Frequently asked Questions

On this page you will find answers to frequently asked questions. However, if you cannot find an answer to your question, please contact our customer service.

How can we help?

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Did my order arrive?

The order confirmation sent to your e-mail is a confirmation that your order has arrived! At busy times and depending on the payment method, it may take a few minutes for the confirmation to arrive.

You will also receive a separate message from the payment service provider with confirmation of a successful payment (this message therefore comes directly from e.g. Paytrail or Klarna).

Why didn't I receive an order confirmation?

Please check your spam folder and the email you used for your order and its spelling. Sometimes there is also a slight delay in the system. Contact our customer service at info(at) or chat on weekdays from 9 am to 3 pm if you have not received an order confirmation.

When will my order be delivered?

We pack and deliver orders as soon as possible, often on the next business day. Our delivery time to Finland is approx. 1-5 business days. Promotions can sometimes increase the delivery time. If the delivery delay is significant, we will try to inform the customer about it.

You will receive a notification by e-mail when your package has been packed and sent from our warehouse. After this, it is up to the transport company (e.g. Posti or Budbee) how quickly the package can be picked up/delivered.

Can I edit my order?

We can remove products from the order or change the size of the product if your order has not yet been processed by the warehouse and the desired size remains. Unfortunately, we are unable to add products to the order. If you want to order more products, please place a new order.

Can I cancel my order?

You can cancel the order if you have not yet received a delivery confirmation. Delivery confirmation refers to the message you receive when the order is packed and ready to leave the warehouse for you. If you want to cancel the order, contact info(a)

After receiving the delivery confirmation, you can cancel the order by returning it according to our return conditions .

Can I combine orders?

Unfortunately, combining orders is not possible.

Can I place an order by calling or emailing?

Of course! Contact our customer service , tell us the products you want, the delivery address and we will send you a payment link by email. Once payment is received, we will deliver the products to you. Please note that the products cannot be reserved for you until they have been paid for.

Can I pick up my order?

At the moment, unfortunately, we cannot offer a pickup option as a delivery method.

Exchanges and returns

Can I exchange the product?

Yes, exchanging the product for another size or a completely different product is completely free of charge through our exchange and return portal . Read more about exchanges here .

How do I change the product?

You can complete the exchange free of charge on our return portal . Select the product to be returned and the size you would like to exchange. If the new product is cheaper than the returned product, we will refund the difference when the returned product arrives. If the product to be exchanged is more expensive, we will send you a difference invoice to your e-mail when we have received the returned product. By paying the separation bill, we can complete the exchange. We can exchange products with a value of more than €25.

How do I return the product?

You can complete the return on our return portal . In the portal, you can choose a return according to your payment method, a return with the value of the gift card or an exchange for another product or a different size. Mailing the return is free of charge and our return number works at Posti or Matkahuolto customer points. You will receive return numbers and more detailed instructions from the return portal after you have reported the return.

Unfortunately, our customer return numbers do not work in parcel machines. Please always keep the receipt from the return and the tracking number until we have processed the return.

How much does a refund cost?

Exchanging products is free, we charge a €5.00 return fee for returns, but you can avoid the fee by choosing a refund for the gift card (plus you get +10% extra value for the gift card).

When will I receive a refund?

We process returns as soon as possible at our warehouse, but within 14 days at the most from the return's arrival. You will receive an email from us when your return has been processed.

You can track your return package using the tracking code found on the return receipt. In any case, remember to keep the receipt from your return until the refund has been made!

Can I return or exchange a product that has already been exchanged once?

The exchanged product also has a right of return within 14 days of receiving it. Unfortunately, we cannot exchange a product that has been exchanged once.

Why can't I find my order number on the returns portal?

If your order number starts with the #K prefix, you have placed an order through our international online store at and you can read the return instructions for you here .

Error in order or product

I received the wrong product, what do I do?

We are sorry for the incorrect delivery of the product. Please contact us as soon as possible at info(at) or on weekdays in the online store chat from 9 am to 3 pm, and we can fix the situation. Attach to the message your order number and information about the wrong product, as well as a photo of the product.

The wrong order was delivered to me, what do I do?

We apologize for the wrongly delivered order. Please contact us as soon as possible at info(at) or on weekdays in the online shop chat from 9 am to 3 pm, and we can fix the situation. Attach to the message your original order number (found in the order confirmation), the number of the wrong order that arrived (found in the included shipping list) and a picture and/or information about the contents of the erroneously delivered package.

There is a mistake in the product I received, what do I do?

We are sorry for the faulty product! Please contact info(at) as soon as possible. Include your order number and a picture of the product error in the message.

We cooperate with the repair service Menddie , through which the repair of the product is free of charge for the customer. You can get inquiries about product repair possibilities and instructions on sending it to Menddie from our customer service.


Where are Kaiko's products sold everywhere?

You can find the widest selection of Kaiko products in our online store. You can also find plenty of Kaiko products at our retailers, a list of which can be found here . Please note that the selection varies depending on the retailer. You can get the best information about the retailer's selection by contacting the retailer directly.

Where can I buy used Kaiko products?

You can find our products at our partner Ninyes, second-hand stores, various used goods platforms (e.g. Zadaa, Tise, etc.) and Facebook flea markets (e.g. Kaiko kirppis ).

I would like to become a Kaiko reseller, how do I do it?

Great! Contact retail(at) and we'll talk more.


I would like to cooperate with Kaiko, how do I do it?

It's great to hear that you would be interested in working with us! ❤️If you have a business collaboration in mind or if you have any questions about PR or photography loans, please send us a message at emilia(a) We will contact you as soon as possible.

If you would like to cooperate with influencers or suggest something related to social media, please fill out the attached form and tell us more about yourself and what kind of cooperation you would like to do with us. Our marketing team will be in touch with you as soon as possible, if cooperation becomes relevant!

As a model for everyone

I would like to be a model for Kaiko, who do I contact?

Glad to hear that the model's work is interesting to us! You can send your information, a few recent photos and your possible Instagram nickname to this email models(a) We collect model searches in one place in that email so that we can find them more easily when needed!

Jobs and internships

How can I apply for a job at Kaiko?

Apply for a job or internship with us! From time to time, we need helping hands for both shorter and longer periods of time. Fill out the open application and we will be in touch when places or gigs become available. We can't wait to hear from you! Send your open application to info(at) Please include at least your contact information, your location and information on how you would be available in the application.

Take contact

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