Frequently Asked Questions

We've rounded up some questions that other users have asked

  1. General Questions

  2. Buyer FAQ

  3. Seller FAQ

  4. Pickup & Delivery

  5. Returns & Refunds

General Questions

QQ: What is Muuttomyynti?
AA: Muuttomyynti is an online marketplace for furniture and home décor where you can buy, sell, or let us handle the selling for you — simply and hassle-free.
QQ: Why use Muuttomynti?
AA: Muuttomyynti makes buying and selling safe, fast, and easy. We handle payments on your behalf, and communication between both parties takes place securely through our platform.
QQ: What regions does Muuttomyynti serve?
AA: Muuttomyynti currently serves the Helsinki metropolitan area (Helsinki, Espoo, Vantaa, and Kauniainen) and surrounding areas.
QQ: How do I join Muuttomyynti?
AA: You can join Muuttomyynti by creating an account and completing the registration form. Alternatively, you can sign up using your social media account, such as Facebook or Google

Buyer FAQ

QQ: Do I have to register to place an order?
AA: Yes, you need to create an account before using our services. You can register easily using your social media account, such as Facebook or Google, or by completing a short registration form.
QQ: Can I view a product before making a purchase decision?
AA: Yes. Buyers and sellers can discuss and arrange a product viewing through our platform’s messaging system. Please note that we are not responsible for communication or exchange of information that takes place outside our platform.
QQ: How do I buy an item?
AA: Buying an item on Muuttomyynti is simple. Add your desired item to the cart and, when you’re ready, click “Send purchase request” in your cart. We will confirm your request by email within 48 hours and send you a payment link.
QQ: How do I make an offer?
AA: You can submit a price offer using the “Make an Offer” button. We will send the seller’s response to your email within 48 hours. If your offer is accepted, you can complete the payment using the link sent to your email or by visiting the “My Offers” section under Purchases in your account.
QQ: What happens after I submit a purchase request?
AA: Once you submit a purchase request, we'll notify the seller by email. The seller has 48 hours to confirm the sale. As soon as the seller confirms, we'll send you a payment link by email. If the seller does not respond within 48 hours, the purchase request will expire and the sale will be cancelled. After completing the payment, you'll be asked to suggest up to three preferred pickup or delivery dates and time windows. The seller can either confirm one of your proposed options or suggest alternative dates. Once both parties agree on a date and time, we'll schedule the pickup and delivery through our system. If you choose to collect the item yourself, we'll send you a verification code after the sale is confirmed. You'll provide this code to the seller when collecting the item to confirm that you're satisfied with its condition. We'll also share the buyer's and seller's contact details to help coordinate the pickup.
QQ: What happens after I submit an offer request?
