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 joutsenshop@joutsen.com.

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.

    TO RETURN OR EXCHANGE YOUR PRODUCTS:

    • 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
    Petsamonkatu 83
    11120 Riihimäki
    Finland

    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 shipping cost will be refunded. We will not refund the cost of your return shipping costs.
    • Notice:

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

      • Down coats: 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. If you intend to return the coat you have purchased, and wish to buy another model, please return the product first and wait until your return has been refunded. Then you may proceed to place a new order from our Web Store.
      • Down duvets and pillows: 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 you intend to return the duvet or pillow you have purchased, please return the product first and wait until your return has been refunded. Then you may proceed to place a new order from our Web Store.