General conditions

The operations of the Kivilaine e-shop (henceforth seller) are organised by Kivilaine OÜ (reg. nr. 10074074). The following conditions apply to all users (henceforth buyer) of the e-shop at By using the e-shop, the buyer confirms that they have read the conditions of use, agree to them and will adhere to them.

To resolve any issues not regulated by the conditions, the buyer and seller will conform to requirements set out in law. The seller reserves the right to change these conditions of use. The changes will not be effective retroactively.

All prices in the e-shop include the VAT (20%). The prices or availability of products are subject to change without prior notification.


To make a purchase, select the products from the e-shop and add them to your shopping cart. To view products in the shopping cart, remove them, change quantities or place the order, click on “Go to my shopping cart”. After verifying the products and amounts, click on “Go to checkout”.

On the checkout page, the buyer should fill in their name, address, e-mail and phone in the spaces provided. The accuracy of the information will ensure that the goods will be delivered in a timely manner and without obstacles, which is why we recommend verifying whether all the information is entered correctly. The checkout page also provides different fields for entering a shipping and a billing address.

Next, select the suitable shipping and payment options, which are described in more detail underneath the selection field. Once all the information has been verified, click “Submit order” to confirm the order. After that, the buyer will be guided to a payment page according to the selected payment options to either pay by bank transfer or with a credit card. If the order has been successfully submitted, an e-mail with the confirmation will be sent to the buyer at the e-mail indicated in the order.

The seller reserves the right to refuse selling ordered goods if the price of the product or its features are not as depicted due to human error or technical errors in the system, if the ordered goods are out of stock or if the buyer does not adhere to these e-shop conditions of use. In this case, the seller will contact the buyer and either return the amount paid or offer a replacement product.

If the buyer has questions about the products or ordering, they can be submitted to the seller via e-mail at

Payment options

To make collecting payments simple and secure, the seller uses the Maksekeskus AS payment solution. This solution allows for conveniently paying for purchased goods via Swedbank, SEB, Nordea, Danske, LHV, and Krediidipank bank transfers or MasterCard and Visa credit cards. The accepted payment currency is the euro.

When paying by bank transfer, the default recipient is Maksekeskus AS or Kivilaine OÜ. If payment is made using a Visa or MasterCard, the details of the transaction with Kivilaine OÜ will be visible on the buyer’s bank statement.

Shipping and delivery of goods

Shipping of goods is carried out according to the selection made by the buyer on the checkout page, using either Itella SmartPOST or DPD transport services. If the order is submitted on a working day before 12pm, as a rule, the seller will forward the goods to the shipping company the same day. If the order is submitted after 12pm or on a weekend or during holidays, the seller will, as a rule, forward the goods on the next working day.

The Itella SmartPOST package machines are located in various shopping centres across the Baltic States. The SmartPOST package machines are open as long as the shopping centre in which they are located. Once the package has arrived in a SmartPOST machine, the buyer will receive a confirmation SMS with a code for the locker, which will then be used to receive the package. SmartPOST will hold the package in the machine for 7 calendar days, starting from the date on which the SMS was sent. If the buyer chooses to use Itella SmartPOST, the package can be delivered on mainland by the next day. On the island of Saaremaa, the machines receive deliveries from Monday to Friday, and on Hiiumaa on Mondays, Wednesdays, and Fridays.

With the DPD courier service, goods can be delivered at home or at the office. The courier will deliver the package Monday to Saturday at a suitable time indicated by the buyer (9am to 5pm or 5pm to 9pm). If the e-shop order has been submitted before 12pm, the package will arrive via courier the next day (except Sundays). Orders submitted after 12pm can be delivered the day after ordering. The buyer will receive an exact delivery time via SMS on the morning of the delivery day. The courier will call the buyer 15 minutes before arrival. According to Itella, the accuracy of delivery for the DPD courier service is +/- 30 minutes. If delivery is not successful the first time, the courier and the buyer will agree on an alternative time.

If the purchased goods cannot be shipped within 5 working days, the client support at Kivilaine will agree to a suitable delivery time with the buyer.

