In this guide, we have compiled information about how to order Elisa subscriptions and devices, how they are delivered, and how you can cancel an order, if necessary.
In our webshop (FI) you can find Elisa Viihde, Elisa Saunalahti voice and internet subscriptions, as well as an extensive selection of devices. You can order a device together with a subscription or simply to buy a device on its own.
If you already are Elisa’s customer, log in to OmaElisa when placing an order in the online shop in order to add the new order to an existing invoice, together with your current agreements. To log in while placing an order, you need an Elisa ID.
At its fastest, deliveries on the same day: Budbee home delivery in the Helsinki metropolitan area and also in Oulu, Turku and Tampere (deliveries for the next day)
Delivery within 1–2 weekdays: home delivery by Matkahuolto or Posti, in connection to daily post, or pickup from a Posti Parcel Locker of your choice.
Pickup from a shop
Fast, cheap and personal service
Pickup from an Elisa shop: You can choose to pick up some of our products from a shop for free. You can pick up a product from an Elisa shop already 1–2 hours after submitting an order.
Pickup from a parcel locker
Fast, easy and located en route
Express delivery to a Smartmile Heti locker: Available for some of our products. At its fastest, you can pick up your delivery in just a few minutes after submitting an order, open 24/7.
Express delivery to Posti Parcel Locker (Smartpost): Make an order on Mon–Sat by 9 a.m. and you can pick it up from a Posti Parcel Locker of your choice in the Helsinki metropolitan area by 7 pm.
Delivery within 1–2 weekdays: Pickup from a Matkahuolto pickup point or a Posti Parcel Locker of your choice.
Pickup from the nearest service place
Personal service, flexible and located en route
Delivery within 1–2 weekdays: pickup from a Matkahuolto pickup point of your choice or your nearest Post office.
Confirming a remote sales order
When ordering devices from remote sales, some delivery types (pickup from a Posti Parcel Locker, Posti home delivery and Smartmile Heti) require an electronic identification to verify your identity. The device can be delivered only after identification.
Identification is easy: confirm an order with your online banking credentials or a mobile certificate by opening a hyperlink sent to you earlier as a text message, or in OmaElisa.
After you have logged in, a pop-up window will take you to your order confirmation.
Follow OmaElisa’s instructions on how to confirm the order.
Order tracking in OmaElisa and communication during a delivery
The easiest way to track your order is through OmaElisa’s Orders tab. We will also notify you about your order’s progress with SMS messages or in email, depending on your choice.
After an order has been placed, we will keep you up to date with its delivery. Depending of the delivery type, we will tell you when we have received and confirmed your order. You will also be told how to track your order and when your order is ready to be picked up.
Consumer cancellation right of remote sales
You have a right to cancel your order placed via remote sales for 14 days after the order confirmation or the device has been delivered. You can find device and service specific cancellation instructions below.
In principle, there is no right of cancellation for products bought from an Elisa shop. If you wish to return a product bought from a shop, please contact the shop in question. Orders through remote sales, which are picked up from a shop, are covered by the standard right of cancellation that applies to remote sales. In such cases, devices are returned as customer returns either through Matkahuolto or Posti.
I made a cancellation – how will you refund my payment or reimburse the invoice?
Did you receive an invoice already? No worries, you do not need to contact us. We will automatically reimburse your invoice at the same time as we process your return. We will notify you of the cancellation and reimbursement by sending a text message.
Have you already paid when you ordered? If you paid in your online bank, let us know via OmaElisa that you are about to cancel the order, or fill in the refund form (FI). We will process the refund to your account once our storage receives the device. We will send you a text message once the refund has been processed.
Device and service specific cancellation instructions
Devices (excluding televisions/household appliances/computers or Elisa Viihde)
If the device you ordered has not been sent yet, you can cancel the order in OmaElisa.
If the cancellation concerns only a device, you do not need to notify us separately. Simply submit the cancellation form and return the device within 28 days after the device was delivered, following the instructions given below. The device must be returned intact.
Place the device and all its accessories carefully in their original packaging. Place it and the return form in a parcel, and write the following address on top:
Address for a customer return through Posti: Elisa/Saunalahti ASIAKASPALAUTUS Palautustunnus 600275
Address for a customer return through Matkahuolto: Elisa/Saunalahti ASIAKASPALAUTUS Palautustunnus 9518175
Take the parcel to either a Posti or Matkahuolto pickup point or Posti parcel machine. The return is entirely free of charge for you. If you return the device through a Posti parcel machine, you will find the necessary code from Posti's webpage. Keep the return receipt until we let you know that your return has been processed.
If the cancellation concerns only a subscription (such as phone or broadband subscription) or a service (such as Elisa Turvapaketti), the easiest way to cancel is through our customer service.
Elisa Viihde app
If your cancellation concerns the Elisa Viihde application, we kindly ask you to cancel the subscription at elisaviihde.fi/maksukanavat (FI). The cancellation will enter into force at the end of the free trial month.