Help (FAQs)

DELIVERY AT A GLANCE

To-Door Delivery is available only within Helsinki, Vantaa and Espoo.

To-Door orders under €80 (including VAT): €7.97 delivery fee; orders of €80 or more: free delivery.

To-Door deliveries are scheduled for Mondays, Wednesdays and Fridays on weekdays, excluding public holidays.

Fresh and frozen products may be delivered by To-Door Delivery but cannot be shipped through Posti.

Posti delivery is available within mainland Finland only and excludes the Åland Islands.

Qualifying Posti-eligible orders of €100 or more receive free nationwide delivery; orders over 22 kg may incur an additional handling fee.

1. Shipping Policy

1.1 Delivery methods

GC Supermarket Oy delivers online consumer orders using:

• Posti for eligible deliveries within mainland Finland (excluding the Åland Islands); and
• GC Supermarket’s own To-Door Delivery service for eligible local deliveries within Helsinki, Vantaa and Espoo.

The available delivery method and any applicable delivery charge are shown during checkout, subject to the delivery conditions below.

1.2 Product eligibility by delivery method

Product eligibility depends on the delivery method. Fresh and frozen products may be delivered only through GC Supermarket’s To-Door Delivery service within Helsinki, Vantaa and Espoo. Products requiring refrigerated or frozen transportation are not eligible for Posti delivery.

1.3 Free delivery thresholds

• To-Door Delivery: orders under €80 (including VAT) are subject to a €7.97 delivery fee; orders of €80 or more (including VAT) qualify for free delivery.
• Nationwide Posti delivery: qualifying Posti-eligible orders with a product value of €100 or more qualify for free delivery.

Any applicable delivery or handling charge is shown during checkout before payment.

1.4 To-Door Delivery area and schedule

To-Door Delivery is available only within Helsinki, Vantaa and Espoo. Deliveries are scheduled for Mondays, Wednesdays and Fridays on weekdays, excluding public holidays. Orders are assigned to the next available delivery day after order processing. A specific delivery time cannot be guaranteed unless separately agreed.

Customers are responsible for providing a correct delivery address, telephone number and any access information needed for delivery. If delivery cannot be completed because the address or access information is incorrect or incomplete, additional delivery costs may apply where permitted by law.

1.5 Fresh & frozen products - To-Door Delivery

Fresh and frozen products are handled with appropriate care during To-Door Delivery. However, circumstances beyond our reasonable control - including weather conditions, traffic, delivery delays and temperature fluctuations - may cause the condition, appearance, texture or temperature of fresh or frozen products upon arrival to differ slightly from products purchased directly in store.

By selecting To-Door Delivery for fresh or frozen products, customers acknowledge that reasonable variations may occur during transportation. GC Supermarket will make every reasonable effort to maintain appropriate handling conditions and preserve product quality throughout the delivery process.

1.6 Posti delivery in mainland Finland

Posti delivery is available within mainland Finland only and does not include the Åland Islands. Products that require refrigerated or frozen transportation, including fresh and frozen products, cannot be shipped through Posti. Delivery time depends on the destination and carrier service. Tracking information will be provided when available.

1.7 Heavy orders

Due to Posti's delivery and handling requirements, an additional handling fee may apply to orders weighing more than 22 kg. The applicable additional fee will be determined based on the total weight of the order and the relevant Posti delivery requirements.

1.8 Delivery delays

If an order is delayed, GC Supermarket will provide updated information when reasonably possible. Nothing in this policy limits the customer’s statutory rights in the event of a delivery delay or other failure to perform the order as agreed.

2. Returns, Refunds & Complaints Policy

2.1 Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched or handed to our delivery personnel, please contact us as soon as possible. If the order can still be stopped before dispatch, the cancelled items will be refunded to the original payment method.

2.2 Right of withdrawal and food-product exceptions

Finnish and EU consumer rules provide a 14-day right of withdrawal for many online purchases, but the law also contains exceptions. In particular, the right of withdrawal may not apply to rapidly perishable goods, certain regular grocery deliveries, or sealed goods that cannot be returned for health or hygiene reasons once the seal has been opened.

For non-perishable dry goods where the statutory right of withdrawal applies, the customer may notify GC Supermarket of the withdrawal within 14 days of receiving the goods. This policy does not restrict any mandatory consumer rights provided by law.

2.3 How to request a return

Before sending any item back, please contact GC Supermarket customer service and provide your order number and the products you wish to return. We will provide return instructions and, where applicable, the correct return address or shipping method.

Where a right of withdrawal applies, the customer may inspect the product only to the extent necessary to determine its nature, characteristics and condition. A reduction in value may be deducted from the refund if the product has been handled more than necessary, as permitted by law.

2.4 Return shipping costs

For a change-of-mind return where the statutory right of withdrawal applies, the customer is responsible for the direct cost of returning the goods unless GC Supermarket agrees otherwise.

If the product is incorrect, damaged or defective and GC Supermarket is responsible for the issue, the customer will not be charged the reasonable return or correction costs.

2.5 Refunds

Where a valid withdrawal applies, refunds will be processed in accordance with applicable consumer law. GC Supermarket may withhold the refund until the returned goods have been received or the customer provides evidence that the goods have been sent back, where permitted by law.

Refunds are normally made using the same payment method used for the original purchase unless another method is agreed. Any additional delivery cost resulting from the customer choosing a more expensive delivery option than the standard option is not refundable where the law permits.

2.6 Damaged, incorrect or defective products

If you receive an incorrect, damaged or defective product, please contact us as soon as possible. For food products or transport damage, we recommend contacting us promptly after delivery so that the issue can be investigated while the product and packaging can still be identified.

Please include:

• your order number;
• the product name and quantity affected;
• a short description of the problem; and
• clear photographs of the product, packaging, label and any visible damage, where relevant.

Depending on the circumstances and the customer’s statutory rights, the matter may be resolved by replacement, price reduction, refund or another appropriate remedy. Please do not discard a damaged or incorrect product until customer service has advised whether it is needed for the claim.

2.7 Uncollected parcels

Not collecting a parcel is not, by itself, a cancellation or withdrawal notice. If a shipment is returned because it was not collected and the customer has not otherwise cancelled or withdrawn from the order, GC Supermarket may charge the actual and reasonable delivery, return and handling costs to the extent permitted by law.

3. Customer Service

GC Supermarket Oy

Email: info@gcsupermarket.fi

Online shop phone: +358 40 077 2042

Website: https://gcsupermarket.fi/fi