Terms and Conditions

Fazer Store Terms and Conditions
02.12.2024

 

  1. General

These terms and conditions apply to Fazer Confectionery Ltd. (“Fazer”) and a user of the online store (“Customer”) when the Customer buys products in the Fazer online store at www.fazer.com (or its sub-addresses fi.fazer.com, en.fazer.com or se.fazer.com). By buying products in the online store the Customer accepts these terms and conditions and agrees to comply with them.

Fazer reserves the right to change these terms and conditions by announcing the changes in the online store. The Customer accepts the currently valid terms and conditions when conducting transactions in the online store.

In addition to these terms and conditions, the online store is subject to the general terms and conditions applicable to Fazer’s web services.

  1. Online store’s customer service

Fazer Confectionery Ltd. (Business ID 0728786-8) / Logitri (warehouse)
Visiting address: Högberginhaara 10 04360 Tuusula Finland
Email: fazerstore@fazer.com

  1. Administrator of online store

Fazer Confectionery Ltd. (Business ID 0728786-8)
Visiting address: Fazerintie 6, 01230 Vantaa, Finland
Postal address: P.O. Box 4, 00941 Helsinki, Finland

  1. Transactions in the online store and personal data

The Customer must be 18 years of age to place orders in the online store. The Customer can place an order by logging in to the online store with a My Fazer account or by ordering without registration by providing the necessary details requested. Learn more about My Fazer terms and conditions here.

To place orders, the Customer must also have a working email address and phone number and provide the details requested. The Customer is responsible for ensuring that the data they provide to Fazer is accurate and up to date.

In its capacity as the controller, Fazer processes Customers’ personal data as permitted and obligated by the currently valid legislation applicable to the processing of personal data. If a Customer has placed a product in the online store's cart, filled in the contact information and clicked "Continue to shipping", but rejects the cart's contents without making a payment, Fazer will process the Customer's personal data in order to send a service message, i.e. a reminder of the uncompleted purchase. Further information about the processing of personal data is available in Fazer’s Privacy Statement.

  1. Ordering

The online store allows one-time orders of products (“One-Time Order”). Some products may also be ordered in periods so that the products are delivered to the Customer at regular intervals determined by Fazer (“Order Period”). Prior to agreeing on an Order Period, the Customer is advised to check the delivery cycle and the date of the first delivery. A fixed-term order ends at the close of an Order Period. Standing orders end when the Customer cancels their order.

The products are ordered by adding them to the shopping basket in the online store and paying for them in the online store’s checkout. The Customer is advised to check the contents of the shopping basket before submitting the final order. An order subject to a payment obligation binding on the Customer is generated when the Customer submits their order in the online store. Following this, the Customer will receive an automatic confirmation of their order and the valid terms and conditions of agreement in the email address they have provided. Fazer has the right for a justified reason not to accept an order or a part thereof despite the dispatch of a confirmation message.

The online store may also offer products whose exact content has not been defined (such as Novelty Boxes, which contain Fazer’s new products). The Customer understands and accepts that they may not be aware of the precise content of such products beforehand.

Online store products have at least one month of shelf life (best before -date) remaining, except for outlet range items which may have a shorter shelf life.

  1. Availability

Fazer aims to ensure that the online store provides accurate and up-to-date information about products, but cannot guarantee the correctness of the information or the availability of products. Some of the products on sale in the online store are what are referred to as seasonal products, which are available only for a limited period of time. A product displayed in the online store may also be temporarily out of stock or sold out.

It is possible that the availability of a product displayed in the online store and shopping basket changes prior or subsequent to the payment transaction. Fazer will contact the Customer in the event that Fazer is temporarily or entirely unable to deliver the ordered product. If the product cannot be delivered at all and the Customer does not wish to have a replacement product, Fazer reimburses the Customer for the sum total of the order.

  1. Prices

    The product prices shown in the online store are retail prices valid until further notice or for a separately mentioned period of time (such as campaign prices and discounts). All prices include VAT and all payments are charged in EURO currency. When ordering to a country outside of EU the price does not include VAT.