AA: Once you submit an offer, we send it to the seller by email. The seller has 48 hours to accept or decline your offer. If the seller accepts, we will send you a payment link by email. If the seller declines or does not respond within the given time, the offer request is automatically canceled. After payment, you can suggest three possible delivery dates and times. The seller can accept your proposal or suggest an alternative. Once both parties agree, we schedule the delivery. If you choose self-pickup, we will send you a confirmation code by email. You will need to provide this code to the seller when collecting the item. After payment confirmation, we also share the necessary contact details with both parties.
QQ: I just paid an item, but I've changed my mind and no longer want it. Can I cancel the purchase?
AA: If the seller is a private seller, unfortunately a purchase cannot be canceled once payment has been made. At Muuttomyynti, private seller purchases operate on a first come, first served basis, meaning items are reserved immediately after payment. Many sellers may need items collected quickly, for example due to moving, so canceling a confirmed sale can cause significant inconvenience. If the seller is a business seller, you have the right to cancel your purchase by contacting us via email. A purchase request can always be canceled before payment is completed. Please note that you are entitled to a full refund if the item: does not match the listing is the wrong item is lost before delivery or pickup
QQ: How can I change my delivery time?
AA: You can change your delivery time up until the day before the scheduled delivery. Unfortunately, same-day delivery changes are not possible, as delivery routes have already been planned.
QQ: How can I contact the seller?
AA: If you would like to contact the seller, go to the product listing and click the “Ask a Question” button on the right-hand side.
QQ: Do you inspect for Bed Bugs?
AA: Our transport team inspects items upon collection, including checking for signs of pests such as bed bugs. If any signs are detected, we will cancel the delivery and inform the buyer immediately.
QQ: Can I pick up an item VS have it delivered?
AA: If self-pickup is available in the listing, you can select it at checkout. Otherwise, you can ask the seller if self-pickup is possible. For self-pickup orders: We will send you a confirmation code by email to show the seller at pickup. After payment, contact details are shared between both parties. Please note that it is the buyer’s responsibility to inspect the item upon pickup. If you notice any issues, leave the item at the pickup location and contact our support immediately at info@muuttomyynti.fi.
QQ: How does self-pickup work?
AA: Self-pickup means you collect the item directly from the seller. You will receive a confirmation code by email along with your order confirmation, which you show to the seller at pickup. The seller then confirms the handover using the code in their account.
QQ: I placed an order but have not received the confirmation code by email. Is something wrong?
AA: You should always receive an order confirmation after placing an order. If you haven’t received it, please first check your spam or junk folder and make sure your email address was entered correctly. If you still cannot find the email after checking, please contact our customer support.
QQ: What payment methods are accepted?
AA: All payments are processed securely through our platform. We accept the following payment methods: Card payments (debit and credit cards), Apple Pay, Google Pay, MobilePay, Klarna and Bank transfer – you can pay directly to our bank account using your order number as a reference

