The refund method depends on the payment method of the order. When a paid order is cancelled in full or in part before delivery, or you return the product you ordered after delivery, we will issue a refund for the order.
For prepaid, cancelled orders or products removed from an order, you will generally receive the refund immediately.
Below are the refund instructions for different payment methods:
When you cancel an order paid via online banking before delivery, the refund is made to the customer account immediately when the order is cancelled in full or products are removed from the order. You can return the money to your bank account via account management, or use the amount to pay for another order by selecting online banking as the payment method.
Refund process:
- Log in to account management and open Customer Details, then the Payment Information tab ➡️
- Fill in your IBAN-format account number in the open field and finally click the Pay back button.
- The amount will be paid to the specified account within 1-3 business days from when you have made the refund request in your customer account.
- The amount will not be refunded without a refund request.
When you cancel an order paid by payment card before delivery, the pre-authorisation on the card will be automatically released within 1-3 weeks depending on the bank and card type. The release of the pre-authorisation does not appear separately in the account transactions, but the amount is freed up for use again.
Please note that if a product has been removed from the order and other products remain, the actual amount of the order will only be charged when the order is processed by us, i.e., when the order is forwarded for delivery. At this stage, the excess pre-authorisation amount, i.e., the portion for the removed product, is removed from the card.
If you cancel an order paid with MobilePay before delivery, the pre-authorisation made to your payment card will be automatically released within 21 days. Often the pre-authorisation is cancelled immediately. The exact timing of the release depends on your bank and the type of payment card linked to your MobilePay.
Please note that the release of the pre-authorisation does not appear as a separate transaction in your account details. Instead, the reserved amount is returned to your card and is available for use again. However, the MobilePay transaction log may still show the pre-authorisation even after it has been removed from your bank’s system.
If a single product is removed from the order and other products remain, the final total amount of the entire order will be charged only when the order is delivered. In this case, any excess pre-authorisation – i.e., the portion for the removed product – will be automatically removed from your card.
When an order is cancelled, the gift card balance is returned to the gift card.
The invoice is automatically cancelled when the order is cancelled. If some products are removed and other products remain on the order, the invoice will be updated to the correct final amount when your order is shipped or collected from the store/warehouse.
Cash payments can be refunded in cash (in-store only), to the customer account, gift card, or bank account when you cancel the order before delivery.
Why did I receive a message about order cancellation?
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The customer has cancelled the order themselves
The order has been cancelled via the customer account or cancellation has been requested from customer service. Messages regarding the order are also sent to the delivery address, which may cause questions about the cancellation. If you did not place the order yourself, please contact the person who placed the order.
Orders are also automatically cancelled without the customer's request for the following reasons:
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The order was not collected from the store
Pick-up orders can be collected from the store and Vantaa pick-up warehouse within seven days of receiving the pick-up notification. If the order is not collected on time, the order will be automatically cancelled. -
Payment for the order failed
If the order is not paid when confirming the order or the payment fails, we send a reminder email about the unpaid order and inform the date when the order will be automatically cancelled. Unpaid orders are also saved to your customer account and order confirmations are sent for them-
You have accidentally made multiple orders and the unpaid order has been cancelled. It is possible that you have unknowingly made multiple orders for the same product but paid only for one. We send order confirmations for all orders even if you have paid for only one, and automatically cancel the unpaid orders. This often happens by accident and the customer has not noticed that there is already a previous order for the same products because its payment was left incomplete.
By logging into your customer account, you can see all your active orders ➡️ - The credit application for the order has been rejected, meaning there is no valid credit decision for the order. We also confirm orders whose credit application has been rejected by the credit provider. The order is automatically cancelled if the payment method is not changed and the order remains unpaid.
- No pre-authorisation has been made on the payment card, meaning the card payment did not succeed when placing the order. We also confirm orders whose pre-authorisation has failed. The order is automatically cancelled if the payment method is not changed and the order remains unpaid.
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You have accidentally made multiple orders and the unpaid order has been cancelled. It is possible that you have unknowingly made multiple orders for the same product but paid only for one. We send order confirmations for all orders even if you have paid for only one, and automatically cancel the unpaid orders. This often happens by accident and the customer has not noticed that there is already a previous order for the same products because its payment was left incomplete.