Effective from 1 June 2026
Updated 22 September 2026

Products purchased from the Papu Design online store must be returned in accordance with the terms and instructions below.

Products purchased from the online store cannot be returned to retailers. Customers have a 14-day right of return under the Finnish Consumer Protection Act.

The right of return for physical products ordered from the Papu Design online store only applies to unused products in saleable condition that have been properly folded and packed. The original hang tags must be attached to the products. We do not accept returns that are stained, used or, for example, contain pet hair.
Please inspect the product as soon as you receive it, even if you won't be using it straight away. Please also always try the product on before washing it for the first time. Washed products cannot be returned.

Please note that hygiene products cannot be returned. Such products include, but are not limited to, underwear, creams, lotions, earrings and hairbrushes.

Digital products have a 14-day right of return if they have not been used in whole or in part. You can request a return of a digital product by email at info@papudesign.com. Please specify in your request as precisely as possible which product it concerns. When a digital product is returned, the related credit code is cancelled.

A handling fee of €5 per item is charged for all returns, whether the whole order or only part of it is returned. Shipping fees (postage) are not refunded.

Returns are processed within 10–15 business days. Once the return has been approved, the refund is paid to the original payment method.

Returns from Finland

A handling fee of €5.00 per item is charged for all returns in Finland and is deducted from the refund. Fill in the return form included in the parcel. Pack the return form and the product(s) neatly for return.

Returns are made using the Matkahuolto customer return code:
Write our address details and customer return code on the parcel and take it to a Matkahuolto service point. The return code is 9528048. Please note that the return code only works at service points, not at parcel lockers.

Please note that the recipient cannot collect return parcels from a parcel locker or service point, so returns must be sent with delivery to the address (home delivery) if you do not want to use the return code. Returning with the return code is free of charge, but the costs of a return you have paid for yourself cannot be refunded to the customer.

Return address (delivery to the address only, not to a parcel locker or service point)

Asiakaspalautus
Papu Design Oy / Storia Oy
Hakakalliontie 10
05460 Hyvinkää
Finland

Returns from outside Finland

A handling fee of €5.00 per item is charged for all returns from outside Finland and is deducted from the refund. The Matkahuolto return code only works in Finland, so please send your return at your own cost using a tracked shipping method of your choice. Return shipping costs are not refunded.

Fill in the return form included in the parcel, or add a note with your order number, name, email address and phone number. Pack the return form and the product(s) neatly and send them within 14 days of receiving your order to:

Asiakaspalautus
Papu Design Oy / Storia Oy
Hakakalliontie 10
05460 Hyvinkää
Finland

If you are returning from outside the EU (e.g. Norway), please mark the parcel as returned goods so that no import duties are charged on it.

IF A PRODUCT IS RETURNED TO PAPU GROUP OY BY ANY OTHER MEANS, THE SENDER IS RESPONSIBLE FOR THE RETURN COSTS, WHICH WILL NOT BE REFUNDED TO THE CUSTOMER.

Keep the receipt for your return shipment until you have received your refund or confirmation that the return/exchange has been fully processed. If a return shipment is lost in transit, Papu Group Oy is not obliged to refund products that have not arrived back at the company as a return, unless the customer can prove that they sent the products back. The receipt for the return shipment serves as proof of return if the parcel is lost.

Refunds for campaign products

If a product was purchased during a discount code campaign and you forgot to use the discount code at checkout, we will not refund the discount to the order afterwards. All orders are always processed at the price that was valid at the time the order was placed. So please remember to add the discount code before paying.

If you wish to return products purchased during a "buy 3, pay for 2" or similar campaign, we will refund them as follows: if you return the product you received free of charge, it will not be refunded, as it was not charged. If you return the paid product (or products) but keep the free product, the offer is cancelled and you will have to pay the original price of the product you received free of charge. In that case, we refund the difference between the price of the free product and the return.

The benefit of free shipping offered during campaigns is cancelled if you return part of your order and the value of the remaining products falls below the minimum amount for free delivery. In that case, the cheapest equivalent shipping fee is deducted from the refund amount in addition to the return handling fee.

Uncollected parcels

Failing to collect an order is not a product return. Please note that PostNord usually holds a parcel for about 7 days, after which it is returned to the sender. It is the customer's responsibility to make sure the parcel is collected from the pickup point on time. The order is refunded to the original payment method. We charge a handling fee of €10 for an uncollected order. A parcel returned from the pickup point will not be resent to the customer.

Exchanges

Products purchased from our online store cannot be exchanged. If you want to change the size or colour of a product, or exchange it for a different product, please return the product and place a completely new order.

Complaints

If we have delivered a faulty or incorrect product, please contact us at info@papudesign.com. In the case of complaints, we cover both the return costs and the costs of sending a new replacement product. A faulty product must be reported within 14 days of receiving it.