Seller FAQ

QQ: Can I sell on Muuttomyynti if I'm not in Helsinki Metropolitan?
AA: Muuttomyynti currently serves Helsinki Metropolitan – Helsinki, Espoo, Vantaa, Kauniainen, Kirkkonummi, Kerava. You’re able to sell from any of these cities and we'll make sure your furniture gets where it needs to go.
QQ: What items can I sell on Muuttomyynti?
AA: Sofas, tables, chairs, beds, storage & organizations, lightings, rugs, decorations.
QQ: How do I list an item?
AA: Click Sell Now, and choose if you want to sell by yourself (sell on your own) or if you prefer us to sell on your behalf (we sell for you). Then fill out the form. You’ll need to add at least three photos of your item, provide details and set your asking price.
QQ: How do I edit or delete my listing?
AA: Click on ‘view profile’ from your user account, then click on products. From there you can select the listing/product you want to edit/delete.
QQ: How to take good photos?
AA: Ensure your item sells fast by adding clear photos – a minimum of three photos. The main photo should show the full item. If possible, use a white background – and make sure the lighting is good. Remember to capture all angles, details, and evidence of wear. Don’t forget to include close-up photos of the brand label – this will help the buyer.
QQ: How do I price my furniture?
AA: The sad truth is that furniture loses up to 60% of its value once it leaves a store. For this reason, we recommend pricing your items at least 50% off their original cost. It's also a good idea to allow buyers to send their offers – as this can help you sell your item fast!
QQ: What is Muuttomyynti's selling fee?
AA: Listing on Muuttomyynti is FREE. You only pay commission on successful sales! For items you sell by yourself (sell on your own) we charge a 17% commission, and for items we sell on your behalf (we sell for you) we charge a 50% sales commission.
QQ: How do I know an inquiry is legitimate? Spotting a potential scam.
AA: For your safety and protection, please conduct all communications and payments through Muuttomyynti. Signs of potential fraud to watch: 1. A buyer or seller asking for your personal information at any time during the process - all transactions are done through Muuttomyynti; 2. A potential buyer or seller asks to discuss the transaction off-platform. Note that any transactions taken off of Muuttomyynti are not covered by our Money back guarantee. If you have any questions or concerns about a transaction, please reach out to our customer service at info@muuttomyynti.fi. Please note: For self-pickup, we will email both the buyer and seller with each other's contact info (phone number & email) once a transaction is complete.
QQ: How can I sell faster?
AA: To be able to sell faster, you'll need to have a complete listing – Great photos, complete description, and a competitive selling price.
QQ: How and when do I get paid?
AA: Payment will be visible in your bank account 2-3 business days after delivery, depending on your bank. To get paid, you'd need to set your payout account by clicking Earnings from your user account.
QQ: What Happens if I decline a purchase request?
AA: Please remember to delete your item if it's no longer available for sale – to create a better experience for everyone! Kindly note that the system will automatically unpublish your item if you decline a purchase request/ miss to confirm your purchase request within 24 hours.
QQ: What happens if I decline an offer request?
AA: Nothing happens if you decline an offer request – your listing will remain active. Note that you can either enable or disable offer requests by editing your listing under offers.
QQ: How do I reschedule my pick up?
AA: You can request to reschedule your pickup if it's not within 24 hours. But there's no guarantee the buyer will want to reschedule since buyers plan well in advance to be available for their delivery. Remember buyers may ask to be compensated the delivery fee or cancel the sale.
QQ: What is Muuttomyynti’s Cancellation Policy?
AA: All sales are final on Muuttomyynti – this applies to both buyers and sellers. Please make sure your item is available before confirming a purchase request. Canceling a sale after payment confirmation is prohibited by Muuttomyynti and may result in your listings being unpublished/ your account blocked. If you cancel, your item cannot be re-listed on Muuttomyynti out of respect for the original buyer.
QQ: How does local pickup work?
AA: If you offer a local pickup, the buyer will pick up the item from your home or the location you have chosen. A local pickup is a delivery option that can be added to a listing if you are willing to meet up locally to give the buyer the item. The buyer receives a listing-specific Verification code with the order confirmation to present to you during the pickup. With the code, you confirm the sale at your Muuttomyynti account.
QQ: Will you pickup my furniture and store it until it sells?
AA: Unfortunately, we don't buy or store seller's items. However, we'll pick up your item once it sells and delivery is scheduled.

