FAQs
Frequently asked questions
On this page you will find answers to frequently asked questions. However, if you did not find the answer to your question, please feel free to contact Kiska's customer service at kiska@kiskamerchandise.fi .
Last updated on October 1, 2024.
Ordering
Did my order arrive? Did my order go through?
After placing your order, you will receive a separate order confirmation email to the email address you provided when placing your order. If you do not receive an order confirmation, please check your spam folder. If you do not receive an order confirmation within 15 minutes of placing your order, please contact Kiska's customer service at kiska@kiskamerchandise.fi
If you registered when placing an order or have already registered as a user before, you can also find the order confirmation in your own order history by logging into your user account.
I did not receive an order confirmation for my order, what should I do?
If you do not receive an order confirmation, please check your spam folder. If you cannot find the order confirmation there, please contact Kiska's customer service at kiska@kiskamerchandise.fi and we will investigate the situation and resend the order confirmation if necessary.
If the products you ordered are still in your shopping cart, it is likely that the order has not arrived and there was some unexpected problem during the ordering process. Try placing the order again. If you do not succeed, please contact Kiska's customer service at kiska@kiskamerchandise.fi.
Do I have to register as a customer?
No, you do not need to register as a customer to place an order in Kiska's online store. However, registering may be useful for you, as you can find, for example, your order history by logging in. As a registered customer, you can save your address information and place orders more quickly in the future.
I placed an order but accidentally wrote my name or address incorrectly, what should I do?
If the order has not yet been sent, it is possible to change the address or name. Please contact Kiska's customer service as soon as possible at kiska@kiskamerchandise.fi . If the order has already been sent, i.e. you have received an email with a tracking number or as a registered customer are able find the tracking number in your order history, the order information can unfortunately no longer be edited. Please note that it is the customer's responsibility to provide the correct information when ordering, and Kiska Merchandise Oy is not responsible for any problems or delays caused by incorrect contact information.
If you notice an error in your contact information when placing an order, the change can be made successfully, as we aim to ship orders within 1-3 working days of placing the order. Please contact Kiska's customer service at kiska@kiskamerchandise.fi as soon as possible.
Can I modify an order I have already placed?
If you notice that you have made a mistake while placing your order, the change can be made successfully, as we aim to ship orders within 1-3 working days of placing the order. Please contact Kiska's customer service at kiska@kiskamerchandise.fi as soon as possible.
If the order has not yet been shipped, you can edit it, for example by adding or removing products. If you would like to edit your order, please contact Kiska's customer service as soon as possible at kiska@kiskamerchandise.fi , as we aim to ship orders within 1-3 working days of placing the order.
If the order has already been sent, i.e. you have received an email with a tracking number or, as a registered customer are able find the tracking number in your order history, unfortunately the content of the order can no longer be edited.
Can I cancel my order?
You can only cancel an order if it has not yet been shipped to you. If the order has already been shipped, i.e. you have received an email with a tracking number or, as a registered customer are able find the tracking number in your order history, the order can no longer be canceled.
If your order has already been shipped, you must return the product as normal according to the return policy. Please note that not picking up your order is not the same as returning the order.
If the shipment of your order is exceptionally delayed, for example due to production delays, we will contact you separately at the email address you provided when ordering and offer you the opportunity to cancel your order.
Can I change the delivery method for my order?
Unfortunately, the delivery method cannot be changed after the order has been placed.
I need help placing an order.
Great news, feel free to contact Kiska's customer service at kiska@kiskamerchandise.fi , we will be happy to help you!
I'm having trouble placing an order.
Please contact Kiska customer service at kiska@kiskamerchandise.fi and we will do our best to resolve the issue as quickly as possible. We greatly appreciate information about any issues so that we can improve the functionality of the online store.
Can I place an order abroad?
Currently, Kiska only delivers products to Finland, but during the end of 2024, the opportunity to order products abroad will also open up.
Payment
Payment is secure with all payment options offered by Kiska's online store, and you can use an invoice, credit card or online payment to pay for your order.
What payment methods can I use to pay for my purchases?
The following payment methods are available in Kiska Merchandise Oy's online store:
- Domestic online banks ( Nordea, Osuuspankki, Danske Bank, Savings Bank, Oma Savings Bank, POP Bank, Aktia, Handelsbanken, Ålandsbanken and S-Bank) / Paytrail
- When using online banking as a payment method, you will be redirected to your bank's payment page or application during the payment process, where you will accept the payment securely with your own bank credentials.
