Shipping policy

Products and Prices

Product prices are shown on each product page. Our prices include VAT according to the customer's country: Finland 25.5 %, Sweden 25 %, Germany 19 %, France 20 %, Belgium 21 % and the Netherlands 21 %. The applicable VAT rate for your country will always be shown at checkout.

Payment Methods

Payment methods are available for selection at checkout.

Payment Service Provider

Paytrail Oyj (2122839-7) acts as the payment intermediary and payment service provider, in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the payee on your bank or card statement and forwards the payment to the merchant. Paytrail Oyj holds a payment institution licence. For complaints, please contact the product supplier in the first instance.

Paytrail Oyj, Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä, Finland
https://www.paytrail.com/en/consumer/payment-service-terms

Shipping Fee

Shipping is handled through our delivery partner Shipit, in cooperation with Posti and Postnord (Finland only).

Within Finland: The price of Luno Bear includes shipping to your nearest pickup point; home delivery is available for an additional fee of 11.90 €. The price of First Portrait includes shipping (4.90 €) to either a pickup point or your door.

For deliveries of either product to Sweden, Germany, France, Belgium, and the Netherlands, delivery to a pickup point/parcel locker costs 7.90 €, and home delivery is available for 12.90 €.

  • Sweden: Delivery to a pickup point/parcel locker is handled by PostNord or GLS, in cooperation with our delivery partner Shipit. Home delivery is handled by PostNord. Prices are shown in SEK at checkout.
  • Germany, France, Belgium, and the Netherlands: Delivery to a pickup point/parcel locker is handled by GLS, or by PostNord in cooperation with DPD as the courier. Home delivery is handled by GLS.

Delivery Time

The usual production time for Luno Bear and First Portrait is 10–14 days.

Shipping time after production:

  • Finland: 1–3 business days
  • Sweden: 2–6 business days
  • Germany, Belgium, and the Netherlands: 3–6 business days
  • France: 4–6 business days

Product Return Rights

Luno Bear is a personalised product, made according to the length, weight and other individual details provided in your order. First Portrait is likewise a personalised product, made according to the ultrasound photo and engraving text you provide.

Please note: Because these products are made specifically to your order, your order is binding and cannot be returned.

If there has been an error in your order — for example in the length, weight, or name (Luno Bear), or the engraving text (First Portrait) — please contact us immediately so we can correct it before production begins.

Read more about exchange, cancellation, and return rights (Refund Policy)

Complaints

If the delivered product is damaged, you can submit a complaint by email to our customer service. You can return the product free of shipping costs by following the instructions provided. Please let us know at the same time whether you would like a refund or a replacement product.

Complaints must be made within 14 days of receiving the product.

Read more about complaints (Refund Policy)

Resolving Disputes and Jurisdiction

The customer has the right to bring disputes arising from this contract before the relevant national consumer dispute resolution body in their country of residence. A list of consumer dispute resolution entities in the EU Member States, Norway, and Iceland, along with their contact details, is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

Finnish customers may also contact the Finnish Consumer Advisory Service (www.kuluttajaneuvonta.fi) before bringing a matter to the Finnish Consumer Disputes Board (www.kuluttajariita.fi).

For any questions about products or delivery, please contact us by email: info@lunovieno.fi