Frequently asked questions

 

This section will answer frequently asked questions by topic.

I have forgotten my password. What should I do?
If you have forgotten your password, you can reset it from the link on the Online Store login page by entering your email address. 

My email address has changed. How do I change it on my account?
Log in to your account and you can change the email address in the Account Information section. If you have problems logging in to your account, please contact our customer service team at info@pentik.com.

From which countries can orders be made? 
You can order products from the Online Store to be delivered to the following countries:

Austria
Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greeece
Hungary
Ireland

Italy
Latvia
Lithuania

Luxembourg
Poland
Portugal 
Romania
Slovakia
Slovenia
Spain 
Sweden 
The Netherlands 
The United Kingdom

You can order Pentik products to countries that are not listed above through our Posio store. The items available for shipping abroad are those found in the Online Store. Please email your order to  posio@pentik.com citing the product codes and names indicated in the Online Store product information. The Posio store will contact you to confirm your order. Once you have confirmed the order, the store will send you an invoice including the product price, shipping costs and an invoicing charge of €10.00. The shipping costs are determined by the product weight and the size of the shipment. For more information about ordering products to another country, please contact either our customer service at info@pentik.com or our Posio store directly.

How are the orders delivered?
Depending on the delivery option you have chosen, your order will be delivered to a Posti or Matkahuolto pick-up point or to your home address. Orders to other countries are delivered to a pick-up point or to the recipient's home address. When placing an order, you will need to provide the recipient's telephone number and email address. A notice of arrival can only be sent electronically, either by text message or email.

Deliveries to mainland Finland
Collection from Posti or from Posti Parcel Point, Postal Parcel:
Your order will be delivered to the Posti pick-up point of your choice from which you can pick it up after receiving a notice of arrival. You will receive a notice of arrival by text message or email when the parcel is available for collection. Parcels are held at Posti outlets and pick-up points for 14 days and at Posti Parcel Points for 7 days after the notice of arrival.

Collection from Matkahuolto pick-up-point, Matkahuolto Near Parcel:
Your order will be delivered to the Matkahuolto pick-up-point of your choice from which you can pick it up after receiving a notice of arrival. You will receive a notice of arrival by text message or email when the parcel is available for collection. Parcels are held for 14 days after the notice of arrival.

Home delivery, Posti Parcel to the Doorstep
The recipient's telephone number is required when placing the order. Posti will call the recipient to agree on delivery to the address provided by the customer between 9 am and 9 pm. Home delivery is possible only to mainland Finland to addresses accessible by road.

Deliveries to the European Union 
Orders are delivered either to a pick-up point by a courier or to the recipient's home address.The GLS parcel service is available in the following countries: Bulgaria, Croatia, Cyprus, Denmark, France, Greece, Hungary, Ireland, Italy, Malta, Portugal, Romania, Slovenia, Spain and the United Kingdom. These orders are delivered to the pick-up point (usually the nearest post office). The parcel will be held for 7 days, after which it will be returned to Pentik Logistics Centre in Posio, Finland.

How much is the postage and packing fee?
The postage and packing fees vary by country. The prices for each country are listed in the table below. Backorders are delivered free of charge. 

How many days does the delivery take?
The delivery times vary by country. The delivery times for each country are listed in the table below. In an exceptional situation in which an item cannot be delivered, we will notify the customer of the circumstances as soon as possible.

We deliver products to mainland Finland and to the EU countries listed below. Delivery times and prices vary by country. You can find the instructions for ordering products to countries not listed here below the table.

Country Delivery time Price and service
Austria 6-11 work days 12,90 €, Parcel to the doorstep
Belgium 6-11 work days 12,90 €, Parcel to the doorstep
Bulgaria 7-13 work days 24,90 €, Parcel to the doorstep
Croatia 7-12 work days 24,90 €, Parcel to the doorstep
Czech Republic 6-11 work days 12,90 €, Parcel to the doorstep
Cyprus 7-13 work days 39,90 €, Parcel to the doorstep
Denmark 4-9 work days 10,90 €, Parcel to the doorstep
Estonia 3-8 work days 6,90 €, Parcel to the doorstep
Finland 1-5 work days 5,90 €, Parcel. 9,90 €, Parcel to the doorstep
France 6-11 work days 19,90 €, Parcel to the doorstep
Germany 5-10 work days 10,90 €, Parcel to the doorstep
Greece 7-13 work days 39,90 €, Parcel to the doorstep
Hungary 5-11 work days 19,90 €, Parcel to the doorstep
Ireland 6-12 work days 19,90 €, Parcel to the doorstep
Italy 6-12 work days 19,90 €, Parcel to the doorstep
Latvia 3-8 work days 6,90 €, Parcel to the doorstep
Lithuania 4-9 work days 6,90 €, Parcel to the doorstep
Luxembourg 6-11 work days 15,90 €, Parcel to the doorstep
Malta 7-13 work days 39,90 €, Parcel to the doorstep
Poland 6-11 work days 12,90 €, Parcel to the doorstep
Portugal 7-12 work days 24,90 €, Parcel to the doorstep
Romania 7-13 work days 24,90 €, Parcel to the doorstep
Slovakia 6-11 work days 15,90 €, Parcel to the doorstep
Slovenia 5-11 work days 19,90 €, Parcel to the doorstep
Spain 6-12 work days 19,90 €, Parcel to the doorstep
Sweden 4-10 work days 9,90 €, Parcel to the doorstep
The Netherlands 6-11 work days 12,90 €, Parcel to the doorstep
The United Kindom 6-12 work days 10,90 €, Parcel to the doorstep

