FAQ
This page contains answers to various questions that customers may have. In addition, the " Website Terms of Use ", " Sales Terms ", " Shipping Terms ", " Special Return and Refund Policy ", " Privacy Policy ", " Cookie Policy ", and " Notation Based on the Specified Commercial Transactions Act " are listed on each page.
If you can't find the answer to your question, feel free to contact us using our contact form or by email at japan@hohde.fi .
FAQ - TUOTTEET
About the product
What makes your products different from other companies' natural cosmetics?
Hohde products are unique because they are made with Finnish raw materials. In a harsh environment and with a very short growing season, plants use all the light they can get and produce an incredible amount of nutrients and antioxidants with great power. This is the secret of the power hidden in Hohde products. They are manufactured in Finland in an environmentally friendly, ethical manner and support Finnish jobs. As proof of this, Hohde products are given the Key Flag mark.
Who is this product suitable for?
Hohde skin care products are suitable for all skin types. They are fragrance-free, but that doesn't mean they are fragrance-free. This means that there is a wide range of tolerances that are suitable for the products.
All our products are dermatologically tested, but if you notice any skin irritation, discontinue use immediately and consult a dermatologist or contact our Customer Service.
We also welcome your positive feedback about our products in our customer service emails.
Are Hohde skin care products safe to use while pregnant or breastfeeding?
All Hohde products are tested and are safe for use during pregnancy and breastfeeding when directed to use.
If you have further questions, please consult a medical specialist.
How long will the product last? Does the product have an expiration date?
The manufacturing year and month are printed on the product container. We recommend using the product within 6 months after opening.
Are the products labeled correctly and trustworthy?
We comply with the Act against Unfair Premiums and Unfair Premiums in the labelling and advertising of our products. If you have any questions regarding product labelling, please feel free to contact us via our contact form or by email at japan@hohde.fi . Complaints and product inquiries can also be sent to this email address.
Are your products vegan?
Hohde products do not contain any animal-derived ingredients and are not tested on animals, therefore all products are vegan.
Are Hohde products fragrance-free?
Hohde products do not contain artificial fragrances. Instead, they have the natural scent of the ingredients. Although they are fragrance-free, this does not mean they are completely fragrance-free.
About preservatives
All raw materials, including preservatives, are listed in the full ingredient list. We only use the mildest preservatives commonly used in natural cosmetics and food factories. Therefore, the preservatives in our products are natural and come from nature. For example, potassium sorbate (E202) and sodium benzoate (E211) are naturally derived and are very gentle and mild natural preservatives (these ingredients are found in lingonberries and rowan).
CosmEthics certification guarantees that the product does not contain any harmful substances or substances banned in the EU. The law requires that all natural cosmetic products contain some ingredient to preserve the product. We only use the most gentle and natural ones.
What should I do if my product freezes in my mailbox?
The product has been tested to withstand freezing temperatures, after which it can be used as normal after thawing at room temperature.
If you have any questions or concerns about sales or products, please feel free to contact us.
FAQ - Orders
Regarding orders
Can I purchase products from the shop?
HOHDE products are only available for purchase through our webshop.
I received a coupon code, how do I use it?
Coupon codes are entered in the designated field when you go through the checkout process for your order. Simply enter your coupon code into the coupon code field on the checkout page. This will update the discounted price based on the coupon code before you confirm your order.
Please note: The coupon code value is deducted from the order amount before shipping costs are calculated, so coupon codes do not apply to shipping costs.
What should I do if the coupon code doesn't work?
If for some reason the coupon code you received does not work, please contact us via the contact form or email us at japan@hohde.fi . Please first check that the coupon code is entered in the correct format and is within the validity period.
I forgot to use a coupon code and completed my order. Can I add a coupon code after the order is confirmed?
Unfortunately, it is not possible to add a code after an order has been placed - the coupon code must be entered into the designated field before placing your order.
What are the benefits of creating a customer account? Can I order products without creating an account or logging in?
