Orders, deliveries and cancellations

Home delivery

• Fast, accessible and flexible
• At its fastest, deliveries within 1 hour by Wolt! 
• 0-2 weekdays: Budbee home delivery 
• 1–2 weekdays: Home delivery by Matkahuolto or Posti
• 2-5 weekdays: Selected smaller devices in connection to daily post

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 in 15 minutes after submitting an order!
• For some devices you are able to choose pick-up from shop even if item is not currently available in selected shop. We will deliver your order from our warehouse within 1-3 weekdays and you will receive a text message once you can pick it up from the shop.

Pickup from a parcel locker

• Fast, easy and located en route
• Delivery within 1–2 weekdays: Pickup from Matkahuolto or 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 Matkahuolto pickup point of your choice or your nearest Post office.

When ordering devices from remote sales, some delivery types (pickup from a parcel locker, home delivery) 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.

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.

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.

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.

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. 

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. Put the original package together with the cancellation form into a separate parcel, e.g. in a cardboard box. Please do not make markings to the original package or stick the label directly to it. After packaging, act with following instructions:

Customer return through Posti:

Write the following address on top of the parcel:

Elisa
ASIAKASPALAUTUS
Palautustunnus 600275

If you return the device through a Posti parcel machine, you will find the necessary code from Posti's webpage. 

Customer return through Matkahuolto:

Write the following address on top of the parcel:

Elisa
ASIAKASPALAUTUS
Palautustunnus 9518175

Customer return through Budbee:

If your order was delivered by Budbee you can also choose to return the package through Budbee. Just open Budbee app or trace code link, select your order and press "Book return". Follow the given instructions and select if you want the parcel to be picked up from your home or Budbee parcel machine. Notice that Budbee courier has automatically all needed labels for the returning so you don't need to write any address on top of the parcel. 

3. Take the parcel to either a Posti or Matkahuolto pickup point, Posti or Budbee parcel machine or give it for Budbee courier. The return is entirely free of charge for you. Please note that the product cannot be returned to Elisa shop.

4. Keep the return receipt until we let you know that your return has been processed.

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

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.

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.

The device must be returned intact.

In cancellations concerning these devices, please be in touch with our customer service. Please note that the product cannot be returned to Elisa shop.

If you wish to cancel an agreement that concerns Elisa Talokuitu or Elisa cable TV subscription, contact our customer service.

• 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.