The prices of the products do not include shipping costs or any other possible handling or additional costs, which will be shown separately in the online store’s checkout prior to the approval of the order. The same itemisation will also be shown in the order confirmation sent to the Customer. The prices displayed in the online store are valid only in the online store at the address www.fazer.com (or its sub-addresses fi.fazer.com, en.fazer.com and se.fazer.com). Fazer does not guarantee same prices at its shops, cafés, restaurants or other online stores. Fazer reserves the right to make changes to prices and costs, although in such a way that the changes have no effect on orders already made. If the online store displays an incorrect price which differs from the true price to a significant degree or is exceptionally low in comparison to the general price level, the price displayed incorrectly is not binding on Fazer.

  1. Payment

The Customer can pay for their order in the online store through one of the payment options available for them. The payment options are determined according to the contents of the Customer’s shopping basket.

One-Time Orders are charged from the Customer at the time of the purchase. Deliveries pursuant to an Order Period are charged from the Customer at agreed intervals through the selected means of payment (e.g. credit card charging). The first charge is made at the time of the order.

Any possible benefit codes offered by Fazer to the Customer, entitling them to a product or order-specific discount or free delivery, can also be used in connection with payment.

  1. Delivery

The order is delivered according to the delivery method selected by the Customer. Once the products have been packaged at Fazer’s warehouse and are ready to be shipped, the Customer will receive a delivery confirmation and a shipment tracking code in their email address. The Customer can track the shipment in the service of a delivery partner. If the Locker selected by the Customer is full, the package is send automatically to the nearest new locker/pick-up point. The new locker/pick-up point will be notified to the Customer by text message.

Products are delivered to the EU area and also to UK, Norway and Switzerland . Fazer aims to deliver the ordered products on time and within a single shipment. Fazer nevertheless has the right to deliver the products to the Customer in separate shipments. In some cases, the delivery methods may vary according to the destination country.

In deliveries 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. The customer is responsible for customs clearance costs, taxes and other charges in the destination country. Customs clearance takes place upon receipt of the parcel. If the Customer orders the products as a gift, the sender will be Fazer and the delivery will therefore not be considered as a gift. Read more about Deliveries to UK, Norway and Switzerland from here.

If the Customer fails to collect the delivered product within a set period of time from the delivery location and has not informed Fazer of their intention to exercise their right of cancellation, Fazer is entitled to charge a fee from the Customer equal to its delivery costs, return costs and other possible costs incurred in relation to the delivery.

  1. Fazer Store Gift Cards

    Gift cards are available for 15, 25, 50 and 100 euros.

The gift card is valid for 6 months from the date of purchase and can be used as a payment method in Fazer Store's online store. The gift card can only be used in the Fazer Store online store in which the card was purchased (at sub-addresses: fi.fazer.com, en.fazer.com or se.fazer.com). The gift cards cannot be used in other Fazer’s stores or Fazer Cafes.

Once the gift card has been paid, it will be sent to the email address provided by the Customer. If the Customer purchases gift cards only, no shipping costs will be charged.

The gift card is a valuable document that must be stored carefully. The gift card cannot be exchanged for cash and if lost or stolen, the card will not be replaced. The gift card cannot be reloaded. No discount/benefit codes can be used to purchase a gift card. More than one gift card can be used as payment for an order. The gift card cannot be used as payment for another gift card. If the gift card is handed over to another person, it is the Customer's responsibility to provide information on the terms of use related to the gift card.

The value of the gift card will be deducted from the total amount of the order, and the gift card will be debited at the time of payment. If the gift card’s value is higher than the value of the order, the final balance will remain available for later purchases. If the value of the order is higher than the value of the gift card, the difference remains to be paid by the Customer. You can check the valid balance and period of validity of the gift card at Fazer's customer service or via a link in the email.

  1. Right of cancellation

The Customer is not entitled to make a complaint with regard to a product defect which resulted from Fazer delivering the product, according to the customer's instructions, to an address, the circumstances of which do not fulfil the recommendations set on the shelf-life of the product (for example, delivery of a product to a mailbox in the summer). Thus, it is the Customer's responsibility to transfer the product as soon as possible after the delivery to appropriate storage facilities.

