Frequently Asked Questions

If you have any problems or questions, please contact our customer service representatives by phone 611 5511 (8-20 business days), by e-mail [email protected]. We will respond as soon as possible!

We have included the most frequently asked questions here, perhaps you will find the answer to your question!  

Frequently Asked Questions:

How soon will I receive my ordered goods?

The delivery time of the goods depends on whether he is in stock or not. The estimated delivery time is indicated separately for each product. If your order consists of several products and it happens that some products have run out of stock, we will send the order in several shipments (the shipping cost will remain unchanged).

How long does it take to buy a parcel out of a post office or SmartPOST parcel machine?

We kindly ask you to pick up the parcel as soon as possible. The post office at the place of residence keeps the parcel for 14 days. After that, Omniva will send the parcel back to our warehouse. SmartPOST keeps the parcel in the parcel machine for 7 days. After the expiry of these deadlines, the order will be canceled and we will send it home again at a new shipping cost. If there are several unpurchased parcels in your name, we will not be able to fulfill your order.

I ordered the parcel home by courier. How many times does the courier call me to agree on the delivery of the parcel?

Omniva courier calls 2 times. If the courier cannot contact the phone attached to the shipment, the parcel will be taken to the post office of residence, where it will be stored for 14 days.

I want to change, upgrade or cancel my subscription. How to do it?

Contact our customer service as soon as possible by calling 611 5511 or e-mailing[email protected]. NB! When writing, be sure to indicate your name and customer number (user ID).

How to exchange or return the ordered products?

The ordered product can be exchanged and returned within 14 days from the date of payment of the order. Please send the original packaging and unused product to us packaged and indicate the order number and your details on the packaging (not the original packaging). We will pay the cost of the order or the returned product within 14 days after the return package arrives at our warehouse. The money will be returned with a money order or transferred to a bank account, when returning the money with a money order, the Omniva service fee is 1.60 EUR + 4% of the purchase amount if it exceeds 35 EUR and it will be deducted from the refundable amount.

Will you send me an order confirmation?

If we have accepted the order online, we will send you an e-mail with a summary of the order. 

Where can I see my order history?

All orders placed starting from 08.02.2022 are grouped together under the "My orders" link. If you have any questions about your previous orders, please contact our customer service at [email protected] or 611 5511.

Hansapost e-shop has undergone a refreshment course? Is my former username and password valid? 

Yes, the user ID and password have not changed. 

Hansapost e-shop has undergone a refreshment course? The layout of the menu and categories has changed. How do I find the product I want?

Yes, we changed the category tree to improve the shopping experience. The most convenient way is to search for the product through the search line, which is located at the top of the page. You can find all product categories here>

If you did not find the answer to your question, feel free to contact the customer service representatives by phone 611 5511 (Business days 8-20), by e-mail [email protected]. We will respond as soon as possible!