Vanlige spørsmål
Her er en liste over vanlige spørsmål. Hvis du fortsatt ikke finner noe svar på spørsmålet ditt, er kundeservice glad for å hjelpe deg på info@moominarabia.com.
1. Ordering and Payments
How do I place an order?
- Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
- If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart.
- Click ‘checkout'. If you have a discount code, you can use it at the checkout.
- Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
- You can sign in before placing an order, or continue without signing in. If you are a Moomin Arabia Family member, you need to sign in to your account to redeem the member benefits.
- Before completing the purchase you need to accept our Terms of Sale and Privacy Notice.
- Complete your order with our secured payment.
- Once your payment is complete, you’ll see a summary of your order and we’ll email you an order acknowledgment.
How can I redeem a discount code?
Just add your promo code inside the discount code field at the checkout.
Can I order by phone?
We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Service.
Can I cancel my order?
We start to prepare your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact our Customer Service. Kindly have your order number ready (located in the order receipt and confirmation emails). If you are unable to cancel your order, there’s a 30 day return period. For more information about returns, please go to “Can I return products that I ordered?” section.
Can I change the shipping or billing address after placing an order?
When your order arrives at our system, we start preparing it immediately for shipping. Please make sure to contact our Customer Service as soon as possible, and our team will check if it's possible to adjust the address before your order is shipped. Please note that it is not possible to edit the billing address information once the order has been confirmed.
Can I remove or add products after placing an order?
Unfortunately, we’re unable to remove or add products once an order has been placed. Please note that our return policy allows you to return a product within 30 days.
What if the price changes after I have ordered?
All prices, including discounts and special offers, are valid as they appear in the online store at the time you place your order. The amount to be paid is confirmed before you finalize the order. Even if the price changes later, you will be charged the amount that was valid when you placed the order.
Are there any extra costs (taxes, duties, customs fees, etc.) I have to pay in addition to the prices shown on your website?
There are no extra costs for shipments within European Union. For United Kingdom and Norway the packages are shipped as Delivery Duty Paid (DDP) which means the final price includes taxes. No additional duties, taxes and other fees are payable by you in the destination country.
Which payment options are available?
We accept following payment methods:
- VISA
- Mastercard
- American Express
Accepted payment methods will be suggested to you based on your delivery country.
Above-mentioned payment methods apply to deliveries in Norway. If you select delivery to another country, please check applicable instructions here:
Why won’t my payment go through?
If your payment is unsuccessful, please check the following:
- Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
Is your billing address within a following country: EU or EEA country or United Kingdom. Kindly note that you can’t use a billing address which is outside of these countries.
If paying by credit/debit card:
- Did you enter your card and billing details correctly?
- Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?
If the problem persists, please contact your payment method provider.
How do I know my information is safe?
We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure. We process your payment and registration information confidentially.
We follow appropriate security procedures when storing and using your information to prevent unauthorised access.
For more information on how we collect and process your information, view our Privacy Notice.
Shipping and Deliveries
How long will my delivery take and what does it cost?
You can choose your preferred delivery method from the following options:
|
Leveringsmetode |
Leveranstid | Fraktkostnader (kr) |
| Levering hjem, UPS Standard | 5–9 arbeidsdager | + 115 kr |
| Henting, UPS pick-up point | 5–9 arbeidsdager | + 95 kr |
You get free pickup point delivery on orders over 1800 NOK.
UPS Standard
Normal delivery time is 5-9 business days (see exceptions below). You'll get an email notification from us when your order is ready to be shipped. This notification includes a tracking code you can use to follow up on your delivery. For undeliverable packages, UPS will leave a note and you can pick up your delivery from a UPS Access Point near you. You can also select a preferable UPS Access Point during checkout, then order will be delivered directly there (UK area excluded).
Flat rate delivery charge is 115 kr for Standard delivery whatever the weight, size or value of the package.
UPS Express
You will receive packages delivered with Express within 2–3 business days. You will be notified by email when your order is ready to be shipped. This notification includes a tracking code you can use to follow your delivery.
