FAQ overview

Questions

Processing of orders
Returns
Payments
Products
New customer
Product deliveries and expenses

Answers

Can I buy a product on the hire-purchase plan?

See detailed information in the payment options.

Can I collect a product myself from your warehouse?

Yes, see the General terms of use.

Can I make preliminary reservations on products in stock?

Our system does not support reservations at this time, but you may contact customer service, especially if the consignment you wish to order is large. This way we can prepare ourselves for the delivery. Please, contact our customer service through Contact Form or the chat.

Can I obtain a volume discount on products?

We would be happy to give a volume discount provided that the consignment is large enough. Please, contact our customer service through Contact Form or the chat.

Can I order products and charge them to my Exel Composites oyj customer number (invoicing)?

If you are a customer of Exel Composites Group, Yes. The minimum order that can be paid with an invoice is €500. If needed please, contact our customer service through Contact Form or the chat.

Can I track where my product is coming at the moment?

You can track the status of your order and delivery from your customer account “my Account”.

Can the delivery address be different than the invoicing address?

Yes. VAT, customs and similar fees are determined by the delivery address.

Do I have to pay a customs fee on products I ordered?

After a shipment, the customs service in your country may require you to pay customs fees and taxes. The buyer is always responsible for paying such fees. Exel Composites Webstore is not liable for such fees or the possible amounts of the fees. Customs policies vary a great deal between different countries. Contact your local customs office to find out what those fees may be. In order to facilitate the customs process, we reserve the right to inform customs of the value of packages. For the same reason customs officers may open packages. The delivery warehouse you can see at the right side on checkout screen under “Warehouse Origin and Shipping Method”. This information is important for customers fee. Mäntyharju warehouse, Finland is inside of EU.

Do you deliver products to countries outside the European Union or outside delivery country list?

At the moment we deliver products to the following:
EU countries: Finland, Sweden, Denmark, Estonia, Latvia, Lithuania, Poland, Italy and Germany.
Other countries: Canada, Norway and Island

The list is changing by daily.
In other cases please, contact our customer service asap through Contact Form or the chat.

How can I change my order?

The customer must contact customer service. An order can be changed before delivery acknowledgment (delivery address, quantity, product). Please, contact our customer service asap through Contact Form or the chat.

After a delivery has been acknowledged, the only method available is to return/cancel the order. Please, see the section “Terms” and then “Return terms”.

How can I give feedback?

Please, contact our customer service through Contact Form at www.exelwebstore.com. Your feedback is very important to us.

How can I work/treat fibreglass/carbon fibre products?

See the work/safety instructions file (MSDS) for the product group or product in question.

I am a new user - do I have to register?

You do not have to register until the stage when you pay for products. When you register as a customer, you can track the information about your order. More information please remember to read our Privacy Policy section.

I want to exchange the product I ordered for one of a different size but it is out of stock. Is it possible to return the product?

Yes it is.

I would like to place an order to a product that is not available in Webstore. How can I purchase it?

Please, contact our customer service through Contact Form or the chat. Your feedback, specially from new products, is very important to us.

Is it possible to return a product if I change my mind?

Yes. You can test a product but you must not take it in use. Please, see the section “Terms” and then “Return terms”.

Product right of return.

Please, see the section “Terms” and then “Return terms”.

The product I ordered is faulty or damaged, what should I do about it?

Always check the shipment and products carefully before you accept the shipment from currier.  If you see any damage or fault, please make a note to shipping documents before you accept the shipment.

Then please, contact our customer service through Contact Form at www.exelwebstore.com

If you wish to return the product: please, see the section “Terms” and then “Return terms”.

The product I want to buy is out of stock. Can I still order the product?

We do not have a reservation system right now but we will let you know as soon as the product is back in stock. Please, contact our customer service through Contact Form or the chat.

VAT

In questions relating to VAT, we comply with Warehouse Origin´s county law and regulations.

In questions of  Mäntyharju, Finland (main warehouse), we comply with Finnish law and EU regulations. As a general rule, we do not charge VAT for transactions outside the EU; for transactions inside the EU, we charge VAT to private individuals but not to companies that have been registered as required to pay VAT and thus obtained a VAT number. All buyers in Finland must pay VAT.

What are the acceptable methods of payment?

The acceptable methods of payment are listed on the front page of the www. exelwebstore.com online shop.

What are the shipping costs?

At the moment, we use the Finnish postal service for deliveries in Finland and UPS to other countries. When you view products, you can see the estimated expenses/product in the product information. The system will calculate the total shipping price for the whole package in the shopping cart.

What happens after I have placed an order?

First, customer service makes sure that everything is correct in your order. Then the warehouse provides an estimated shipping date. Your package is delivered by either Posti (the Finnish postal service) or UPS within 1-3 weekdays of the receipt and confirmation of your order. You can check under “my account” the order status and under the shipments the status of the delivery.

What if products are out of stock?

After you have placed an order, we confirm the estimated delivery date and confirm your order. If you order a product and want the products in two consignments due to the low volume of stock, the buyer pays for the freight.

What is the estimated delivery time of my order?

The estimated delivery time of an order is 1-3 weekdays from the time you sent your order. The delivery time depends on the transport company, in Finland the Finnish postal service and UPS in other countries. You can track their delivery by means of the tracking code you obtained from your customer account “my account”.

What should be done in case I want to cancel a transaction?

Please, see the section “Terms” and then “Return terms”.

Where can I find my order number so I can return a product?

When you log in to your customer account (login), you can see all your orders and find information about your order by selecting the “view orders”. From this view you can select “request RMA” and start the process of returning one or more products per this order.

Where can I see information on my order once the order has been processed?

You can always check under “my account” the order status and under the shipments the status of the delivery. In major events of your purchase, we will send you an e-mail, like order confirmation. . If there is still any confusion, please contact our customer service through Contact Form or the chat.

Who pays the shipping costs for returning a product to Exel Composites warehouse?

The customer does.

Why has a product been removed from the product selection?

Outlet products are one-time offers that are removed from the selection after the products run out of stock.

Ordinary products may not be shown for a temporary reason. Unfortunately, right now, our system does not support reservations, so the products will return to the selection as soon as they are back in stock.

If necessary, please contact our customer service through Contact Form or the chat.

Why have I not received an order confirmation via e-mail and why cannot I see the order confirmation or estimated delivery time from my customer account (my accounts, at the right upper corner)?

Please, contact our customer service asap through Contact Form or the chat.

Why have I not received the products I ordered although the delivery time has expired?

In some rare cases or remote locations there may be a delay in a delivery. Unfortunately Exel Composites cannot influence such a situation. If delivery times are exceeded by a considerable amount, first check under “my account” the order status and under the shipments the status of the delivery. If there is still any confusion, please contact our customer service through Contact Form or the chat.