Frequently Asked Questions
Online Store
User Account
I have forgotten my password. What should I do?
If you have forgotten your password, you can change it via the link ("Forgot your password?") on the online store's login page by entering the email address you provided when registering for the online store. You will receive a link to your email, through which you can set a new password.
Can I order without registering?
Yes, you can order from us without registering. However, registration is recommended, as it allows you to view your order history and see the processing status of your orders. You also always get free delivery to a pickup point for purchases over €100. Registration takes only a moment but makes shopping easier.
How can I register?
You can fill out the registration form here. You can also register when placing an order by proceeding to checkout and filling in all the details on the contact information form.
Ordering
How are orders delivered?
Depending on your chosen delivery method, your order will be delivered either to a Posti or Matkahuolto pickup point or directly to your home. You must always provide the recipient's phone number and email address when placing an order. Notification of arrival will only be sent electronically, either by text message or email.
Deliveries to mainland Finland:
Pickup from Posti or Posti pickup point, Posti Parcel:
The order will be delivered to the Posti pickup point you selected, from where you can pick it up after receiving an electronic arrival notification via text message or email. The shipment can be picked up from Posti or a Posti pickup point for 7 days from the arrival notification. From Posti parcel lockers, the shipment can be picked up for 7 days from the arrival notification. You can purchase additional storage time for a parcel by logging into Posti's own service. The service costs €1/day. The maximum storage time extension is 28 days. The minimum storage time extension is 5 days.
Pickup from Matkahuolto pickup point, Matkahuolto Lähellä-paketti:
The order will be delivered to the Matkahuolto pickup point or locker you selected, from where you can pick it up after receiving an electronic arrival notification via text message or email. The shipment can be picked up from Matkahuolto parcel lockers for 7 days from the arrival notification and for 14 days from a pickup point.
Home delivery, Posti Home Parcel
The recipient's phone number must always be provided when placing an order. Posti will call to arrange delivery to your specified address on weekdays between 9:00 AM and 9:00 PM. The home delivery service applies only to addresses in mainland Finland with a permanent road connection.
Posti Express Freight - home delivery with indoor carry
Posti will deliver your order to your specified address as an environmentally friendly Posti Green shipment. In larger cities, the shipment will be carried to the recipient's apartment, and the service will be completed by 9 PM. In other locations, shipments will be delivered by 4 PM, and the driver will assist with carrying items indoors. Posti will call and agree on the most suitable delivery time with you. Delivery includes unpacking from the transport packaging, removal and recycling of packaging materials. The home delivery service applies only to addresses in mainland Finland with a permanent road connection.
Where can I check my order details?
You will receive an order confirmation and delivery confirmation to your email. You can also check your order details under "Order history" in your account.
How can I track my shipment?
Once the order has been delivered, you will receive a delivery confirmation email with a link through which you can track the progress of the package.
What should I do if my ordered package has accidentally been returned?
If your shipment has been returned to our Posio logistics center because the package was not picked up in time, we will not resend the package. In this case, please place a new order. You will receive a refund for the original order once we have processed the returned package at our warehouse.
Please note, when using tracking codes, that the tracking page of the order delivery confirmation will show two codes for the shipment: an arrival code and a return code. Our online store products have a 30-day return policy, so both codes will be printed at the same time and will appear on the same tracking page. The code at the top of the tracking page indicates the status of the incoming package, and the lower one is for a possible return. Please make sure that you have checked the status of the shipment using the arrival code and not the return code.
What if the product is faulty?
If the product you ordered has a fault, please contact the online store's customer service by email at info@pentik.com or by phone at +358 (0)16 3722 272.
To speed up processing, please provide your order number to our customer service. You can find it on the delivery note that came with your shipment, in the email order confirmation, or under the "My details" link in the online service, beneath your orders.
To which countries can products be ordered?
Orders from our Finnish online store can only be placed for mainland Finland. Deliveries to EU countries are only available from our English online store https://en.pentik.com.
It is possible to order our products outside of EU countries through our Kuusamo store. You can find the products you want to order in our online store. Send your order by email to kuusamo@pentik.com, using the product codes and names found on each product card. Our Kuusamo store will contact you to confirm the order. Once you have confirmed the order, an invoice will be sent from the store, and a billing fee of €10.00 will be added to the total amount in addition to the calculated postage. Postage is determined by the weight of the products and the size of the shipment. You can ask for more information about international deliveries from our customer service at info@pentik.com or directly from our Kuusamo store.
If you are a business customer and wish to order products abroad, please contact our corporate sales: yritysmyynti@pentik.com.
Returns
Can the product be returned?
Products ordered from our online store have a 30-day return policy. Fabric by the meter are custom-made products and do not have a right of return. Fabrics are delivered in whole meters. Cosmetic packaging must be in its unopened original packaging or sealed shipping bag. Food products do not have a right of return.
You will receive a delivery note with your order. Always include it inside the package you are returning and circle the products you are returning on it. If you believe the product was faulty, please always contact our customer service first.
If you return the entire order, we will refund the shipping costs. The returned product must be unused and in its original packaging.
If you placed your order via Posti's Lähellä-paketti: Take the package to the nearest Posti service point and tell the customer service representative our return ID 606329, and the customer service representative will print a return label for you. Returns are not possible to Posti parcel lockers.
If you placed your order via Matkahuolto: take the package to the nearest Matkahuolto service point. Tell the customer service representative return ID 9522243. The customer service representative will print a return address label for you. Returns are not possible to Matkahuolto parcel lockers.
