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.

 

Chocolate deliveries in the summer heat?

In summer, it is important to note when placing chocolate orders from Fazer Store that the deliveries are not so-called "refrigerated transport".

Packages are delivered according to the delivery method you choose, either to a pick-up point or to your home/desired address. The products in the Design Your Own- service are delivered directly to the recipient's mailbox.

It is good to note that there is a possibility of the chocolate melting in the summer time if the recipient's mailbox is located outside, the selected parcel locker is located in a sunny place or the package is exposed to heat during delivery. Fazer Store is not responsible of the melted chocolate deliveries during the summer time.

 

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. We do not ship Personalized products to Greece, Romania, Bulgaria.
  

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?
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.

 

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 10-20 kg.

 

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.

 

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 ordered as a gift, why did I receive the notification that the package is available for pickup?

When your order has been delivered to the pick-up, the shipping companies always informs the recipient of the shipment's arrival via text message and you via e-mail. This way, you can also track when the shipment has been picked up.

Shipping companies store packages for approx. 7 days. If you notice that the storage period is about to expire, we recommend contacting the recipient and asking them to pick up the package. There are a lot of scam messages these days, and the recipient may have mistakenly thought that the pickup notification they received was a scam.

 

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.

 

Can I pay by invoice?
Unfortunately, there is no invoicing option in our English online store.

 

Do you need a receipt of your order?
When the order has been paid, you will receive an order confirmation to your e-mail. The order confirmation is an official receipt for your purchase. In the order confirmation, you can see the ordered products, the number of pieces, the total amount of your order and also the VAT.

 

Having problems paying for your order?
If the ordered products still appear open in the shopping cart, the verification or return to the online store's checkout has possibly failed after the payment has been made. This can be due to e.g. from a interrupted internet connection. In a problem situations, please contact our customer service so that we can verify the orders payment situation. Please do not place a new order before this, so that double orders will not be made.

 

Can I add or remove products from the order afterwards?
Unfortunately, we cannot modify orders afterwards.

 

When is my order shipped?
Our warehouse is open from Monday to Friday. Orders usually leave our warehouse within 1-2 working days. Please note, that during seasons and campaigns, the processing time may be longer. Depending on the delivery method you choose, your order will be delivered to you within 2-8 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. 

 

I couldn't pick up my order on time from the pick-up point, what to do?
Shipping companies store packages for approx. 7 days.
In Posti deliveries, you can purchase more storage time via Posti's tracking link.
Uncollected shipments are automatically returned to our warehouse after the storage time has expired.
When the order has been returned and processed at our warehouse, we will send you information about the returned shipment by e-mail. By replying to this e-mail, you can request to resend the order. Please note that we process returned packages in our warehouse within about 1 week.

If the order is returned a second time, the returned order will be automatically destroyed. In these cases, Fazer may charge delivery, return and handling costs of 15 euros for any uncollected shipments.

 

What if I want to cancel or return the product?
The customer does not have the right to cancel one-time deliveries of confectionery. The Customer has the right to cancel an order concerning some product other than a confectionery they have made in the online store no later than within 14 days of receiving the ordered product. Swimwear and underwear can only be returned if the product has not been used. Please note that failing to pick up a package does not constitute an order cancellation or product return. If you want to return a package, you must first pick up the package and then follow the return instructions. Fazer may charge delivery, return and handling costs of 15 euros for any uncollected shipments. The charge is equivalent to the real costs of the delivery, handling and return of the shipment. Return instructions can be found here.

 

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!