Assistance

To what countries are the products sent?

Products are sent to the following countries: Estonia and Finland.

Who pays for delivery?

The delivery costs are paid by the purchaser and the relevant information is displayed next to the delivery method.

Can I pick up the package myself?

The package can be picked up at the Tartu Art Museum shop. The museum shop is open Wed, Fri–Sun: 11–18 / Thu: 11–20. The hours may vary on national holidays, and that information can be found on our website.

If you select Itella Smartpost.

As soon as the package is delivered to the destination parcel locker, the recipient will receive an SMS message containing all of the relevant information about the package. A map with locations of Itella parcel lockers can be consulted. The map will clearly show where exactly the package has been delivered.

To receive the package, nothing more has to be done at the parcel locker than entering the door code received in the SMS using the touchscreen. After that, the correct door will open and you can claim your package!

If you select a DPD parcel locker

Before the package is delivered, DPD will send you an SMS or an e-mail which can be used within one hour to change the method of delivery to contactless, or to change the delivery address, the delivery time or to direct the package to a parcel locker.

You have the opportunity to track the location of your package in real time. If your plans change, you can easily change the location or time of delivery.

To receive the package, insert the door code received with the SMS using the touchscreen.

When will the purchase be delivered?

Deliveries inside Estonia usually reach the destination within seven working days after the order was made. Outside Estonia, the delivery is usually made within 14 days

How can I return purchased products?

After the order has been received, the buyer has the right to withdraw from the contract made in the online shop within 14 days. Detailed info about the return process is available in the terms of sale.

In order to return products, a declaration of withdrawal must be submitted, stating the order number, the first name and surname of the customer, the customer’s bank account number and the name of the holder of the account, and sent to the e-mail address no later than 14 days after receipt of the goods.

The cost of returning the products is borne by the buyer, unless the reason for the return is that the product to be returned does not correspond to the product ordered (e.g. a wrong or defective product).

The client can use the DPD or Smartpost return service or bring the products directly to the museum shop. We ask you to fill in the declaration of withdrawal beforehand and return the product with the purchase invoice. The declaration of withdrawal can also be filled in at the Tartmus museum shop. Find out more about the contents of the declaration here.

There are three ways to return products:

The client returns the products to the Tartmus museum shop:

We ask you to fill in the declaration of withdrawal beforehand and return the product with the purchase invoice. The declaration of withdrawal can also be filled in at the Tartmus museum shop.

Return by Smartpost:

If the package arrived at a blue parcel locker, it can be returned free of charge using the same door code. If you have received a package in a white parcel locker and you wish to return the package, go to the Smart self-service environment my.smartpost.ee to make the return.

Return by DPD:

DPD offers a PIN return service. Upon receipt of the package, the customer will be informed of the possibility of return by SMS and/or e-mail. The message or e-mail will contain the PIN and/or QR code required for the return. By using the PIN and/or QR code, the customer can print the return label at the parcel locker and return the package.