• Frequently asked questions

Frequently asked questions

• Our Contact Information

SF-Fennica Oy / Mökkimies.com
Sulankaari 8, 13
04320 Tuusula
FINLAND
Phone: +358 10 525 1826

info@mokkimies.com - you can send all your questions and requests for further information or product-related help here. All customer service is handled through this email address.

• How to search for products?

There is a product search at the top right corner of the page. Enter the name or part of the product you are looking for into the search field, and the predictive search system will start suggesting products quickly. The search lists all products that contain your keyword and even tries (with some AI) to find exactly what you are looking for. If you type the exact product name, you will only get that specific product as the search result.

• How to subscribe to the Mökkimies.com newsletter?

In the bottom right corner of the page, there is a field where you can subscribe to our newsletter. Enter your email address in this field and click the envelope icon. After this, you will be subscribed to our information channel. You can also subscribe to the newsletter when placing an order - there is a checkbox for this on the order form. You can also join our newsletter by clicking here. Join us - subscribe to our newsletter and get the best deals directly to your email!

• I have seen a product that I can't find anymore

If we are unsure about the availability of a product or if it will take unreasonably long, we may hide certain products until the availability is confirmed. It may also be a product that has been permanently discontinued. You can inquire about missing products by sending an email to info@mokkimies.com or by calling our customer service at 010 525 1826 (10:00 - 16:30).

• Has my order been shipped?

All products marked as IN STOCK are usually shipped on the same day if the order is placed before 13:00. As soon as your order is processed in our warehouse, you will receive a message with a tracking number and shipping details.

If you ordered products that are currently out of stock, shipping may take a bit longer. In such cases, the delivery time is usually 7-14 days, so please be prepared for this. In general, all our orderable products are in the Tuusula warehouse and are shipped within 1-2 days. You can always inquire about availability by sending an email to info@mokkimies.com or calling our customer service at 010 525 1826 (10:00 - 16:30).

• Shipping Costs

Orders over €150.00 are delivered free of charge to your nearest pickup point.

All orders shipped via Posti or Matkahuolto will automatically have a €4.90 shipping fee. If you order with cash on delivery or by invoice, an additional fee depending on the payment method will be added. Cash on delivery orders have an additional €5.00 service charge. You can also choose to pick up your order from our pickup store. The pickup point is located at Sulankaari 8, Tuusula. No delivery or additional fees will be charged for pickup orders. You can also shop on-site - we have all our online store products available in our Tuusula store.

• How do I return a product?

Customer return instructions can be found in full on our Returns page.

Download the return form (PDF file), fill it out, and attach it with the original invoice. Pack the product the same way as it was when it arrived, include both the return form and a copy of the invoice, and take the package to either Posti or Matkahuolto service point. At the counter, depending on the service, say it's a customer return and give the return code: POSTI (635987) or Matkahuolto (9519848). That's enough, and the package will be returned to us.

If you can't print the PDF file, you can also write a free-form note to be sent with the return.
-> Read our complete return instructions here.

• Have you received my returned products?

Customer returns may take a few days to arrive. We process all returns quickly and handle any warranty replacements or refunds directly to the customer's account.

• Do you have a physical store?

Yes, we have a store attached to our warehouse. You can visit us and purchase products directly from the counter.

If you want to pick up your order from our warehouse, it costs you nothing and you get your goods immediately. Place the order normally, select "pickup from our Tuusula warehouse" as the delivery method, pay for the order in the online store, and come to pick it up when you receive a message from us that the order is ready. You can also come directly to shop and pay here on the spot.

Pickup point coordinates:
Sulankaari 8, 13
04320 Tuusula

• What to do if there is a problem with the order?

If you received the wrong item or something is missing, contact us immediately at info@mokkimies.com or call 010 525 1826. We will resolve the issue and correct the mistake the same day.

If there is a technical problem related to the order, please contact us by email info@mokkimies.com or by phone between 10:00 - 16:30 at 010 525 1826. We also have a chat window at the bottom right corner of the page where you can leave a message. We respond to all inquiries quickly.

• I want to cancel an unshipped order

Please contact us immediately at info@mokkimies.com or call 010 525 1826 - be quick, as your order will most likely be shipped the same day you placed it.

• Is online shopping safe?

Online shopping from trusted online stores in Finland is completely safe. Finnish online banking systems are so secure that it is nearly impossible for outsiders to access sensitive information. All traffic and transactions take place on a verified and secure SSL service, which encrypts all information. You can read more about security from our payment service provider Paytrail's website.

• Return Policy and Warranty

All our products have a 30-day return policy and a money-back guarantee. Product-specific warranties vary, but in general, it is 1 year from the date of purchase unless otherwise stated. The warranty does not cover normal wear and tear.

• Do you ship internationally?

We ship products internationally, almost worldwide. You will see country-specific shipping options and costs in the shopping cart when you select your destination country. For international deliveries, we use Posti Priority and UPS express services.

• Can't order with an invoice?

The customer's creditworthiness is automatically checked when placing an order, and if there are any issues, ordering by invoice will not be possible, and the order will be automatically canceled. In this situation, we recommend trying another payment method.

• I don't want to order through the online store

You can also place an order by phone on weekdays between 10:00 - 16:30. Our customer service number is 010 525 1826. You can also order by email if automatic online shopping feels uncomfortable. Send your order to info@mokkimies.com, and make sure to include your complete delivery address, phone number, email address, and the products you want to order clearly.

Please note: Orders placed by phone and email can only be delivered by cash on delivery.

• Problems with placing an order

Make sure you are using the latest version of a popular web browser. Our website is designed to display correctly on all modern browsers. Our site uses cookies, so make sure you haven't blocked essential cookies needed for the site's functionality. Without these, for example, purchasing products from the online store or accessing secure parts of the site will not work properly. If you have problems, you can contact our customer service at info@mokkimies.com or by phone at 010 525 1826 on weekdays between 10:00 - 16:30.