FAQ

Payments are handled by Paytrail. You can pay with Finnish online banking, the most common payment cards, invoice and instalments.

You choose the payment method at checkout in the last step of your order.

No – you can also order without an account. Creating an account is still worthwhile if you want to earn loyalty bonus or follow your order history.

You can create an account on the My account page, which you can open from the user icon at the top of the site.

Yes. After a successful order, an order confirmation is sent to your email, also showing the payment method used. So please enter an email address you actually read when ordering.

If the confirmation does not arrive, check your spam folder before contacting us.

Contact customer service as soon as possible and we will see what can be done. If the order has already been shipped, it is handled as a return.

As a consumer, you always have a 14-day right of withdrawal.

Yes. Product prices include taxes, and the tax amount is shown separately in the shopping cart and the order confirmation.

First check that the payment has not been charged to your account and that you have not received an order confirmation by email. If neither has happened, the order was not registered and you can place it again.

If the payment was charged but no confirmation arrived, please contact customer service.

Delivery is free when your order total exceeds €79.

For smaller orders, the delivery cost depends on the product and the selected delivery method. You will see the cost in the shopping cart before confirming your order.

The most common delivery time is 1–5 days depending on the order and the delivery method.

A more precise estimate is shown with the delivery method at checkout.

Within Finland, we deliver with Matkahuolto’s Lähellä parcel to a pickup point or with Matkahuolto’s Jakopaketti home delivery. Home delivery does not include an advance phone call.

You can also collect your order free of delivery costs from any of our four stores.

Yes. Pickup is available at all our stores: Skanssi in Turku, Hansa in Turku, Mylly in Raisio and Jumbo in Vantaa.

Choose the pickup point at checkout. You will be notified when the order is ready for collection.

Yes. We deliver to Åland via Posti – to a pickup point or to your home. The delivery methods are shown at checkout once you have entered your delivery address.

We ship to Sweden with Matkahuolto’s international Lähellä parcel. We do not currently ship to other countries.

You can track your order on the Track your order page by entering your order number. The order number can be found in the order confirmation and on the receipt.

If you ordered while logged in, you can also see the status on the My account page.

You will always be notified where and when the parcel can be collected. Not collecting the parcel is not a valid way to cancel the order.

We charge a fee of 20 euros for uncollected parcels.

Yes. As a consumer, you have a 14-day right of withdrawal from receiving the goods or the last batch of goods.

Notify us clearly of your withdrawal – using the withdrawal form, by email or with a written notice enclosed with the return.

First send a notice of withdrawal. Then return the goods without delay and no later than 14 days after the notice to our return address.

Include your name, contact details and bank account number for the refund. Keep the return receipt – it proves, if needed, that the return was made within the time limit.

The person returning the goods pays the return costs, and they are not refunded.

Check the delivery as soon as you receive it. If a product was damaged in transit, lost or does not match your order, notify customer service as soon as possible and no later than within 14 days.

We will agree together on how to correct the problem. In consumer sales, we comply with the liability provisions of the Consumer Protection Act.

We refund the payment to the bank account number you included with the return. That is why it is important to include your account number and contact details with the return.

Yes. Our loyalty programme is called Raw Member Club and runs on the NANO system.

As a member, you earn a 3% bonus on all your purchases – both online and in our stores. Membership is free.

As a member, you earn a 3% bonus on every purchase. The bonus accumulates in your account and you can use it to pay for later orders.

As a welcome benefit, you also get 10% off your first purchase.

You join with your phone number. Enter your number in the sign-up form at checkout or on the My account page, and you will receive an invitation link by text message.

Membership is free, and you immediately get a 10% welcome discount on your first purchase.

The bonus is 3% of the purchase amount. At checkout you can see an estimate of how much bonus the purchase will earn.

Your bonus balance, any stamp and point cards and available benefits are shown on the My account page under NANO loyalty.

Please note that the bonus is updated with a delay of about 8 hours – it will not show immediately after your order.

You use your bonus at checkout. When you have bonus or other benefits available, a NANO loyalty section appears at checkout, where you choose to use the bonus for the order.

The bonus is deducted from the order total.

Yes. Raw Member Club works both online and in our stores, and the bonus accumulates in the same account.

Tell the cashier in the store that you are a member.

Yes. Prices are the same, and the stock shown online matches the store stock – products are shipped from the store’s inventory.

Most of our range is restocked regularly. If the product you are looking for is out of stock, ask customer service or a store for an estimate of the next delivery.

Ingredients, directions and other product information are on each product page. Product information is mainly in Finnish.

If something is missing or unclear, feel free to ask customer service or our store staff.

If you take medication regularly, are pregnant or breastfeeding, discuss the use of supplements with a doctor or pharmacist.

A food supplement is not a substitute for a varied diet, and the recommended daily dose should not be exceeded.

We have four stores:

• Skanssi shopping centre, Skanssinkatu 10, Turku
• Hansa shopping centre, Kultatalo 1st floor, Hansakortteli, Turku
• Mylly shopping centre, Myllynkatu 1, Raisio
• Jumbo shopping centre, Vantaanportinkatu 3, Vantaa

Up-to-date opening hours and phone numbers are on the contact page.

No. Raw Organic is an independent company with its own stores and online store.

Online store customer service is available on weekdays from 10:00 to 16:00.

The stores have their own opening hours, which you can find on the contact page.

You can email verkkokauppa@raworganic.fi or call +358 50 532 6655.

The contact page also has a contact form and each store’s own email address and phone number.