Frequently Asked Questions

Can I purchase goods if I don’t live in the Estonia?

Yes we do European and Worldwide shipping. This service is available through the checkout. We use PayPal as a service to process all transactions. Please note you do not need a Paypal account to make the payment. Paypal offers secure payments with your credit/ debit card.


Can I place my order over the phone?

Unfortunately we cannot take orders over the phone.


What payment methods are available?

We only process orders via Paypal. Sorry we do not take cheques or money orders. Paypal is safe and secure, and is one of leading on-line pay systems. And you don’t need to have a Paypal account to make a payment!


What if I don’t have a Paypal account?

You don’t need a Paypal account to pay for your goods. Paypal will accept one-off payments too.


Will I receive an order confirmation?

Yes, once you have made your order, you will receive an email confirmation from Paypal.


Can I make changes to my order, once I have sent it?

You can only make changes to your order up until the point when you confirm your order in the checkout process.


What if I receive an incorrect item?

We endeavour to check all orders carefully before they are shipped out. If however your order arrives with incorrect items please let us know asap.


What if an item I like is out of stock?

Email us to register your interest at info@upstairs-shop.com and we will contact you when the product is back in stock.


How can I be kept up to date with new product releases and special offers?

Just add your name to our mailing list and we will send you emails of product launches, any discounts on offer and other news.


You have shipped my order overseas, where is it?

International shipping is very unpredictable. We ship via the Estonian Post Office and they can be very slow and don’t offer much information in terms of tracking. Once the package is delivered to the Estonia Post Office, we have no control over it and can only get the info that they provide, which is the same info you’ll get with the tracking number. You can track your package here- https://www.omniva.ee/eng

When the package arrives in your country, your local customs agency and post office can further delay the arrival of your order. We recommend checking with them.