Orders & delivery
Order processing time
It can take up to 5 business days to process your order after you place it; however it normally takes 2-3 business days for your order to dispatch. Once you place your order at the Jolla online shop, we will send you an email confirmation containing the details of your order. You can track your order status under your Jolla Online Shop account. The order will go from “Paid” to “In picking” and then, finally, to “Shipped”, which means that the order has left our warehouse in Finland.
Additionally, we inform you by email once the order is dispatched. The shipping confirmation email contains shipping details along with the parcel tracking information, if available.
The delivery time varies depending on the shipping method in use and the delivery address.
All orders of the Jolla phone are shipped using a trackable express delivery service that requires a signature upon delivery. In countries other than Finland, Jolla orders are shipped by FedEx directly to your doorstep, whereas in Finland they are delivered by Itella to your nearest post office. You can expect delivery within 2-5 business days from the dispatch date. It might take longer for the parcel to reach you if your delivery address is in a remote or hard to reach location.
Please keep in mind that FedEx will deliver only on business days within the normal business hours of your country. It is very important that you are available to sign for the parcel when the delivery attempt is made. If you know that you are not going to be present at the scheduled time of delivery, please get in touch with FedEx directly to agree on a suitable delivery time.
If you placed an order for up to 3 The Other Half smart covers, they will be shipped to you using a non-trackable letter delivery service by Global Mail within EU, Norway and Switzerland, or by Itella Kirjelähetys in Finland. The letter will be dropped in your postbox, no signature will be required upon delivery. These deliveries normally take 3 to 7 business days from the dispatch date, but might take longer for remote and hard to reach locations.
The shipping method along with the tracking code, if applicable, are visible in the shipping confirmation email that you receive once the order is dispatched.
Jolla Online Shop delivers orders to EU countries, Norway and Switzerland, with some restrictions. We cannot ship orders to PO boxes, hotels or hostels, penitentiaries and military bases. The shipping address you indicate for you order must be a real address where you will be present to sign for the delivery.
Where is my package?
If your order has been shipped to you using a trackable delivery method and hasn’t reached you within 10 days of the estimated delivery date, please contact the courier (FedEx or Itella) in your country and quote the tracking number of your package. You can check the contact details of your nearest FedEx office here. If the courier can’t locate the parcel, please follow this link to submit a request for Jolla Service and Support and we will help investigate.
If the order has been shipped to you using a non-trackable delivery method, please allow up to 21 days for the deliveries within EU, Norway and Switzerland. For non-trackable deliveries in Finland, please allow up to 10 days for the delivery to reach you. If you still don’t receive the letter within this time period, please check with your local post office. If the order cannot be located, please follow this link to submit a request for Jolla Service and Support and we will help investigate.
Cancelling your order
Once you placed an order at the Jolla Online Shop we start processing it immediately and it takes us 2 to 3 days to prepare it for shipping. If you change your mind and would like to cancel the order, Jolla Service and Support can assist you as long as the order hasn’t been shipped yet. You can check the order status under your Jolla Online Shop account.
Please notify us about your wish to cancel your order as soon as possible by submitting an order cancellation request here.
Changing shipping address
If you notice that there is a mistake in your shipping address, please let us know as soon as possible by submitting a request for Jolla Service and Support and we will make the correction. We start processing new orders right away and it takes us 2 to 3 days to prepare them for shipping, therefore we may not be able to make the change in time before the order is shipped.
If you need to change the shipping address after the order is already shipped, we advise you to contact the courier directly and notify them about the mistake in your shipping address. You can find out which courier is making the delivery from the shipping confirmation email that we send you when the order is dispatched.
You can shop a hand-picked selection of accessories for your Jolla at the Jolla Online Shop. We currently offer Jolla accessories created by several different manufacturers. Jolla service and support is happy to assist you in questions related to ordering and delivery of the third party accessories. However, we advise you to get in touch with Lastu customer care, Insmat customer care and Mapbagrag customer care directly in questions related to product quality or warranty issues.
If you place an order for the Jolla smartphone and one or more accessories, we will always try to dispatch your entire order in one package within 2-3 business days. Should one of the accessories become unavailable, we will inform you separately and check your preference for shipment.