For packages that could not be delivered, UPS will leave a message letting you know that you can pick up the package at a nearby UPS Access Point. You can also choose a preferred UPS Access Point at checkout, and your order will be delivered directly there.
There is a flat delivery cost of 345 NOK for express shipping, with no limitations on weight or size.
Please note that delivery to remote areas may take 1–2 days longer. If there is no UPS Access Point nearby or UPS is unable to notify you, you can contact UPS to arrange a new delivery time.
I didn’t receive all the products I ordered, what should I do?
If you have not received all the products ordered, please contact our Customer Service.
Where do you deliver?
We deliver to Finland, Norway, Sweden, the United Kingdom, Poland, Germany and Denmark. Please select the correct delivery country at the checkout.
Please note that if you change delivery country at the checkout, then all the sections at the checkout will change accordingly. For instance, if you are adding products to your cart in a webstore which delivers to Denmark and you change the delivery country to Sweden at the checkout, then your cart will be updated (availability of products and offers, currency, price, VAT rate, payment and shipping methods, Terms of Sale etc.).
We are not able to deliver to the following: VAT-free areas, PO Box addresses, hotels, hostels or army barracks.
We cannot deliver to the following territories:
- In Finland: Åland Islands
- In the United Kingdom: Guernsey (e.g. Alderney and Sark), Jersey or Gibraltar
- The following which do not apply EU Value Added Tax regime:
- In Germany: Büsingen and Helgoland
- In Denmark: Greenland and Faroe Islands
- In Norway: Svalbard
How can I track the delivery of my order?
To find out where your delivery is and when to expect to receive it, find a tracking link or tracking code in your shipment notification email.
What happens if I’m not there to receive my delivery?
If there's no Access Point near you or UPS was unable to leave you a note, please contact UPS to arrange a new delivery time.
If your package cannot be delivered or it is not picked up from a pick-up point, it will be returned to us. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will consider your order cancelled (even in the absence of your formal cancellation) and we will issue you a full refund, including the delivery costs.
Returns and Refunds
Can I return products that I ordered?
For all items ordered from our webstore, you have a right to return and refund for a period of 30 days from the day you receive your order. All returned items must be in their original condition.
If you wish to return items from your order, please follow the simple steps below. In case you have received a wrong, damaged or faulty item, please contact our Customer Service for further instructions.
- Pack the item(s) carefully in the original packaging
- Fill out the return slip provided with the shipment and enclose it with your return
- Stick the return label on the package.
- Drop off the package at any DPD/PostNord or UPS Pickup-point location near you. You can find the locations at postnord.com or ups.com.
- In case no PostNord pickup points are available, please contact our customer service to book a pickup from home (free of charge only, if no pickup points exist).
- We will handle your refund at latest within fourteen (14) days after we have received the items. Hold on to your receipt until your return has been fully processed.
Above-mentioned return instruction applies to deliveries in Denmark, Germany and Poland. If order has been delivered to another country, please check applicable instructions here:
How long will my refund take?
As soon as we've received the product(s) and validated the return, we'll process your refund. We will refund your payment, at latest, within fourteen (14) days after we receive the products. We'll email you when we've refunded your payment to your payment method.
What if the products received are damaged or incorrect?
Please contact our Customer Service and they will assist you. Share your name, order number and products concerned. Attach an image of damaged products if possible. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.
Please contact our Customer Service so we can assist you further. Kindly include your name, order number, and the product your inquiry concerns. You can find the order number in the shipping confirmation email. Please also attach a photo of the damaged or faulty product. Kindly keep the product until you have received a response from our customer service. Please note that our customer service may ask you to return the faulty item to our warehouse.
Our customer service will arrange a replacement product for you or refund the price of the product. A replacement can be offered only if the product is available in stock; otherwise, you will receive a refund.
We will reimburse only the return shipping costs. Please note that the maximum reimbursement corresponds to the cheapest delivery method we offer, unless otherwise agreed in writing.
Webstore Account
Do I already have a webstore account?
You have an account, if you:
- have previously created an account on moominarabia.com
- have subscribed to the Moomin Arabia Family newsletter
- are Moomin Arabia Family member
- place an order in the new webstore
How can I create a webstore account?
