Frequently Asked
If you can't find the answer here, please contact us and we'll figure it out together.
Our store
Where is Tilkkunen located?
Our store is located in Valimo, between Pitäjänmäentie and Vihdintie, next to the Haaga roundabout, at Höyläämötie 11, on the second floor of the B-staircase. You can access Höyläämötie from both Vihdintie and Pitäjänmäentie. From the Vihdintie stop, you should turn right through the neighboring plot or, in snow-free weather, from Vihdintie at the Tilkkunen house. Höyläämötie starts from Pitäjänmäentie at the Lidl. The house is at the right end of the road after the Halva factory. There are free parking spaces along and at the end of Höyläämötie.
You can enter either from the B-staircase by climbing the stairs to the second floor or by going up the stairs to the loading dock and taking the freight elevator from its left end. There is also barrier-free access to the freight elevator from the leftmost garage at street level, but you will always need my help for that route.
The door to the B-staircase is open on weekdays. The freight elevator can also be called to the loading dock on weekdays. At other times, please contact me and I will guide you in. There is my phone number on the door to the B-staircase for this purpose. The barrier-free route through the leftmost garage always requires contact.
When you reach the second floor, ring the white doorbell with the Tilkkunen sign next to it. Welcome!
Order
Why didn't I receive an order confirmation?
If you did not receive an order confirmation, there may have been an error somewhere. Also check your spam folder and the spelling of your email address. If you cannot find the order confirmation, please contact us and we will look into the matter.
Part of my order is missing?
Contact us and we will fix our mistake!
I need help with the instructions!
We are happy to help and do our best to provide our own instructions.
Can I combine two orders I have placed?
As long as your previous order has not been processed, you can place another order and select pickup as the delivery method. We will combine your orders so you do not have to pay additional shipping costs.
Is it possible to order yarn in a specific color batch?
Please include the color, color lot, or batch number you would like in the order comments field so we can check availability. We will do our best to find you the same item from the same color lot. However, we cannot guarantee availability due to high variability.
Has my order been shipped?
We will send you a delivery confirmation once your order has left our office.
Can I place a wholesale order?
We do not normally offer wholesale. However, you can contact us by email about this.
Do you offer volume discounts or price guarantees?
Unfortunately, we don't. The prices of our products are made up of several different factors - manufacturer costs, delivery times and service. We always have many attractive offers, you can stay up to date by keeping an eye on our newsletter and Facebook and Instagram pages.
Can I place an order by phone or email?
We mainly accept orders through our online store, but in special cases we can also accept orders by phone, WhatsApp, text message and email. If you can't find a product you are looking for in our online store, please get in touch!
Can I place an order as a corporate customer?
Unfortunately, we do not currently offer business sales.
Dues
Has my order gone through?
We will send you an order confirmation email as soon as your order has been accepted. If you did not receive an order confirmation, please check your spam folder and other filtered folders.
If you did not receive an order confirmation, please contact us and we will investigate the situation.
My order did not go through, why has a pre-authorization been placed on my payment card?
In rare cases, a pre-authorization may have been placed on your payment card, even though a technical error occurred at the time of ordering. The pre-authorization will be removed from your account within 1-5 banking days.
Where can I find a discount code?
By subscribing to our newsletter and following us on Facebook and Instagram, you will be among the first to know about discounts and other great offers.
Delivery
How long does delivery take?
Our usual delivery time is 4-6 business days. During busy periods and sales, the delivery time of your order may be longer than usual. You will receive a delivery confirmation by email when your order leaves our office.
Sometimes we go on vacation, but we keep our online store open (mostly with discounted prices). In that case, deliveries will begin after our vacation ends. We will inform you about our vacation times on our website and in our newsletters.
Where is my order?
You can track the status of your package online using your order tracking number, which you can see in the delivery confirmation email you receive when your package has left our office. If your package has not moved for several days, please contact us and we will investigate the matter.
Return & Refund
When can I still return the product?
The product can be returned within two weeks. The right of return applies to products that are in their intact packaging, in original condition, saleable and odorless.
How long will it take to process my refund?
We will refund your payment as soon as we have received and processed your return. This usually takes about seven working days. The refund will be made to the payment method you used when placing your order.
What products are eligible for the right to return?
The right of return applies to products that are in their intact packaging, in original condition, saleable and odorless.
Is there a charge for returning products?
When returning products, you pay the shipping costs yourself. If we have sent you a defective or incorrect product, we will pay the shipping.
How do I make a refund?
Send the returned products to the address below. We will refund the price of the returned products once the return has been received and processed by us.
What is your return address?
Our return address is the postal address on our contact page .