You can also return the product to Pentik stores in Finland. Please bring the delivery note that came with the shipment. If you wish to exchange the product for another (for example, a different color or a completely different product), you can do so in the store. In this case, we will process the return to the original payment method used in the online store, and you will pay for the product/products at the checkout using the store's payment methods.
It is not possible to exchange products ordered from the online store in the online store; in this case, the product/products must be returned, and a new order placed.
Return address:
Pentik Oy / Webshop
Maaninkavaarantie 11
97900 POSIO
Email: info@pentik.com
Discount codes
Where can I get a campaign code?
A campaign code can be obtained in connection with a campaign, from a partner, or for example, through a newsletter.
How is a campaign code used?
Codes are campaign-specific. The campaign code is entered into the designated field at the online store checkout. The discount will be applied to the order's total sum.
Products
Where can I check product availability in store?
The availability of products presented in the online store can be checked on the product card of the specific product. The link "Check availability in store" can be found on the product page below the "Add to cart" button. You can use your browser's location feature or type the name of the locality you want to check product availability for into the search field. Our stock levels are not fully real-time. Stock information is updated approximately every hour and does not account for, for example, customer reservations at the store. Please contact the store by phone to confirm current availability, especially if the stock level shown in the online store is low.
Can all products be purchased from the online store?
The online store sells most of our product selection. However, not all products can be purchased online. For example, unique furniture and unique ceramic pieces from Pentik Studio are only available in stores. Second-quality ceramics are sold only in Outlet stores. The product selections and prices of the online store and physical stores may differ.
Why has the product been discontinued?
Annually, we design collections for the spring, summer, autumn, and Christmas seasons. We design smaller collections for Easter. Alongside the seasonal collections, there is a comprehensive basic product range. Our product selection is thus continuously updated.
Our seasonal products are sold during their respective seasons, and with updates to our basic collections, the production of some products may be discontinued. The product ranges and prices in the online store and physical stores may differ.
Are Pentik Studio ceramic products suitable for food?
All our ceramic dishes are suitable for food and can be safely used in electric, baking, and microwave ovens, as well as washed in a dishwasher. Pentik ceramic dishes have been tested by SGS Inspection Services Oy according to regulations 165/2006 and 268/1992. The methods have confirmed that nothing leaches from the dishes or from the glazes or colors used on them, and that they do not contain lead (bPd) or cadmium (Cd).
Do ceramic products withstand oven/dishwasher/freezing?
All our ceramic dishes are suitable for food and can be safely used in electric, baking, and microwave ovens, as well as washed in a dishwasher. However, rapid temperature changes affect the durability of the dishes. Ceramic dishes also withstand the freezer. However, it should be noted that a ceramic dish filled with liquid is not freezer-safe, as liquid expands when it freezes. Ceramic dishes should also not be moved directly from the freezer to a hot oven, as the dish will be exposed to too strong a temperature difference if it contains frozen food. Ceramic dishes should not be placed on a cold, damp, or steel surface; instead, it is best to place the dish from the oven onto a wooden surface.
How can I repair a broken antler on a silver-plated reindeer?
We recommend a jeweler or a workshop specializing in small metalwork to repair a broken antler on a silver-plated reindeer. It is possible that some of the silver plating may come off the antler during repair. The reindeer's material is silver-plated brass.
• If the reindeer model has blue glass eyes, the eyes must be removed for the repair.
• A hole is drilled into the antler and the reindeer, and a pin is inserted between them (to withstand stress).
• The parts are soldered together.
• Finally, the joint is sanded, and the seams are cleaned.
• The eyes are put back in place.
Pentik Oy is not responsible for the costs of the repair, the outcome of the repair, or any errors that may occur during the repair.
How can I clean or polish silver-plated reindeers?
The reindeers are made of silver-plated brass and their surface is lacquered. The surface of the reindeers will patinate over time, as silver tends to do. We cannot recommend silver polishing agents for cleaning the reindeers, as there is no guarantee of how the polishing agents will behave and what the end result will be. The reindeers should be allowed to patinate over time.
If you wish, you can try silver cleaning cloths (e.g., "Silver duster"). In our experience, the Hagerty brand cleaning cloth has worked well and can be used to gently polish reindeers. You can inquire about cleaning cloths at jewelers, for example. Pentik cannot guarantee the success of the cleaning, meaning cleaning is done at your own risk.
Can fabrics be purchased from the online store?
Fabrics can be purchased by the meter from the online store (1m = 1 unit, so add the desired number of meters as units to the shopping cart). Fabrics are custom-made products and do not have a return policy. Some fabrics are only available in stores.
Can I buy a gift card from the online store?
You can purchase a digital gift card from the online store, which can only be used as a payment method in Pentik's online store. The gift card will be delivered to the subscriber via email, from which it can be forwarded to the recipient or printed as a PDF. You can buy a gift card from our stores, which is valid as a payment method in Pentik's own stores and outlet stores. Gift cards are valid for two years from the date of purchase. Read the terms and conditions for gift cards here.
Pentik Club
I have lost my Pentik Club plastic card/mobile card, how do I get a new one?
Club membership is now completely cardless and even easier, meaning you no longer need a plastic membership card for identification. Plastic cards were phased out in 2022.
You can identify yourself at our stores at the checkout with your phone number and/or email address.