 

The delivery times may extend by up to 5 working days during sales and campaigns.

Free delivery to Finland (to a Posti or Matkahuolto pick-up point) for Online Store orders over €50.00 is offered for the members of Pentik’s loyalty program “Pentik Friends”. There is a charge for deliveries to the home address. For other EU countries, free shipment for orders over 200 euros.  Backorders are delivered free of charge.

How can I check the details of my order?
You will receive a receipt of the order by email. You can also check your order details in the My Orders section in your account. 

How can I track my order? 
You can track your order online. The confirmation email includes a link to the tracking page. You can also find the link to the tracking page from My Orders in My Account on the Online Store.

What payment options do I have?
You can pay by online banking, credit card, mobile pay or Collector Invoice/instalment service.

Why have I not received an invoice? 
Collector usually sends an invoice to a customer on the 15th of the month following the approval of the invoice. Depending on the date you place your order, it may take almost a month for the invoice to be issued.

What do I do if the product is defective?
If your order contains a defective product, please contact the Online Store customer service by email  webshop@pentik.com or telephone  +358 (0)16 3722 272.

Please have the order number at hand for a quick handling. You can find the order number on the delivery note enclosed in the parcel, in the email confirmation or in the My Orders section in My Account in the online service.

Can I return an item?
You have the right to return or exchange any products ordered from the Online Store within 14 days of the delivery. Please notice that fabrics sold by the metre are tailor-made products and cannot be exchanged or returned. All our fabrics are sold by the metre. Cosmetics and food products must be returned in their original packaging or in a sealed bag.
You will receive a pre-filled return form with your delivery. Fill in the return form and enclose it in the return shipment. If you return the complete order, we will refund the shipping costs to you. The returned products must be unused and in their original packaging.
You can return the parcel through Posti by attaching the return sticker to the parcel. Parcels delivered by Matkahuolto can be returned to a Matkahuolto service point. Please quote the return code 9522243 when returning an item.
If you need to return a parcel delivered outside Finland, please contact our customer service team at info@pentik.com. In most cases the order can be returned by asking the courier service to collect the parcel from the customer's home address or by dropping it to the courier service's pick-up point. Our customer service team can advise you of the return method according to the country of delivery.

Return address:

Pentik Oy /Webshop
Maaninkavaarantie 11
97900 POSIO, FINLAND
Email:  webshop@pentik.com

Can I buy all products on the Online Store? 
The Online Store sells most of the items in our selection of products, but there are some items that are not available for online shopping. For example, unique pieces of furniture and Pentik Studio's unique ceramics are only sold in our stores. Ceramics seconds are only available at Pentik Outlets. The selection of products and prices in the Online Store may be different from those in our stores.

Can I buy fabrics from the Online Store?
The Online Store sells fabrics by the metre. They are tailor-made products and cannot be exchanged or returned. Some fabrics are only available in our stores.

Are Pentik Studio's ceramic products suitable for food? 
All our ceramic dishes are suitable for food, and they can be used in electric, baking and microwave ovens, and they are dishwasher safe.

Can the ceramic products be used in an oven/dishwasher/freezer? 
All our ceramic dishes are suitable for food, and they can be used in electric, baking and microwave ovens, and they are dishwasher safe. They can also be placed in a freezer.

Why have some products been discontinued?
We design new collections for the spring, summer, autumn and Christmas seasons and a more limited collection for Easter. In addition to the seasonal collections, we also offer an extensive basic collection of products. This means that our product range is constantly updated.

The seasonal products are sold during the relevant season, and when we renew our basic collections, we discontinue the production of some items. The selection of products in the Online Store may be different from those in our stores.

How do I get a campaign code?
Campaign codes are provided during campaigns and through our partners and newsletters, for example.

How do I use a campaign code?
Campaign codes are campaign-specific. To activate the discount, enter the code into the designated field when placing your order. The discount will be taken into consideration in the total amount of your order.

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