GENERAL SALES TERMS AND CONDITIONS

These Tallink Pre-Order Sales Terms and Conditions (hereafter ’Sales Terms’) apply when a customer (hereafter ‘Customer’) places a pre-order for goods sold by AS Tallink Group (hereafter ‘Tallink’) operated online stores.

Service provider details: AS Tallink Grupp, registry code 10238429, address Sadama 5, Tallinn. Contact: shopping@tallink.com, phone +372 640 9808.

Service description: Tallink Pre-Order (hereafter ’Pre-Order’) is a service for pre-ordering goods provided by Tallink to passengers holding a valid Tallink ferry ticket.

The Parties proceed in their mutual relations from the Sales Terms, Tallink price list and valid legal acts of the Republic of Estonia. Tallink reserves the right to unilaterally change the Sales Terms and price list. Any amendments to these Sales Terms or the price list will take effect from the date the relevant information is published on the Tallink website (preorder.tallink.com). In the case that a Customer places an order before an amendment to the Sales Terms or the price list comes into effect, the Sales Terms or the price list in force at the time of placing the order will apply.

Please read the following terms before using the Pre-Order Service.

The pre-condition for using the Pre-Order Service is that the Customer travels on the ferry indicated on the pre-order form and the goods purchased are taken out of the Republic of Estonia and the packaging is not returned to the Republic of Estonia.

By using the Pre-Order service, the Customer is responsible for making sure that the purchased amounts comply with the Finnish customs rules on the Tallinn-Helsinki route and with the Swedish customs rules on the Tallinn-Stockholm route.

Customers can access these Sales Terms online through the Pre-Order service e-environment: preorder.tallink.com, at the passenger information desk on board the ferry or Pre-Order counter.

1.1. Placing an order
1.1.1. 
Placing an order online through the e-environment (preorder.tallink.com)
On the Tallinn-Helsinki route, an order can be placed by passengers with or without a vehicle, as well as Car Shopping Cruise passengers. On the Tallinn-Stockholm route, orders can be placed by foot and car passengers. Orders can be placed online starting from 30 days, but no later than 14 hours, before scheduled departure. An order is deemed to have been placed when the Customer has paid for the goods.

To place an order online, the Customer enters the following information:

  • booking number;
  • customer’s name
  • valid Club One loyalty card number (if applicable).

By placing an order online, the Customer confirms that he/she is familiar with of and agrees to the Sales Terms.

The Customer placing an order must be at least 18 years old and will be kept liable for the accuracy of the data submitted through the Tallink Pre-Order environment.

The price of the ordered goods does not include refundable container deposit.

1.1.2. Placing an order at the passenger information desk onboard, supermarket or at the Pre-Order counter.
Only passengers traveling with vehicles Helsinki-Tallinn route can place an order. The product range onboard is limited compared to the online store selection.
Orders can be placed up to 45 minutes before the arrival of the ferry at the Port of Tallinn. A Pre-Order will be accepted if the Customer has a valid booking for a trip from Tallinn to Helsinki.

To place an order, the Customer provides the following information:

  • customer’s name
  • booking number;
  • date and time of the trip;
  • name of the vessel;
  • customer’s phone number;
  • car registration number;
  • valid Club One loyalty card number (if applicable).

The price of the ordered goods does not include refundable container deposit.

1.1.3. Placing an order on board the ship- Car Shopping Cruise service

To place an order, the Customer must fill in the order form onboard and provide the following information:

  • customer’s name
  • booking number;
  • date and time of the cruise;
  • name of the vessel;
  • customer’s phone number;
  • car registration number;
  • valid Club One loyalty card number.

The order form must be submitted no later than 45 minutes before the arrival of the ship in the port of Tallinn:

  • Megastar: to the Pre-Order points;
  • Star: to the ship’s supermarket
  • Silja Europa: to the ship’s supermarket.

1.2. Payment for an order
1.2.1. 
Goods ordered online can be paid for by using a credit card (VISA, Mastercard) or Estonian and Finnish bank links. Tallink pays special attention to the security of payments in case of both bank links and credit card payments. For payment links, we use a 128-bit SSL encrypted channel.

1.2.2. Passengers with a vehicle can pay in cash or by using debit or credit card when placing an order onboard.

2.1. Passengers without a vehicle receive their goods in the Tallinn-Helsinki route.
Passengers without a vehicle can order up to 70 litres of beverages at a time. An order must be submitted at least 14 hours before the departure of the ship.
Passengers without a vehicle can collect the goods, by providing an ID, 30 minutes before the arrival of the ferry to the port:

  • Megastar: Pre-order distribution point, Traveller Superstore, Deck 7;
  • Star: Supermarket, Deck 7;
  • Silja Europa: Supermarket, Deck 7;
  • Baltic Queen: Supermarket, Deck 6.

2.2. Passengers with vehicles on the Helsinki-Tallinn-Helsinki shopping cruise – Car Shopping Cruise service

Passengers with a vehicle can collect their goods by providing an ID:

  • Megastar: 30 minutes after the departure from Tallinn at the delivery point of the garage on Deck 7;
  • Star: 20 minutes after the arrival in Tallinn on the car deck
  • Silja Europa: at 10:00 a.m. in Tallinn on car deck.