11.1 One-time deliveries of confectionery

The Customer does not have the right to cancel one-time deliveries of confectionery.

11.2 Order Period, i.e. fixed-term order

The Customer has the right to cancel an agreement concerning an Order Period they have made in the online store no later than within 14 days as of receiving the first delivery of the Order Period. However, for health and hygiene reasons, the right of cancellation cannot be exercised if the product has been opened.

11.3 Products other than 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. However, the right of cancellation cannot be exercised if the product in question has been made or modified according to the Customer’s requirements (a Personalized product). Swimwear and underwear can only be returned if the product has not been used.

11.4 Procedure when exercising right of cancellation

If the Customer wishes to cancel an order, the Customer must return the product to Fazer and fill in and enclose the cancellation form. Any products received for free when placing the order must be returned if the product that entitled you to the free product is returned.

The use of the right of cancellation requires the product to be in its original package and re-saleable and the product or its package not to bear signs of use. Swimwear and underwear can only be returned if the product has not been used. If the returned product has been used contrary to the Customer’s statutory duty of care, Fazer has the right to charge the reduction in value all the way up to the product’s full price. As mentioned above, should the order pertain to a fixed-term order of confectionery (Order Period), there is no right of cancellation at all if the product has been opened, due to health-related or hygienic reasons.

Products cannot be exchanged. If you want to change a product you have ordered, you must return the product to Fazer Store. Customer can then place an order for another product. The products are sold at the prices that are valid at the time of purchasing. If the original order included discounted products and the offer is no longer valid when placing a new order, the items in the new order will be priced according to the price list valid at the time of the new order.

Fazer is responsible for the delivery costs attributable to the return of cancelled orders, provided that the Customer has used the return method determined by Fazer.

Fazer reimburses the value of the cancelled products through the means of payment used by the Customer. The value of the cancelled products is reimbursed to the Customer’s account no later than within 14 days of the arrival of the cancellation notice. Fazer may withhold the return of payments until it has received the cancelled product or until the Customer has proved that they have returned it. The Customer must always notify Fazer Store’s customer service of the cancellation by sending an email to fazerstore@fazer.com. Returning the product or not collecting it is not enough. Notice of cancellation must be given. 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. The Customer must demonstrate, as necessary, that the cancellation notice was made as described above. The Customer may also notify the Fazer Store's customer service of any cancellation before the goods are delivered.

  1. Checking of products and complaints

Fazer is responsible for any product defects in accordance with the currently valid, applicable legislation. Once the Customer receives the delivery, they must check, without delay, that the delivery contains the products they have ordered and that the products are free of defects. If the Customer notices a defect in the delivery or product, they must immediately inform Fazer’s customer service of the defect. Any products subject to a complaint must be kept until the complaint has been handled or returned to Fazer, at Fazer’s request.

The Customer is not entitled to make a complaint with regard to a product defect which resulted from Fazer delivering the product, according to the customer's instructions, to an address, the circumstances of which do not fulfil the recommendations set on the shelf-life of the product (for example, delivery of a product to a mailbox in the summer). Thus, it is the Customer's responsibility to transfer the product as soon as possible after the delivery to appropriate storage facilities.

  1. Force majeure

Fazer is not liable for a delayed delivery or other breach of agreement attributable to force majeure.

  1. Governing law and place of jurisdiction

These terms and conditions are subject to Finnish law, with the exception of its conflict rules, unless otherwise required by the mandatory legislation of the Customer’s domicile.

The parties shall attempt to settle any disputes arising from these terms and conditions or the application thereof primarily through negotiations. If the negotiations do not lead to a settlement, the disputes are settled in the District Court of Helsinki, Finland. However, the Customer may refer the dispute to the district court of their domicile or other body handling consumer disputes in their domicile. In Finland, this body would be the Consumer Disputes Board. Prior to referring the matter to a court of law or some other body settling consumer disputes, the Customer is advised to contact the consumer advisory services of their own country.

In addition, the Customer has the right to seek a settlement outside a court of law for a dispute concerning a purchase they have made online through the Online Dispute Resolution (ODR) forum maintained by the European Commission. For further information on the ODR, go to:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage