ilmi johanna - Frequently Asked Questions

How long have you been in business?
We have been in business since 1987.
Our website has been online since 1996.

Who is Ilmi Johanna?
Ilmi Johanna was our Grandmother.
She came to the United States from Finland in 1901.

Can I place my order over the phone?
Yes. You can call us toll free at (800)974-9790.

Do you accept credit cards?
Yes. We accept American Express, Discover, Mastercard, and Visa.

How can I receive a catalog in the mail?
We do not have printed catalogs available.
Our only catalog is the website that you are viewing now.

Is a specific Iittala or Arabia pattern available?
For the most part, if Iittala or Arabia have a pattern available in the United States, we have it on our website.
If you do not see it on our website then there are two possibilities:
If it is a new pattern, we have not added it to the website yet. Please call us at (800)974-9790 to find out if it is available yet.
If it is an old pattern, it is probably discontinued. Iittala and Arabia discontinue some patterns each year and replace them with new ones.

How are items shipped?
All items are hand-packed with extra packaging to ensure that they are not damaged during shipping.
Orders are shipped via US Postal Service or UPS depending of the size of the order and the shipping address.

What if an item is damaged when I receive it?
Since we have been in business, we have only had 2 orders received damaged.
You should always inspect the package carefully when accepting it from the shipper.
If the package looks like it was damaged in-transit, discuss it with the shipper.
If you find damaged items in your order and feel that the damaged was caused by our packing, please call us at (800)974-9790 to discuss replacing the item.

When will my order be shipped?
We strive to ship all in stock items with 2 business days. Please allow 10 business days for delivery of in stock items.

What do those little status icons mean?
Discontinued Item. Limited number in stock. The item has been discontinued by the manufacturer.
We still have a limited quantity in stock and you should order quickly while supplies last.
Discontinued Item. No longer in stock. The item has been discontinued by the manufacturer.
We no longer have any in stock and cannot get anymore.
We leave the items online so that you can use our webpages to identify your older patterns and find their approximate value when the item was discontinued.

What if an item it not in stock?
Any items that are currently out of stock will be shipped as soon as they become available.
Credit card orders will not be charged for the backordered items until they have been shipped.

What if I want to return an item?
See our Return Policy below.

Return Policy
To return an item:
Call (800)974-9790 to receive a Return Authorization Number (RAN).
All returned items must be in their original, unused condition.
All returned items will be subject to a restocking fee of 20% of the product price.
Package your return in the original carton. All returned items must be complete, including original packing and boxes.
Send your return via UPS Ground or Insured Parcel Post to:
  ilmi johanna
 180 Rockland Road
 Washington, ME 04574

Pricing Policy
We strive to keep our prices as low as possible.
ilmi johanna shall not be responsible for advertising or typographical errors.
Due to limited availability and fluctuating manufacturer and shipping costs, our prices are subject to change without notice.

All prices for merchandise on our Arabia and iittala pages are as accurate and timely as possible.
However, to stay in compliance with iittala, Inc.'s Image Usage and Internet Policy no items on these pages can be sold for less than 80% of the current MSRP.
If the displayed price is less than that at the time of purchase you will be contacted to confirm your acceptance of the higher price.

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