Return and exchange of goods
Exchange
NB! Free exchange is only available in Estonia and can be used once. The cost of returning the item is the responsibility of the person exchanging it, but we will send out the exchange free of charge.
If you’re in a hurry to receive the item, you can return it and order a new size, paying for the new order immediately. The exchange process is slower.
Please read the instructions on how to send refunds, fill in the return form and send the returned products to us according to the instructions.
- Place a new order for the desired product
- Choose “pay by invoice” but do not pay for the order
- Be sure to choose the parcel machine from which you want to receive your goods.
- If there is a difference in the price of the product you wish to exchange, we will contact you with further instructions.
- Please write the order number you are returning or for which you want an exchange in the additional info.
- We will send out the exchange once we have received and checked the return and, if necessary, settled the return charges.
Return to
After receipt of the order, the buyer has the right to withdraw from the e-contract within 14 days. The right of return does not apply if the goods have been purchased from the shop on the spot, in which case they can be exchanged.
To return the goods, please fill in the return form below and return the unsuitable goods to us using the same carrier as the one that delivered the goods, following the instructions below. Parcels returned in this way will be brought directly to our warehouse. We do not collect otherwise returned parcels from vending machines (unless otherwise agreed). The return postage will be borne by the returning party (deducted from the amount to be returned).
When ordering with SmartPost, the customer can return the parcel with the same code with which the parcel was picked up, and the return shipping costs (€2.79 Estonia, €5.29 courier, €10.30 Finland) will be deducted from the amount to be returned.
a) If the parcel arrived at a blue parcel terminal, the parcel can be returned with the same door code from any SmartPost blue parcel terminal in Estonia.
A parcel that has arrived at a blue parcel terminal can also be returned from a white parcel terminal by making a return in the https://my.smartpost.ee/return_parcel/ self-service environment using the parcel number (barcode). You can find the barcode (= parcel tracking number) on the parcel card or in the last e-mail you received when placing your order.
b) If the parcel arrived at a Smartpost white parcel machine or parcel point, you can only make a return in the https://my.smartpost.ee/return_parcel/ self-service environment by the parcel number (barcode), you can choose to return from either the white or the blue parcel machine. You can find the barcode (=parcel tracking number) on the parcel card or in the last e-mail you received when you placed your order. As a result of the checkout, the customer will receive a door code to insert the returned goods into the desired parcel machine. Unfortunately, returns cannot be made from the parcel shop.
c) If the parcel was ordered by courier and you wish to return it by courier, you must fill in the return form: https://itella.ee/kuidas-pakki-tagastada/ (the tracking number can be found on the parcel label or in the last e-mail confirming your order).
When returning from a parcel machine, the door code must be generated https://my.smartpost.ee/return_parcel/
Finnish parcels can be returned here, by selecting ”Return with the original item ID”. Tagastuskulu (10,43 €) arvutatakse maha tagastatavast summast.
When ordering with Omniva, the customer will receive a return code via a message and the return fee (€2.70 in Estonia) will be deducted from the refunded amount.
When filling in the return form, please tick the box “I need a Venipak/Swedish Omniva return label”. We will send you the return label by email. The return shipping cost (9,61 €) will be deducted from the amount to be returned.
When filling in the return form, please tick the box “I need a Venipak/Swedish Omniva return label”. We will send you the return label by email. The return shipping costs (2,05 € Estonia; 5,95 € Latvia; 6,55 € Lithuania) will be deducted from the amount to be returned.
When ordering with Unisend, the customer will receive a return code by message and the return cost (3,25 € Estonia; 3,50 € Latvia; 3,80 € Lithuania) will be deducted from the refunded amount.
If you need to return your order please contact us info@tupsunupsu.ee
The right of withdrawal does not apply if the buyer is a legal person. In order to exercise the 14-day right of withdrawal, the goods ordered may not be used in any other way than is necessary to ascertain the nature, characteristics and functioning of the goods, in the same way as is allowed for testing the goods in a physical shop. If the goods have been used for purposes other than those necessary to ascertain the nature, characteristics and functioning of the goods, or if the goods show signs of use or wear, the Online Shop shall be entitled to reduce the refundable amount in accordance with the reduction in the value of the goods. The right of return does not apply to rubber bands, as they are cut to the customer’s specific requirements. For more information on the return of goods, please click here.
In the event of a partial return, the postage will be refunded proportionally.
Sending refunds
- Add to box or pack your order number ! ! !
- If you want an exchange, please add your new order number to the package.
- Wrap the shoe box in a newspaper, paper bag or similar so that it is the original packaging and the product cannot be damaged. When returning the product, please pack it even if you wished to receive your order unpacked. If you are returning a product without a box, please ensure that the packaging protects the product from external damage.
- Return the parcel with a return code (Omniva), door code (Smartpost) or return label (DPD) according to the instructions above to Karenberg OÜ (+37256561734).
- Returns can also be brought to the shop during opening hours (Ilmatsalu 3).
- The money will be returned to the same bank account from which the payment for the order was made.
Return form