- Mobile payment, MobilePay and Transfer / Paytrail
- When using mobile payment as a payment method, you will be redirected to the mobile application you are using to accept the payment.
- Card payments (Visa, MasterCard, and American Express) / Shopify Payments
- When paying by card, you enter your card details in the space provided at the checkout during the payment process. When paying by card, payment verification services are available to improve the security of the payment.
- ApplePay and GooglePay / Shopify Payments
- With ApplePay and GooglePay, you can pay quickly and securely with your pre-saved payment cards.
- PayPal / Shopify Payments
- PayPal is one of the world's most popular payment options, and when paying with PayPal, you can make a payment by logging into your PayPal account either in a browser or in the app, which allows you to pay quickly and securely with your pre-saved payment cards.
- Walley / Paytrail
- If you wish to pay by invoice, Walley will make a credit decision for the customer at the time of purchase. Walley always sends invoices to customers by email on the banking day following the order. The invoice has a 30-day interest-free payment period. Read more about Walley here .
Can I pay by invoice?
Yes, there is an invoice payment option available through Walley Paytrail. Walley makes a credit decision for the customer at the time of purchase. Walley always sends invoices to customers by email on the banking day following the order. The invoice has a 30-day interest-free payment period. Read more about Walley here .
When will I be charged for my order?
The total amount of the order will be charged to you immediately after you place your order. If you used a gift card as a payment method, the amount will be deducted immediately after you place your order. Please note that even for pre-orders, the total amount will be charged immediately to your chosen payment method, even if the order is delivered later.
If you chose Walley invoice as your payment method, you will receive an invoice to the email address you provided when ordering on the business day following your order. The invoice has a 30-day interest-free payment period. Read more about Walley here .
Order delivery
How quickly will my order be shipped? Why hasn't my order shipped yet?
Products in stock will be shipped within 7 working days of receiving the order, but we aim to ship orders within 1-3 working days of placing the order. Once your order has been processed and shipped from the Kiska warehouse, it usually takes 1-5 business days to be delivered, depending on the delivery method you selected when ordering. Once the delivery has reached the pick-up point, your order can usually be picked up there for 7 days.
Pre-order products are shipped on an exceptional schedule, the delivery schedule of which you can find more information about the product details of the pre-order product. If the delivery of a pre-order product is delayed from the original delivery, for example due to delays in production, you will receive a separate notification to the email address you provided when ordering.
Kiska Merchandise Oy is not responsible for delays caused by third parties, such as strikes, etc. Please also note the impact of seasonal periods, illnesses and/or congestion arising from the launch of new products on deliveries. If unexpected delays are expected in deliveries, this will be announced on the online store's homepage. In exceptional cases, we will also send a notification of delays to customers to the email provided when ordering. For delays known in advance, exceptional delivery times and, for example, the last delivery days for Christmas can be found on the online store's homepage well in advance.
How do I know if my order has been shipped? Can I track the progress of my order?
Once your order has been shipped from the warehouse, you will receive a separate email with your order tracking number, which you can use to track the progress of your shipment. As a registered customer, you can also track the status of your order by logging into the online store's own pages, where you can find the tracking code in your order history.
What are the delivery options available?
Kiska's online store offers several different delivery options and service providers, whose estimated delivery times and methods vary depending on the delivery method. There are different options for delivery methods, such as whether the shipment is delivered to your home as a letter or parcel, or whether the shipment can be picked up from a vending machine or a pickup point.
Currently you can choose from the following delivery options:
Travel assistance
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Matkahuolto XXS package €5.99
Delivery time is generally 1–3 working days, 2000 service points to choose from.
Matkahuolto's XXS package can hold, for example, a single t-shirt or record and/or fabric badges, badges or other similar small products.
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Matkahuolto Nähellä package €7.99
Delivery time is generally 1–3 working days, 2000 service points to choose from.
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Matkahuolto Home delivery €16.99
Home delivery packages are generally delivered within 1–3 business days.
Postal
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Posti Small Package €6.99
Posti's Small Package is delivered to the recipient's mailbox or letterbox in approximately 2–3 working days. If the shipment does not fit in the mailbox or letterbox, it can be picked up at the nearest Posti collection point.
