Shipping policy

TERMS & CONDITIONS OF ORDER AND DELIVERY – SILKO DOG

FOR ORDERS DELIVERED WITHIN THE EU

House of Hen Oy (Silko Dog)

Business ID: FI36036574

Location: Helsinki, Finland

Email: info@silko.dog

Silko.dog is an online store operating from Finland.

1. Ordering

To place an order, the customer must be at least 18 years old or have the consent of a guardian.

Please review the contents of your shopping cart (products, sizes, colors, and quantities) carefully before completing the payment. An order placed through the online store is binding. Once we receive your order, we will send an automated order confirmation to your email address. Please note that confirmation emails may occasionally be directed to your spam or promotions folder (e.g., in Gmail, Hotmail, or Outlook).

All prices in the online store include the applicable Value Added Tax (VAT). Silko Dog reserves the right to change prices.

2. Payment & Security

Our payment service provider is Shopify Payments (a secure payment solution provided by Shopify). All transactions are processed over encrypted and secure connections, and your payment card details are never stored in our systems.

You can pay for your order using the payment methods supported by Shopify Payments, which may include (depending on availability):

  • Major debit and credit cards (Visa, Mastercard, American Express)

  • Mobile payment options (Apple Pay, Google Pay, MobilePay)

  • Klarna Invoice or Pay in Installments

(The availability of payment methods may vary depending on your device, location, and the terms of the service providers). Depending on the selected payment method, the recipient on your bank statement or card bill may appear as Shopify Payments, Shopify, Klarna, or MobilePay.

3. Delivery & Shipping Times

We process, pack, and ship orders from our warehouse in Tallinn, Estonia, usually within 1–3 business days of receiving the order. The estimated delivery time to the customer within the EU is approximately 1–4 business days from dispatch.

Our shipping partner is Posti. You can view the current shipping fees in your shopping cart. Please note that in the event of a return, the customer is responsible for all return shipping costs.

A delivery is considered complete once the order has been delivered to the customer or a notification has been sent indicating that the shipment is ready for pickup at a designated collection point.

Stock Availability:

Our stock levels update in real time. If an item is temporarily out of stock, it cannot be ordered. In rare cases, inventory errors may occur—if an ordered item is unexpectedly unavailable, we will contact you immediately to agree on a replacement product, an extended delivery time, or a full refund.

4. Order Cancellation & Uncollected Packages

If you wish to cancel your order, please notify us immediately by email at info@silko.dog. If the order has already entered the fulfillment, packaging, or shipping stage, we reserve the right to deduct the actual handling and shipping costs incurred from the refunded amount.

Failing or refusing to pick up a package from a collection point does not constitute a valid cancellation under consumer protection law. Unclaimed packages returned to our warehouse will incur charges covering the costs resulting from the return.

5. Right of Return & Return Conditions

In accordance with EU consumer protection law, customers have a 14-day right of return starting from the day the order is received.

Return Conditions:

  • The returned product and its original retail packaging must be completely unused, clean, and in like-new condition.

  • The product must be returned with all its original tags and any accompanying materials.

  • Return Costs: The customer is responsible for all direct return shipping costs.

Instructions for Returns & Claims:

  1. Inspect your order and products immediately upon arrival.

  2. ALWAYS contact us first by email at info@silko.dog to receive detailed return instructions and the correct return address.

  3. Report any defects or missing items via email within 7 days of receiving the shipment.

Once we receive the returned item and verify its condition, we will process your refund without delay, at the latest within 14 days of receipt. The customer is liable for any diminished value or damage if the product has been handled carelessly.

6. Transport Damage

Please inspect the condition of the shipment and package immediately upon collection.

  • At a pickup point / Post office: If the package is visibly damaged, open it in the presence of the clerk to inspect the goods, and file a damage report with the carrier immediately.

  • At a parcel locker: If a package retrieved from a locker is damaged and the product inside is affected, take clear photos of the damage, file a claim directly with the carrier, and inform us immediately.

7. Product Defects & Warranty

We adhere to statutory EU consumer protection regulations regarding product defects and claims. Any defect must be reported to us as soon as possible after discovery.

Our liability for defects covers raw material and manufacturing faults. It does not cover faults or damages resulting from:

  • Normal wear and tear

  • Negligent use, improper storage, or failure to follow care instructions (e.g., washing contrary to instructions)

  • External factors such as dog chewing, scratching, stepping on the product, cuts, or impacts.

If you notice a defect in the product, please contact our customer service (info@silko.dog) within 7 days of receiving the product, including your order number, clear photos, and a description of the issue.

8. Limitation of Liability & Force Majeure

House of Hen Oy’s liability is limited to the provisions of mandatory consumer protection legislation. The company is not liable for indirect or consequential damages arising from the order, delivery, or use of the product.

House of Hen Oy is not liable for delays or failure to deliver caused by a Force Majeure event beyond our reasonable control, such as war, strikes, natural disasters, governmental restrictions, disruptions in public transportation, or similar events.

9. Amendments to Terms

House of Hen Oy reserves the right to update and amend these Terms & Conditions without prior notice. The prevailing terms are always available on our website. By placing an order in our online store, you agree to these Terms & Conditions.