Pickup & Delivery

QQ: How does pickup and delivery work?
AA: If a buyer chooses to have their item delivered, we’ll pick up/deliver the item on the date(s) the seller/buyer agreed to. Our delivery team will notify customers by phone that they're on their way 15 - 30 minutes before arriving. At pickup, our delivery team will: 1. View the item for accuracy and authenticity vs. the listing 2. Ensure the measurements are correct 3. Inspect for cleanliness 4. Take photos to validate the condition of the item 5. Wrap and cover the item for delivery to its new home 6. If the delivery team notices a potential discrepancy with the item’s condition, they will reach out to the Muuttomyynti team and buyer to gain approval for delivery. Once the item is verified, our delivery team will perform any necessary disassembly, wrap, cover, and deliver the item to the buyer.
QQ: What if seller is unavailable? What happens then?
AA: If the delivery team arrives at the pickup address and can't reach the seller within 10 minutes, they'll have to move on to their next stop. At this point, the delivery will have to be re-scheduled. If we do not hear back from the seller in 24 hours, the sale will be canceled and the buyer refunded in full within two business days.
QQ: When does Muuttomyynti pick up and deliver items?
AA: As a rule – all paid items should be scheduled for pickup/delivery within seven days of payment. Muuttomyynti delivery is available Monday to Sunday with time windows of 4 hours beginning from 0800 - 2000. Please note that depending on already scheduled pickups and deliveries, some time windows might not be available on your selected pickup/delivery days. Our delivery team will notify customers when they're on their way 15 - 45 minutes before arriving.
QQ: Can I pick up items from a seller?
AA: Yes, as long as the seller has provided it as an option on their listing. If you decide to pick up an item yourself, keep in mind that: 1. We’ll email both parties with each other’s contact information once a sale is confirmed. 2. You should verify the item for accuracy at the pickup location before taking it. If you encounter any issues with the item, please leave it at the pickup location and contact us via email - We’ll be happy to assist you.
QQ: What happens if the item doesn't match the listing at pickup?
AA: Our delivery team will contact the buyer immediately they notice a disparity in the item during pickup. They will email/WhatsApp photo evidence of the issue and seek further direction from the buyer. As a buyer, you have the following options once an item is flagged: 1. accept the item and proceed with delivery 2. request a discount from the seller 3. reject the item and cancel the sale – you'll receive a full refund. Reasons for flagging: 1. broken item 2. wrong dimensions 3. different colour 4. evidence of bedbugs exposure 5. strong smell/ odour etc
QQ: Can I shorten my time window?
AA: Unfortunately, it is not possible to shorten the delivery time window.
QQ: How much does delivery cost?
AA: We offer a flat rate delivery in our service areas starting from €25. Delivery outside our service areas is possible at an extra charge. We offer two delivery options as follows: 1. delivery to your front yard (cheapest delivery) 2. delivery into your apartment (extra charge depending on the number of stairs) The exact delivery fee will be shown to you before you confirm your purchase request.
QQ: Who covers the delivery fee?
AA: The buyer always covers the delivery fee. They can also opt to pick the item from the seller (as long as the seller allows) if they want to save on delivery.
QQ: Can Muuttomyynti take care of extensive furniture disassembly?
AA: Unfortunately, our delivery teams can only do minor furniture disassembly to remove them from your home. Extensive furniture disassembly would require a professional disassembly service – not covered in our basic delivery fees.
QQ: Do I have to disassemble my item?
AA: No. Don’t disassemble your furniture/item before pickup. The delivery team will do that if needed during pick after verification.
QQ: I opted to pick up my item from the seller, but now I want it delivered - Can I switch?
AA: Yes. Just get in touch with our customer service, and they will help you switch. Notice that we’ll charge you a delivery fee – you can estimate using the calculator in the seller’s listing.
QQ: I selected delivery, but now I want to pick up the item myself. Can I switch?
AA: Yes – if the seller allows. Please chat with the seller and see if they would be okay with a self-pickup. We’ll refund the delivery fee and provide both parties with each other’s contact info to coordinate the pickup. However, the sale will proceed with Muuttomyynti delivery if they are uncomfortable with a self-pickup.
QQ: I need to update my address.
AA: You cannot edit your address once the sale is confirmed – the delivery fee is based on your address. You’ll need to contact our customer service for guidance.
QQ: How can I add instructions for pickup/delivery?
AA: Please email us the instructions and we’ll communicate it to our delivery team.
QQ: I missed my delivery - what do I do?
AA: Your delivery will have to be rescheduled for another day if we can't reach you within 10 mins of arriving at your location/home. Please note that we will have to charge a re-delivery fee on top of a storage fee.
QQ: I'm moving today and my item sold - can you come pick up my furniture?
AA: Unfortunately, we can't arrange same-day delivery. However, it's possible to pick up the item from your new home - as long as it's within our coverage area. You can write to our customer service if you're unsure about this.

Returns & Refunds

QQ: What is Muuttomyynti's return policy?
AA: All sales are final on Muuttomyynti. However, buyers may request to return an item if it was falsely described in the listing. You can read our detailed return policy from the footer section.
QQ: What is Muuttomyynti’s claim policy?
AA: You qualify for a full refund if your item arrives and doesn't match the description given by the seller in condition, brand, size, or authenticity. Damaged item? – Muuttomyynti / Muuttomyynti delivery partner will take responsibility if the damage is proven to have occurred during delivery. Please file a complaint/return request within 24 hours of delivery with evidence of the damage/or discrepancies.