A small package delivered to a mailbox can hold, for example, a single t-shirt or record and/or patches, badges or other similar small products.
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Posti Postal parcel €7.99 - €8.99 - €9.99
Delivery usually within 1–2 working days, with over 2,700 pick-up and service points to choose from.
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Posti Home Package €18.99
Home package delivery times in major cities are until 9:00 PM, in others either by 2:00 PM or 5:00 PM.
DB Schenker
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DB Schenker pickup point package €7.99
Delivery usually takes 2-5 days to the pickup point, with over 1,100 pickup points to choose from.
You can see all the different delivery methods suitable for your order, along with their prices, by adding the products you want to your shopping cart and completing the requested address information.
What are the shipping costs?
Kiska's online store's shipping costs start at €5.99. Shipping costs vary based on the size and weight of the products in the order, as well as the selected delivery method and speed. You can see the final shipping costs by adding the products you want to your shopping cart and filling in the requested address information.
Travel assistance
-
Matkahuolto XXS package €5.99
Delivery time is generally 1–3 working days, 2000 service points to choose from.
Matkahuolto's XXS package can hold, for example, a single t-shirt or record and/or fabric badges, badges or other similar small products.
-
Matkahuolto Nähellä package €7.99
Delivery time is generally 1–3 working days, 2000 service points to choose from.
-
Matkahuolto Home delivery €16.99
Home delivery packages are generally delivered within 1–3 business days.
Postal
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Posti Small Package €6.99
Posti's Small Package is delivered to the recipient's mailbox or letterbox in approximately 2–3 working days. If the shipment does not fit in the mailbox or letterbox, it can be picked up at the nearest Posti collection point.
A small package delivered to a mailbox can hold, for example, a single t-shirt or record and/or patches, badges or other similar small products.
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Posti Postal parcel €7.99 - €8.99 - €9.99
Delivery usually within 1–2 working days, with over 2,700 pick-up and service points to choose from.
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Posti Home Package €18.99
Home package delivery times in major cities are until 9:00 PM, in others either by 2:00 PM or 5:00 PM.
DB Schenker
-
DB Schenker pickup point package €7.99
Delivery usually takes 2-5 days to the pickup point, with over 1,100 pickup points to choose from.
You can see all the different delivery methods suitable for your order, along with their prices, by adding the products you want to your shopping cart and completing the requested address information.
How long does delivery take?
Products in stock will be shipped within 7 business days of receiving your order, but we aim to ship orders within 1-3 business days of placing your order. Domestic deliveries take an estimated 1-5 business days, depending on the delivery method chosen, from the time your order has been shipped from the warehouse.
Where are orders shipped from?
All orders are shipped from Kiska's own warehouse.
Is it possible to pick up the order?
Unfortunately, it is not possible to pick up the products from the warehouse, the products are only delivered by post.
I haven't received my order within the stated timeframe or I have other questions about my order, what do I do?
Sorry to hear that your order has not yet arrived. Please first check the separate email message you received for the order tracking code. If you are a registered customer, you can also find the tracking code by logging into the online store's own pages and opening your order history. Sometimes, for example, you do not receive a pickup notification if incorrect contact information was provided when ordering and the package has already arrived for pickup.
If the information found in the tracking code does not clarify the progress of your order and estimated arrival, please contact Kiska's customer service at kiska@kiskamerchandise.fi , we will be happy to help.
Returns and exchanges
Can I return an order or product I have placed?
Almost all products purchased from Kiska's online store have a 14-day exchange and return right, which starts from the moment you receive the products. However, the right to return does not apply to underwear, intimate and hygiene products (such as earplugs) or gift cards or other digital products delivered immediately after payment. All returned products must be unused, clean, unstained, hairless and unmodified. Sealed products such as CDs, LPs & DVDs must be unopened.
Kiska has the right to refuse a refund or to only make a partial refund if the returned product does not meet the above requirements. Kiska is also not responsible for the costs incurred for a shipment that is returned undelivered or uncollected or due to incorrect recipient information (name, address, telephone number), as this is not a normal customer return.
The return must be sent within 14 days of submitting the return notification. The return shipment will be processed within 1-3 business days of receiving the return and the refund will be made once the product has been inspected. The refund will be made as soon as possible, but no later than 14 days of receiving the return.
