (Helsinki, Vantaa, Espoo, Kauniainen), we also offer home delivery directly to your door. Place your order by 4:00 PM, and we will aim to deliver your package to your doorstep the same day between 5:00 PM and 8:00 PM. The home delivery cost is the same as for postal delivery, €4.90.

**Warranty and Return Policy**

All our products come with a 14-day return policy, counted from the date of receipt. Please note that there may be slight variations between products and their images, and measurements may differ by a few centimeters from the size chart. It is advisable to check the detailed measurements before selecting a size, as Asian sizing can often be smaller than European standards. For shoes, we recommend selecting one size larger.

The return policy does not apply to hygiene products such as wigs, socks, stockings, and binders. Failure to collect a package is not considered a return. For uncollected packages, we will charge for the shipping costs incurred in both directions, as well as a €20 handling fee. It is the customer’s responsibility to collect the package on time. Returns should be sent to our store at Uudenmaankatu 27, 00120 Helsinki, Finland. As a general rule, the customer is responsible for return shipping costs. Returned products must be unused and returned in their original packaging with tags attached. The customer is responsible for the return costs.

You can easily initiate a return through our system without prior contact. After this, you will receive further instructions from us regarding the return:

1. Open the order confirmation email you received.

2. At the bottom of the page, click "Order History and Details" (for registered users).

3. Or "Guest Tracking" (for non-registered users).

Through these pages, you can find all the details and actions related to your order. Select the items you wish to return. Include your contact information in the package and send it to the following address. Unfortunately, we cannot offer free returns. We do not have a return agreement with Posti, so the return must be sent as a regular package:

Lenzishop  

Uudenmaankatu 27  

00120 Helsinki 

FINLAND

Tel: +358 40-8568120  

(Smartpost Posti, Annankatu)

We recommend sending the package through Posti's website (€6.90) directly to the Smartpost locker. We can retrieve it even outside Posti's opening hours.

For international customers outside of Finland. Please return the package using the postal services offered in your country. The customer is responsible for the return costs.


**TERMS OF USE**

**Registration**

Registration is not required to place an order, but it is recommended. As a registered user, you can conveniently track your shipment through our website.

1) When registering in the customer registry, you provide your name and other required information.  

2) You consent to lenzishop.fi registering your personal information in its customer database.  

3) The customer agrees to provide accurate information.

**Purpose of the Register**


The information is used to deliver products to customers and to provide offers. Customer purchasing behavior is also tracked.

For identification purposes, we store the IP address, name, address, phone number, email address, and order history.

**Privacy and Data Protection**

Customer information at lenzishop.fi is confidential.

Lenzishop.fi is committed to not disclosing customer information to third parties.

Customers should exercise caution and care when using the online store.

Lenzishop.fi does not request or store customer  

a) bank account details  

b) credit card information*  

c) social security numbers*

(* Credit card details and/or social security numbers are only required when ordering through Klarna invoice. The information is processed by Klarna's payment system and is not visible or stored in our systems.)

**Products and Prices**

All products in our online store include VAT at 24%. We deliver products only to addresses within Finland. We strive to provide accurate product descriptions and measurements for each item. Please check the product size chart before selecting a size if it is provided. Asian sizes may not always match EU standards.


**Payment Methods**


Klarna  

Buy now – pay later!  

These terms apply between you and this store when you choose "Pay later" as your payment method.

When you select "Pay later," we offer you the option to pay by the due date, which is 14 days from the dispatch of goods or tickets or from the date on which services or digital content become available to you. We transfer our receivable to Klarna Bank AB (“Klarna”). Klarna will send you payment instructions for paying directly to Klarna. Contact details and more information about Klarna can be found at klarna.fi.

Pay only when you have received your order! Klarna offers consumers Buyer Protection, which means, for example, that as a consumer, you do not have to pay for ordered products until you have received them, and Klarna will assist you in case of any issues related to your purchase.

