FAQ – Frequently asked questions

Order issues

Why I haven't received my order confirmation?

Once you have placed the order successfully, the order confirmation is sent to the email address you have typed on the order information. If you do not receive the order confirmation we always advise you to check your spam file. If the order confirmation isn’t there either we kindly advise you to contact our customer service info@vamsko.com for further advice. 

How do I make changes to my order?

If your order is being processed, you can make changes to your order by contacting us at info@vamsko.com. If your order has already been processed, packed, or shipped; we, unfortunately, cannot make any changes to your order.

We recommend double-checking all the information you fill in while placing the order.

Note, that we might be able to change the color or size of the ordered item. We cannot add new products or change the purchased model to another. 

Can I cancel my order?

If your order is not processed, you can cancel the order by contacting us at info@vamsko.com. If your order has already been processed, packed, or shipped; we, unfortunately, cannot cancel the order.

However, you can return any unwanted items for a refund once you’ve received your order.

Why have I received an email saying the item I've ordered is out of stock?

We deeply apologize if you’ve received an email saying one or more of the items you’ve ordered is out of stock.

When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realized we didn’t have the item available anymore.

I've received a faulty item, what should I do?

We’re really sorry if you’ve received a faulty item.

Please contact our customer service at info@vamsko.com as soon as possible to get further advice. Please also state your order number and photo of the faulty item along with your claim.

I've received an incorrect item, what do I do?

We’re really sorry if you’ve received an incorrect item.

Please contact our customer service at info@vamsko.com as soon as possible to get further advice. Please also state your order number and photo of the incorrect item along with your contact.

Delivery

How much does the delivery cost?

The amount of the delivery fee will depend on the delivery option you decide to choose. You will be able to find all the delivery methods available for your country during the checkout process. 

We offer free shipping on orders over 100€. For orders under 100€, the shipping fee is 9,95€ via Postnord and 25€ via FedEx. Please note that this does not apply to express deliveries. The express delivery fee is 25 € regardless of the total cost of the order.

Please note that when ordering from the United Kingdom, Switzerland, Norway, Ukraine, or Iceland, the customer will cover any customs or import duties for the order. Once the order arrives at your customs office, you’ll be contacted with details of the charges.

How will my products be delivered?

The package will be delivered by Postnord or FedEx.

FedEx will deliver the package to your home address. Please fill in the shipping address carefully when placing an order.

Postnord will deliver the package to your desired service point, which you can choose while placing an order. You will receive a text message and/or email once the package can be picked up. Please make sure you have provided correct email address and phone number on your order. 

How long does the delivery take?

The estimated standard delivery time is 1-6 working days. Please note that there may occur minor delays in deliveries during sales or due to other unforeseen circumstances.

The delivery time for express deliveries is one to three working days if you place the order before 10 pm (UTC+2).

How can I track my order?

You will receive a confirmation of delivery with a tracking number for your parcel. 

You can track the parcel by copying the tracking code and pasting it here:

FedEx: https://www.fedex.com/en-us/tracking.html

Postnord: https://www.postnord.se/en

Can I have my parcel redirected to a different address?

For security we aren’t able to change the address on your order after it’s placed.

Returns

How can I return my order?

You have 14 days to return right from the day you received your order. 

All returned products must be in their original condition, i.e. they must not be used or damaged in any way and contain the original shoebox. For example, when trying on your newly purchased shoes, it is important that you do this on a surface that will not inflict damage or wear and tear on the product, or leave mark on the sole – preferably on a carpet.

You will receive a return form in your order. Please fill it in and place it in the original shoebox. Place the shoebox in the original packaging.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you. In this case, our team will contact you via email.

We recommend reading our full terms and conditions here:  https://vamsko.com/terms-and-conditions/

 

How can I return my order if my order is made on or before 04.05.2022?

Orders made on or before 04.05.2022:

Orders made via Postnord shipping

If you are located in the following countries and your original shipping method was Postnord:

Austria
Belgium
Denmark
Estonia
Germany
Latvia
Lithuania
Luxembourg
Netherlands

You can return orders from these countries through your local Postnord/DPD post office!

Attach the return label you have received with your order on the return parcel and take the parcel to the Postnord/DPD service point. Please keep the receipt you will get from the service point until we have processed your return. The receipt is proof of return.

The return fee of 9,95€ will be deducted from the refund.

Orders made via FedEx Express delivery shipping 

If you are located in the following countries and your original shipping method was FedEx Express delivery:

Austria
Belgium
Denmark
Estonia
Germany
Latvia
Lithuania
Luxembourg
Netherlands

Please contact our customer service at info@vamsko.com and we’ll send you a Postnord/DPD return label. 

The return fee of 9,95€ will be deducted from the refund.

How can I return my order if my order is made after 04.05.2022?

For orders made after 04.05.2022. For a smooth and safe return of your purchase, please follow these steps:

1. Fill in the return form that was sent with the order and place the form in one of the original shoeboxes you will return back to us. If you do not send the return form with the return parcel, we cannot process the return. 

2. Protect the shoebox(es) carefully with the original packaging material. If you choose to keep the accompanying shoebox or tape it, you will be charged a sum of 5€, which corresponds to its value.

3. If you have chosen an invoice as the payment method it is important that you will pause the invoice by logging in at www.klarna.com or by contacting Klarna’s customer service.

4. The return will be processed within 14 days counting from the day we have received the return parcel. 

Send the return parcel with a delivery courier of your choice to us at the following address:

VAMSKO (Bella Luna Oy)
Heikinpolventie 1
37150 Nokia
Finland

Don’t forget…

Whilst your return parcel is in transit, it is your responsibility. We recommend that you return the parcel to us using a tracked or signed for service, to ensure we receive the parcel here safely.