You can create an account by inserting your email address to the sign in page, which you can access by clicking the Moomintroll icon in the top right corner.
Once you have entered your email address, a one-time 6 digit code will be sent to you by email. The code is valid for 15 minutes. If you have not received the code, please first check your spam folder. If the code is not there, you may contact our Customer Service.
Enter the code into the field on the sign in page and press the “Submit” button. Please make sure to use the email address that you:
- subscribe to the Moomin Arabia Family newsletter
- join the Moomin Arabia Family program
- place an order in the webstore
How do I sign in to my account?
You can access the sign in page by clicking the Moomintroll icon in the upper right corner of the website.
Enter your email address on the sign in page, and a one-time 6 digit code will be sent to you by email. The code is valid for 15 minutes. If you have not received the code, please first check your spam folder. If the code is not there, you may contact our customer service.
Enter the code into the field on the sign in page and click the “Submit” button.
Please make sure to use the email address that you:
- used to create your account; or
- used when making a purchase in the online store; or
- used to subscribe to the Moomin Arabia Family newsletter; or
- used when joining the Moomin Arabia Family program
Do I need a password to login to my account?
You do not need a password. You sign in using your email address and a onetime 6-digit code.
If you previously created a password for your account, the old password is no longer in use and has been replaced with a onetime 6-digit code. A new code is sent to you by email each time you sign in.
What are the benefits of having a webstore account?
- You can view your purchase history (please note that only purchases made after 17.3.2026 are shown. For information about earlier purchases, you can contact our Customer Service)
- You can see your personal details and update them
- You can track the status and delivery information of your orders
- You can join the Moomin Arabia Family program and subscribe to the newsletter
- You can change your marketing communication settings
- You can complete purchases more quickly, as your details - such as delivery address - do not need to be entered again. (Please note that we do not store credit card information.)
How can I check my purchase history?
If you have a webstore account, you can view the orders you have placed after 17.3.2026 by checking your purchases on the My Account page. Sign in by entering your email address and the one time 6 digit code sent to your email, then go to the My Account page. You will see your purchase history, and by clicking individual order numbers, you can see more details about each order.
You can obtain information about orders placed before 17.3.2026 by contacting our customer service .
How can I delete my data?
Please contact our Customer Service – they will assist you with deleting your data.
If you wish to delete all your data, please remember to provide every email address you have used for any of the following:
- making purchases in the webstore
- creating webstore account
- subscribing to the Moomin Arabia Family newsletter
- joining the Moomin Arabia Family program
- contacting our customer service
Moomin Arabia Family
What is Moomin Arabia Family program?
As a Moomin Arabia Family member, you’ll be the first to hear about our exciting new launches, limited-edition collections, and receive regular updates from Moominvalley.
Joining the Moomin Arabia Family is easy! You can join by subscribing to our newsletters or by clicking the notification bar and accepting the program terms and conditions in your account.
How can I subscribe to the Moomin Arabia Family newsletter?
You can subscribe to the newsletter:
- at the checkout
- in your webstore account
- via newsletter subscription form (accessible in the footer link of the webstore)
How do I unsubscribe from Moomin Arabia Family newsletters?
You can click the unsubscribe link from the footer of our newsletters. Or you can sign into your account and update the marketing consent on your profile page. Please note that unsubscribing from our newsletters will not terminate your Moomin Arabia Family membership.
How do I end my Moomin Arabia Family membership?
If you wish to terminate your membership, please contact our Customer Service for further assistance.
Gift wrapping
What products are included in the gift-wrapping service?
The gift-wrapping service includes most of the products except for large and difficult-to-pack items. If gift wrapping is available, you will find a gift-wrapping icon on the product description page.
How much does the service cost?
The gift-wrapping service costs 49,00 kr per product and can be added to selected product(s) in the shopping cart. The packaging fee will be charged for each product/item. The gift-wrapping service must be added at checkout.
If I return products, will I get a refund for gift-wrapping?
Yes, the price of the service will be refunded in full.