For more information and instructions, please visit: https://www.klarna.com/.


**Payments**


We charge a billing fee of €0. If the receivable is not paid, Klarna will send a reminder, for which Klarna charges a reminder fee of €5.00, plus late payment interest according to the Interest Act. If the receivable remains unpaid despite reminders, Klarna may transfer the receivable to a collection agency, which may incur collection costs.

**Credit Check and Personal Data Processed by Klarna**

If you choose "Pay later," Klarna will assess your creditworthiness.

Klarna processes your personal data to fulfill its obligations regarding this agreement and other purposes mentioned in our Privacy Policy. The Privacy Policy can be read here and on our website, and by using Klarna's services, you confirm that you have read the policy. We process your personal data to, for example, identify and analyze your customer relationship, perform a credit assessment, market, and develop our business. We may also transfer your data to selected parties (such as credit reporting agencies) that may be located outside the EU/EEA. Our Privacy Policy provides further information on data sharing, your rights concerning your data, how to contact us with questions, or how to file a complaint with authorities.

**Register and Privacy Statement, GDPR**

This is the register and privacy statement of Lenzishop (Business ID 2960815-9) in accordance with the Personal Data Act (Sections 10 and 24) and the EU General Data Protection Regulation (GDPR). Created on 01.01.2019. Last updated on 03.06.2019.

**1. Data Controller**

Lenzishop  

Alppikatu 9 C 55  

00530 Helsinki  

Tel: +358 40-8568120  

Business ID: 2960815-9

**2. Contact Person for Register Matters**

Asiakaspalvelu(at)lenzishop.fi, +358 40-8568120

**3. Name of the Register**

Company’s Customer Register

**4. Legal Basis and Purpose of Processing Personal Data**

The legal basis for processing personal data under the EU General Data Protection Regulation is the legitimate interest of the data controller, the customer relationship.

The purpose of processing personal data is to communicate with customers, deliver products to customers, maintain customer relationships, and marketing.

The data is not used for automated decision-making or profiling.

**5. Content of the Register**

The data stored in the register includes: name, company/organization, contact details (phone number, email address, address), IP address of the network connection, information on ordered products and their changes, billing information, and other information related to the customer relationship and ordered services. We do not request or store credit card details.

The data retention period is indefinite.

**6. Regular Data Sources**

The information stored in the register is obtained from the customer through, for example, messages sent via web forms, emails, phone calls, social media services, contracts, customer meetings, and other situations where the customer provides their information.

**7. Regular Data Disclosures and Transfer of Data Outside the EU or EEA**

Data is not regularly disclosed to other parties. Data may be published to the extent agreed with the customer.

Data is not transferred outside the EU or EEA.

**8. Principles of Register Protection**

Care is taken when processing the register, and data processed via information systems is appropriately protected. When register data is stored on Internet servers, the physical and digital security of the hardware is appropriately ensured. The data controller ensures that stored data, server access rights, and other critical information for the security of personal data are handled confidentially and only by employees whose job description includes it.

**9. Right of Access and Right to Request Correction**

Every person in the register has the right to check their stored data and request any incorrect information to be corrected or incomplete information to be completed. If a person wants to check the data stored about them or request a correction, the request must be sent to us in writing via the contact form. The data controller may ask the requester to prove their identity if necessary. The data controller responds to the customer within the time frame stipulated by the EU General Data Protection Regulation (usually within one month).

10. Other Rights Related to the Processing of Personal Data

A person in the register has the right to request the deletion of their personal data from the register ("right to be forgotten"). Similarly, registered persons have other rights under the EU General Data Protection Regulation, such as restricting the processing of personal data in certain situations. Requests must be sent to us in writing via the contact form. The data controller may ask the requester to prove their identity if necessary. The data controller responds to the customer within the time frame stipulated by the EU General Data Protection Regulation (usually within one month).

"If there is any discrepancy between the English and Finnish versions of these terms, the Finnish version will prevail."