DPD Pickup package automats are located all over Baltic countries. The DPD Pickup package automats are open as long as the shopping centres where the package automats are or when automat is outdoors, then it is open 24h. When a package arrives at the DPD Pickup package automat, the buyer is sent a text message by mobile phone with the locker code, based on which the package can be picked up from the automat.

Shipping prices are listed on the checkout page.

Free shipping

Shipping and delivery within Estonia is free of charge if the total sum of the purchase is over 50 euros and delivery is marked as Itella SmartPOST. Using DPD couriers, delivery is free within Estonia for orders over 70 euros. Free shipping will be calculated automatically in the e-shop if the above-mentioned sums have been exceeded.

14-day returns and cancelling orders

If the buyer wants to cancel the order and the seller hasn’t shipped the order yet, cancelling is possible. To cancel an order, an e-mail should be sent as soon as possible with the request to, including the order number and payment details (buyer’s name and bank account number).

Purchased goods that are unused can be returned or exchanged within 14 days, by notifying the seller via e-mail at, including the order number and payment details (buyer’s name and bank account number). The returnable goods should be sent back within 30 days of sending the notice and the buyer will cover the return costs in the sum of 10 euros. The refund for the returned goods will be transferred to the buyer’s bank account within 30 days of the seller receiving the returned goods.

The right to return goods does not apply to used goods, goods that are not in their original packages, or goods in damaged packages. Additionally, the right to return goods does not apply to goods in closed packages that are no longer suitable for return due to reasons related to health or hygiene and to goods that have been opened after delivery (lotions and other cosmetic products). In these cases, there will be no refund for the goods, the goods will not be accepted as returns, and they will be sent back to the buyer.

If a product is returned because the seller has sent the wrong product, the seller will compensate the purchase price and the return costs of the goods within 30 days of the return notice from the buyer.

If the product received by the buyer has been damaged during shipping or does not meet the description upon receipt, the buyer has the right to submit a complaint within two months of noticing the defect. The buyer has the right to submit a complaint within two years of receiving the goods, whereas the complaint has to be forwarded to the seller within two months of discovering the defect. The seller is not responsible for defects that are due to usage that does not correspond with the product’s function or due to intentional damages.

Processing personal data

Information and personal data collected in the course of visiting the Kivilaine e-shop website and purchasing goods is processed in conformity with the Personal Data Protection Act and will not be disclosed to third parties.

The Kivilaine e-shop gathers consumers’ personal information when client accounts are registered and/or when orders are placed.

The personal data that is processed includes the consumer’s name, e-mail address, mobile phone number and consumer preferences.

The Kivilaine e-shop uses personal data for the provision, development and personalisation of services for the consumer. These services, first and foremost, include selling goods to consumers through the e-shop at and compiling personalised offers for clients.
By entering data into the Kivilaine e-shop environment, the consumer gives the seller the right to gather and process his or her personal data and forward them data that is necessary for delivery to their logistics partner for the delivery of goods.

The use of electronically submitted personal data for direct mailing is done only if the consumer has provided consent for it in the Kivilaine e-shop.

The buyer has the right at all times to decline receiving offers and newsletters via e-mail by writing us an e-mail or by following unsubscribing information contained in the offer e-mail.
Encrypted data exchange with banks is used when paying for purchases, whereas the consumer is responsible for the safety of their personal banking information, to which the Kivilaine e-shop has no access.

The Kivilaine e-shop does not disclose clients’ personal data to third parties.

Using cookies

The Kivilaine e-shop uses temporary cookies on their website to ensure the smooth operation of the website. Cookies are small files that are transferred to the user’s computer and that are used for saving session information when providing web services. Their objective is to save information and assist the website user.

Cookies contain information that is not personally identifiable. For example, they are used to save the buyer’s selected options, to compile statistics, and to detect how the e-shop visitors use the website. This information allows to develop the web environment so it is even more user friendly and to display information specific to the user on the websites. Users can restrict the use of cookies in their browser settings, however, this might cause obstacles when visiting certain websites.