Terms and conditions

These terms of delivery are valid from June 16th, 2025.

Online Store

nurja Oy
Ilmarinkatu 35
33500 Tampere
Finland
+358 45 7873 4941
info@nurja.fi
www.nurja.fi
Business ID: 3007690-3

Products in the online store are sold by nurja Oy (Business ID 3007690-3).

Nurja’s online store is the easiest way to order our products to your home. All prices displayed in the store include VAT: 14% for books and magazines, and 25.5% for yarns and other products. Shipping costs are added based on the chosen delivery method. By placing an order, you agree to these terms of delivery, which apply to all products in the online store. We reserve the right to change prices and shipping costs.

Ordering

Products are ordered in the online store by adding them to the shopping cart and paying for the contents via an online payment service. All customer information is treated confidentially. The contact details requested at the time of the order will only be used for order delivery or clarification unless otherwise specified. By ordering from our online store, you are expected to have read and agreed to the terms of delivery in force at the time.

Payment and Payment Methods

You can pay using Paytrail, Klarna, PayPal payment options or by prepayment invoice sent via email.

Payment Service Providers:
Paytrail Oyj (Business ID 2122839-7) acts as the payment service provider in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the recipient on your bank statement or credit card bill and forwards the payment to the merchant. Paytrail Oyj is licensed as a payment institution. For complaints, please contact the product supplier first.
Paytrail Oyj, Business ID: 2122839-7, Innova 2, Lutakonaukio 7, 40100 Jyväskylä, Finland

Klarna
Klarna is a global payments and shopping service founded in 2005 in Stockholm, Sweden. They offer various payment options like direct payments, pay-after-delivery, and installment plans to make online shopping simpler. To contact Klarna, you can visit their customer service pages for contact details and support, or use their app for self-service option
Klarna Bank AB (publ). Sveavägen 46, 111 34 Stockholm. Organization number: 556737-0431

Paypal
PayPal is an online payment system that allows you to send and receive money around the world. You can link your credit card, debit card, or bank account.
PayPal is located at 2211 N 1st St. San Jose, CA 95131

Credit Card Payment:
You can pay with Visa, Visa Debit, Visa Electron, MasterCard, Debit MasterCard, and American Express. The store uses Verified by Visa, MasterCard SecureCode, and American Express SafeKey authentication services. Payments are made securely via an encrypted payment form, and card details are not stored in the online store’s systems.

Prepayment:
If you choose prepayment, we will provide payment details with your order confirmation. The order will be shipped once the payment is visible in our account. A service fee of €1.90 applies. Items are reserved for 3 days, after which unpaid orders are canceled and products returned to inventory.

Gift Cards

Our gift cards are valid for 6 months by default from the date of creation. The expiration date is marked on the card. Validity cannot be extended after expiry. In case of issues, contact us at info@nurja.fi before the card expires.

Order and Payment Confirmation

Once we have received your order, we will immediately send you an email confirmation with the order details. Always check the confirmation. If you have any questions, contact our customer service right away. Save the confirmation in case you need to contact us. When contacting customer service, have your customer and order numbers available. Always check that the package contents match your confirmation.

Customer Service Contact:
nurja Oy
Ilmarinkatu 35
33500 Tampere
+358 45 7873 4941
info@nurja.fi
www.nurja.fi

Delivery Methods and Costs

Store Pickup:
Pick up your order within 2 weeks with your order number. If someone else is picking it up or if you'll be late, inform us via email or the “Additional Information” field. Store pickup is free.

XXS Package (Matkahuolto):
Small letter-sized items can be shipped as an XXS package with a tracking code. Delivered to your chosen Matkahuolto pickup point or mailbox. Delivery time is typically 1–2 business days.

PostNord Parcel
The PostNord Parcel Locker option offers customers a flexible, accessible delivery location for parcels throughout the Nordics. Parcels are delivered to one of over 6000 PostNord Parcel Lockers, allowing recipients to choose the locker that’s most convenient for them.

With PostNord Parcel Lockers, you can track the package’s journey from collection to pickup. The recipient receives a notification via SMS, email, or the PostNord App when their parcel is ready for pickup at their selected locker, ensuring a smooth and flexible delivery experience.

Lähellä Package (Matkahuolto):
"Lähellä-paketti" translates to "Near-by Parcel" in English. It refers to a Matkahuolto service where packages are delivered to the recipient's nearest or the sender's chosen pick-up point, typically a shop or other business that acts as a Matkahuolto agent or parcel point Delivery time is usually 3–5 business days.

Combining Orders:
If you have an active order without shipping confirmation, we can combine new items into the same shipment. No extra charge. However, we don’t refund shipping even if the combined total exceeds the free-shipping threshold.

Delivery Time

Orders are generally shipped within 1–4 business days (excluding prepayment orders). If any items are out of stock, we will contact you. For pre-order items, the order ships once all items are ready.

Standard Nurja yarn shades (black label) are shipped based on stock availability. Large orders may be dyed to order, with a delivery time of about two weeks. We will notify you promptly of any delays.

We are not responsible for delays caused by force majeure or any resulting indirect damages. Exceptional delivery times will be announced on our website.

Return Policy

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period ends 14 days after the last item was received or, for downloadable items, from the time of order.

To exercise the right of withdrawal, notify us clearly (preferably via email). Sending notice before the deadline is sufficient.

The right of return does not apply to custom-dyed yarns, product bundles, digital knitting patterns, or printed items like books and magazines. Knitting needles must be unused in unopened packaging.

Effects of Withdrawal

If you cancel your order, we will refund payments of delivered items within 14 days of receiving items back to us. Refunds are made using the same payment method unless otherwise agreed, with no cost to you.

Return shipping costs are the customer's responsibility.

Items must be returned within 14 days of notice. The deadline is met if the items are sent back before it expires.

You are responsible for any loss in value from handling beyond what is necessary to determine the item's nature, features, and functioning.

Unclaimed Packages

For unclaimed packages with no withdrawal notice, we charge for shipping. Not claiming a package does not constitute a return or cancellation.

Problem Situations

If a product is lost or damaged during delivery or doesn’t match your order, report it within 14 days in writing (email preferred) or by calling our customer service. If the package is visibly damaged during delivery, file a complaint immediately with the carrier.