Exchange and returns

Christmas gifts purchased from 11.11.2024 have an extended exchange and return right until 6.1.2025.

All products purchased from Nanso's online store have a 14-day right of return from receiving the products. The right of return also applies to discounted products purchased in the online store. If you return the entire order, we will also reimburse you for any shipping costs and payment method surcharge. There is no return or exchange right for opened Vogue sock products.

Regularly priced products bought in the store have a 14-day right of return. Please keep the receipt. The right of return does not apply to socks and pantyhose products. Sale and offer products bought in the store have a 14-day exchange right.

Returning domestic deliveries is free for you if you return the products within 14 days. In connection with returns of foreign deliveries, we charge the customer a delivery fee of €9.90.

Changing the product

Products purchased in our online store cannot be exchanged. If you want to change the size or color of the product, or if you want to exchange it for a different product, return the product and make a completely new order. You can return a product purchased in the online store directly to a Nanso store or through Posti/Matkahuolto. If you placed your order as store pick-up, the exchange and return is primarily to Nanso's store.

Products bought in a Nanso store can only be exchanged and returned to Nanso stores. You can exchange or return the product at any Nanso store. Before exchanging, please check that the product you want can be found in that store.

Nanso products purchased from retailers must be exchanged and returned in accordance with the retailer's return and exchange instructions.

If you had to return the product you bought with a discount and the discount campaign has already ended, we will offer a replacement product at the same price with a new order. Only a different size or a different color of the same product is counted as an exchange product. Please contact our customer service during the return period, before placing a new order.

If you have used a discount code redeemed with loyalty points for your purchase, the discount cannot be used for an exchange product. Loyal customer discount codes are subject to the terms of use of the discount codes for exchanges and returns. Please read the terms of use here .

Return instructions

Pack the return shipment and mark the returned products in the shipment. Returned products must be handled with care and must be unused (except for matching) and in their original packaging. The labels of the products must be closed. Nanso reserves the right not to accept returns if the product or product packaging no longer corresponds to a new, unused product. Opened Vogue socks and pantyhose products are not eligible for return or exchange. Pack the returned products and the shipping list in, for example, the original shipping packaging.

Processing returns at our warehouse usually takes about 5-14 business days from the arrival of the package. You will receive a message in your email as soon as your return has been processed at our warehouse. If there are more than 18 business days from the return date, please contact our customer service with the return tracking code, so we can check the progress of the return better. The tracking number can be found on the return receipt you received.

Return to Nanso's store

• If you placed your order with the Pickup from Nanso store delivery method, return the products primarily to the Nanso store. Take the salable products to the store and you will receive a receipt for the return.

• Orders placed through Posti and Matkahuolto can also be returned directly to Nanso's store. Take the package to the store and you will receive a receipt for the return. Keep the receipt until you receive confirmation from Nanso that the return has been received. The stores' contact information can be found here.

Return by Posti and Matkahuolto delivery methods

• If you placed your order via Posti: stick the return address sticker that came with the shipment in a visible place on the package. Take the package to the nearest Post office and ask for a return receipt. Keep the receipt until you receive confirmation from Nanso that the return has been received.
  
  If there is no return address label, you can deliver the package directly to the Posti office by giving Nanso's online store contract number 641083 at the checkout. In this case, Posti will print a return label on your package. The return is free of charge for you.

• If you placed your order through Matkahuolto: take the package to the nearest Matkahuolto office. Tell the customer service representative the return code 9508347. The customer service representative will print the return address label for you. Ask for a receipt for the return. Keep the receipt until you receive confirmation from Nanso that the return has been received.

• If you placed your order via UPS: stick the return address sticker that came with the shipment in a visible place on top of the package so that it covers your own address. Take the package to the nearest UPS pick-up point and ask for a receipt for your return. Keep the receipt until you receive confirmation from Nanso that the return has been received. The return of foreign deliveries costs €9.90, which is collected when refunding the products.

Post Smartpost

Get the code needed for the return at: posti.fi/palautapaketti. Take down the tracking code starting with JJFI for your shipment, because you need it to get the return code. In the Posti service, select the machine that suits you based on the zip code and you will receive the Helposti return code to be placed on top of the package. At the same time, you will receive the compartment number and the compartment code, which you can use to return the package to the parcel machine of your choice. The return is free of charge for you.

If necessary, you can also deliver the package directly to Posti's office by giving Nanso's online store contract number 641083 at checkout. In this case, Posti will print a return label on your package. The return is free of charge for you.

You will receive a receipt from the parcel machine. Keep the receipt until you receive confirmation from Nanso that the return has been received.

Credit

We refund the returned products as soon as we have received and processed your return. Return processing usually takes about 9-12 business days after the return is sent. During rush hours, return processing may take a little longer. You will receive a notification in your email when the return has been processed at our warehouse.

The refund is always paid to the same payment method that you used when paying for the order. If you paid with an online bank payment, the refund will appear in your account after 1-3 business days, depending on the bank. Some banks require confirmation of the account number, and in this case you will receive instructions for confirming the account number securely from our payment service partner Paytrail Oyj by email.

If you paid for your entire order with a gift card, the amount will be returned to the original gift card. If you used a gift card and another payment method when paying, then the refund is always primarily for the original gift card and only then for the other payment methods that were used for your order.

In order to process the refund, we need a return tracking code.

Klarna

If you chose an invoice as the payment method for your order, a new invoice will be sent to your email when the return has been processed. If necessary, you can contact the customer service of our payment intermediary Klarna to move the due date of the invoice www.klarna.fi .

If you have returned some of the products, you will receive a receipt from us when your return has been processed. You will also soon receive a new updated invoice from Klarna and you can make the payment according to the new invoice. You do not have to pay the entire bill if you intend to make a return. If you return the entire order, your invoice will be canceled when your return has arrived at our warehouse and has been recorded.

If the return has been delayed and the due date of the invoice is approaching, you can visit Klarna's customer pages to report the return, in which case the invoice will go into pause mode and the due date will not run.

Klarna's customer service will help you with all invoice-related questions.