Frequently Asked Questions - proxel.fi Customer Support

ORDERING AND AVAILABILITY

How can I check the product’s availability?

You can view product availability on the product page in the online store. The standard delivery time for items in stock in Finland is usually 1–3 days. Longer or otherwise exceptional delivery times are always indicated alongside the product. For deliveries within the EU, shipping time varies between 2 and 8 days.

Is it possible to pre-order spare parts if they are out of stock?

Yes, if the product is marked as a "special order item" on the product page in the online store. Otherwise, please inquire about availability from our sales department by email at myynti@proxel.fi or by phone at +358 207 410 800.

Can I request a notification when a specific spare part becomes available again?

You can request an email notification from the product page when the item is back in stock.

PAYMENT

What are the accepted payment methods in the online store?

Bank payment methods: our payment selection includes online payment buttons for all domestic banks

Credit cards: Visa and Mastercard
Mobile payment methods: MobilePay, Siirto, Apple Pay, and Google Pay
Invoice and installment options: Klarna, OP Invoice, OP Credit, and Walley

The payment processing service is provided by Paytrail Plc (2122839-7) in cooperation with Finnish banks and credit institutions. Paytrail Plc will appear as the recipient of the payment on your bank statement or card bill and will forward the payment to the merchant. Paytrail Plc is an authorized payment institution.

We also offer businesses a dedicated Invoice payment method, which can be applied for with a separate account application form (available in the forms section) or by contacting our customer service. Once approved, the Invoice payment method can be linked to the customer account in the online store.

DELIVERY

How quickly are the spare parts delivered?

Delivery times vary between 1–3 days within Finland. Orders placed by 3:00 PM are generally shipped from our warehouse the same day.

What delivery options do you offer in your online store?

Delivery options include Matkahuolto, Posti, and PostNord. Orders can also be picked up at our store. For business customers, we additionally offer delivery via DB Schenker and Jyväskylän Tavaralähetit. Deliveries within and outside of the EU are handled by UPS, FedEx, PostNord, and Posti.

Returns and Warranties

Can I return the spare part if it does not fit or is defective?

Yes, our products have a 14-day exchange and return policy; the item must be unused. Please notify our customer service about the return so that we can process it more efficiently.
If the product is faulty, please fill out our warranty form on our website or contact our customer service before returning the item.

How do I get my money back after a return?

Refunds for returns are primarily processed through the Paytrail payment service. In some cases, we may request your bank account number for the refund.

Is the return free of charge?

Returns are free of charge as a customer return. For more detailed instructions, see here.

Do the spare parts come with a warranty?

Yes, spare parts come with at least a 1-year warranty. Depending on the manufacturer, the warranty period may vary from 1 to 3 years.

INSTALLATION AND TECHNICAL SUPPORT

Do you offer installation services for spare parts?

We do not offer an installation service, but if needed, we can assist you in finding a company that provides installation services.

Do you offer technical support?

Yes, you can always contact us for technical support – we will assist you to the best of our ability.