FREQUENTLY ASKED QUESTIONS

Faq Sections

Orders
How to change the order?

The order can be changed before confirmation at checkout. The added products in the shopping basket will remain even if you leave the checkout. You may remove products from shopping basket by clicking on the garbage bin logo near the product. You may increase the amount of products by clicking the arrow near the product or by writing a number on the text box.

If you have already confirmed the order, you can add more products by doing another order. If you wish to change the product after confirmation, contact our customer service. In such case, inform our customer service about the order number given on confirmation email. When the order is cancelled, you may do another order of the wanted product.

If you wish to change the delivery address, please contact our customer service before the order has been sent. If the order has been sent, the address cannot be changed.


Has my order been confirmed?

After the checkout, you will receive email of confirmation on the email address used on order. Please check junk folder if it has not arrived.

After confirmation it is necessary to continue the order by paying/choosing a method of payment.

If you have not received confirmation email in couple of hours, please contact our customer service at info@evxstore.com


How do I confirm my order?

After you have added the wanted items to shopping basket, filled your contact information and agreed to terms of service, click on the confirmation button below.

After this you are directed to payments, where you can choose the way you want to pay for the purchase. After payment has been confirmed, the order will be confirmed on our system.

After completing order you will receive confirmation email, where you can view information about the purchase.


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Delivery
What delivery methods are available?

Free shipment to nearest post pickup (Finland)

Every product shipped in Finland is free to the nearest post pickup.

For delivery to other countries, contact our customer service for accurate price at info@evxstore.com

For heavy products free delivery to yard (Finland)

Heavy scooters will be delivered to the yard of the address provided on contact information. This service does not include carrying the product inside, it is left outside near the door.

For delivery to other countries, contact our customer service for accurate price at info@evxstore.com


Why is my order divided to multiple deliveries?

Larger products are usually sent in multiple packages, as they do not fit inside single one. Products are packaged at factories and they are sent forward on the same packages they arrive to us. If product/s are sent in multiple packages, you will receive tracking number for each package.

If the order is sent on multiple packages they might diverge during delivery. For this reason we cannot promise that the packages will arrive at the same time.

If your order includes fast delivery products and order products, they will be sent from different storage's. On order confirmation email you can see which items are order products. These products have delivery time of 1-3 weeks (Finland)


I only received some of the products from the order, why?

Some of the products might be delivered in multiple packages, you will receive tracking number for each to your email. In the email you will also be given information of how to track the delivery. When we deliver multiple packages they might diverge and arrive at different times.

If your order includes fast delivery products and order products, they will be sent from different storage's. On order confirmation email you can see which items are order products. 

If you see the message "The delivery hasn't arrived yet" while tracking, please contact our customer service info@evxstore.com. Keep in mind that it might take up to 48hours for the tracking number to activate.

If you have received all packages but something is missing, please contact our customer service info@evxstore.com


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Payment
What payment methods are available?

Finland

On our store you can pay the order using every Finnish bank, multiple card providers, mobile payment and EVX Store bill or -account. 

The banks available: Nordea, Osuuspankki, Säästöpankki, POP-pankki, Danske Bank, Handelsbanken, S-pankki, Ålandsbanken and Lähitapiola. Bank payment provider is Paytrail Oy.

Cards available: Visa, Visa Debit, Visa Electron, MasterCard and Debit MasterCard.

Payment is safe at EVX Store thanks to 256-bit SSL-enctryption. We do not save bank- or card information. Our store uses international Verified by Visa and MasterCard SecureCode confirmation service.


What are the expenses of payment with bill or installments?

Finland

EVX Store -Bill or -Account

EVX Store - Bill

Flexible and safe payment method

You can pay after receiving the product

Billing Fee 2,95 €

Interest-free payment period 30 days.

After receiving the bill you can choose whether to pay it in multiple installments

We offer the bill in cooperation with Avarda. During purchasing a credit decision is made, your credit or address may be checked. Credit is granted by Avarda. Avarda is TF Bank AB branches registered auxiliary business name. If your application is denied, you may choose another payment method. For late payments there will be charged reminder fee 5 €. General loan terms and standard consumer credit information (SECCI) can be found at avarda.com/media/1382/luottoehdot-ja-vakiomuotoiset-eurooppalaiset-kuluttajaluottotiedot.pdf

EVX Store - Account

Flexible and safe payment method

All orders made during billing month are compiled to a single invoice

Credit given up to 36 months

You can choose yourself, how much you want to pay each month. Minimum amount will be calculated.

No account opening fee

Account management fee 2,95 € / month.

Invoice is sent every month at 17. day and due date is the following months 3rd day.

We offer the bill in cooperation with Avarda. During purchasing a credit decision is made, your credit or address may be checked. Credit is granted by Avarda. Avarda is TF Bank AB branches registered auxiliary business name. If your application is denied, you may choose another payment method. For late payments there will be charged reminder fee 5 €. EVX Store -Account annual interest rate is 19,90%. Real annual interest rate is 29,35%. General loan terms and standard consumer credit information (SECCI) can be found at avarda.com/media/1382/luottoehdot-ja-vakiomuotoiset-eurooppalaiset-kuluttajaluottotiedot.pdf


Why have I not received my invoice?

