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Scandinavian Outdoor Customer Service

Online store product information and sales inquiries

Products and services

+358 10 3970 591

sales@scandinavianoutdoor.com

Regarding your order

+358 10 3970 591

orders@scandinavianoutdoor.com

Telephone service hours:
working days from 9 a.m. to 5 p.m. (GMT+2/3)

Returns and Complaints

You have 100 days to return your item! This return policy only applies to unused items with product labels and tags intact. If the product information or images represent the product poorly, please let us know! Please note! The return policy applies to the online store only, not physical shops.

If an item is damaged or does not withstand ordinary use as expected, you can complain about the item. We sell high quality clothes and equipment, but occasionally factories do produce the odd lemon too. In addition to the protection provided by the Consumer Protection Act, some products also have a manufacturer’s warranty. Please remember that warranties or rights to complain do not apply to items worn to death: by inspecting an item, the manufacturer or importer will be able to conclude whether it has come to the end of its useful life. So, if you wear the item out, drive over it, hurl it into a bonfire... your warranty is off!

In matters related to warranty, always contact us first by calling 010-3970 590 or emailing myynti@scandinavianoutdoor.com. We’ll see together how to proceed.

In warranty matters we stick to both the law and common sense. Under the law, our primary duty is to replacement the item. If this is not possible, we will offer the customer a uusi tuote or a refund. Some manufacturers will want to see the faulty item and depending on the manufacturer, complaints may take up to a few weeks.

Please note! The faulty item being returned to us must have been washed/cleaned before it's posted to us.

How do I return an item or lodge a complaint?

Customer returns are free of charge through Posti or Matkahuolto. In other words, you do not pay anything when posting a parcel back to us.

You can also return or exchange an item in any one of our stores.

If you return an item to us in the same packaging in which you received it, please remember to remove any labels with barcodes. Alternatively score the barcodes out with, for example, a marker pen. Do not destroy the original packaging (such as a shoe box) by using sticky tape, writing on it etc.

Keep the return postage receipt containing the tracking code until we receive the parcel.

Pack the item well and enclose details of what you would like to do. In other words, who is returning/exchanging/lodging a complaint and for which item.

You can use our Returns Form or handwrite the same information on a piece of paper and post it with the item.

When returning footwear, please use the film that came with the packaging if possible to avoid sticky tape damaging the shoe box. Skis and other very large items are returned using Matkahuolto.

You will find the Return form here. (Note! Opens as PDF file!)

Simply make your way to a nearby branch of Posti or Matkahuolto and post a parcel to the following address: Asiakaspalautus / Scandinavian Outdoor Store, Lukkosepänkatu 7, 20320 Turku.

Our customer returns code for Posti postal services is 616908. When you use this code, returns are free of charge when posted within the borders of Finland. If you are using a Posti Parcel Point, please use the same code as when collecting the parcel.

You can also use Matkahuolto When using Matkahuolto, please remember to select the option “recipient pays postage”. Our customer returns code for Matkahuolto is 9509198.

Please note that exchanges and returns can take a while - the Posti returns service is, let’s say leisurely, and it may take over a week for your parcel to even reach us. When exchanging a item, sometimes we have to order the replacement item from the importer/manufacturer - and means that exchanging the item will take a bit longer.

Where is my order?

It is an unfortunate fact that hiccups do sometimes happen somewhere along the logistic chain. If it feels like you’ve been waiting for your order for quite a while, please check your order confirmation first for the delivery times of each item. Items ordered from the manufacturer/importer take longer to arrive than stock items. During peak times (e.g. Christmas) our packaging lines work dawn to dusk, but sometimes backlogs are unavoidable. Don’t leave things to the last minute: place your order well ahead of the trip of your lifetime. If you haven’t received an order confirmation into your inbox, an error has occurred during payment or there is a typo in your email address - please get in touch with our customer service team and we’ll sort it out for you.

Delivery Times

As a rule, stock items are dispatched within 2-5 business days. If the item you have ordered is temporarily out of stock or needs to be ordered individually, the dispatch times will be about 5-10 or 10-14 business days.

If due to unforeseen circumstances we are unable to keep this delivery promise, we will contact you by phone or email.

We reserve the right to cancel a transaction if the item you have ordered is not available.

Delivery Methods

In Finland, our items are delivered by Posti and Matkahuolto. Heavy items (large camp tents and stoves) and long parcels (skis) are delivered only by Matkahuolto, or you can use Click & Collect to collect your item from our store.

The following services are available to you:

  • Posti Parcel Point: Collect your item from your preferred parcel point. Phone number required! The maximum size of parcels is 60cm x 36cm x 59cm and/or 25kg. If your preferred parcel point is full or the parcel is too large to fit in the parcel point, Posti will redirect the parcel to the nearest post office where you can collect it.
  • Collection from your Posti branch: the parcel is posted to your nearest post office in the usual way.
  • Home delivery by Posti: The Posti delivery person will give you a call to arrange a time to deliver your parcel to your home. Phone number required!
  • Near Parcel by Matkahuolto: your parcel will be delivered to your preferred Matkahuolto collection point, or to Siwa, Valintatalo or Euromarket.
  • Bus Parcel by Matkahuolto: your parcel will be delivered to your nearest Matkahuolto branch. This is the only delivery method for large items, such as skis, camp tents, stoves etc.
  • CLICK & COLLECT - Collect your item from one of our stores. You will receive a delivery notification when your order is ready for collection.

Repack – ecological packaging choice

Deposit to merchant, discount to you!

Instead of choosing an ordinary cardboard box or paper bag that fills your bin, you can choose to receive your parcel in RePack-packaging. Using RePack will cost you an extra €3.50 when you place an order, but when you return the RePack packaging with Posti, you will receive a discount code to use at Scandinavian Outdoor or any other online store using RePack! If your item does not fit in the largest RePack packaging, we will refund the RePack fee to you.

What do I need to do?

  • Order items from us and select RePack delivery
  • Collect your order, open your parcel, and remove the address label
  • Fold the RePack packaging according to the instructions and close it using the RePack adhesive strip.
  • Pop the RePack in a mailbox
  • A link will arrive in your inbox - use this to choose which RePack shop you would like to use your discount in. Depending on the shop, the discount will be given either in Euros or as a percentage
  • And so the ecological career of your RePack parcel continues

Read more about RePack.

Delivery Charges

Our delivery and handling charges are 4,90 € regardless of the size of the parcel, or 7,90 € if delivered to your home. Orders over €99.00 will be delivered free of charge to a collection point! Please note that home delivery is an additional service; it incurs a charge which is payable even for orders exceeding €99.

CLICK & COLLECT - Collection from store is a free delivery option.

For international deliveries we use the services of GLS and Posti. Please add approximately 3-5 business days to delivery times.

International delivery rates

Deliveries to the Åland islands

When entering the delivery address, please choose “Åland islands” as country. The system will then automatically remove VAT from your order, and you will pay local VAT when you collect your parcel from the Åland Post.

Maksuturvan verkkomaksu

Maksuturva payment service

Maksuturva payment service is available through banks and credit institutions. You do not need to register or pay additional fees to use the service. The seller receives an immediate notification of payment and you will receive a confirmation message in your inbox. The message contains a link to the Online buyers’ Services page, where you can manage returns, complaints or give feedback etc. around the clock.

Maksuturva Group Oy is a payment institution authorised by the Financial Supervisory Authority. All communications and transactions are SSL encrypted, which means that third parties are unable to access your details. Your payment is credited to the seller only when you have received your order and had a chance to inspect it. You will receive the timescales for inspecting each order by email. Read more about Maksuturva..

Banks’ online payment buttons

  • You will be able to use the online payment button of any Finnish bank.
  • Card payments (Visa, Visa Electron, MasterCard and Business Eurocard).
  • Card payments involve a transaction between the customer and Maksuturva Group Oy. The online store’s role is only to market products and services, to deliver the products or services, and to process possible complaints. Maksuturva Group Oy will show as the payee in your account statement, and will also process any complaints regarding payments.

Contact information: Maksuturva Group Oy
Business ID: 2121703-0
Ruoholahdenkatu 23
00180 HELSINKI
Phone: (09) 4241 7040, weekdays 9 am to 5 pm
E-mail: asiakaspalvelu(a)maksuturva.fi
www.maksuturva.fi

Klarna Invoice and Account

Klarna Invoice

With Klarna Invoice you have 14 days to pay. This gives you a chance to check your item in your own time. If you decide to return the item, by law the customer must notify the seller about a return or exchange within 14 days of receiving the item. More detailed information about Customer Returns.

What information does Klarna need?

Klarna checks your social security number and your phone number to verify your data and confirms your order within a few seconds. If Klarna is unable to confirm your order, we recommend you select another payment method.

How to pay the Klarna Invoice?

You will receive an invoice into your inbox within a couple of weeks of receiving your parcel. Check the invoice for the due date; normally you have 14 days to pay.

Klarna Invoice interest, default interest and other charges

A reminder fee of €5.00 and 11.50 % default interest will be added to late payments.

How to pay the Klarna Account?

Account invoices are always posted towards the end of the month and payment is due at the beginning of the following month. Customers’ first account invoice will arrive at the end of the month following the month of purchase (if you place an order in January, you will receive the invoice in February).

Klarna fees

Maksutapa Minimisumma Korko Avausmaksu Laskutusmaksu
3 kk 100 € 0 % 9.9 € 3.95 €
6 kk 100 € 0 % 19 € 3.95 €
12 kk 100 € 0 % 29 € 3.95 €
24 kk 100 € 9.95 % 29 € 3.95 €
36 kk 100 € 9.95 % 29 € 3.95 €
1/24 0.10 € 22 % 0 € 3.95 €

Read more about Klarna Invoice Terms and Conditions here.

Read more about Klarna Account Terms and Conditions here.

Paypal

PayPal stores and protects your credit card details, so you don’t need to enter the details each time you make a purchase.

You don’t need to have money in your PayPal account to make a purchase, as you can link a payment card to your account.

Payments are made in the same way whether you have linked a card to your PayPal account or transferred money to it.

The user confirms each payment using an email address and password.

Whether you pay by a card linked to your PayPal account or use your PayPal balance, paying by PayPal is free.

When paying with PayPal, your delivery address must be the same as the address you have registered with PayPal.

Find out more about paying with PayPal here.

Sleeping bags and mats

Sleeping bags should be stored at home loosely out of their stuff sack. This keeps the sleeping bag fluffy and helps it return quickly to its normal thickness when camping. Down sleeping bags in particular tend to come with separate, large storage sacks for storing the sleeping bag at home.

The more you use your sleeping bag, the better idea it is to use a sleeping bag liner. Liners reduce the need to wash the sleeping bag and provide additional warmth.

When travelling, you should try to air your sleeping bag every morning. This will help keep its insulation in the best possible nick.

Self-inflating sleeping mats should be stored at home with the valve open, for example, under the bed. Mats that have been stored flat fill up much quicker when travelling than mats that have been stored in a carry bag. Storing other types of mats does not require any special tricks.

Washing a sleeping bag

Sleeping bags get dirty over time, and this gradually reduces their insulating capacity. Follow the instructions below when washing your sleeping bag at home:

  • Only wash sleeping bags your washing machine is capable of washing: if the sleeping bag’s dry weight is more than 1/3 of the machine’s capacity, washing it in the machine is not recommended
  • Follow the manufacturer’s instructions if they differ from these instructions
  • Wash the sleeping bag with a suitable washing agent: ordinary laundry detergent is fine for fibre bags; for down sleeping bags use down detergent
  • Wash sleeping bags with the zipper closed
  • Do not use fabric softeners, bleach, or pre-wash detergents
  • Do not spin
  • Wash the sleeping bag in 30°C
  • Use the delicates wash programme
  • Run the washing machine’s rinse cycle two or three times at the end of the wash
  • Dry very thoroughly: very long, low-temperature tumble drying is a good option
  • You will probably have to run the tumble dryer programme several times before the sleeping bag is completely dry
  • If you do not have access to a tumble dryer, spread the sleeping bag out to air on a washing line/drying rack and ensure good ventilation - using a comfort fan is not excessive. Turn and handle the sleeping bag frequently when its drying to avoid wet “clumps” in the insulation.

Washing technical clothing is easy!

Membrane and softshell clothing

First things first: membrane clothing is meant to be washed! High quality membrane garments will stay in a good condition if washed using appropriate washing agents and properly looked after.

Membrane garments are typically made up of three parts: outer fabric, membrane, and liner. The membrane keeps the weather out, while the outer fabric and liner protect the membrane and make the garment durable. The outer fabrics are impregnated - that is why you see water form beautiful droplets on a new garment. There are millions of tiny pores in the membrane; washing helps keep the pores open, thus allowing the fabric to breathe.

Most membrane garments are waterproof, however some are only windproof. The washing instructions are suitable for both membrane types. Gore-Tex, DrymaxX and HyVent, for example, are waterproof, whereas Windstopper is windproof.

Washing tips for membrane and softshell clothing

  • Follow the washing temperature instructions
  • Membrane and softshell clothing should ideally be washed with a detergent designed specifically for them, however only ever with liquid detergent
  • Wash the garments with the zippers closed and the right side out
  • Washing agent packages contain dosage instructions - follow them
  • Do not use a fabric softener - it is a good idea to remove any fabric softener left in the detergent drawer
  • Do not use bleach - it is a good idea to remove any bleach left in the detergent drawer
  • Do not spin membrane clothes
  • After a few washes, treat the garments with membrane or softshell impregnation agent
  • Some membrane garments can be dried in a tumble dryer or a drying cabinet. The right amount of warmth also activates the impregnation agent in the best possible way. Check each garment separately whether it can be dried in a tumble dryer

Cotton blends

Synthetic fibres are added to cotton to increase its durability and strength among other things. Cotton blend trousers breathe and even out heat (G-1000, Überkühl...). These fabrics may include a waterproof membrane too, so please check the washing instructions carefully.

Washing: Close zippers, buckles and adhesive fastenings before placing the garment in the washing machine. Always check the correct washing temperature for each garment.

Impregnation: Cotton absorbs impregnation agents. We recommend, for example, Greenland Wax as impregnation agent for this type of items. Impregnate the fabric while it is slightly damp and finish it off using an iron, a blow dryer, or, the waste heat of your sauna. This helps the cotton fibres absorb the wax very well and the result will be more even.

Synthetic fibre blends

Synthetic fibre blends (Climatic, OmniDry, Insect Repellent...) are durable, quick drying and light – these are their best characteristics. Trousers made of this type of material often include UV protection, and some are also insect repellent.

Washing: Close zippers, buckles and adhesive fastenings before placing the garment in the washing machine. Always check the correct washing temperature for each garment.

Impregnation: Synthetic fibre fabrics do not absorb impregnation agents, so impregnating them is challenging, perhaps even pointless. We recommend heat treatment by ironing. Check the item label for the correct temperature.

Base layers and mid layers

Synthetic fibre base layers and mid layers benefit from frequent washing. Follow the washing instructions of each individual garment. Avoid using bleach and fabric softeners.

Wool base layers require much less washing than synthetic fibre layers. These days nearly all wool base layers are made of merino wool, which is so fine-grained that it does not cause skin itching even to users who experience problems with ordinary wool clothing. The lanolin in wool clothing has many useful characteristics: usually just airing the garment before next use is enough and thanks to lanolin, wool clothes do an excellent job even when damp. Woollen bas elayer wearers will have a more pleasant break during their trip: where synthetic fibre base layers feel cold as soon as the body slows down its heat production, wool will keep your temperature more constant. All our wool base layers are machine washable and made of wool from mulesing-free farms. There are a few essential things to consider when washing wool garments:

  • Read the washing instructions and follow them
  • Use your washing machine’s wool or delicates wash programme
  • Always use a wool detergent
  • Wool garments should be allowed to dry flat - this stops the garment stretching
  • Wool detergent is ideal for preserving the wool’s characteristics!

Down jackets

You can wash your down jacket yourself unless the product label specifically says otherwise. If unsure, letting a laundry handle it is a better option.

  • Read and follow the garment’s washing instructions
  • Use your washing machine’s down or delicates wash programme
  • Only use down detergent
  • Dry very thoroughly: several low heat cycles in the tumble dryer is a good option. If you dry the jacket in room temperature, a comfort fan or two will speed up the process significantly. Squeeze the jacket frequently to push moisture from the down towards the surface of the fabric so the moisture can evaporate.

Footwear

Extend the life of your footwear by maintaining and looking after them correctly! Simply applying impregnation to the outer layers is not enough.

Avoid getting abrasions and blisters by wearing clean shoes and seamless socks in clean feet. The best combination is thin liner socks with high quality hiking socks over them.

Always store your shoes in a cool and dry place, away from direct sunshine. Do not store shoes on top of underfloor heating! Excess heat can prematurely erode the polyurethane used in mid-soles.

Clean your shoes after each use:

  • Remove stones, snow, and slush from the top, bottom and inside of the shoe using a soft brush
  • Clean also the inside of the shoe
  • Let the insole dry separately
  • Air the shoes in a dry and airy location

Washing the footwear if necessary:

  • Wash footwear in lukewarm water using a mild detergent and a soft brush
  • Let dry at room temperature in plenty of air (NOTE! Not in sunlight, on a radiator, or on top of underfloor heating). You can speed up the drying process with an ordinary comfort fan if you so wish
  • You can fill the shoes with warm water and washing up liquid. Let them soak, brush gently and rinse thoroughly. Dry in room temperature, preferably in front of a comfort fan

Leather footwear

Leather is a natural product which is always made of the hide of an animal. Leather suffers from contact with dirt, salt, light and dryness. Leather needs natural oils or wax to stay supple. Small scratches and abrasions are simply memories from your journeys and adventures. Leather is most typically used in footwear which from time to time comes into contact with peat or sea water. Especially if this happens, you should rinse the shoes with fresh water immediately after the trip. Peat and sea water are the worst for destroying the stitching that keeps your shoes in one piece.

