Delivery terms, payment terms and returns

We have compiled the most important information on this page to help you shop online.

The content is divided into the following topics:

  1. General
  2. Products and product prices
  3. Ordering and contract
  4. Payment and payment methods
  5. Order, payment and shipping confirmation
  6. Delivery methods and delivery costs
  7. Delivery time
  8. Transmission check, error and problem situations
  9. Exchange and return conditions
  10. Disagreements
  11. Personal information

If you do not find the answer to your question here, please contact our webshop customer service by email at webshop@pien.fi

1. General

NEIPA GROUP Oü, Business ID EE102426126, Pikaliiva tn 90/2-32, 13516 Tallinn, Estonia. Www.pien.fi/webshop sells alcoholic beverages and branded merchandise to individuals and companies within the EU area.

Only the people over the legal drinking age in their home country in the EU area can shop from the Pien Webshop. The person ordering and receiving the webshop order has to be the same person and above the legal drinking age.

These delivery terms are suitable for ordering products in our online store and for similar deliveries. These delivery terms are valid from October 28, 2021. We may change the delivery terms unilaterally from time to time, so please read our delivery terms in advance each time you order products from our online store.

In all its activities, the Pien Webshop online store complies with general regulations and recommendations related to consumer trade, advertising and marketing. Corporate customers are subject to the general terms and conditions of sale related to business-to-business transactions.

Pien Webshop online store delivers products to countries within the EU, according to the alcohol legislation and regulations of each country, either as home delivery or to a pick-up point.

By accepting the order, payment and delivery terms of the Pien Webshop online store, the customer accepts Pien Webshop online store can send the customer e-mails or text messages in matters related to the order.

2. Products and product prices

The features, prices and availability of Pien Webshop online store products are presented on the product page of each product. All product prices are in euro (€).

We reserve the right to change prices and delivery costs, so please check the prices of the products in the shopping cart before accepting the order. 

Products’ prices include VAT as shown in the shopping cart and order confirmation.

3. Ordering and contract

Products can only be ordered from our online store through the online store shopping cart and its payment methods. Products are ordered from Pien Webshop online store by transferring them to the shopping cart and confirming the order and paying for the contents of the Shopping Cart in the payment service.

When ordering from our online store, you are required to be familiar with and committed to our current delivery terms and assure you are legally allowed to buy alcohol in your country.

You understand that you accept and your confirmed order is, except as mentioned later right of withdrawal, binding and gives rise to these terms of a delivery agreement between us. 

4. Payment and payment methods

Pien Webshop online store uses Stripe as a payment intermediary. With Stripe checkout, you can shop online securely. You will identify yourself in the service and you can choose from payment methods available in our webshop. 

If you have any questions regarding payment, please contact Pien Webshop customer service via email at webshop@pien.fi.

We currently accept the most commonly used credit and debit cards as payment methods.

5. Order, payment and shipping confirmation

After confirming and paying your order, you will receive an order confirmation email from Pien Webshop. In this email, we will confirm your order and the estimated delivery time for your order.

Additionally, you will receive a payment confirmation email from our payment intermediary (Stripe).

When your order is shipped from our warehouse, you will receive a delivery confirmation email. This email contains your order tracking link, through which you can follow the progress of your order.

6. Delivery methods and delivery costs

We deliver your order by the delivery methods stated in our online store, that you choose when you are finalising your order.

Orders within the EU are shipped from Pien Webshop warehouse in Estonia, and delivered by our available carriers to the address or pick-up point informed by end customers. You can see and choose currently available delivery options and countries below and in the shopping cart. 

Pien Webshop currently ships to Estonia and Finland. Other delivery countries within the EU are coming soon.

A delivery fee is charged with your order and the price for shipping is displayed with the shipping method in the shopping cart. Delivery costs may vary depending on order size, chosen delivery method and delivery country. However, there might be free shipping costs in different delivery countries within the EU, for example as a special campaign offer or when a customer order exceeds a certain order amount in euro. These will be informed in Pien Webshop.

Within the EU, orders are delivered in available shipping countries currently through DPD, Omniva and Matkahuolto carrier services, either as home delivery or to a pick-up point by the chosen delivery carrier. In Estonia, orders are delivered to Omniva parcel machines. In Finland, orders are delivered to Matkahuolto parcel- or service points, or as Matkahuolto Homedelivery service.

