Cancellations and returns

Online orders come with a 14-day right of withdrawal from the day you receive your order. You don't need to give a reason. The easiest way to cancel is in your customer account: log in with the email address you ordered with and you will receive a login code by email. You don't need to create an account in advance.

Cancel your order here Contact us

How to cancel your order

Log in to your customer account with the email address you used for your order.
Open the order and choose Cancel (if the order hasn't been shipped yet) or Return items. Select the products you want to cancel.
You will receive an email confirming that we have received your request.
If the order has already been shipped, we will email you return instructions and, if needed, a Matkahuolto return code.
Send or bring the products back within 14 days of your cancellation notice. If you send them by post, keep the shipping receipt.

You can also cancel by email at vaino@kirjalan.fi. Tell us your name, the order number and the products you are cancelling. A ready-made cancellation form is in section 7 of our refund policy.

Simply returning the parcel without notice, or not collecting it, is not a cancellation.

What can be returned

Yes: unopened coffee, tea and syrups in sealed packaging, unused coffee equipment and other products, an unused gift card, and a gift box if all packages are unopened.
No: coffee or tea whose packaging has been opened, because for hygiene reasons it cannot be resold.
No: Coffee with your own photo and Coffee with your own label or logo, because they are made to your specifications.

You may examine a product just as you would in a shop. If it has been handled more than is needed to check its quality and features, we may deduct the loss in value from the refund. Purchases made in our café have no right of withdrawal, as it only applies to online orders.

Return address and return costs

Return products by post to:
Kirjalan Kahvipaahtimo Oy
Pihlasniementie 53
52330 Heimari, Finland

You can also bring your return to our café at Nuijamiestenkatu 21, Mikkeli, during opening hours. Please bring your order number.

With a Matkahuolto return code: if we have sent you a Matkahuolto return label, you can drop the parcel off at any Matkahuolto parcel locker. Enter the code shown on the return label on the locker screen and a door will open. Put the parcel in and close the door. Keep the return label or a photo of it until we have confirmed the return.

You pay the return costs yourself, unless the product is faulty or incorrect. Pack the products well, preferably in the original packaging.

From EU countries (e.g. Sweden and Estonia): choose a service with tracking.
From Åland and outside the EU (e.g. Norway, the United Kingdom, Switzerland): mark the parcel Returned goods and include the order number so that no customs duty is charged. Ask us for instructions before sending.

Refunds

We refund the money within 14 days of your cancellation notice at the latest, to the payment method you used, so we don't need your account number. We may wait until we have received the products or you have shown that you have sent them.

If you cancel the whole order, we also refund the shipping costs up to the price of the cheapest delivery method we offer.
If you return part of an order, shipping costs are not refunded. If the order falls below the free shipping threshold (€59) after the return, we deduct the normal shipping fee (€5.90) from the refund.
For orders delivered abroad, we cannot refund customs duties or import taxes paid in the destination country. You can usually reclaim them from your own country's customs.

Faulty or incorrect product or transport damage

In this case do not cancel the order. Instead, email vaino@kirjalan.fi. Tell us the order number and attach a photo of the product and the packaging. For coffee, please also tell us the roast date printed on the side of the bag. You can choose whether we send a new product or refund your money, and we pay the return costs. An opened coffee bag is fine too if it has a quality defect.

If the parcel is clearly damaged when you collect it, ask the pickup point to note it or take a photo straight away, and let us know within 14 days.

Uncollected parcel

An uncollected parcel is not a cancellation notice. If you don't want your order, cancel it in your customer account or let us know. When an uncollected parcel is returned to us, you can choose:

we send it again once you pay for a new delivery (€10 in Finland), or
we refund your payment minus the actual delivery and return costs (€10 in Finland).

Because coffee should be fresh, we keep a returned parcel for 14 days.

Coffee subscription

There is no commitment with a coffee subscription. You can change, pause or end it at any time in your customer account or by email before the next charge. You have a 14-day right of withdrawal for the first delivery. Full terms: Subscription terms.

Full terms

This page is a summary. All the details, the cancellation form and how to resolve disputes are in our refund policy. See also our shipping policy.

Frequently asked questions

Do I need a customer account to cancel an order?

No. Log in with the email address you ordered with, and you will receive a login code by email and see your orders.

Can I cancel just part of my order?

Yes. Just select the products you want to cancel in your request.

My order has already been shipped. Can I still cancel it?

Yes. Make your request within 14 days of receiving the parcel, and send or bring the products back following the return instructions.

Can I return an opened bag of coffee?

Not if there is nothing wrong with the coffee, because an opened food product cannot be resold. If the coffee has a quality defect, contact us and we will put it right.

Can I bring my return to the café?

Yes. Bring it to our café at Nuijamiestenkatu 21, Mikkeli, during opening hours, and bring your order number. Make your cancellation request first in your customer account or by email.

I received a Matkahuolto return code. How do I use it?

Take the parcel to any Matkahuolto parcel locker and enter the code shown on the return label on the locker screen. A door opens and you can leave the parcel inside. Keep the return label until we have confirmed the return.

How quickly will I get my money back?

Within 14 days of your cancellation notice at the latest. We usually process a return on the next business day after it arrives.

I live abroad. How do I return?

The right of withdrawal is the same in all EU and EEA countries. Send the parcel with tracking. From Åland and outside the EU, mark the parcel "Returned goods" and ask us for instructions before sending.