Shipping policy
Deliveries and orders
Deliveries
We deliver products as soon as possible after receiving the order. This takes about 2-3 business days, but during busy times no more than 10 business days. Busy times include various campaigns or new collection release dates. Some products may have a longer delivery time, and in such cases, the delivery time information is visible in the product details. If the order includes products with different delivery times, the order will be delivered all at once when the entire order is ready for delivery unless otherwise stated.
We deliver orders to Finland using Posti, PostNord, and Matkahuolto parcel services. For international deliveries, we use EMS, DHL, GLS, or PostNord parcel services depending on the customer's choice and delivery method availability.
Pickup order
You can choose pickup as the delivery method, allowing you to collect your order from our showroom in Pirkkala. You will receive an email when your order is ready for pickup. Pickup orders are processed in the order they are received along with other orders. Pickup is available on Tuesdays and Thursdays from 10 am to 3 pm. The address is Muuraintie 5 A 1, 33920 Pirkkala. Pickup orders are stored for 2 weeks.
Express delivery
The Customer can choose express delivery as the delivery method for their order. There are two versions of express delivery: "Express delivery to pickup point" and "Express delivery to home". With express delivery, the order is shipped from our warehouse at the latest the next business day, even during busy times. Express delivery to pickup point costs €10.5 and express delivery to home costs €14. If express delivery is selected for a Product with a longer delivery time, the order will still be delivered within the delivery time stated in the product information.
Change
The customer must note the storage times of packages at the pickup point. If the package is not picked up within the storage period, the package will be returned to the sender. For an uncollected shipment, we charge the customer €12/order, which covers shipping costs and other expenses incurred by us.
Shipping costs are €4.9 when delivering to a Matkahuolto, PostNord, or Posti pickup point. If the total amount* of ordered Products exceeds €120, the Customer is not charged shipping costs if the customer chooses delivery to a pickup point. However, home delivery is always charged €7, even if the order total exceeds €120.
For deliveries outside Finland, the shipping costs for DHL shipments are €15 in Europe and €19.5 outside Europe. Shipping costs for other delivery methods are €4.9 if the total amount of ordered Products is under €120. When the order value excluding delivery exceeds €120, no shipping costs are added to the order in normal delivery, except for DHL.
*If the total amount of the ordered Products is over €120 at the time of ordering and the Customer wants to return part of the Products so that the remaining order value is then below €120, the delivery and return costs (€8.4) will be deducted from the amount refunded to the Customer.
Could you combine my orders?
Unfortunately, we do not combine orders. Combining orders causes delivery congestion and thus extends the delivery times for all orders.
I received the wrong product. What should I do?
We apologize for the situation. Please contact our customer service as soon as possible at customer@gugguu.com or 044-4101736 to resolve the issue.
Where is my invoice?
Billing companies usually send invoices about a month after the order. The invoice does not come with the order. At Gugguu, we do not see information about the invoice status or its due date. It is best to contact the billing company you selected in the order directly.
When will my order be delivered?
Our delivery time is normally a few business days, but during sales/campaigns and new product releases, it can be up to 10 business days.
I have not received a pickup notification even though the package has arrived.
Please check your contact details to ensure they are correct in the order. Contact our customer service, and we will correct your contact information with the shipping company or ask them to resend the pickup notification. Please note that the pickup notification may not arrive at the same time the package is ready for pickup.
I want to change my order. How can I do this?
If you wish, we can still change your order before it has been delivered. We cannot charge the customer extra, so we can only change your order if the final order amount remains the same or decreases. For order changes, you must always contact our customer service; the fastest service is by phone (044 410 1736) or via the online store chat.
I want to cancel my order. What should I do?
Orders can be canceled free of charge before the order has been shipped. Please contact our customer service promptly in such cases. The fastest service is by phone (044 410 1736). If the package has already been delivered, we charge a return fee of €3.5.
Can I pick up my order from your warehouse?
Yes you can. You can place an order and choose pickup as the delivery method at checkout. Our warehouse is located in Pirkkala, the address is Muuraintie 5 A 1, 33920 Pirkkala.
Can products be ordered as gifts?
If you want the product to go directly to the gift recipient, you can enter the recipient's address as the delivery address. Please note that the pickup notification will be sent to the phone number provided during the order.
The post has only received advance notice of an upcoming shipment. What does this mean?
This means that the order has been processed and shipped on our end, but the shipping company has not yet picked up the shipment from us or registered it in sorting. If the shipment has not been registered within 3 business days, you can contact our customer service.
I have not received an order confirmation. What should I do?
If you received a payment confirmation but not an order confirmation, there may have been a technical error with the order or a delay in processing. If you have received neither, the email address you provided might be incorrect. Please also check your spam folder. If you placed the order while logged in, you can check your customer account to see if your order has been received. You can also contact our customer service to check the status of your order.
I previously ordered a product at the regular price, which is now on sale, can I get a refund retroactively?
Unfortunately, we do not refund discounts on previously made orders.