Orders, deliveries and cancellations - Elisa ja Saunalahti asiakaspalvelu

Orders, deliveries and cancellations

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.

Ordering

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.

If you need help with choosing the right product, please contact our sales service free of charge – we are happy to help!

Select the delivery type that suits you best

Home delivery

  • Fast, accessible and flexible
  • At its fastest, deliveries on the same day: Budbee home delivery in the Helsinki metropolitan area
  • 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.

How to confirm your order in OmaElisa

  • Log in to OmaElisa. To log in, you need an Elisa ID.
  • 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.

 

Delivery

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.

 

Cancellations

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.

  1. Fill in the cancellation form: Cancellation form of orders placed in remote sales for consumer customers 
  2. 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
Sopimusnumero 600275
Vanha Porvoontie 256b ovi 1
01380 Vantaa

Address for a customer return through Matkahuolto:
Elisa/Saunalahti
ASIAKASPALAUTUS
Palautusnumero 9518175
Vanha Porvoontie 256b ovi 1
01380 Vantaa

Take the parcel to either a Posti or Matkahuolto pickup point. The return is entirely free of charge for you. Keep the return receipt until we let you know that your return has been processed.

We will let you know when we have received the device and when the possible invoice has been reimbursed or payment refunded.

Subscriptions and and services

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.

You can log in at elisaviihde.fi/maksukanavat using your Elisa ID (OmaElisa ID), Elisa Viihde ID or a mobile certificate from the top-right side of the page.

Televisions/household appliances/computers or Elisa Viihde devices

The device must be returned intact.

In cancellations concerning these devices, please be in touch with our customer service.

Elisa Talokuitu

If you wish to cancel an agreement that concerns Elisa Talokuitu, you must submit a cancellation form of orders placed in remote sales for consumer customers 

  • within 14 days after receiving the order confirmation
  • or after receiving a notification that the initial price announced in the order confirmation will change due to the place of delivery.

Once the installation has been completed, you can no longer cancel the order.

 

 

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