Frequently Asked Questions
Answers to the questions customers ask most. Can't find what you need? Contact us at support@hellurei.fi.
How long does delivery take?
Orders are processed Monday to Friday, and most in-stock orders are processed within 1–2 business days after payment is confirmed. For delivery to Finland, standard in-stock products usually take about 2–5 business days. Larger furniture, play equipment and climbing products usually take about 7–10 business days. Made-to-order products can take 2–5 weeks, depending on the product.
The product page may show a more specific estimate, and that estimate takes precedence. Delivery times are estimates and cannot be guaranteed.
How much does shipping cost?
Standard shipping is free. Some products may also offer a faster delivery option for an additional fee. If so, its price is shown at checkout before you pay, and you can always choose the free option instead.
Which countries do you deliver to?
We deliver to Finland, Sweden, Estonia, Latvia, Lithuania, Austria, Belgium, Bulgaria, Croatia, Greece, Ireland, Italy, Luxembourg, the Netherlands, Portugal, Slovakia, Slovenia and Spain.
Where are the products shipped from?
Our products are shipped from warehouses in Europe. Because products come from different suppliers, an order can arrive in more than one package. You will not be charged extra shipping just because your order arrives in several shipments, unless this is clearly stated at checkout.
Can I track my order?
Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information where available.
Some products are made to order. What does that mean?
Some products need extra production or preparation time. When this applies, the estimated delivery or production time is stated on the product page.
Are the products safe for my child?
Each product page lists the manufacturer's age recommendation, materials and the safety standards the product is stated to meet. Please read the product page and follow the age recommendation. Young children should always be supervised by an adult when playing.
Do the prices include VAT?
Yes. All prices in our store include applicable VAT unless otherwise stated. The total price, including shipping, is shown before you complete your purchase.
Can I return a product?
Yes. If you are a consumer in the European Union, you can withdraw from your purchase within 14 days of receiving the last item in your order, without giving a reason. Please email support@hellurei.fi before sending anything back. We will give you the correct return address and instructions for your order, because products are shipped from different warehouses. Please do not send returns before you have received these instructions, and do not send them to our registered company address unless we ask you to.
The product must be unused beyond what is needed to inspect it, in its original condition and, where reasonably possible, with its accessories, manuals and packaging. Personalised or custom-made products, opened sealed hygiene products and gift cards cannot be returned unless they are defective or the law requires otherwise. Full details are in our Return & Refund Policy.
Who pays for return shipping?
If you return a product because you changed your mind, you pay the direct return shipping cost. It depends on the product, package size, weight, warehouse and destination, and we confirm it in your return instructions. If the product is defective, damaged in delivery or incorrect, we cover the reasonable return shipping costs.
What if my product is damaged, defective or wrong?
Please check your order when it arrives. If something is wrong, email support@hellurei.fi as soon as possible with your order number, a description of the problem and clear photos of the product and the packaging. We will assess the case and, where appropriate, arrange a repair, replacement or refund under consumer protection law. If a parcel arrives visibly damaged, take photos before opening it and keep the packaging.
When will I get my refund?
After your returned product has been received and inspected (usually 1–3 business days), an approved refund is normally processed within 5 business days. It goes to your original payment method. Your bank or payment provider may need additional time before it shows in your account.
Can I exchange a product?
We do not currently offer direct exchanges. If you want another size, colour or product, please return your original purchase and place a new order.
How can I contact you?
Email: support@hellurei.fi
Phone: +358 45 251 2905
Customer service hours: Monday to Friday, 8:00–16:00, closed on weekends and Finnish public holidays. We aim to reply within 1–2 business days. Please include your order number, full name and the email address used for the order.