Creating a customer account will allow us to store your details so you can shop more easily the next time you order. You can also register multiple shipping addresses in your account. You can also access your order history through your account, so you can easily find your favorite products the next time you order.
However, you can still order products without creating an account and logging in. You can create an account by clicking this link.
What if I forget my account password or want to change it?
If you have forgotten your password or would like to change it, click "Forgot your password?" and follow the on-screen instructions. You will receive an email with instructions on how to reset your password.
How do I change the contact information in my account or delete my account?
If you wish to change your contact information, you can do so by logging into your account and changing your contact information.
If you wish to have your information deleted, please contact us using the contact form or by email at japan@hohde.fi .
Are the product reviews on your online store written by customers who have actually purchased the product? And are they only reviews from satisfied customers?
Anyone can post customer reviews on product pages, so some of them may be from people who have not purchased the product. However, if we are clear that the review was not written by someone who purchased the product, we may delete the review. Reviews can be submitted not only by customers who are satisfied with the product, but also by customers who are dissatisfied for any reason. Reviews will be published in accordance with the website terms of use, as long as they do not contain offensive or other inappropriate content. The review form is neutral, and the number of reviews displayed is the actual number of reviews posted for the product. (Reviews that have been deleted for violating the terms of use will not be displayed.)
Disclaimer: We do not allow our staff to post reviews. All product reviews are based on the personal opinions and experiences of users. They are not necessarily representative of a wide range of users, nor are they the result of objective research. User reviews do not guarantee that a product will have the same effect on everyone, nor do they prove any effectiveness beyond that recognized within the scope of cosmetic efficacy.
Can I save my shopping cart and order items later?
If you have created a customer account in our online store and are logged in, you can continue your order later. You can create a customer account via the following link. Once you are logged in, you can resume your order from the point where you previously left off.
Can I change my order after I have submitted it?
Once payment has been completed, your order cannot be changed. Therefore, please double-check your order before placing it. If you wish to cancel your order, you may be able to do so before the order is processed. Please contact us as soon as possible via the inquiry form or email japan@hohde.fi .
Can I change the delivery address after placing an order?
Unfortunately, we cannot change the delivery address after an order has been placed. Therefore, please double-check the details before placing your order. If you wish to cancel your order, you may be able to do so before the order has been processed. Please contact us as soon as possible using the inquiry form or by email at japan@hohde.fi .
How do I cancel my order?
For orders that have not yet been processed, you can cancel them by contacting us through our contact form or by emailing us at japan@hohde.fi . If your order has already been processed and shipped, please note that we are unable to accept returns due to our special return policy.
How can I know if my order has been received?
If your browser displays the "Order Completion Page (Thank you for your purchase)" after you have confirmed your order and completed payment, you can be sure that your order has been accepted by our system. In addition, an order confirmation email (notification of acceptance of mail order orders) will be sent to the email address you entered when placing your order. If you have not received the order confirmation email, please first check your trash or spam folder. If you still cannot find the order confirmation email, please contact our customer service.
Customer Service Contact: japan@hohde.fi
If I order several items, will all the information be sent in one order confirmation email?
All items ordered at the same time will be listed in the same order confirmation email and shipped using the same courier.
What should I do if I have a problem with my order, such as not receiving the product I ordered, the product is defective, or I received a different product than I ordered?
Please contact us using the contact form or by email at japan@hohde.fi . We will work with you to clarify the cause of the problem. Please include your order number in your inquiry, as this will help us expedite the process. For more information regarding product defects or other issues, please see our Special Returns and Refunds Policy and Terms of Sale .
Can I order products to a different delivery address?
Yes, you can. Please specify your desired shipping address during the order process and ensure that the address is correct on the confirmation page before placing your order. Please note that the address cannot be changed after the order has been placed. Orders for products are limited to personal use only (personal imports) and shipping to a different address is only permitted for your own personal use.
Does the customer pay for shipping?
Yes, shipping costs are charged separately to the customer. Shipping costs are added to the order confirmation page on the checkout page. If shipping costs were included in the total price of each item, the product prices would be higher, which would affect the payment of customs duties, etc.
