frequently asked questions

Sizing?
Our sizing is based on Scandinavian sizes. You can read more about it here. Product specific size charts can be found on product page.
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Do you ship internationally?
Yes. If you can´t find your country listed please e-mail to order hello@ailena-nen.com.
Customers from non-EU countries are responsible for possible import customs and taxes. We are unable to mark merchandise as "gift" or "no commercial value". Please note: customers are responsible for any duty or taxes charged to them by their country.
Unfortunately, we cannot offer free returns or product exchanges on orders shipped internationally (see the question about return policy below).
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How much is shipping? 
Shipping prices are based on order weight and are calculated at the checkout.
Finland: starting from 1,60€ up to 7,90€.
Orders for 200€ or more ship for free in Finland
Europe: starting from 4,10€ up to 13,40€.
Orders for 200€ or more ship for free in Europe
Rest of the world: starting from 9€ up to 25€.
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Payment methods?
All major credit cards and Paypal.
Bank transfer/ pre payment available on request for clients in the EURO states.
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Who is responsible for import duty, value added tax (VAT), or other taxes outside Europe?
Customers with shipping addresses outside EU are responsible for all duties, import taxes, and brokerage fees. These are not included in the cost of shipping or handling of your order.  Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs.
Refusing to pay duties will not return your package to ailenanen / AHK Works and no refunds will be issued.  Please be familiar with the duties your country levies on imports, we have no control over those amounts and will not be held liable.
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What is your return policy?

We hope that you will enjoy your products. However, if you are not satisfied with your purchase, you may return it for a full refund or exchange it for another item. To return items, you must contact us at hello@ailena-nen.com within 14 days after receiving your order. 

To be eligible for a return, your item must be unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase. We only provide a refund or exchange the product, if the product is unused and in its original condition.

We cannot offer free returns or product exchanges: you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Exchanges for another size will ship out to you at no additional shipping cost.

Please contact hello@ailena-nen.com before returning your order.

To return your product, you should mail your product to:

                                            AHK Works / return
                                           Kivelänkatu 5-7 A 8 
                                                00260 Helsinki 
                                                       Finland

for more detailed information please see our Terms & Conditions - page.

 

 

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Care
Natural fibers are delicate, but with a little bit of care and attention you will ensure your product will last for a very long time. Remember that wool knits do not need to be washed particularly often: just airing them goes a long way, particularly in humid weather.
Handwash your garment with mild and gentle detergent like baby shampoo or environmentally friendly laundry liquid indicated for delicate fibers (we are big fans of Sonett and use their "Olive Laundry Liquid for Wool and Silk".)