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FAQ

These questions and answers help you to find solutions for the most common questions. For more information please contact our customer service with e-mail sales@myllymuksut.com

Ordering

Is it safe to buy online?
How do I order? Can I order without using the online store?
Do you deliver internationally?
Why should I register?
I have forgotten my password, what shoud I do?
Why do the products fall out of shopping cart sometimes?
Why can't I order some products even if the picture is in the product information?
Can I make a small additional order if my order hasn't been sent yet?
I just made an order but I didn't get any confirmation or message from you?
Can I order as a gift or to another address?
Can I get discounts by quantity?

Payment and delivery

Shopping cart asks for coupon. What is a coupon and where can I get one?
I belong to an association. The members benefit of a discount in your online shop. How do I get the discount?
Why does my bank statement show Paytrail Oy as a receiver?

Will you give me credit or an invoice?
Can I return or change products?
What should I do if something is broken?

Products

Can I order fabric samples and how much is it?
Do the products have a warranty?
Are there differences in the widths and shades of fabrics?
I'd like to have something custom made, is it possible?
How do I wash and properly care for the products?
What kind of certificates does Myllymuksut have?
Are your products safe?

Retail client

I'm a retailer and would like to buy your products, what should I do?

Ordering

Is it safe to buy online?

Myllymuksut Oy has been granted a label of trustworthy online business by a non-profit organization, Verkkoteollisuus ry. They are working with the Finnish Consumer Disputes Board and the Finnish Consumer Agency to develop the rules and regulations for online businesses. By receiving this label the company agrees to operate in an honest, clear and trustworthy manner. 

How do I order? 

Quickest and easiest way to shop is to order through online shop. Alternatively, you can send us your order by e-mail to sales@myllymuksut.com. We charge 5 € invoicing fee from all orders made by e-mail. The store sends you a confirmation email of your order. The confirmation e-mail might be classified as spam so check your spam folder if you don't hear from us.

You can also shop for our products from our own factory boutique Muksupuoti in Juupajoki, Finland.

Do you deliver internationally?

We deliver wordwide.

Why should I register?

You can order without registering. But as our registered customer you can order more easily next time, check on the status of your order and see previous order details. We don't give out or sell any personal information to third parties or use it for marketing without your permission. You can choose if you want to subscribe our newsletter. You'll find our privacy policy register data here

I have forgotten my password, what should I do?

If you have forgotten your password, click "Log in" and then click on the link "Password forgotten? Click here." This will send an email to reset your password. 

Why do the products fall out of shopping cart sometimes?

Our store uses cookies and you have to enable them in your internet browser. Cookies are used for privacy and safety of your transaction.

Check your browser's help file on how to enable cookies. 

Why can't I order some products even if the picture is in the product information?

Up to date stock information is shown in the drop-down menu. Sometimes images don't get updated, for example when some fabrics have delays in delivery, but the drop-down will reflect the most current situation. 

Can I make a small additional order if my order hasn't been sent yet?

If your order hasn't been shipped yet, and we are still processing it, you can make an additional order to get bundled into the same shipment. In this case, choose "Pick up" for your delivery method, so you won't get charged for extra delivery fees. Note in the notes field of the order that it is an "Additional order". We'll then combine your order with your previous order.

I just made an order, but I didn't get any confirmation or message from you?

Please check the spam folder of your email. Our store sends confirmations of orders automatically to the e-mail address you have given us. Make sure the email you gave in registration is correct. If the email still hasn't come after 24 hrs, email us and ask if the order went through. 

Can I have an order sent to another address, or as a gift? 

You can choose a delivery address different from the billing address for your order. If you are sending a gift, make a note of it in the order notes, and we won't include the receipt in the package, and will also include a small card for the receiver, if you want.

Can I get quantity discounts?

If the product has a set discount for certain quantity threshold, you'll find it noted on the product information. The shopping cart system uses automated price limits, so discounts will be automatically included.

Payment and delivery

Shopping cart asks for a coupon. What is a coupon and where can I get one?

If you have a valid campaign code or gift certificate you can activate it when you choose your payment method. Discount is valid only before you confirm your order. It cannot be applied after the order has gone through. You'll find campaign codes from our newsletters or from the campaigns that run on the front page and on social media. It pays to like us on Facebook and to subscribe to the newsletter to be in the know! 

You can only use one code per order! Gift certificates and campaign codes also cannot be used in the same order.

 

I belong to a group that has a member benefit discount to the Myllymuksut store. How do I get the discount?

