Delivery & Returns
We want to make sure that your orders get to you as soon and simply as possible. All orders are despatched from Savonlinna, Finland where we keep our stock.
Orders are delivered within 5 working days throughout Finland. The price for delivery of a parcel around Finland depends on its weight and can vary from 5 to 25 EUR. Your delivery fee will be computed during the checkout process before money is collected based on current Posti rates.
International delivery charges
The cost of international delivery varies depending on the weight and location. Your delivery fee will be computed during the checkout process before money is collected based on current rates. Please see our Terms and Conditions for more information.
For Orders valued greater than £75.00 (or its equivalent in EUR) the Price of the Goods includes delivery to the UK by Finnish courier service (Posti). For Orders valued less than £75.00 (or its equivalent in EUR) or where the Customer opts for an improved delivery service or where the Customer’s address is outside the EU or UK, the Customer will pay the Company’s delivery charges as quoted on the website on the date of placing the order.
Orders containing products manufactured by Specialist Supplements (UK) besides other products will be split in two with Specialist Supplements products despatched from UK by Royal Mail or DPD courier service depending on the weight.
Therefore, the Customer will receive two parcels – one from Finland, the other from UK.
There’s no extra charge for product despatch from UK in case of mixed UK and Finland orders.
Nevertheless, if there are only Specialist Supplements products in the order same shipping costs will be applicable as in case of Finland despatch.
Delivery charges vary according to the destination and weight of your parcel. If the cost of sending your parcel exceeds the standard charge we have implemented for your region, we will not ask you to pay the revised cost.
When we despatch your parcel
Every effort will be made to despatch the goods within a reasonable time period. It’s possible that we won’t have the product you ordered in stock. If the product isn’t already out of stock with manufacture, we’ll have it in a few business days. We will refund your order in full or in part if the product is discontinued and we are unable to supply it.
We shall endeavour to despatch orders within 5 working days after receiving payment from the customer.
Despatching of the Order is only done after authorization and capture of your payment. We never capture the payment if we are not sure that the product you order is in stock.
We usually check the availability within a couple of hours after the order has been placed. If we can’t supply the product we will immediately refund according amount. It normally takes a few minutes to get your money returned to the appropriate payment method.
Where the goods are supplied for export from Finland, you will be liable for complying with any legislation or regulations governing the import of products into the country of destination and for the payment of any import duties or taxes which are levied on them.
Customs declaration and commercial invoice are required for orders shipping outside the EU. As a result, preparing these orders to despatch takes longer than preparing EU orders.
Please note that you may also be required to pay import duties and/or taxes when your order reaches your country. These and any other charges for customs clearance are your sole responsibility.
If you order from UK, please note that you’ll be contacted by Royal Mail, Parcelforce or the courier company if you need to pay any VAT, duty or delivery charges (‘handling fees’) to receive your goods.
They’ll send you a bill stating exactly which fees you need to pay.
You will not have to pay anything to the delivery company to receive goods worth less than £135 unless they’re gifts over £39 or excise goods (for example, alcohol and tobacco). Read more here.
Despatch and Delivery Information
All products ordered from the website shall be sent to you from our logistics facilities in Finland via Finnish courier service (Posti). Some other courier service in your country may be used under agreement between Posti and the courier service to deliver the order in the country of destination.
We shall not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery.
The products you order will be delivered to the address you give when you place your order. However, for deliveries outside EU or the United Kingdom additional delivery charges may apply.
If there is no one at the address given who is competent to accept delivery of the products, you will be notified of an alternative delivery date or a place to collect the products by the courier in your country.
You will become the owner of the products you ordered and responsible for risk of loss or damage to them once they have been delivered to you. The products will be at your risk from the time of delivery.
Our Delivery Options
Target Delivery Times (EU): Usually 8-10 working days
Target Delivery Times (outside EU): 10-15 working days
However, it may take longer during busy times or logistics problems due to Covid-19 Pandemia.
How can I amend or cancel my order?
If you wish to amend an order please call +358 465791038 or text over WhatsUp same number as soon as possible so we can make any changes prior to despatch. Unfortunately, if the order has been despatched it cannot be cancelled and will have to be returned (within 4 weeks), once the goods are received back a refund will be arranged. Click here to find out more about Returns & Refunds.
Where is my order?
If you have not received your order within a reasonable number of days, please call our Customer Service on +358 465791038 or email [email protected] and we will be happy to help.
For all orders, as long as you provide us with correct mobile number or email, you will receive an SMS or email when your package leaves the our courier’s logistics facilities in Finland, and another SMS or email once it reaches your country logistics agent. A further SMS or email will be sent prior to delivery by logistics agent in your country.
Due to COVID-19 and peak season ordering, there may be additional delays of up to two weeks when delivering internationally. If you require any additional information, please contact our Customer Service.
Can I place an order over WhatsUp?
Yes, you can place your order writing to our Customer Service WhatsUp at +358 465791038.
Do I have to register?
Yes, you do not need to register for an account in order to place an order. We offer a guest checkout option. However, whilst placing the order, you will have to provide all billing and delivery information.
You may cancel your order prior to despatch by notifying us in writing at [email protected] stating your order number and the reason for cancellation. You may cancel your order not later than 7 days after you receive the order sending us cancellation notice in writing at postal address indicated below.
Cancellation notice should clearly indicate your order number, date, amount paid and reasons for cancellation.
The products to be returned must be returned unopened, at your own expense and received by us in a sound condition. We recommend the use of a recorded delivery service.
These costs of return delivery will not be reimbursed.
You can no longer cancel your order once you have opened the product box/pot/jar or used the product. However, your statutory rights concerning the quality of those products will be unaffected.
The Company will refund the buyer for the price of the goods within 30 days of receiving the returned goods in a sound condition. The price for goods will not be returned if returned items are not intact, dirty, damaged or not in a sound condition.
To send us Cancellation notice, please use this address:
Terve Elo Oy. Olavinkatu 52, 57100 Savonlinna, Yritystoiminnan Ratkaisijat, Finland.
To return your goods, please use this address:
Terve Elo Oy. Sallinjoentie 134, 58830 Parkumaki, Finland.
The parcel is returned to the sender if the recipient refuses to receive it for any reason. In this instance, the sender is not liable for the undeliverable package and is not obligated to reimburse the buyer for the amount of the order, including shipping costs.