Terms

Our terms of order and delivery apply to all deliveries within Finland, Sweden and Estonia. For any other foreign deliveries, please contact us separately.
If you live somewhere in Europe and would like to order our products, please send us an e-mail: melkko(at)melkko.fi

You must be at least 18 years old to order goods. People under the age of 18 may only order with the consent of their guardian.

We reserve the right not to accept an individual order. In this case, we will contact the customer if we have the customer's e-mail address.

 

PRICES
Normally our prices are valid as stated on our website. Prices for promotional products are valid during the promotion or until the product is out of stock. Prices are in euros.
The prices of all products include VAT, which is 10% for books, 14% for food products and 24% for other products. The prices of juice products (cider extracts, grape juice concentrates) also include the statutory soft drink tax paid on juices in connection with importation.
We reserve the right for price changes. Prices may be affected by fluctuations in exchange rates, grain harvest situations in different countries, freight costs, etc.

 

PAYMENT METHODS
Payment options include Paytrail (payment by internet bank or credit card) and by bank giro. 
Most common credit cards: Visa, MasterCard. Bank connections: Most Finnish domestic banks.
If bank giro is selected as the payment method, we will send an invoice to the email address you have provided. Logged-in customers may find this info also on their own pages.
When picking up from our point of sale (Lahti or Helsinki), you can also pay in cash or by card.

Paytrail Oyj (2122839-7) cooperates with Finnish credit institutions and banks as the provider of the payment intermediation service and as the payment service provider. The service works like traditional online payment. Paytrail appears as the payee on the bank statement or card invoice and forwards the payment to the merchant. Paytrail Oyj is a licensed payment institution.
Ordering and payment takes place over an SSL-secured connection.

Paytrail collects the IP address, payment method and time of payment in conjunction with the payment transaction.
Link to Paytrail's privacy notice.
In the event of a complaint, please contact our customer service.

If the order does not appear to have registered despite multiple attempts, the reason may be that the payment service has declined the payment for some reason. Try another form of payment, or contact our customer service and we'll try to resolve the issue.

Credit cards
Paytrail's service verifies the payment so that your credit card information will not appear within the e-commerce system. Also, the credit card number is not stored on our server.

Internet bank
The customer must have online banking IDs in order to pay via internet bank. The payment transaction is debited directly from the customer's bank account.

Bank giro
If bank giro is selected as the payment method, we will send an invoice to the email address you have provided. Logged-in customers may find this info also on their own pages.

 

DELIVERY TIME
We aim to deliver orders to Posti or Matkahuolto for transport within 1-3 working days. In case of any exceptional situations or delays, we try to contact the customer. If the selected delivery method is Pickup, we will notify the customer when the order can be picked up at either of our pickup points in Lahti or Helsinki.

 

DELIVERY METHODS

Post
Orders are delivered according to the delivery method chosen by the customer either to the nearest Posti pick-up point (incl. Parcel machines), to the customer's home address or to another delivery address chosen by the customer (for example, to the recipient of a gift order).
We deliver orders to Finland, Sweden and Estonia.

When the shipment is ready to be picked up, a notification is sent to the recipient. The shipment must be picked up within 7 days or the shipment will be returned to us.

Matkahuolto (bus)
Orders are delivered to the nearest Matkahuolto office in accordance with the order method chosen by the customer. When placing the order, the customer is presented with a choice of Matkahuolto agents/offices close to their home address. Just pick the most convenient one. The customer can also have the products sent directly to the recipient of a gift order.

Tracking
A tracking link is included in the delivery notification sent to the recipient's e-mail address and it can be used to track the parcel's delivery progress. In some cases delivery may be by letter, in which case tracking service is not available. If you appear to have received no delivery notification, please check your spam/junk mail box.
When the package arrives at the pick-up location, the Recipient will receive an arrival notification via SMS, e-mail and/or Posti's mobile app. The shipment must be picked up within 7 days of arrival notification. Please have some form of ID with you when picking up.

Pickup
Products can also be ordered for pick-up from our Lahti or Pasila Tripla stores (addresses can be found on the Contact page). In this case, no delivery costs will be added to the total price.
When picking up from our stores, the method of payment when placing the order is "Cash", but the order may be paid in the store either in cash or by debit/credit card.