If you have chosen EVX Store invoice or account as payment method:

EVX Store invoice is formed the day after the delivery and the invoice is always given an interest-free payment period of 30 days.

EVX Account invoice is formed 17th day of a month and due date is 3rd date of the following month.

If you have chosen installments as payment method:

Payment provider will send the invoice to the email address given during the ordering. Invoice is not provided as paper version. Please check your spam folder. Also possible changes will be informed to the email address given.


Returns
Do I have the right to return the products?

Finland

All our products have 30 days right to return starting from the day the product is received. 30 day right to return does not include company customers. The returned product must be in similar condition of a new product and it must be returned in its original package. Badly packaged product might break during return. The customer is responsible for returning the product.

The return must always be done using our return policy, please contact our customer service info@evxstore.com for it. To receive the return form please fill the following form https://evxstore.com/en/info/return-form. After sending the form you do not have to make a separate request. After checking the form we will send you information about returning to your email address.

We do not retrieve packages send as post packages to nearest post office.


How much does returning cost?

Returns made within 30 days are free.

The return can be made after 30 days. Our customer service will inform the price of the return after you have made request for return using our form. https://evxstore.com/en/info/return-form


How do I return a product?

If you wish to return a product, please make request for return using our return form at https://evxstore.com/en/info/return-formChoose return as subject. If there is something wrong with the product, include as many pictures as you can. You do not have to make a separate request for return. All information necessary for the form can be found on the order confirmation sent to your email.

Our customer service will evaluate the products condition and send you information necessary for return.

The post patch needs to be attached to the package and delivered to the closest post office.

Returning products is not allowed without making request for return! Returning without request will delay the handling of the return and returning of money.


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Product Defect
How do I make notice of defect?

If the product has arrived defect, is missing parts or is not as described on the website, you may submit notice of defect. Notice of defect is done by using our form https://evxstore.com/en/info/return-formChoose notice of defect as subject.

For notice of defect we will need pictures or videos or the defect or broken part. You can send up to 3 files through our form. Try to explain as accurate as possible about the defect. If possible, add part register numbers and such to the form. All information needed for the form can be found on the order confirmation sent to your email.


Can I make notice of defect?

You can make notice of defect if the product has arrived broken, it is not the product you ordered or it is missing parts. You can make notice of defect at https://evxstore.com/en/info/return-formNotice of defect can be made during guarantee period. Expenditure component are not included in guarantee period unless they are defect during delivery.


Discount
How do I use a discount code?

Discount code can be used at checkout by clicking "Do you have a discount code?". By clicking the text, a text field opens where you may enter the discount code.


How does a discount code work with returns?

If you have used a discount code for your order and want to return the product, the return amount will be the discounted amount. The discount code price will not be returned.


Misc
I want to be removed from the newsletter list

You can unsubscribe from the newsletter at any time by pressing the "Unsubscribe" button found at the bottom of our newsletters. Clicking the link stops the subscription automatically and you do not have to contact our customer service. If you can not find the link at the bottom of the newsletter, please contact our customer service and tell your email address.


Is there a physical store where I can see the products?

EVX Store does not have a physical store. Our products are stored at our warehouse at Ala-Okeroinen. All the products are packaged, so it is not possible to see or try them out. If you want more information about the products, please contact our customer service. Our customer service is open at weekdays 8:00 - 16:00.

All the products have 30 days return policy, so it is safe to order to make sure you get the product you want.


Customer Service
Customer service contact information

Customer service is open on weekdays at 8:00 - 16:00. Customer service is not open on weekends or holidays.

You can contact our customer service through the link at the bottom of the page, where you can fill a form.

If you wish to make changes to your order or ask questions related to orders, you can call us 0800 102 121 or email us at info@evxstore.com

If the phones are busy, you can leave a request for call or wait for the next available customer service representative.

For returning and notice of defect, please use our form at https://evxstore.com/en/info/return-form.


Why have my emails or calls not been answered?

Our customer service answers emails and calls during weekdays at 8:00 - 16:00.

Emails and contact forms are answered through email in order of arrival. Please send only one email, as new email will send you to last place and it will take longer for us to answer.

The phone service is available at weekdays at 8:00 - 16:00. If there are no representatives available to answer, you can leave a call request. We will call back as soon as we can.

During holidays are customer service is closed.


If you have any other questions, please contact us

Store information

EVX Store
Aleksanterinkatu 26 A
FI-15140 Lahti
Finland

Call us:
0800102121

Contact us

Paytrail Avarda Avarda
Free shipping
Free standard shipping
Free returns
30 day return policy
Support 24/7
Contact us via phone or email
Secure Payments
PayPal, credit and debit card payments