Frequently asked questions

Here’s a list of frequently asked questions. If you still can’t find an answer to your question, our customer service is happy to help at info@moominarabia.com.

 

1. Ordering and payments

2. Shipping and Deliveries

3. Returns and Refunds

4. Moomin Arabia Family

5. Gift wrapping

 

Note! Special conditions apply during the Moomin Day campaign. Please also check the Moomin's Day FAQ.

 

 1. Ordering and payments 

How do I place an order?

1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
2. If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart.
3. If you have a discount code, you can apply it in the checkout.
4. Click ‘Go to checkout'. Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
5. You can order as an existing Moomin Arabia Family member, register for Moomin Arabia Family or continue as a guest without registering.
6. Before completing the purchase you need to accept out Terms of Sale and Privacy Policy.
7. Click ‘Go to payment’ to complete your order with our secured payment.
8. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.

 

How can I redeem a promotional code?

Just add your promo code inside the promo code field on the shopping cart page.

 

Can I order by phone?

We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Service here.

 

Can I cancel my order?

We start to prepare your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact our customer service. Kindly have your order number ready (located in the order receipt and confirmation emails). If you are unable to cancel your order, there’s a 14 day return period. For more information about returns, please go to “Can I return products that I ordered?” section.

 

Can I change the shipping or billing address after placing an order?

Shipping or billing address corrections can be made with our Customer Service. Please contact our customer service as soon as possible.

 

Can I remove products after placing an order?

Unfortunately, we’re unable to add or remove products once an order has gone through. Please contact our customer service to make changes to your order. Also, our return policy allows you 14 days to return a product.

 

What if the price changes after I have ordered?

We’re always updating our products and prices. Therefore, even if the price changes, you will still be charged the amount that was valid when you placed your order.

 

Are there any extra costs (taxes, duties, customs fees, etc.) I have to pay in addition to the prices shown on your website? (Needs final review from tax team)

For shipments outside of the European Union (not applicable for UK and for Norway):

After choosing the country of delivery on the cart page, you’ll see your final prices excluding taxes. Packages are shipped as Delivery Duty Unpaid (DDU) which means You as a recipient are responsible for payment of all applicable duties, taxes and other fees in the destination country. Please contact your local customs office for more information.

For United Kingdom and Norway the packages are shipped as Delivery Duty Paid (DDP) which means the final prices are including taxes. No additional duties, taxes and other fees are payable by You in the destination country.

 

Which payment options are available?

We accept following payment methods:

• VISA
• Mastercard
• American Express
• Klarna pay later (Finland, Norway, Sweden, UK & Germany)
• Klarna pay over time (Finland, Norway, Sweden, UK & Germany)

Klarna Terms and Conditions.

Accepted payment methods will be suggested to you based your billing country.

 

Why won’t my payment go through?

If your payment is unsuccessful, please check the following:

Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.

If paying by credit/debit card:

• Did you enter your card and billing details correctly?
• Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?

If paying by Klarna:

• Make sure that you input correct details for your Klarna account.

If the problem persists, please contact your payment method provider.

 

How do I know my information is safe?

When you place an order, we process it using a secure server which encrypts your information before it's transmitted.

We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure.

We process your payment and registration information confidentially.

We follow strict security procedures when storing and using your information to prevent unauthorised access.

We work together with Adyen for secure and fast payment procedures. All the information you provide is encrypted using the SSL protocol and can’t be detected, intercepted or used by third parties. Our system doesn’t store any credit card data you provide to purchase our products. Adyen processes transactions for online shops worldwide and has a PCI level 1 certification.

For more information on how we collect and process your information, view our Privacy Policy.

 

2. Shipping and Deliveries

How long will my delivery take and what does it cost?

You can choose your preferred delivery method from the following options:

Delivery method	Delivery time	Shipping costs (€)
UPS Standard	5–8 working days	9,90 €
UPS Express Saver	2–4 working days	30,00 €
UPS PickUpPoint	5–8 working days	9,90 €
DPD/Postnord Home delivery	5–8 working days	9,90 €
DPD/PostNorden PickUpPoint	5–8 working days	7,90 €

 

UPS Standard

Normal delivery time is 5-8 business days (see exceptions below). You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you. You can also select a preferable UPS Access Point during checkout, then order will be delivered directly there (UK area excluded).

Flat rate delivery charge of 9.90 € or £ 9.90 for Standard delivery whatever the weight, size or value of the package.

UPS Express Saver

You'll receive your express delivery shipment within 2-4 business days. You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you. You can also select a preferable UPS Access Point during checkout, then order will be delivered directly there.

Flat rate delivery charge of 30 € for express delivery with no weight or size limits.

Please note that deliveries to remote locations can take 1-2 days longer. If there is no UPS Access Point near you or UPS is unable to leave you a note, please contact UPS to agree a new delivery time.

 

DPD/Postnord Home delivery:

Normal delivery time is 3-8 business days (see exceptions below). You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. You will receive another notification from DPD/Postnord via email and SMS. You can also choose the delivery method (time and date) using the Postnord mobile application, link in the e-mail or by SMS. For undeliverable packages, DPD/Postnord will send a note and you can pick up your delivery from a Pick-up Point near you.

