Delivery and returns | terms and conditions and instructions

Delivery time

Products available directly from our own warehouse are shipped as quickly as possible, usually within 1–3 business days. Products stocked by our suppliers are usually shipped within approximately 7–14 business days. Some special-order products may have longer delivery times. If your order contains products with different delivery times, the entire order will be shipped according to the longest delivery time.

If a product you ordered is no longer available for any reason, we will notify you by email or phone.

Delivery methods

We offer the following delivery methods:

Matkahuolto parcel point or parcel locker

The parcel will be delivered to the Matkahuolto parcel point or parcel locker of your choice. We will send you a tracking number by email once your order has been shipped, and you will receive a notification when the parcel is ready for collection.

Matkahuolto home delivery

The parcel will be delivered to the recipient’s address at an agreed time. You will receive a tracking number by email once the order has been shipped. Matkahuolto will contact you to arrange the delivery time. A phone number is required so the recipient can be reached.

Pickup from the Oulu pickup point

Your order can be collected from our Oulu pickup point. Please wait until you receive a pickup notification by email before arriving to collect your order.

International deliveries

We deliver products not only within Finland but also to several European Union member states. Available delivery methods, shipping costs, and estimated delivery times depend on the destination country and are displayed in the shopping cart and at checkout before payment. For international shipments, we use both pickup point and home delivery services depending on the destination country.

Delivery costs

Delivery costs are determined by the selected delivery method and delivery address and are shown in the shopping cart and at checkout before payment.

Claims

Sometimes things do not go as planned, but don't worry – we are prepared for that too. If there has been an error in the delivery, you received an incorrect product, something is missing, or you are otherwise dissatisfied with your order, please contact our customer service by email at: asiakaspalvelu@milgear.fi.

Right of cancellation / returns

We offer consumer customers a 30-day right of cancellation. The cancellation period begins when you receive your order. An order may also be cancelled before the goods have been delivered.

Cancellation must be communicated clearly. Notification can be made, for example, using our electronic cancellation form, by email, by phone, or by including a written notice with the returned goods.

The right of return only applies to products that remain resalable. Returned products must not be used and may not contain signs of use, dirt, hair, odors, or anything else that would prevent the product from being sold as new. The product and its packaging must be returned in substantially original condition, and all parts, accessories, and instructions included with the product must also be returned. The right of return does not apply to products whose value has decreased due to use, damage, or improper handling. The right of return does not apply to products that cannot be returned for hygiene reasons after the original seal has been broken.

If a return does not meet these conditions, we cannot accept it. In such cases, the product will be returned to the customer at the customer's expense. If the customer does not wish to have the product returned, we reserve the right to dispose of it appropriately.

Returns are usually processed within approximately 3–14 business days from the arrival of the return shipment.

How do I make a return?

Please include a completed return form or a free-form note containing the following information:

  • Your name and address
  • Original order number
  • Returned product / products

  1. Pack the product in its original product packaging in the same way it was delivered to you. Make sure there is no dirt, hair, or other contamination.
  2. Ensure that all parts belonging to the product/package are included and that all tags, labels, manuals, and accessories are returned.
  3. Pack the product carefully in a suitably sized package to prevent damage during transport. Please do not make markings on the original product packaging (for example, a shoe box). Do not send the product without protective outer packaging. You are responsible for the shipment and its condition until it arrives to us.
  4. Place your free-form note inside the package and seal it properly.
  5. Select your preferred return method.

Within Finland, you may return the package to a Matkahuolto parcel locker or service point using an activation code, or to a Matkahuolto service point using return code 9507732.

Return to a parcel locker or service point using an activation code

Obtain an activation code for the return shipment from the Paketit application or from the Matkahuolto website.

  1. Write the activation code, your name, and your phone number on the package.
  2. Deliver the package to a Matkahuolto parcel locker or service point.

Return to a Matkahuolto service point using return code

Write the following address details on the package:
Suomen Erikoisvaruste Oy / MilGear
Isokatu 56
90100 OULU, Finland
Return code: 9507732

Deliver the package to a Matkahuolto service point.

Please keep the receipt and/or tracking number for your return. Without a receipt or tracking number, we cannot take responsibility for potentially lost return shipments.

Read more about returning parcels on the Matkahuolto website https://www.matkahuolto.fi/paketit/palauta-paketti

Return to the Oulu pickup point

You may also return products directly to the MilGear Oulu pickup point at:

Suomen Erikoisvaruste Oy / MilGear
Isokatu 56
90100 OULU

The pickup point is open Tuesday–Friday from 12:00 to 17:00.

Please include the order number and customer name with the return. Returned products must meet our return conditions.

No return costs are charged for returns delivered to the Oulu pickup point.

Returns at your own expense

You may also return products at your own expense. In such cases, no return costs are charged by us. Returns made at the customer's own expense must be delivered directly to our address. We do not collect returns from parcel lockers, parcel points, or carrier service points.

Return address:
Suomen Erikoisvaruste Oy / MilGear
Isokatu 56
90100 OULU, Finland
Tel. +358 45 1100131

International returns

For international returns, the customer is responsible for all return shipping costs. International returns must be delivered directly to our address. We do not collect returns from parcel lockers, parcel points, or carrier service points. Return shipments must not cause customs duties, taxes, or any other additional charges to the recipient. We do not accept shipments requiring customs clearance or shipments that require payment from the recipient.

Refunds

We will refund the price of the returned products once we have received and processed the return. Matkahuolto return shipping costs (€5.90) incurred through the use of an activation code or return code are not refunded and will be deducted from the refunded amount. No return costs are charged for returns delivered to the Oulu pickup point or for returns shipped directly to us at the customer's own expense. For international returns, the customer is responsible for all return shipping costs. Refunds are always issued to the same payment method used for the original order.


Unclaimed shipments

Matkahuolto stores shipments for 7 days in parcel lockers and 14 days at service points.

Please ensure your contact information is entered correctly when placing your order so that Matkahuolto can notify you when the shipment arrives.

For unclaimed shipments, we reserve the right to retain the original shipping costs and return-related costs (€5.90).

Product exchanges

We do not offer a separate exchange service. We aim to provide as much information as possible about our products and sizing options in advance, and if you are unsure about anything (for example, a specific measurement), we recommend contacting our customer service before placing your order.

If you ordered the wrong size or an otherwise unsuitable product, you may return it according to our return instructions and place a new order if you wish.

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CUSTOMER SERVICE

Consumers:
asiakaspalvelu@milgear.fi

Business customers, authorities and reseller enquiries:
myynti@milgear.fi

MILGEAR PICKUP POINT

Isokatu 56
90100 OULU

Order pickups:
Tuesday – Friday
12:00–17:00

Exceptional opening hours:
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© MILGEAR Finland 2026. All rights reserved.
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