Orders are shipped from Finland and shipping costs are displayed separately so you can see in advance how much shipping will cost for your order.
Where can I check the shipping cost?
Shipping costs for products shipped from Finland to Japan will be added at the end of the checkout process, before you confirm your order. Normally the shipping cost is 750 yen. For more information about shipping options and costs, please see our Shipping Terms and Conditions . Shipping options and costs are displayed on the final confirmation screen (checkout page) when you place your order.
Shipping costs do not include any other charges such as customs duties. All items are shipped duty-unpaid (DDU). If your order exceeds 10,000 JPY, you will be responsible for paying customs duties and consumption tax. For the latest information on customs duties and consumption tax, please see the information from Japan Customs.
Do I have to pay customs duties on my order?
All orders are treated as personal imports. If the order amount exceeds 10,000 yen, you will be obligated to pay consumption tax and customs duties according to the regulations set by Japanese customs. For the latest information on customs duties and consumption tax, please check the information of Japanese customs.
How long will it take for my order to arrive? What should I do if my order is delayed?
Please note that orders are processed and shipped from Finland so delivery may take some time.
Orders are processed within the same business day. Delivery takes 6-14 days after your credit card has been charged. As a rule, we do not ship on Saturdays, Sundays and Finnish public holidays. If there is a delay in shipping due to stock shortages or other reasons, we will inform you by email.
Once your order has been shipped from Finland, you will receive a shipping notification email. Please note that even after shipping, delivery times may vary depending on the shipping company and delivery method. If you have not received your order within the normal delivery time after shipping from Finland, please contact us. We will respond promptly.
Contact email: japan@hohde.fi
If I purchase multiple items, will I receive multiple order confirmation emails?
All items ordered at the same time will be listed in the same order confirmation email and shipped using the same courier.
Can I track my order?
Yes, tracking is possible. Once your order has been shipped, you will receive a DHL tracking number and details on how to track it.
FAQ - Vastullisuus
Sustainability
What efforts is Hohde making to advance the Sustainable Development Goals?
The Sustainable Development Goals are one of our core values. We want to act responsibly and work towards better choices in all areas of our business. One of our goals is to reduce the environmental impact of manufacturing and shipping our products. One of the most important changes we have been able to complete in recent years is the switch to the most environmentally friendly packaging, made almost entirely from renewable raw materials. We are also in the process of switching over to shipping multiple products in one box, which should reduce the environmental impact. Our customers play an important role in the development of our company and participate in our business with their feedback. The certifications we have received speak for our values and how we put them into practice.
Are your products or ingredients tested on animals?
Hohde products do not contain any animal-derived ingredients and are not tested on animals.
Therefore, all products are vegan.
How should I dispose of the container after use?
Rinse the product container with water and dispose of it as plastic recyclable waste.
After rinsing the rough-surfaced containers of the facial cleansing emulsion, face cream, and eye cream with water, you can dispose of the caps as plastic recyclable waste and the tubes in the same way as cardboard. *The tubes are made from sawdust.
How are Hohde's products manufactured?
The company that owns the Hohde brand is STR Nordic Oy. The Hohode skin care collection was developed together with experts and specialists in natural cosmetics. We aimed to develop a skin care collection that is natural, high quality and also suitable for sensitive skin. The raw materials used in the products are carefully selected based on scientific research results, each selected raw material has a specific effect and influence. The raw materials are organic and fresh, and their quality is monitored throughout the entire production process. All products are dermatologically tested.
Hohde skin care products have received multiple certifications. (Please refer to the "Certifications page.")
Keyflag : The Keyflag is a registered trademark that indicates that the product is made in Finland and contributes to Finnish jobs.
Design From Finland : Awarded to uniquely Finnish design products, it demonstrates the importance of Finland's success and employment.
CosmEthics : Guarantees that products are pure and free of plastic and ingredients banned in the EU.
Pro Luonnonkosmetiikka ry : Membership shows that a cosmetic brand or collection is officially certified and contains genuine Finnish natural cosmetics, which have been tested and the ingredients approved by independent experts.