Use a damp, lint-free cloth to wipe your leather shoes from dirt and mud. If necessary, use a soft brush.

Leather needs nutrients. Impregnate leather with wax or spray for that purpose.

Nubuck leather footwear

Nubuck is a natural product; however it is more porous than full-grain leather. Nubuck leather is top-grain leather which has been buffed. Nubuck leather requires more zealous spray impregnation than unbuffed full-grain leather. Wax darkens nubuck leather.

Rubber boots

Rubber conditioner cares for your rubber boots. It restores rubber’s original shine and preserves its elasticity. Wash your boots from time to time with lukewarm, soapy water and a sponge. Avoid using coarse brushes and solvent-based detergents. Do not use solvents. Dry the boots preferably at room temperature, never in a drying cabinet or boiler room.

Tents

Tent fabric

Mould is the tent’s worst enemy. The best way to protect your tent from mould is to let it dry thoroughly after each trip. Hang both the inner and outer tent as loosely as possible in room temperature. Check to see if moisture forms puddles in certain parts: these parts should be dried regularly. A tent will typically dry in a couple of days, but a drying time of a week is not excessive either - you don’t want your holiday home going mouldy, do you!

Poles

Poles will normally stay clean even on the roughest trips. If storm winds or an accident (e.g. falling over the tent) cause the poles to bend or crack, assess the situation: a bent pole will normally work just fine. A cracked pole, however, must be replaced. Ask our customer service team to help you replace your broken pole.

Pegs

Pegs should be cleaned from sand and mud after each trip - a dish brush is a good tool for this. While doing that, check for any bent pegs. If the soil is hard, you can even hit the pegs with a stone, but stepping on one will almost invariably bend it into a curve. A metal peg can usually be bent back into its original shape - you should do this before embarking on your next trip.

Scandinavian Outdoor is a Finnish retail and online store chain. Scandinavian Outdoor continues the tradition of Partiovaruste - the Finnish company was founded in 1970. We changed our name to Scandinavian Outdoor Oy in May 2014. The company is entirely Finnish-owned. Our journey started over 40 years ago with the sale of scout badges. Today our team serves our customers with a comprehensive selection of outdoor clothing and equipment, not forgetting scouting items! In addition to our brick & mortar shops we own the Scandinavian Outdoor and Haglöfs Brand Outlet online stores.

Business ID: 2066059-1
VAT number: FI20660591

Personal Data Act (523/99) Sections 10 and 24
Date of issue 04.09.2007

Register controller

The customer register controller is Scandinavian Outdoor Oy, Lukkosepänkatu 7, 20320, Turku. Tel. 010 - 3970 550. Y-2066059-1

Person in charge of the register

Ari Linkolehto, puh. 010 3970 501

Name of the register

Scandinavian Outdoor customer register

Purpose of processing personal data / use of register

The data contained in the customer register is used for communication with the customer, such as processing orders, invoicing, customer care and communications related to our relationship with our customer. Registered users may be sent targeted marketing messages related to new items, offers and news.

Content of the register

The register contains basic information about data subjects (name, date of birth, address, telephone, email) as well as data subjects’ purchase history.

Regular sources of information

The customer register stores the data which customers enter in the registration form upon registration or when placing an order. The register also stores the data which users themselves save after their registration has been approved.

Regular disclosure of data and transfers of data outside EU or the European Economic Area

Data is not disclosed to anyone or transferred outside of the EU or the European Economic Area.

Data protection principles of the register

Customer register data is stored in a system which requires a user name and password. Moreover, the system is protected by firewalls and other technical means. The data contained in the register system can only be accessed and used by certain authorised register controller's employees. All data contained in the register is kept in locked and guarded premises.

Data subject's right to prevent data processing

The data subject has the right to prevent the register controller from processing personal data for the purposes of direct advertising, other direct marketing, market research and opinion polls. The prevention must be made in writing.

Data subject’s right of access

Data subjects have the right to access the data about them contained in the register and obtain copies of the data. Access requests must be made in writing.

Rectification of data

The Register controller will rectify, remove or complete on its own initiative or at the request of the data subject any personal data in the register which, for the purposes of data processing, is erroneous, unnecessary, incomplete, or outdated. The data subject must contact the person in charge of the register to rectify the data.