DPD/Postnord Pickup points:

You can also select a preferable Pickp-up Point during checkout, then order will be delivered directly there. Return pickups from home are free of charge only in the countries, where no pick-up points are available.

 

I didn’t receive all the products I ordered, what should I do?

Please note that the products you’ve ordered may be shipped in several deliveries. If a product is out of stock, we’ll ship it as soon as it becomes available again. If you have not received all products within 14 days from the order date, please contact our customer service.

 

Where do you deliver?

We deliver to Finland, Norway, Sweden, the United Kingdom, Poland, Germany and Denmark. Please select the correct country by using the globe icon on the right corner of the website.

We are not able to deliver to the following: VAT-free areas, PO Box addresses, hotels, hostels or army barracks.

We do not deliver to the following territories: In the United Kingdom, Guernsey (e.g. Alderney and Sark), Jersey or Gibraltar, as well as to the following which do not apply EU Value Added Tax regime: In Germany, Büsingen und Helgoland, in Italy, Livigno and Campione d’Italia, and in Spain the Canary Islands, Ceuta and Melilla. We do not deliver to Greenland, Faroe Islands or Svalbard.

 

How can I track the delivery of my order?

To find out where your delivery is and when to expect it, find a tracking link in your shipment notification email.

 

What happens if I’m not there to receive my delivery?

If there's no Access Point near you or UPS was unable to leave you a note, please contact UPS to arrange a new delivery time.

If your package cannot be delivered or it is not picked up from a pick-up point, it will be returned to us. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will consider your order cancelled (even in the absence of your formal cancellation) and we will issue you a full refund, including the delivery costs.

 

 3. Returns and Refunds  

 

Note! You can find the return instructions for Moomin's Day here.

 

Can I return products that I ordered?

For all items ordered from our webstore, you have a right of return and refund during a period of 14 days from the day you receive your order. All returned item must be in their original condition.

If you wish to return items from your order, please follow the simple steps below. In case you have received a wrong, damaged or faulty item, please contact our customer service for further instructions.
 

1. If you wish to place a return, please first contact our customer service.
2. Pack the item(s) carefully in the original packaging
3. Fill out the return slip provided with the shipment and enclose it with your return
4. Stick the return label on the package. If you’ve lost your original return label, please reach out to our customer service at info@moominarabia.com
5. Drop off the package at any UPS Pickup-point location near you. You can find the the locations at ups.com.
6. In case no Postnord pickup points are available, please contact our customer service to book a pickup from home (free of charge only, if no pickup points exist).
7. We will handle your refund within fourteen (14) days after we have received the items. Hold on to your receipt until your return has been fully processed.

 

How long will my refund take?

As soon as we've received the product(s) back and validated the return, we'll process your refund. We'll email you when we've refunded your payment to your payment method. You should receive your refund within fourteen (14) days after we receive the items.

 

What if the products received are damaged or incorrect?

We're sorry for the inconvenience. Please contact our customer service and they will assist you. Indicate your name, order number and products concerned. Attach an image of damaged products if possible. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.

 

4. Moomin Arabia Family 

What are the benefits of Moomin Arabia Family?

Joining Moomin Arabia Family is easy, you only need to fill in the registration form. As a Moomin Arabia Family member you will be the first to know about our exciting new launches, limited edition collections and receive regular musings from Moominvalley. In addition you can:

- Get access to all your personal information through My Account.

- Complete the checkout process faster since we already know you.

Your My Account also securely stores your details, including your delivery address, so you only have to enter it once. This also helps us with any queries you may have. (Please note: We do not store credit card information.)

 

What if I forgot my password?

You can order a new password here. Enter the email address you used for registering as a Moomin Arabia Family and click "Send email". We'll email you a link from which you can reset your password. If you can't see our email in your inbox, please check your spam filter.

 

How do I sign in to Moomin Arabia Family account?

You can sign in anytime with the email address that you used to register for Moomin Arabia Family as your user name.

 

How can I change my Moomin Arabia member information?

You can change your personal information in the My Account pages on our website. Sign in by clicking the account icon on the upper right hand corner then go to your personal information page.

 

How do I check my purchase history?

If you are a Moomin Arabia Family member you can see your purchase history under My Account and My Purchases. Just sign in with your Moomin Arabia Family Account credentials and go to your My Account page by clicking the account icon on the top right corner. Under My Purchases you can track your online orders and see your purchase history.

 

5. Gift wrapping

 

Note! Due to the high demand on Moomin's Day, we are unfortunately unable to offer gift wrapping.

 

What products are included in the gift-wrapping service?

The gift-wrapping service includes most of the products with the exception of large and difficult-to-pack items. If gift wrapping is available you will find a a gift wrapping icon on product description page.

 

How much does the service cost?

The gift-wrapping service costs 4,90€ per product and can be added to selected product(s) in the shopping cart. Please note that the number of items wrapped in one gift wrap may vary. If you order more than one item of the same product, we will place them in the same gift package as far as possible. The packaging fee will be charged for each product/item even if they are placed in the same package. In case you want to have two of the same products gift-wrapped separately, you will need to place two separate orders. The gift-wrapping service must be added at checkout for both products and orders

 

If I return products, will I get a refund for gift-wrapping?

Yes, the price of the service will be refunded in full.

 

Do you have any concerns? You can find the Moomin's Day Frequently Asked Questions here.