Refund policy
You have 14 days from the date of receiving your order to return items purchased from our online store.
As a small Finnish business, we unfortunately cannot offer free shipping or free returns. In addition to the original delivery fee (€4.90–€7), we charge a €5 return fee for returns made through our courier partners (Matkahuolto, DSV or Budbee). Returns to our physical stores are free of charge. We greatly appreciate your understanding and your support of small Finnish businesses.
Returned items must be unused, and all original price tags must remain attached to the items. Please complete the return form included with your order and enclose it with your return. We will refund the amount to your original payment method within 14 days of receiving your return at our premises. You will receive an email confirmation once your return has been processed.
Returns must be made through one of our delivery partners, DSV, Matkahuolto or Budbee, depending on which carrier delivered your original order.
Return Options
1. Return Your Order to Our Helsinki or Turku Store (Free of Charge)
DOTS Helsinki
Address: Fredrikinkatu 30, 00120 Helsinki, Finland
Telephone: +358 50 439 3597
DOTS Turku
Address: Linnankatu 9–11, 20100 Turku, Finland
Telephone: +358 50 345 3660
2. Returns via Budbee
a. Complete the return form included with your order and enclose it with your return. You can also print the form here. You do not need a separate return label.
b. Register your return. Open the Budbee app or the tracking link you received by text message. Find the order you wish to return and select “Book a return”. Choose the return method that suits you best.
Return via a Budbee Box parcel locker
Select a Budbee Box parcel locker that is convenient for you and book your return. You will then receive a PIN code to open the locker reserved for your return.
Once booked, the locker will remain reserved for one hour. If you do not reach the locker within that time, your reservation will be cancelled automatically. If this happens, you can immediately book a new time.
Home collection (available if your order was originally delivered to your home)
Choose a suitable collection time through the Budbee app or the tracking link you received by text message. Budbee will collect your parcel at the selected time.
The €5 return fee will be deducted from your refund when your return is processed.
3. Returns via DSV
a. Complete the return form included with your order and enclose it with your return. You can also print the form here.
b. Drop off your parcel at a DSV service point. You can find service points here.
c. Use the original shipping label. The return is made using the same address label that was used to deliver the parcel to you.
d. Keep your shipping receipt in case the parcel is lost.
The €5 return fee will be deducted from your refund when your return is processed.
4. Returns via Matkahuolto
a. Complete the return form included with your order and enclose it with your return. You can also print the form here.
b. Drop off your parcel at your nearest Matkahuolto service point. You can find service points here.
c. Write the DOTS return code 9539995 on the parcel.
d. Keep your shipping receipt in case the parcel is lost.
The €5 return fee will be deducted from your refund when your return is processed.
Exchanges
If you wish to exchange an item, please place a new order through our online store.
Order Cancellation
You can cancel your order before it has been processed. You can cancel your order on the order status page or through your customer account.
If your order has already been processed or dispatched, it can no longer be cancelled. In this case, the items must be returned through our standard returns process.
Problems with Returns
If your return parcel is lost or damaged during transit, please contact the carrier you selected.
Unclaimed Parcels
For unclaimed parcels, we charge the delivery costs associated with both the original shipment and the return shipment.
Faulty or Incorrect Items
If you have received a faulty or incorrect item, please contact our customer service team:
Telephone: +358 50 439 3597
Email: dots@dots.fi
Instructions for Returning a Faulty or Incorrect Item
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Include a description of the faulty item in the parcel.
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Send the parcel via Matkahuolto using the return code 9539995.
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Provide your contact details to the carrier when sending the parcel.
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Return address: DOTS, Fredrikinkatu 30, 00120 Helsinki, Finland.
Our claims policy covers manufacturing and material defects. DOTS is not responsible for damage caused by normal wear and tear, improper handling or failure to follow care instructions. In such cases, DOTS reserves the right to reject the claim.
For valid claims, we will reimburse the customer for the return shipping costs incurred.