Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) – KaurilaSauna.eu

Last updated: October 31, 2025

General questions

1. Where are your stores located?

  • Munkkiniemi: Munkkiniemien puistotie 2, 00330 Helsinki (Mon–Fri 11–18, Sat 10–16)
  • Hakaniemi: Hakaniemi Market Hall, 2nd floor, room 209, Hämeentie 1a, 00530 Helsinki (Mon–Fri 10–17, Sat 10–15)

2. Can I pick up my online order in store? Yes! Select “Pickup Munkkiniemi” or “Pickup Hakaniemi” at checkout. You will be notified when your order is ready (usually within 1–2 hours).

3. Do you have sauna shifts? Yes! Book a sauna shift on the website or call the office: 050 597 3355 .

Orders and payment

4. What payment methods do you accept?

  • Online: Visa, Mastercard, MobilePay, OP, Nordea, Apple Pay, Google Pay
  • In store: Cash, card, MobilePay

5. Will I receive a receipt by email? Yes, the order confirmation and receipt will be automatically sent to your email.

6. Can I order as a gift directly to the recipient? Yes! Add the delivery address at checkout and select "Gift package" (additional fee €3.90).

Delivery

7. How long does delivery take in Finland?

  • Posti/Matkahuolto: 1–3 business days
  • Letter: 2–5 business days
  • In-store pickup: ready within 1–2 hours

8. Do you ship abroad? Yes!

  • EU area: 3–10 business days
  • United Kingdom: 5–14 business days
  • Other countries: No direct delivery – order from e.g. Ecco-Verde.com

9. Will I receive a tracking number? Yes, we will send a tracking code to your email once the package has been shipped.

Returns and complaints

10. Can I return the product? Yes, 14-day right of withdrawal (distance selling):

  • Product unused and in original packaging
  • No returns for creams, ointments, soaps, detergents or hygiene products if the packaging has been opened.

11. How do I return a defective product?

  • Send a picture + description to info@kaurilasauna.eu
  • We will repair, replace or refund the shipping costs at our expense .

12. When will I receive my refund? Within 7–14 business days of receiving the return.

Products and use

13. Are the products natural cosmetics? Yes! All our products are 100% natural , vegan and cruelty-free.

14. Can I use sauna cream in the shower? Yes! Many creams are suitable as a moisturizer in both the sauna and the shower.

15. Are there any preservatives in the products? No! We only use natural ingredients – shelf life 6–12 months.

Sauna reservations

16. Can I cancel a sauna session?

  • More than 48 hours before: full refund
  • 24–48 hours before: 50% refund
  • Less than 24 hours or no-show: no refund

17. Can I bring my own drinks to the sauna? Yes! Bringing your own drinks is allowed (no glass bottles).

Contact information

18. How do I contact customer service?

  • Email: info@kaurilasauna.eu
  • Tel: 050 597 3355 (Mon–Fri 9–16)
  • Address: Höyläämötie 11B, 5th floor, 00380 Helsinki

Didn't find the answer? Send your question to: info@kaurilasauna.eu – we will respond within 24 hours !