Is there a fee for returning?
Yes, there is a fee for making a return in Kiska's online store and it costs €5.99. You can find the size chart for each product on its own product page with the measurements of the shirt in question, which you should read carefully to avoid unnecessary hassle of making a return. If necessary, you can inquire about additional information about the products before placing an order from Kiska's customer service at kiska@kiskamerchandise.fi .
How can I return or exchange a product?
Please make sure that the product is eligible for exchange or return; a maximum of 14 days have passed since you received the order, the product is in like-new condition and that the product is eligible for exchange or return. Please remember that Kiska has the right to refuse a refund or only issue a partial refund if the returned product does not meet the above requirements.
Please note that returns are always subject to a fee, and it costs €5.99, this amount will be deducted from the amount refunded to you.
If you are eligible for an exchange or return, please contact Kiska's customer service at kiska@kiskamerchandise.fi . Please include your name, order number and the products you wish to return in the message. You will receive a reply with more detailed instructions on how to make a customer return. Please note that different delivery methods have different return policies.
You can send the return in the original packaging, provided that the package is in good enough condition to be reshipped. Please note, however, that the packaging of the return shipment is the responsibility of the customer, and if the returned products of the order are damaged during the return shipment, Kiska is not obligated to pay a full refund. If you take the package to the office, remember to ask for a receipt for your return!
How is the refund of the return fee processed?
Returns will be processed within 1-3 business days of receiving the return and the refund will be issued once the product has been inspected. Please note that it may take up to several business days for the refund to appear. Refunds are always made automatically to the same original payment method and you do not need to provide payment information separately for the refund. If you used a gift card to pay for your order, the corresponding balance will be automatically returned to the gift card.
If the order was paid by invoice, the refund will be updated to the invoice to be paid. Please note, however, that if the invoice is due before the refund is registered, the original invoice must be paid first. The invoice service provider will credit and refund the payment afterwards, once the refund has been processed.
Kiska has the right to refuse a refund or only make a partial refund if the returned product does not meet the above requirements.
When returning the entire order, the shipping costs will be refunded according to the most affordable shipping method, even if the customer had originally chosen a more expensive shipping method for the order. Please note that Kiska has a return fee of €5.99 and this amount will be deducted from the amount refunded to you.
Can I exchange the product for another product or size?
A product can be exchanged for another if the product to be exchanged is in like-new condition, the product is eligible for exchange and return, and notification of the exchange is made within 14 days of the customer receiving the product. If you wish to exchange a product for another, please contact Kiska's customer service at kiska@kiskamerchandise.fi and include your name, order number, the product you wish to exchange, and the product you wish to receive in exchange in the message. You will receive a reply with more detailed instructions regarding the exchange of the product.
You can send the return in the original packaging, provided that the package is in good enough condition to be reshipped. Please note, however, that the packaging of the return shipment is the responsibility of the customer, and if the returned products of the order are damaged during the return shipment, Kiska is not obligated to pay a full refund. If you take the package to the office, remember to ask for a receipt for your return.
Please note that Kiska has the right to refuse an exchange if the product being exchanged is not in like-new condition and does not meet Kiska's other requirements. The exchange will be processed within 1-3 working days of receiving the exchange shipment and if the product is in like-new condition after inspection, we will send you the exchange product you requested.
What happens if I don't pick up my order?
An uncollected order is not the same as a cancellation of an order. We charge €19.99 for processing an uncollected order, which will be deducted from the amount to be refunded. The returned order will be processed and canceled, and the original order amount, minus €19.99, will then be refunded to the same original payment method. Once the refund has been made, the order is complete. If you wish, you can place a completely new order.
A delivery returned to the sender due to incorrect name or address information provided by the customer is also not the same as an order cancellation or return, but in this case the returned shipment is treated as an uncollected order.
If the order is returned to us undelivered, we will contact you separately and offer the option to resend the order at your own expense.
Complaints / wrong product
What do I do if I have received a defective product / I am not satisfied with the product?
We are sorry that you are not satisfied with the product you ordered or that there is a defect in the product. We carefully review the products that arrive at our warehouse, but sometimes a defective product passes our screening and ends up with the customer. Please be kind and send us a description and a few pictures of the defective product or packaging to Kiska's customer service at kiska@kiskamerchandise.fi . We will contact you as soon as possible and you will receive the necessary instructions on how to proceed.