You get the discount code from your group. When placing your order please enable the code at the checkout. You can use one discount code per order.

Why does my bank statement show Paytrail Oy as the payment recipient?

All of the store's online payments and payment plans are managed by Paytrail Oy . Paytrail Oy acquires the payment and credits it to the seller. Paytrail is the leading service provider in Finland, offering online payment methods and payment plans for online store shoppers in co-operation with banks, credit institutions and online store service providers. From the user’s point of view the service functions like a conventional online payment.

Payments are made through a secure SSL (secure sockets layer) environment so that the payment is absolutely safe.

Will you give me credit or an invoice?

Sorry, we can't give credit. We deliver goods only after proof of payment. 

Can I return or exchange products?

As per EU consumer protection laws mandate, you have a 14 day period from purchase date to return products. Claims require a dated proof of purchase for warranty returns. Always save the receipt of your purchase! The right for returns expires after 14 days. Custom orders and personalized orders have no right to return. 

What should I do if something is broken?

We pack our products with care, but sometimes items can get damaged during transportation. Check your package when you're picking it up or when it's delivered to you, and report any damages to the delivery company immediately. Then contact us.

Products

Can I order fabric samples and how much is it?

We can send small fabric samples if requested – usually to show quality. We won't send samples of all colour options or print options of any fabric. For larger orders of samples we charge a fee of 5 €.

Do the products come with any warranty?

We comply with the law, the six-month liability for manufacturer's defects. Please note that this liability does not apply to normal wear and tear, or issues resulting from incorrect use or care. Please note the care guidelines before washing or using any products. 

Are there differences in the widths and colours of a fabric?

The width of a fabric is mentioned in the product page. The measurements can vary a little, from batch to batch, but only about 2 cm. Different batches of fabric can also have small variances in colour.

I'd like to have something custom made, is this possible?

We can make custom orders. Let us know what you'd like, and we will give you a price quote. Each case is different. Once you accept the price estimate and payment, we'll make it happen. If you want to customize a design from our collection in a minor way, say only to change colour or size, the minimum charge is 5 euros added to the normal price. Custom products cannot be returned.

How do I wash and care for the products properly?

Find detailed washing instructions on the product pages. The most common guidelines by material:

Bamboo
Wash at 40-60°C, shape when moist. Do not tumble dry.

Hemp
Wash at 60-90°C, shape when moist. Light tumble dry.

PUL Br
Wash normally at 60°C, occasionally washing at 90°C is acceptable. Do not use a tumble dryer or bleach.

Organic fabrics
Wash at 40-60°C, shape moist. Light tumble dry.

What kind of certificates does Myllymuksut have?

The yarns of which our bamboo, merino wool, hemp, pul and organic cotton fabrics are woven from are certified with the Öko-Tex-100 label, guaranteeing their safety. Some of our tricot fabrics have a GOTS-certification. Muksut cloth diapers, nursing pads and Maijat cloth menstrual pads are all awarded the Seal of the Finnish Asthma and Allergy Association. Products with this label are suitable for almost everyone and the use of the label is closely monitored. Learn more about our values.

Are your products safe?

Myllymuksut produces environmental friendly and natural fabrics from materials such as bamboo, hemp, merino wool and organic cotton. Those fabrics are mild to the skin and under strict quality control here in Finland. You can be sure that our fabrics do not contain any chemical additives, and are safe to wear close to the skin. Safe for you, safe for babies and kids. 

Breathable and skin-friendly fabrics are a good investment. Fabrics from natural fibres are a good choice for people with sensitive skin, who easily get allergic reactions or eczema. Bamboo is naturally antibacterial and our soft merino wool doesn't itch even the most sensitive skin. 

Our bamboo is grown to 100% on organic farms, subject to international safety standards. 


The fabrics and clothes in our collection are produced, dyed and sewn in Finland, under fair labor practises, for a fair pay, and under a strict quality control, ensuring safe to wear fabrics.


Our corporate values include an open and honest relationship to our customers. We at Myllymuksut appreciate that our customers are making the responsible choices as consumers, supporting our ways of sustainable and fair production – and our efforts to ensure the high quality of all our products. If you have any further questions we will gladly tell you more.

Retail client

I'm a retailer and would like to buy your products to sell, what should I do?

If you are a new customer who'd like to be our retailer, or to buy fabrics as supplies for your products, contact us by e-mail sales@myllymuksut.com. You'll get more information and instructions on how to register your company to our store as a business customer. 

We charge 20 € invoicing fee from all retail client orders made by e-mail.

 

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