Customer service

You can contact our customer service in English or Finnish. We assist you primarily via email, and in urgent matters by phone. Our customer service is available from Monday to Friday at 8.00 am to 4.00 pm (Finnish time). If your request considers your order, please include the order number and, if necessary, product codes of the items you ordered.

Email: store(at)ponsse.com

+358 20 768 800

Size chart

Our size chart is based on the workwear sizing. The sizes in the size chart are body measurements, therefore, please always take measurements when wearing thin undergarments. Please visit the size chart for more information.

Some products have their own size charts which are found next to the product images. If needed, our customer service assists in selecting the suitable size.

Payment methods

The following payment methods are available in all countries: VISA, VISA Electron, Mastercard, American Express, PayPal.

In addition, the following payment methods are available for customers in Finland: Finnish online banks (Nordea, Osuuspankki, Danske Bank, Säästöpankki, Oma Säästöpankki, POP Pankki, Aktia, Handelsbanken, Ålandsbanken, S-Pankki), MobilePay, Siirto, or buy now & pay later services (OP Lasku, Walley, Jousto, Klarna).

Klarna

You can choose to pay using Klarna. Klarna will provide you with specific payment terms. For further information or questions regarding your payment, please visit Klarna’s website.

Delivery and order tracking

We deliver to the European Union countries and Switzerland with the Finnish Postal Company and DHL. Delivery costs depend on the weight of the delivery and the final delivery costs are calculated automatically in the shopping cart. We offer free delivery on orders above 100€. Please visit the delivery information for more information.

You can track your order by signing in your customer account, Order form or using the link delivered to the email address used in the order.

Right of cancellation

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the receipt of the goods.

In order to exercise the right of cancellation, you must notify us of your decision to cancel the order in an unequivocal manner (for example, by mail or e-mail) by Ponsse Corporation / Ponsseshop.com, +358 20 768 800*, store@ponsse.com. You can also exercise your right of withdrawal using the Order cancellation at the bottom of the online shop. If you use this online function, we will send you, without undue delay on a durable medium (e.g. by e-mail), a notice of receipt of the cancellation, stating the content of the cancellation and the date and time of its delivery.

In order to meet the cancellation deadline, it is sufficient to send your notice of the exercise of the right of cancellation before the end of the cancellation period.

Effects of cancellation

If you cancel our order, we will reimburse to you all payments received from you, including delivery costs (except for the additional cost of choosing a delivery method different from the most affordable standard delivery method offered by us), without delay and in any case no later than 14 days after receipt of the notice of cancellation. We will carry out the refund using the payment method you used in the original transaction, unless you have expressly agreed otherwise, and in any case without incurring any costs for returning the payments. We may withhold a refund until we have received the item back or until you have proved that you have returned the item.

You must return the goods or hand them over to us without delay and no later than 14 days after the notification of cancellation. The deadline is met if you send the goods back before the expiry of the 14-day deadline. We are responsible for the cost of returning the goods. You are only responsible for any decrease in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Customer account

Creating an account is easy and will assist you in the online shop: your customer information is pre-filled, you can track your order, and review previous orders. You can also choose to subscribe to our newsletter. It will help you to stay current on our product selection and get informed about new products as soon as possible.

Click Create account on the top right-hand side of the screen and enter your email address and other personal information. An email will be sent to your address, which contains your password. You can also create an account easily after completing your first purchase by clicking the Use order information to create my account link.

Returns

We will issue a refund for any unused items returned in their original packaging and with all product labels intact within 30 days of receipt of your order. We accept returns for items ordered at Ponsseshop.com only. Please visit Product returns for more information.

We only accept unflawed, new and marketable items to be returned or exchanged. Products must be accompanied by product labels and returned in their original packaging. We do not allow products that have been used, washed, soiled or with pet hair for return. Items may be fitted and the characteristics examined as it would be possible in a physical store. Please do not make markings on the original packaging of the items. In case the item has been used or the original package has been damaged, the return will not be accepted. In such cases, we will return the item/items to the customer.

If you note a defect with the item, please contact our customer service to investigate the matter.

Please inform us about the return. Complete the online shop return form by logging in Log in to your account, or use the online return form.

Please log in using the order number, your email address and post code to review your order. Select the item to return, quantity, item status, reason to return and add it to the return. Please complete the steps for all items to be returned. Include a photo of the product, if necessary. Send the return form.

We will process your return request within approximately a business day and issue a return authorisation. Please wait for the return authorisation and shipping instructions before shipping any products.

We will issue a refund for the payment method you chose when the original order was placed. Refunds are processed within 14 days of receiving the return shipment.

Encryption

Your personal information is encrypted when shopping online. We use Secure Sockets Layer (SSL), a technology that encrypts all information exchanged between the seller and the buyer.

Cookies

The Ponsseshop.com website uses cookies. Cookies are small text files that are saved on your computer. These files do not contain any personally identifiable information. We use two types of cookies: permanent and temporary (browsing session cookies). Temporary cookies are saved on your computer until the end of the browsing session. Permanent cookies are saved on your computer for a longer time, sometimes permanently. Permanent cookies allow us to recognise returning visitors and save your settings and favourite products for future use. Browsing session cookies improve site usability and are required for e.g. shopping cart functionality. Browsing session cookies are deleted when you close the internet browser.

You have the option to turn off cookies completely in your browser settings. However, this site will not work properly when cookies are turned off. You may be able to browse products, but shopping features will not work without cookies. Placing an order requires cookies to be turned on.

Third-party cookies: Third-party cookies used by us or allowed to be saved by us (Google Analytics) are used to monitor site traffic and product viewing statistics.  Third-party cookies are similar to our own in that they will not store any personally identifiable information about you. Please visit Cookie settings for more information.