Keep hold of your proof of postage just in case we need to see it at a later date.

If you’re returning items from multiple orders in the same parcel, you’ll need to send a return form for each order.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

Can I exchange a product?

We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or color of an item, then you’ll need to place a new order.

What's your return address?

Send the return parcel with a delivery courier of your choice to us at the following address:

VAMSKO (Bella Luna Oy)
Heikinpolventie 1
37150 Nokia
Finland

Can I return more than one order in the same parcel?

You can combine your returns. Please fill in the return forms for each order you are returning products from and place them in the return parcel. If you do not send the return form with the return parcel, we cannot process the return.

When will my return be processed?

We process all returns within 14 days counting from the day we receive the return parcel in our warehouse in Finland. You will receive a confirmation by e-mail once we have processed your return. We will issue the refund through the same payment method you chose while placing the order.

When will I receive my refund?

You will receive confirmation of your return booking within 14 days of the return arriving at us. All refund information will come directly to you from Klarna.

PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.

PAY LATER – You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance.

SLICE IT – You will automatically receive an updated statement balance, when your return is processed, this will include any instructions on how to make your payment if payment is due.

If you’ve paid more than the value of the items you have kept, then you’ll receive a refund from Klarna within 14 business days for the difference.

If you have any questions about extending your invoice, please contact Klarna Customer ServiceVAMSKO aren’t able to extend your invoice.

Payments

What payment methods can I use to pay for my order?

All payments are handled via Klarna Checkout, which is offered in collaboration with Klarna AB.

You can choose to pay your order by card, by invoice, by installment payment, or through your online bank. All these different payment methods are provided by Klarna Checkout, which makes your shopping experience smooth and convenient. 

Please notice that the available payment methods may change depending on which country you are shopping from.

I haven’t received my Klarna statement – What should I do?

If you chose Klarna invoice as your payment method, your statement will be sent to your registered email address as soon as your order has been placed. If you haven’t received your email, it’s worth checking your spam email folder in case it’s been filtered there. Please note that your statement email is sent from Klarna rather than VAMSKO.

If you’ve checked and still not received your statement, please get in touch with Klarna Customer service here or our customer service at info@vamsko.com.

I have an issue with my Klarna invoice, who can help me?

We recommend that you contact Klarna’s customer service. For further contact information please visit https://www.klarna.com. Our customer service will help you with all invoice-related questions if possible. If you have return a product, please pause the invoice by contacting Klarna or by logging in to Klarna’s homepage until we have processed your return. VAMSKO aren’t able to extend or pause your invoice.

 

Can you help with using my promo code at the checkout?

Enter the code at the checkout under ”Have a coupon? Click here to enter your code”. Once you have entered the code, click ”Apply coupon” to activate the discount. You need to enter the code exactly as it was given to you, without any spaces.

If you find that your promo code isn’t working then please check the below:

– You can only use one discount/promo code per order
– Codes may only be valid for certain items and the majority of codes will have an expiry date or time
– Some codes will only work for specific countries

If your discount code is still not working after checking all of the above, then please get in touch with our customer service at info@vamsko.com.

Can I use more than one promo code against my order?

You can only use one discount/promo code per order.

Can you help with using my gift card at the checkout?

Enter the code at the checkout under ”Have a gift card? Click here to enter your gift card number”. Once you have entered the code, click ”Apply coupon” to activate the discount. You need to enter the code exactly as it was given to you, without any spaces.

If you find that your gift card isn’t working then please check the below:

  • Gift cards will have an expiry date and the gift card may have expired
  • Some gift cards will only work for specific countries or customer accounts

If your discount code is still not working after checking all of the above, then please get in touch with our customer service at info@vamsko.com.

Can I get a refund if the price has changed since I ordered it?

As an online business, our prices change in response to campaigns, stock, and demand from customers. In this case, we will not refund the difference.

Do I have to pay customs and taxes?

Taxes are included in all the prices – excluding United Kingdom, Switzerland, Norway, Ukraine and Iceland. 

If you order from United Kingdom, Switzerland, Norway, Ukraine or Iceland you will cover any taxes, customs or local import duties for the order which are neither included in the total cost of your order nor reimbursable by VAMSKO. Once the order arrives at your customs office, you’ll be contacted with details of the charges.

 

Products

Can I get more information on a product?

We try to give you as much useful info as we can about all our products, including a detailed description what materials the item is made of and the country of origin.

If you have any further questions concerning the product, you are more than welcome to contact our customer service at info@vamsko.com.

My size is out of stock, can I join waitlist?

If your size is sold out, you can join the waitlist and get notified once the size is back in stock.

Here is how you join the waitlist: Go to the product page and click the right size. Fill in your email address on the opening field and click “Join waitlist”.

Are your shoes true to size?
Our shoes are true to size, unless the product description specifically states otherwise. You can find the sizing equivalent of our shoes by clicking the “Size Guide” on the product page.

Please note, that the measurements may vary slightly depending on the models and materials used. 

How do I take care of my shoes?

We want to create well-made and beautiful shoes that our customers will be able to wear and love for a long time. This calls for high-quality materials and a long-lasting design. You can read all about how to take care of your shoes here.

Where are the products manufactured?

Our products are 100% manufactured in European family-owned factories.

Where can I find information about your sustainability?

You can read more about our sustainability here »

Store

Where is your concept store located?

Our only concept store is located in Tampere, Finland. 

You are welcome to visit us!