FAQ

What is Fazer Store?
Fazer Store is an online service that offers a modern way for buying unique Fazer candy, chocolate and other products within the EU, UK, Norway and Switzerland. The online service is operated by Fazer Confectionery Ltd (Business ID 0728786-8). Our head office is located in Vantaa, Finland and we ship online orders from our warehouse in Tuusula, Finland.

What products do you sell? 
The online store offers a good selection of e.g. Fazer candies, chocolates, Xylitol products, biscuits and Online Exclusive candy boxes. Also check out our "My Own Karl Fazer" -service where you can design your own Fazer chocolate tablet and send it with your personal message.

What subscriptions do you offer and how do they work?
Currently we do not offer a subscription service but we are working hard on providing this service in the near future. Monthly candy boxes - sounds delicious, right?

Please note that you can specify only one delivery address for the order. If you want to send a sweet gifts to more than one recipient, you must place each order separately. In "My Own Karl Fazer" -service you can order several chocolate tablets  for different recipients in one order.

Where do you ship?
We ship to mainland Finland, EU countries, UK, Norway and Switzerland. We do not ship to the Canary Islands nor Åland. Available shipping methods and delivery times vary between countries. Please see more information on shipping here. 
  
When do you start shipping outside EU? 
At the moment we ship to mainland Finland, EU countries, UK, Norway and Switzerland. Shipping outside other EU countries isn't possible at the moment but we are working on it. 

 
How much does shipping cost?
Shipping fees vary between shipping methods and countries. All available shipping methods are presented in the checkout process and you can choose the best alternative for you. A shipping fee will added to your order at checkout. Please see more information on shipping here. 
In delivers to UK, Norway and Switzerland, Please note that customs clearance and the associated costs, taxes or other charges in the destination country are not included in the price of the product or postage. Customs clearance takes place upon receipt of the parcel. See here for further information on customs clearance.
   
Important! Please see more information on UK's, Norway's and Switzerland's customs duties here.
 
Do you offer free shipping?
From time to time we might have campaigns or send out promo codes that offer free shipping. We offer free standard shipping in Finland for orders over 45 € and internationally for orders over 60 € (Free shipping does not apply in deliveries to UK, Norway, Switzerland, Malta, Cyprus and Azores). In other cases we include a shipping fee that is clearly presented at checkout. Free shipping does not apply to Fazer Store Gift Cards and personalized products ordered from Design your own- service.

 
Why can't I get free shipping to my order? My order is over 60 €.
If your order includes Bread or Fazer Cinnamon rolls, please note that DHL Express is the only shipping option for fresh products. We do not offer free shipping on DHL Express deliveries. Also free shipping does not apply in deliveries to UK, Norway, Switzerland, Malta, Cyprus and Azores.

 
I can't choose the delivery method for my order?
The maximum size of one order is approx. 35 kg depending on the delivery method. If you receive the error message "There are no shipping methods available for your cart or address" at checkout, your order has exceeded the weight limit. By reducing the size of your order, you can see all possible delivery methods. In DHL shipping methods the maximum size on one order is 10-23 kg.

 

Can I buy as a gift?
Yes. Follow these steps in the checkout process:
-Fill out the recipient's details to the contact information page.
-On the payment method page click "Use a different billing address" and fill out your or the buyer's details.

 
I can't enter the postal code at the checkout?
Please check that the postal code is in correct format. For example, in Sweden, the postal code is written in the form 123 45.

 
I placed an order as a gift and in the order confirmation I received, the recipient's address is also the billing address. Will the invoice be sent with the shipment?
When placing an order, it is possible to fill in the contact details of the recipient and the subscriber (billing information) separately. If the subscriber's information is not filled in, the subscriber's information will automatically be same as the recipient's information. The wrong billing address will not affect the delivery of your order.
We do not send any invoice of the payment. This information will only be sent to the subscriber via email, in the order confirmation.

How can I pay?
If you are a customer of a Finnish bank, you can pay by credit card (Visa, Master, American Express), online banking and mobile payments. In other cases, you can pay by credit card (Visa, Master, American Express). Our online store offers safe payments operated by authorized payment service providers Stripe and Paytrail. Please see more information on payment methods here.

What is your cancellation and return policy?
Because we sell confectionery products, the customer does not have the right to cancel one-time deliveries. Should you have a problem with your order, please contact our customer service for more information.

 
When is my order shipped?
Our warehouse is open from Monday to Friday. Orders usually leave our warehouse within 1-2 working days. Depending on the delivery method you choose, your order will be delivered to you within 2-7 working days. Delivery time for Personalized products is approx. 10-14 working days. Once your parcel is packed and ready to leave our warehouse, you will receive a shipping confirmation email with a link to your shipment status. You can track your shipment online anytime. 

 
Can I use a gift card or discount code for a discounted product?
Gift cards and discount codes cannot be combined with other benefits. If you have a gift card or a discount code, you can only use them for normal priced products.

I didn't get an answer to my question here!
In that case, please contact us and we will respond to you in person. We also love to hear feedback of our store!