If you pick up your shipment from the office and notice that the package has been damaged in transit, please file a damage report immediately. If the packaging used to ship the product is damaged, please also send pictures of the packaging for the purpose of investigating the complaint.
A complaint about a defective product must be made within a reasonable time after the defect was discovered, no later than two months after the defect was discovered.
Please note that the product's color tones may appear different from the screen, so a possible color tone of the product that differs from the image is not a reason for a complaint.
What do I do if I have received the wrong product?
We are sorry that you have received the wrong product. We strive to be careful when sending orders, but unfortunately sometimes we make mistakes. Please contact Kiska's customer service at kiska@kiskamerchandise.fi . We will give you instructions on how to return the wrong product and send you the correct product as soon as possible.
Production
How do I choose the right size?
You can find the size chart with measurements for each shirt on the product page of each product, which you should read carefully to avoid unnecessary hassle of returning the item. Please also remember that Kiska's online store offers a paid return policy of €5.99. If you need more information about a product, please feel free to contact Kiska's customer service at kiska@kiskamerchandise.fi .
The easiest way to measure is to compare the measurements of a garment that fits you with the measurements found in the size chart. However, we are not responsible for any errors or differences in the size charts provided by the manufacturer.
How do I wash my product correctly?
Each textile has washing instructions either printed, sewn into the seam or as a separate product label, which you should follow. All printed products are recommended to be washed inside out, with the image on the inside. It is also recommended to iron from the back of the printed image or place a towel between the iron and the image to protect the shirt.
Textiles last best the less they are washed, so remember to use local stain removal. Textiles should not be washed unnecessarily anyway, for example, airing, freezing and steaming will refresh textiles.
The ecology, ethics and quality of the products
We strive to choose ecological and ethical methods in the production of our products and invest in the quality and longevity of our products. We use textile manufacturers and printers that have proven their worth in Kiska, and for example, all textiles are printed in Finland.
As the owner of the textile, you can also influence how ecological a garment is by ensuring that the textile gets as many uses as possible and by ensuring that the textile is washed only when necessary and following the washing instructions.
Several of the artist's selections in Kiska's online store feature products made from Pure Waste's recycled materials, which are made from cutting waste from the textile industry. Cutting waste is recycled into new textiles at Pure Waste's own factory in India, where the cutting waste is originally created / cutting waste is available. The textiles are not dyed separately, but the colors of the textiles are determined according to the colors of the cutting waste, so the shades of textiles from different batches may vary depending on the batch. By utilizing recycled materials and original shades in production, approximately 1425 liters of water can be saved in the production of one t-shirt, compared to a t-shirt made from virgin materials. Learn more about Pure Waste here .
Are the products on sale at Kiska official fan products?
All products sold in Kiska's online store are official fan products, created in collaboration with the artist. The products are sold exclusively in Kiska's online store, at artists' gigs, and at possible pop-up events organized by Kiska or the artists.
Can I get the product autographed by the artist?
Kiska's online store has a limited number of products for sale, such as records and posters, also signed by the artist.
Autographed products are pre-signed by the artist (not pre-printed) and are available in limited quantities in stock. If the pre-signed products run out, but there is still a product in stock, it is possible that we will receive more autographed products later, you can inquire about availability from Kiska's customer service at kiska@kiskamerchandise.fi .
Unfortunately, individual or specified autographs are not possible through Kiska's online store.
I would like to ask for more information about the product.
Great news, feel free to contact Kiska's customer service at kiska@kiskamerchandise.fi .
What does pre-order product mean?
Kiska's online store selections may include pre-order products, which means that the product is already on sale in advance and the product will only arrive in stock later. You can find more detailed information about the estimated schedule of the pre-order product and the product's arrival in stock in the product information for each pre-order product. The shipping date / release date of a pre-order product is an estimate, the product may be delayed due to third parties.
Please note that if your order includes pre-order items, your entire order will be shipped at the same time once the pre-order items arrive in stock.
Booking
Can I reserve products?
Unfortunately, it is not possible to reserve products from Kiska's online store. Please note that some products have very limited availability and availability cannot be guaranteed.
