Returns & refunds
The short version: you can cancel your order within 14 days of receiving it, for any reason. Tell us, send the items back, and we refund you. If something arrives damaged, faulty, or wrong, we fix it at our cost.
Last updated 24.9.2026. Kuldlelu, Finnish business ID 2873201-9, VAT ID FI28732019.
Returns at a glance
What happens in the most common situations, and who pays for shipping.
| Situation | Deadline | Return shipping |
|---|---|---|
| Cancelling before we ship | Any time before we start collecting or dispatching your order | Nothing to send back, full refund |
| Changed your mind after delivery | Tell us within 14 days of receiving the order, then send the items within 14 days of telling us | Paid by you |
| Damaged, faulty, or wrong item | Tell us as soon as you notice, ideally within 14 days of delivery | Paid by us |
| Packet left uncollected | Not treated as a cancellation | Both outbound and return shipping charged to you |
Cancelling before we ship
Changed your mind right after ordering? You can cancel for free before we have started collecting or dispatching your order. Registered customers can do this directly from Order History, and guests can use the secure link in their order confirmation email or the Withdraw from Contract form.
Once your order has been dispatched, it can no longer be stopped in transit. In that case, simply follow the return steps below after it arrives.
How to return after delivery
In line with EU consumer rights rules on distance selling, you can cancel your order, fully or partially, within 14 days of receiving it. You don't need to give a reason.
Tell us
Within 14 days of receiving your order, notify us using the Returns Form, the Withdraw from Contract form, or our Contact form.
Please include your name, order number, and which items you are returning.
Send the items back
Post the items to the return address below within 14 days of notifying us, packed carefully so they arrive safely.
Add a note with your name and order number inside the package. Return shipping is your responsibility.
Get your refund
We refund you within 14 days of your notice, as soon as the items have reached us or you have shown us proof that they are on their way.
If an order arrived in several shipments, the 14 days start from the day you received the last one.
Return address
Kuldlelu
Yläkartanonkuja 3D, LT1
02360 Espoo
Finland
Refunds
- Payment method: refunds go back to the same payment method you used for the order, whether card, bank payment, mobile wallet, or PayPal. There are no fees for this.
- Timing: within 14 days of your cancellation notice. We may wait to refund until the items have reached us, or until you have shown proof of sending them, whichever comes first.
- Original shipping cost: if you return your whole order, we also refund the original delivery cost, up to the price of our cheapest standard delivery option. If you chose a faster option such as FedEx, the difference is not refunded.
- Partial returns: if you keep part of the order, we refund the price of the returned items. The original delivery cost is not refunded in that case.
- Return shipping: the cost of sending the items back to us is the customer's responsibility, unless the item was damaged, faulty, or wrong.
- Installment plans: if you paid in installments, the refund is made to the payment provider, which then settles your plan.
Not sure yet? You can always ask us before sending anything back.
Condition of returned items
Please return products unused, in their original condition and in their original packaging.
Many of our products, such as washi tapes, have a wrapper or label that carries the product information, and without it we can no longer sell the item as new. If a returned item is used, damaged, or cannot be sold as new, we deduct an amount matching the reduced value from your refund. The deduction can be a substantial part of the price.
Unsure whether something is right for you? Ask us anytime. We are happy to send extra photos or details.
Please pack returns carefully. Paper goods bend easily, and we are not responsible for damage that happens on the way back to us.
Damaged, faulty, or wrong items
We check every order before it leaves, but things can still go wrong in transit. If they do, we will make it right.
- Let us know: contact us through our Contact form as soon as you notice the problem, ideally within 14 days of receiving your order. Please include your order number and a few photos of the item and the packaging.
- We cover the costs: if we need the item back, we pay for the return shipping. Sometimes photos are enough and you don't need to send anything back.
- Replacement or refund: we send you a replacement, or refund the item if it is no longer available or if you prefer.
- Damage in transit: please also file a complaint with your local post office or the carrier that delivered your order.
- Lost orders: if your order has not arrived within the estimated delivery time on our Delivery Information page, please get in touch and we will investigate with the carrier.
None of this limits your statutory rights under Finnish and EU consumer law.
Special cases
- Digital and downloadable items: if you agreed to waive your right of withdrawal so that we could deliver the item straight away, the right no longer applies once delivery has happened.
- Gift cards: an unused gift card can be cancelled within 14 days of purchase. Once it has been used, fully or partially, it can no longer be cancelled.
- Unclaimed packets: failing to collect your shipment from the carrier is not considered a cancellation. Without a cancellation notice from you first, you will be charged in full for both the outbound shipping and the return shipping.
- Returns from outside the EU: please contact us before sending, and mark the package as "Returned goods" on the customs declaration so that it is not charged import fees on arrival in Finland. Return shipping and any fees at your end are your responsibility.
If we can't agree
We always aim to solve any problem together with you. If we cannot reach an agreement, you can contact the Finnish Consumer Advisory Services and bring the matter to the Consumer Disputes Board. Customers in other EU countries can also get help from the European Consumer Centre Finland.
We are happy to help
Start your return below, or reach out through our Contact form if you have any questions.
