Frequently asked Questions
On this page, we have collected the most common questions and answers. If you cannot find an answer to your question, you can contact our customer service.
How do I find the product on the website?
You can use the search function if you know the name of the product. Or you can search for a specific color or type of bag in the store, such as "backpack".
The product is out of stock, will there be more?
Our bags are individual and that's why we make all our products only in small quantities. If the product is still visible in our online store, send a message to our customer service and we can check the availability of the product.
I have a discount code, how can I use it?
The checkout has its own box for the discount code. Enter the code in it and press enter, and the cashier will apply the discount to the order. Please note, you cannot get an additional discount on already discounted products with discount codes.
2. Ordering products
How can I order products?
You can order our products from our online store www.utua.fi or www.sievishop.fi.
Why can't I find the product I want in the online store?
We only make our products in small quantities and sometimes the products sell out quickly. If the product is no longer available in our online store, you can send an inquiry to our customer service and we will find out if the product is still available.
Can I make changes to my order?
Please check your order carefully before confirming the payment. The order cannot be changed or combined with other orders. If you noticed an error with your order, e.g. in your contact information, contact our customer service immediately.
Can I combine my two orders?
Please check your order carefully before confirming the payment, as it is not possible to change and combine orders after the purchase. You can get more information by contacting our customer service.
Has my order arrived?
After the purchase, you received an order confirmation from us by e-mail. A delivery confirmation will be sent to your email when the order leaves our warehouse.
If you are registered as a customer, you can check the status of your order in the "my orders" section after logging into the online store.
How can I pay for my order?
The order is paid with the payment methods offered by Klarna, about which you can read more about the delivery conditions under Payment methods.
Why haven't I received an invoice for my order?
You will receive a delivery confirmation from us and then an invoice from Klarna to your email when the order leaves our warehouse. Remember to also check the spam folder. As a personal customer, you can also easily see your open invoices by logging into Klarna: klarna.com/login. Business customers can inquire about the invoice from Klarna's phone service at 09-42599771. From this page, you can also download the Klarna application to your mobile device, which allows you to easily track your purchases. You can get more information from Klarna's customer service: klarna.com/fi/asiakaspalvelu/
What is the delivery time for orders?
The normal delivery time for packages is 2-4 business days to the selected pick-up point. In exceptional situations and during rush hours, such as during sales or significant campaigns, the delivery time may be slightly longer. You will receive a delivery confirmation by email when your order leaves our warehouse. You will receive a package arrival notification from Posti, Postnord or Matkahuolto by text message and email, if you have provided your information when placing the order.
I don't have time to pick up my package from the pick-up point, what do I do?
You will receive an arrival notification from Posti, Postnord or Matkahuolto by text message and email. Another person can also pick up the package for you from Posti's pick-up point by presenting the tracking number and their own photo ID card. When picking up a Matkahuolto package on behalf of another person, you must also present a power of attorney or a pick-up code. Matkahuolto's package pick-up instructions and the power of attorney form can be found here.
Posti keeps packages for 7 days and Matkahuolto for 14 days, after which they are returned to the sender. We charge a processing fee of 20 euros for an order returned undelivered. If you wish, you can place a new order for the returned products. We will not automatically resend a returned order.
3. Exchange or return of products
How do I exchange or return a product?
If you are not satisfied with the product you ordered, you can return the product free of charge. Read more detailed exchange and return instructions about the delivery conditions under Return conditions. Our products have a 14-day free exchange and return right. The right of exchange only applies to exchanging the same product for another size. The exchange can be made free of charge once. The right of exchange and return does not apply to orders made as business purchases.
What is the status of my return?
It is good to allow a total of 10-20 business days for the return to arrive and be processed. The payment is always returned to the payment method with which the order was paid. You will still receive an email from us when the return has been processed.
How do I deal with returns and Klarna invoices?
When you return a product, you can report the return using the Klarna app or by logging into Oma Klarna: klarna.com/login, in which case Klarna will put your invoice into pause mode. After processing the return, you will receive a message from us and Klarna will then send you an updated invoice by email. The money is always returned to the payment method with which the order was paid. If you haven't paid for the order yet and you have an open invoice with Klarna, Klarna will deduct the amount of the returned products from the invoice. If you have already paid for the order, Klarna will refund the payment after we have received the product return.
4. Delivery errors
I received the wrong product or a product was missing from the delivery, what should I do?
If you received the wrong product or a product was missing from the delivery, please notify us as soon as you notice it by contacting our customer service.
a. If a product was missing from your package, we will contact you as soon as possible after receiving your error message.
b. If you received the wrong product, please notify us as soon as you notice the error. You will receive instructions for a free return to your e-mail after sending an error report, and they can also be found in the terms of delivery in section 6. Exchange and return instructions. We process delivery error complaints as quickly as possible.
5. Product defects
There was an error in the product I ordered, what do I do?
Sorry to hear! If there is an error in the product you purchased, please notify our customer service. Leather bags have a one-year warranty for manufacturing and material defects. If there are manufacturing problems with the product within a year of purchasing it, we will repair the product. Send pictures of the product to our customer service. To confirm the warranty, we need a purchase receipt, so please keep the purchase receipt of your Utua bag. Please note that the warranty does not cover errors due to use. So use your bag carefully and avoid e.g. packing it too full, which puts a lot of strain on the zipper. If your bag breaks after the warranty expires, we can repair the bag for a small fee. Please contact our customer service and we can help!
There was an error in the product, but I have not bought the product directly from Utua. Who is responsible for mistakes?
As a rule, fashion products and clothes do not have a manufacturer's warranty. The products of the Utua clothing collections do not have a warranty. When the product does not have a warranty, e.g. Consumer Protection and Trade Act. The product complaint is then a matter between the buyer and the seller of the product, because a contractual relationship has arisen between them. The manufacturer of the product is not liable for compensation in a possible complaint situation, but the seller of the product is responsible for the error.
6. Product care instructions
Are leather bags waterproof?
Leather is a natural material and is not waterproof. Leather products can be damaged when they get wet. The wet surface of the bag can be gently dried with a cloth, but the surface must not be rubbed. Color may come off wet skin. You can spray the bag with a moisture protection spray such as Collonil's Carbon Pro spray, which makes the surface of the bag repel moisture and dirt. Read more about the materials here.
Can my laptop fit in the bag?
The size information of each bag is marked on the product card. Computer briefcases are marked for which size laptop the bag is designed for.
How do I take care of my bag?
We recommend that you treat your bag with a leather care product 1-2 times a year. A high-quality leather care agent cleans the dirt accumulated on the surface of the leather before it hardens and cares for the leather. With good care, the useful life of the bag will be extended. After treatment, you should treat the bag with a moisture protection spray, which makes the surface moisture and dirt repellent. Read more about different leather qualities and how to take care of the bag here.
Where can I get information about the materials and the making of the bag?
Visit our responsibility website, we will tell you more about our production there.