FREQUENTLY ASKED QUESTIONS
How do I choose the right size?
We have a size guide next to all of our products. To choose the right size for you, it is better to check that out before ordering. When in doubt you can send email to firstname.lastname@example.org, and we will get back to you as soon as possible.
Where are R/H products manufactured?
All R/H clothes and accessories are designed in Finland, and all our garments are manufactured within the EU, currently in Portugal, Estonia and Finland. R/H bags are manufactured in Estonia and our earrings are made in Finland.
Is it possible to order by email or telephone?
In the cases specifically mentioned it is possible pre-order products by email. Send email to email@example.com and remember to add your contact information into the email. Let us know what product and in what size you want to order. Otherwise you should order products from our online store.
What payment methods do you accept?
We accept credit cards and debit cards when you choose to pay via Paytrail. You can also choose to pay with PayPal. In Finland and Åland it's possible to pay with Klarna. More information on payment methods here.
Which countries does R/H ship to?
We deliver worldwide!
How long does delivery take and how much does it cost?
We aim to dispatch all orders within 1-3 working days after the order has been confirmed, excluding holidays and weekends. During sales delivery might be delayed. Please notice that some products have their own specific delivery schedule that might take longer than the earlier mentioned dispatch time. If so, this will be noted at the product page.
We offer free shipping on all orders over 200€ within Europe. A shipping fee will be added on orders under 200€. The shipping fee variate depending on the destination country.
• Finland 6.50€ (Free on orders over 200€)
• Europe 14.50€ (Free on orders over 200€)
• Non-EU countries 30€
Please notice that possible tax / duty / customs payments depending on the destination country are not included and will not be covered by R/H.
Can I track my order?
Yes. You will get a tracking code on your shipping confirmation. If you have chosen pick-up as your delivery method then you will receive a text message once the package is ready to be picked up from R/H Shop.
EXHANGE & RETURN
Can I exchange or return my order?
You have a right to return your order within 14 days from the day you have received it. Only items that are in new, unused condition or defective items can be returned for refund. You can either exchange your items or receive a money refund for the returned item. More information on returns here.
How do I exchange or return my order?
You can find information on exchange and return here.
Product is faulty, what do I do in this case?
When you have ordered the product from our online store you should contact us via email to firstname.lastname@example.org. If you have bought the product from our Shop, you should go to the Shop and take the faulty product with you. If you have bought the produm from one of our retailers, then you should contact them.
How long does it take to get the refund?
You will get your money back within 1-2 weeks once we have received your return first. This depends also on the payment method of your choosing.
You have pick-up as a shipping option, what does it mean?
This means that you can pick up your order from R/H Shop (Pohjoisesplanadi 33, 00100 Helsinki) Monday-Friday 11-19 and Saturday 11-17. Then you will be informed via sms when your order is ready for pick-up at R/H Shop. You can choose "Pick-up at R/H Shop" as shipping option at checkout.
I chose a pick-up from R/H Shop by accident, what can I do?
If you chose to pick up your products from R/H Shop by accident just contact us via email. Inform us about the situation with your contact information and order number to this email address: email@example.com.
I have not received a message about my pick-up, what is the problem?
If you have not received a text message about your pick-up within 2-3 days of your order, then you should first check that you have put the right phone number into your contact details. You can check this from your order confirmation. If the number is correct or incorrect and you have not received a text message, just send us email to firstname.lastname@example.org.
How can I return a pick-up product?
You can return a pick-up product back to R/H Shop (Pohjoisesplanadi 33, 00100 Helsinki) or return it via post. There is a exchange and return form you need to fill out. If you have lost the exchange and return form you can print a new one here.
What can I do if a product I want to purchase is sold out?
We suggest you order a notification from our online store, so you will get an email once the product is back in stock. R/H has quite a few limited edition collection so once they are sold out, we will not restock them. If someone returns a limited edition item, you might still have a change to purchase it from our online store.
If I add a product to card, will that item be reserved for me?
No. The product will be reserved for you once you finish your order.
I have a discount code, how can I use it?
You can use the discount code just entering the code into the part that says coupon at checkout in our online store. The discount code does not apply on Gift Cards, Sale items, Outlet items, Pre-orders and Collaborations.
How can I use a gift card?
You can use your electronic gift card on our online store. Once you have added your products to card and you are ready to finish your order, you can add your gift card number into the part that says coupon.
Can I buy gift card from your online store?
Yes, you can. That is possible from here.