Frequently Asked Questions

1. How quickly do you deliver products?

We ship products daily within Finland and internationally. We do our best to ensure that you receive your order as quickly as possible.

Products that are in stock are usually delivered within 2–10 business days.

If the delivery time differs from the estimate shown in the online store, we will notify the customer by email. In this case, the customer has the right to make changes to the order or cancel it.

2. Why was my invoice or instalment payment order not approved?

Klarna is responsible for credit decisions related to the invoice and instalment payment services it provides. Drivos Oy cannot influence Klarna’s creditworthiness assessment.

If you have any questions about invoicing or instalment payments, please contact Klarna:

Phone: 09 425 99 771
Email: info@klarna.fi

You can also select another available payment method at checkout.

3. Where will my parcel be delivered?

We deliver orders to the carrier’s pickup point or parcel locker selected by the customer during checkout, or by home delivery.

You will receive a notification from the carrier when your shipment is ready for collection or out for delivery. It is therefore important to provide the correct phone number and email address when placing your order.

You can track your shipment using the tracking number.

4. How much does delivery cost?

We offer free delivery on orders over €150 when the selected delivery method is eligible for free delivery.

Free delivery does not apply to large or heavy products that require freight delivery.

For orders under €150, a delivery fee based on the selected delivery method will be added at checkout.

5. How can I pay?

We offer several payment methods, including online banking payments, payment cards, mobile payment methods and, where available, invoice and instalment payment options.

At checkout, you will always see the payment methods available for your specific order.

More detailed information about payment methods is available on our payment methods page.

6. How do I know that my order has been received?

You will automatically receive an order confirmation by email once we have received your order.

Once your order has been shipped, you will receive a shipping confirmation by email containing the tracking number and a link for tracking the shipment.

7. Where is my parcel and how can I track it?

Once your order has been shipped, you will receive a tracking number and a link for tracking the shipment by email.

If you have not received a shipping confirmation, first check your email spam folder. If you cannot find the message or you entered an incorrect email address when placing the order, contact our customer service.

8. Why have I not received a notification that my parcel has arrived?

The carrier usually sends an arrival notification by text message, email or through its mobile application.

Check that the phone number and email address provided with the order are correct. Also check your email spam folder.

You can also track the status of your shipment using the tracking number included in the shipping confirmation.

9. How do I return or exchange a product?

Consumer customers have a 14-day right of return and exchange. You must notify us of the return within 14 days of receiving the product.

Please read the detailed return and exchange instructions in our return policy.

10. Can I cancel my order?

Please contact our customer service as soon as possible if you wish to cancel your order.

If the order has already been processed or shipped, it may no longer be possible to stop it. In this case, you can return the order in accordance with our return policy.

11. What should I do if a product is faulty?

Inspect the products as soon as possible after receiving your order. If the packaging shows signs of transport damage, photograph the damage and contact our customer service.

If the product is faulty, stop using it if continued use could worsen the fault, cause further damage or compromise safety.

Contact our customer service and provide your order number, product details, a description of the fault and, where possible, photographs or a video showing the fault.

12. What should I do if I receive the wrong product?

If you have received the wrong product, contact our customer service before using or installing the product.

When contacting us, provide your order number, the product you ordered and the product you received. Include photographs of the product and the product information shown on the packaging.

Check the compatibility of spare parts before installation. Do not install the product if you suspect that it is incorrect or incompatible.

13. What should I do if my parcel is damaged or lost during transport?

Drivos Oy is responsible to the consumer for the transport of the order until the customer or a recipient designated by the customer has taken possession of the shipment.

If the parcel has been damaged, take photographs of the packaging and the products and contact our customer service without delay. If the shipment does not arrive according to the tracking information, contact us so that we can investigate the matter with the carrier.

14. What happens if I do not collect my parcel?

Failing to collect a parcel does not constitute cancellation of the order.

If you no longer want the products you ordered, notify our customer service that you wish to cancel the order. Handling and transport costs specified in the return policy may be charged for an uncollected shipment.

15. What happens if a product is out of stock?

If, in exceptional circumstances, an ordered product is unavailable or its delivery is significantly delayed, we will notify the customer as soon as possible.

We will then agree with the customer whether to replace the product, wait for delivery or cancel the order and issue a refund.

16. What should I do if I have questions about an invoice or instalment payment?

For questions concerning invoice and instalment payment services provided by Klarna, you can contact Klarna directly:

Phone: 09 425 99 771
Email: info@klarna.fi

17. What are pre-order products?

Pre-order products are products from upcoming collections. Products will be shipped to customers who have placed a pre-order as soon as possible after they arrive at our warehouse.

The delivery times stated for pre-order products are estimates, and an exact delivery date cannot always be confirmed in advance. Not all pre-order products or product variations may become available for sale.

If a pre-ordered product cannot be delivered, we will notify the customer and agree on replacing the product or refunding the order.

Order status

You can track your order by signing in to your customer account.