 

DELIVERY COSTS
Delivery costs depend on the chosen delivery method and the weight / size of the shipment. Our minimum delivery cost for letter deliveries is EUR 3.60. Some products (eg wine bottles) may have different delivery costs. Information about these can be seen on the product order pages.
When picking up from either of our stores store (Lahti or Tripla in Helsinki) we do not charge delivery costs.
The amount of the delivery cost is shown at the checkout when the payment is made.

If bank giro is selected as the payment method, the relevant service charge for each service provider is also added.

 

CANCELLING AN ORDER
The order can be canceled by notifying Viinitalo Melkko Oy's customer service. Contact information can be found here.
If the order has already been handed over to the carrier, the customer must return the ordered products to the sender in accordance with the return instructions (see Right to Exchange or Return).
Failure to collect the package or returning the goods without first contacting us is not considered to be a cancellation of the order.

For a non-cancelled and non-collected package, we will charge the actual shipment costs for a round trip, plus handling costs of 12.00 euros per shipment.

 

RIGHT OF EXCHANGE OR RETURN
Distance selling products have a 14-day right of exchange or return, counting from the date of receipt of the goods. Returned products must be unused, the packaging must be in good condition for resale and the products must be carefully packed for transport.

If you want to return your ordered product, please contact our customer service (e-mail: melkko(at)melkko.fi, tel: 03 872 9700) within 14 days of receiving the product and we will agree on the terms and method of return and refund.

According to the EU legislation from 13 June 2014, return of a faultless product is not free of charge. The customer will have to bear the return costs, unless otherwise agreed. The customer must also compensate for any value decrease in case the product has been handled more than necessary. Also keep in mind that failure to pick up a parcel without first contacting us is not a cancellation of the order, nor is a return of the goods without a prior cancellation notice.

Link to EU dispute resolution page.

Our address is:
Viinitalo Melkko Oy
Asentajankatu 4
FI-15520 LAHTI

 

COMPLAINTS

Delivery error
If there is an error in the shipment (incorrect products or the number of products is incorrect), please contact our customer service. If the defect requires the return of the products, we ask that you pack the products carefully for transport and return them undamaged. Contact our customer service and we will send you a return ticket for the package. For the return ticket, we need the dimensions and weight of the package. Always contact our customer service if you are returning products. We do not accept unannounced returns.

Damage during transport
If, upon receipt of the shipment, you notice that the shipment is damaged, you must immediately notify the pick-up location or carrier. Also contact our customer service and tell us about the damage.

Returns
If there is a defect in the product, please contact our customer service and report the error. It is often sufficient to send a photo of the error to our customer service. If the correction of the defect requires the return of the product, please pack the products carefully for transport and return them undamaged. Contact our customer service and we will send you a return ticket for the package. For the return ticket, we need the dimensions and weight of the package. Always contact our customer service if you are returning products. We do not accept unannounced returns.

Contact information can be found here.

 

CUSTOMER REGISTRY

Customer registry description
Personal Data Act (523/99), Section 10. Date of preparation of the registry description 10.03.2017

Registrar
Viinitalo Melkko Oy, Asentajankatu 4, FI-15520 LAHTI. Business ID 0675231-8.
+ 358- (0) 3-8729700 / melkko(at)melkko.fi / www.melkkobrew.fi

Name of the registry
Viinitalo Melkko Oy's customer registry

Purpose of the registry
Customer relationship management

Information content of the registry
Customer's name, address, e-mail address, telephone number. In addition, the customer's order history is stored in the registry

Regular sources of information
The customer enters the data into the system themself.

Regular data transfers and data transfers outside the EU or the European Economic Area
The information will not be disclosed to third parties. However, the information is used to organize transport of the goods, in which case the carrier receives the consignee's address, e-mail address and telephone number.

Registry security principles
The information in the registry is used only by the persons whose duties it involves. The registry is located on a secure server whose information can only be accessed by a user name and password.

Verification of data
The customer has the right to check the information in the registry in accordance with the Personal Data Act. The customer is entitled to check their registry information free of charge up to once a year. 
If a customer wishes to check their information more frequently, we are entitled to charge a fee for providing the information.

 

If you have any questions, please contact our customer service.