Delivery costs (costs are subject to change)

*Valid until otherwise informed. Free shipping order amount may vary by country, time period or campaign. **When the order amount is over 120 €, home delivery is offered at a discounted price. ***Matkahuolto Homedelivery service.

You can track your order with a tracking ID, that is sent to you with the Delivery Confirmation email when your order is ready waiting for delivery carrier pickup from Pien Webshop warehouse.

In case the order is not picked up by the customer within the pick-up time period informed by the delivery carrier, the order will be returned to the sender.

Delivery costs and an additional processing fee will be charged from unredeemed orders that are returned to the sender (for more information, see Return policy). You can see the delivery costs for your order in your shopping cart before accepting the order.

7. Delivery time

Our general delivery times within the EU area, depending on the order and delivery method, are 3-7 business days. On sparsely populated areas, home delivery times are a bit longer, approximately 5-8 business days.

Orders made before 11 am on weekdays will be collected during the same day and shipped in approximately 2-3 business days from our warehouse.

Pien Webshop warehouse:
ALPI Eesti OÜ, Tallinn: Loomäe road 8, 75306 Lehmja, Rae parish, Harju county, Estonia

Pien Webshop, nor its shipping carriers, are not responsible for delays caused by any outside factors or delays or indirect harm caused by the delays that are caused by force majeure situations. The seller, Pien Webshop, is not responsible for reimbursing shipping costs, product prices or lowering order costs due to possible delays in delivery time.

8. Transmission check, error and problem situations

Please check your order as soon as you receive it. In case of any defects during transportation or if some of the ordered products are missing or it otherwise does not match your order, please inform our customer service via email (webshop@pien.fi) as soon as possible, but no later than within 14 days of pick-up. We will come back to you as soon as possible to agree on steps to reimburse or replace your faulty order.

If the package has been damaged during transportation, please make a reclamation to our customer service (webshop@pien.fi) immediately and no later than 7 days after receiving the package. We are obliged to follow compulsory consumer trade regulations in cases of damaged or faulty orders.

9. Exchange and return conditions

Alcoholic products or other beverages purchased from Pien Webshop are not reclaimable. However, order cancellation is possible before it will be processed and forwarded to collection in our warehouse. New orders, that have been placed during the past day, are processed on weekdays at 11 am, after which orders cannot be cancelled. Please contact Pien Webshop customer service (webshop@pien.fi) immediately after placing the order to cancel it. 

Customers have the right to return or exchange utility goods (for example merchandise) ordered and shipped from Pien Webshop, in accordance with the customer’s home country consumer protection act within the EU. The right to return only applies to utility products that are unused and in their original packaging. The right to return does not include gift cards.

If you wish to return utility products, contact Pien Webshop customer service via email (webshop@pien.fi) within 14 days of receiving your order. Attach your order number and reasons for returning.

Please note that Pien Webshop will not return the normal shipping costs of your order, should you return parts or the entire order.

Failure to pick up or receive a shipment is not a sufficient way to report a return, nor is returning without a separate cancellation notice to Pien Webshop customer service. For orders that have not been picked up and therefore returned to us, we withhold the right to claim the processing costs from the customer.

Once you have notified the return of the order for the delivered utility product by email, and we have processed your request, we will send you a printable return delivery address note to be attached to your return. Also, include a copy of your order confirmation and your contact details (if not clearly stated in the order confirmation) with the return. Take your returned order to your nearest return point. 

We will reimburse your order within 30 days of receiving your return, either to your bank account or via Pien Webshop payment intermediary (Stripe) to the payment card you have used at checkout. 

10. Disagreements

You have the right to submit disputes and disagreements arising from these general delivery terms to the officials responsible for the consumer protection act issues of the EU country in question.

11. Personal information

The Pien Webshop online store treats all customer information in the strictest confidence. You can read more about the collection and processing of personal data in our Privacy Policy.

The information will only be used internally through the Pien Webshop online store and will not be disclosed to third parties other than carriers and payment service companies to whom the provision of address and telephone number information is necessary for successful delivery and payment.