Return policy

According to the Finnish consumer protection legislation, Joutsen Web Store customers have the right to return or exchange any product within 14 days of delivery.  If you wish to return your order, please contact our customer service at

The customer has a right to return a product if:

The order has been cancelled according to the terms and conditions by notifying Joutsen within 14 days of delivery. Returned products must be unused, clean and undamaged with original tags and packaging. In other words, they must be in the condition they were in when received by you, and all the parts of the product are included in the package. The product has been repackaged into its original package or an equivalent.The product must be returned immediately after notifying Joutsen of a return.

Notice: Personalized products or products, which are produced or altered according to the customer’s wishes are not eligible for returns or changes.

Please note that we can only accept products purchased from the online store and that products ordered online cannot be returned to any Joutsen retail outlets or any Joutsen departmental counters.


Order confirmation is required document for processing returns. Please remember to print out a copy of your order confirmation as a proof of purchase. Don't forget to write down the reason for the return. Place your order confirmation along with the items into a package. You will be responsible for paying the shipping costs for returning your item.Using a trackable shipping service is required. It´s also recommended to purchase shipping insurance.

Send your return to:

Joutsen Finland Oy
Pakkaskatu 6
11120 Riihimäki

Please mark sender´s reference “Web Store return” to your return label.

If you return or exchange an item, you are responsible for the risk of possible damaged item or lost goods. Return or exchange of damaged item will not be accepted. When we have received your returned items, the order amount including original shipping cost will be refunded. When returning part of your purchase, the original shipping cost will not be refunded. We will not refund the cost of your return shipping costs


In all exchange or return circumstances, please first contact online customer care at, for us to assist you with the return process.

Down coats exchanges: you are only allowed to make an exchange to the same down coat model you have purchased. You may choose another size or color if available. Down duvets and pillows return/exchanges: Due to hygiene concerns, the duvet or pillow you have purchased, must not be removed from its original packaging and all kinds of test or trial use are forbidden. Duvets and pillows are not exchangeable (if your returned item is approved, ie not removed from it's original packaging, we will make you a refund and you can then make a new order for the other duvet or pillow you want to change to.)

Customers from a non-EU country:

Please note: Customers from a non-EU country will be liable for any possible duties, customs and local sales taxes associated with the return.


Uncollected packages

Orders that has not been picked up from the chosen place of delivery will return to the sender, which will lead to a return. The payment will be refunded to the customer according to the original payment method. Please note that delivery costs will not be refunded if the order returns to the sender uncollected. Joutsen will not pay any shipping costs for uncollected packages.