Customer care

About us

Moomin Characters Oy Ltd is the official body responsible for Moomin copyright supervision. All of the Moominvalley characters are globally registered trademarks. You should contact Moomin Characters Oy Ltd in all general or copyright related matters.

All Things Commerce Helsinki Oy is the responsible party for the Moomin.com website as well as the webshop and product related matters.

Webshop Contacts

Your questions and/or remarks are important to us so please do feel free to contact us at:

We aim to answer emails within 2 working days. Please keep that in mind if you are trying to reach us over the weekend or outside of office hours. If your message relates to an order then please include the order number in your email and if you’d like us to call you back then please include your phone number and order number as well.

Shipping & Delivery

Deliveries are not made on Saturdays, Sundays or on public holidays. A time slot cannot be specified with any of our delivery options. Please refer to the Terms and Conditions of Sale. Currently, we ship to all countries in the European Union and Norway, Australia, Japan, the US as well as many other countries. We will expand our logistics and when we do we will let you know. Please see our shipping table.

Your Account

We do NOT store any credit card details. If you want, you can choose to receive a newsletter on Moomin news, events and new products. We do not sell nor provide information to any third party and we are also generally nice people who don’t like spam any more than you do.

Terms of use

Yes, they can be found here.

FAQ

Delivery charges and estimated delivery times

Please note that due to the current situation there might be shipping delays, but hello@moomin.com is always there when you have concerns or questions.

Free shipping

We offer free standard shipping above certain thresholds to select European countries.

The threshold for free standard shipping is 75 € in Finland, Sweden and the Baltic countries.

There is a 150 € free standard shipping threshold for Denmark, Germany, Poland, Austria, Belgium, Czech Republic, France, Hungary, Luxembourg, Netherlands, Slovakia, United Kingdom, Ireland, Italy, Monaco, Spain, Cyprus, Greece, Bulgaria, Croatia, Malta, Portugal, Romania, Slovenia and Norway.

Home delivery*

Delivery directly to your home – we use DHL to ship our parcels and they will be delivered to the address you enter when placing the order. Please specify a daytime location where you will be in the daytime between 9am and 4pm.

In Sweden, Norway, and Russia we use the local postal service and Matkahuolto for Finland. Delivery costs start from 3 € depending on your location and weight, the final shipping cost will be calculated in the checkout based on location and weight. If you have any questions you can always email us at hello@moomin.com.

*Please note all custom-made products are delivered with a different postal method, and the shipping time might vary. In most cases the parcels are delivered to the nearest post office, you will be notified once it is available for pick-up.

Due to an increase in the number of orders, the Covid 19 situation, and the holiday season, we strongly recommend the express alternative in order for you to receive the item in time. Please note that we can not guarantee the standard delivery times and tracking might not update regularly.

Holiday Season 2021

We strongly encourage our customers to order as soon as possible if they plan to receive the package in time for the holidays. Moreover, please select express shipping as we cannot guarantee orders using standard delivery will be delivered in time. You can read more about the recommended deadlines here. Please note that the dates are given by the logistics companies themselves and we cannot be held responsible in case of unplanned delays.

FAQ

Are you reliable?

Yes absolutely, we’re the Moomins! We’re a small group of people who run the site and do our utmost to provide everyone with the best Moomin experience possible. If you have any questions or concerns, you can always drop us a message.

Do you ship to my country?

We most likely do as we currently ship to most countries in the world.

How do you handle prices, taxes and deliveries to countries outside EU?

We have the same prices for all countries, so we do not deduct taxes from the prices even if we sell to countries outside of the EU. Please take into account that you may have to pay local VAT and customs duties for the products when you pick up the package from the local post office or pick up point, or before the package is home delivered

I have a discount code, how can I use it?

If you have a discount code, you can use it on the same page where you enter your card details. Enter the code on the field “Coupon code” and press enter. On the right side you will see the discount that you get with your code. You can only use one discount code per order.

How can I pay?

We currently accept payments by MasterCard, Visa and Visa Electron as well as Paypal.

Do you store my credit card details?

Nope, we don’t store credit card details as all payment info is processed through our payment partners listed above.

How do you ship out orders?

All orders are shipped in exclusive Moomin boxes made of recyclable cardboard. We chose our boxes to be durable (they are made of five pressed sheets for extra resistance) and sustainably made in Finland out of recycled material. You can keep yours to be filled with Moominous bits and bobs, gift them to your cat or kids, or even recycle them according to your local regulations.

The only way to get one of the boxes is to buy from one of the Official Moomin Shops, so thanks a lot for shopping with us and if you like it, please post it on social media with the hashtag #moominbox

But you store some user details?

We store your delivery address, shopping cart content, language and country. If you wish us to remove the information we have stored, please contact hello@moomin.com and we will remove your information immediately.

Is buying from you safe?

Yes, absolutely. Any sensitive information is encrypted using a terribly complicated formula.

I bought something and I want to return it

Sure thing! Was it broken, not what you were expecting or was something else wrong with it? Please send us an email at hello@moomin.com and we’ll sort it out.

Do you use cookies on your site?

Yes, cookies are vital to ensure that Moomin.com works properly for visitors. Please note that if you reject or block all cookies in your browser settings, you will not be able to take full advantage of Moomin.com as some cookies are necessary for the site to function properly.

I received a broken item, what should I do now?

We are sorry to hear that and we’ll help you sort this out! Please take 4 pictures of the parcel (so we can sort it out with our delivery service):

1. Outside, the damage to the package
2. The open package with packaging and the item inside
3 The item with the packaging around and what the damage looks like.
4. The item with the damage visible.

Email the images to hello@moomin.com, describe the issue and we will sort it out!

Are there any more FAQ’s?

At the moment there aren’t. We’ll be adding real questions when we get them, feel free to ask us anything.