Will there be any more products?
Possible replenishments are always announced on Kiska's social media and online store. The product information states that at least the last pieces of the batch are available. Sometimes products may still be left in the warehouse that accompanies the gigs, inquire about availability from Kiska's customer service at kiska@kiskamerchandise.fi . You can also submit requests for possible product replenishments to the same email.
Gift certificate
How do I pay with a gift card?
Once you have added the desired products to your cart, select “proceed to checkout” and enter your unique code in the field/space reserved for the gift card. If the gift card balance is not enough to pay for the entire order, you must select the desired payment method and pay the difference after the gift card amount to complete the order.
When will the gift card I ordered be available?
The gift card you ordered is available immediately. The gift card will be delivered to the email address you provided immediately after payment.
Can I cancel the gift card I ordered?
Unfortunately, gift card orders cannot be canceled.
How long is a gift card valid for?
The gift card is valid for one year from the date of purchase.
Can a gift card be converted into cash?
Gift cards cannot be exchanged for cash.
Is it possible to get a physical gift card instead of an electronic one?
Unfortunately, we are unable to deliver a physical gift card, at least for now. However, you can, for example, print out the gift card you received by email and give it to the recipient, or if you wish, you can make the gift card yourself. The only thing that is essential for the recipient of the gift card to use it is the unique code found on the gift card.
Can I pay with a gift card in installments?
Yes, you can pay with a gift card in installments. The remaining amount can be used later. However, please note that the gift card is valid for one year from the date of purchase.
Why isn't my gift card code working?
Check if you have entered the gift card code correctly. Please also make sure that there is still time left on the gift card. Gift cards are valid for 1 (one) year from the date of purchase. If the gift card is still valid and has a remaining balance, please contact Kiska's customer service at kiska@kiskamerchandise.fi and we will resolve the issue as soon as possible.
Is there still balance left on the gift card?
You can inquire about the remaining balance of the gift card from Kiska's customer service at kiska@kiskamerchandise.fi .
Where can I pay with a gift card?
Can I use a gift card as a means of payment at gigs?
Unfortunately, the gift card is only valid in the Kiska online store.
Discounts & promotional codes
How can I use the discount or promotional code I received?
Once you have added the products you want to your shopping cart, go to checkout and enter the code you received in the space provided.
Do I need a promotional code to take advantage of the discount?
Some discounts require a separate campaign code that is entered in the space provided during checkout, but some discounts do not require a separate code, but the discount is added to the shopping cart automatically. For example, if it is a product-specific discount, you can find information about the discount in the product details. If it is a separate discount campaign, you can find more information about the discounts on Kiska's homepage.
Can I add a promotional code to my order later?
Unfortunately, you cannot add a discount code to your order afterwards.
When are the next sales? When will a product go on sale?
Kiska does not usually organize regular sales during the changing seasons. Many products are not offered at all, but are sold out at gigs or in the online store before the need arises to make room for new products in the form of sales.
The promotional code I received doesn't work, what do I do?
Please make sure that the promotional code is valid and that all of its order conditions, such as the minimum order limit, are met or that the product you ordered is not excluded from the discount. If you have any problems using the promotional code, please contact Kiska's customer service at kiska@kiskamerchandise.fi .
Can I take advantage of several different discounts at the same time?
Unfortunately, it is not possible to use multiple discount codes on the same order.
Newsletter subscription
How can I subscribe to Kiska's newsletter?
You can subscribe to Kiska's newsletter from the "subscribe to newsletter" section at the bottom of the online store by entering your email address and pressing send. You will then receive a confirmation email confirming your subscription to the newsletter.
How often is the newsletter sent?
The Kiska newsletter is sent approximately 1-3 times a month.
What are the benefits of subscribing to Kiska's newsletter?
As a newsletter subscriber, you will receive advance information about possible future additions, new products or campaigns.
How can I cancel the newsletter subscription?
You can cancel the newsletter subscription by clicking the "Unsubscribe" button at the bottom of the newsletter you receive, or you can request cancellation of the newsletter from Kiska's customer service at kiska@kiskamerchandise.fi .
I couldn't find the answer to my question.
Please contact Kiska customer service at kiska@kiskamerchandise.fi and we will be happy to help you. We aim to respond to emails within 1-2 working days of receiving the message.