Passengers should check the correctness of the goods upon their receipt, as subsequent complaints will not be accepted.

Please note! During the shopping cruise you cannot leave the ship with a car in Tallinn, you have to buy a new return ticket when doing so.

2.3. To collect their goods, passengers with a vehicle (regular passengers) must present their ID.

Customers can collect the ordered goods

  • At the Tallink Pre-Order distribution point located in the area of the Port of Tallinn, to the right, after the vehicle check-in. Passengers with a vehicle must contact the Pre-Order distribution point at least 1 hour before the departure, except for 10:30 a.m. departure, in which case the customers can collect their goods from 10:00 a.m. am pursuant to the Alcohol Act of the Republic of Estonia.
  • On the car deck (valid for Tallinn – Helsinki trips departing from Tallinn at 7:30 a.m.).

Please note! Orders made for a ship departing from Tallinn at 7.30 am will be delivered onboard the ship between 6:00 and 6:30 am,therefore it is not possible to use the Priority Car service upon departure.

3.1. Change of travel time by the Customer
If the time and/or date of the trip changes, the Customer must notify the Tallink Pre-Order point thereof by sending an e-mail shopping@tallink.com or calling +358 600 15700.

  • no later than 2 working days before the new scheduled departure time, if the trip is changed by the Customer to an earlier departure than initially indicated on the order form;
  • no later than 2 hours before the initial scheduled departure time, if the trip is changed by the Customer to a later departure than initially indicated on the order form.

3.2. Cancellation of the trip by the Customer
If the Customer cancels its trip, they must also cancel their Pre-Order (by sending an e-mail to shopping@tallink.com or calling +358 600 15700).
The order must be cancelled no later than 2 working days before the initial scheduled departure time.
The Customer will be refunded the total amount paid for their order, only if the conditions set out above are met.

3.3. When the customer fails to collect an order on time
Customers failing to collect their order on time are obliged to contact the Pre-Order point (shopping@tallink.com or phone +358 600 15700) to inform of the new journey time no later than 2 working days before the departure.
If the Customer has not collected the goods within 14 days of placing the order, their order will become invalid and the payment received for the goods will not be refunded to the Customer.

4.1. In accordance with the Law of Obligations Act, the Customer has the right to cancel an order placed online through the Pre-Order service environment without giving reasons for the cancellation and to return the delivered products within 14 (fourteen) days from receiving the order. The standard form for cancellation is accessible at: www.riigiteataja.ee

4.1.1. The right to withdraw from the order does not apply to the goods specified in § 53 of the Law of Obligations Act.

4.2. The products must be returned complete and in their original undamaged package. The Customer will notify the Pre-Order of the return by e-mail sent to shopping@tallink.com.

4.3. Points of return:

  • for passengers without a vehicle – Tallink Pre-Order distribution point (D-terminal 1st floor)
  • for passengers with a vehicle – Tallink Pre-Order distribution point (port area)

5.1. The Customer has the right to submit a complaint to the service provider concerning the goods.

5.2. The service provider will not be liable for any non-compliance of the goods if:

  • damage to or deterioration of the goods has occurred after the receipt of the goods due to the fault of the Customer;
  • non-compliance has occurred due to inappropriate use and/or maintenance of the goods by the Customer;
  • the wear and tear of the goods results from their normal use.

5.3. The Customer has the right, within two months from discovering the defects, to file a complaint by using the e-mail address shopping@tallink.com or send a written complaint to the address: Sadama 5, Tallinn. The complaint should include the following information:

  • customer’s name and contact information;
  • date of the complaint;
  • name of the product or service and description of the defect;
  • claim (return for refund, replacement with equivalent goods, etc.);
  • photo of the defect.

5.4. Tallink will respond to a complaint within 15 (fifteen) days. If a complaint is fully or partially rejected, Tallink will give reasons for its decision in writing.

5.5. Tallink will refund the amount paid by the Customer for returned faulty products no later than within 30 days from the receipt of the complaint.

5.5.1. Points of return:

  • for passengers without a vehicle – Tallink Pre-Order distribution point (D-terminal 1st floor)
  • for passengers with a vehicle – Tallink Pre-Order distribution point (port area)

5.6. If the Customer and Tallink fail to reach an agreement concerning a complaint, the Customer has the right to apply to the body responsible for out-of-court settlement of consumer disputes within the Estonian Consumer Protection Board.

5.7. For the resolution of disputes concerning the goods purchased online, a European online dispute resolution platform (‘ODR platform’) has been established; the platform is accessible at https://ec.europa.eu/odr.

6.1. Tallink will be liable to the Customer for the direct material damages caused as a result of a breach of these Sales Terms in the cases and to the extent provided for by the legislation of the Republic of Estonia.

6.2. Tallink will not be liable for any non-compliance of the goods if:

  • damage to or deterioration of the goods has occurred due to the fault of the Customer;
  • non-compliance has occurred due to inappropriate use and/or maintenance of the goods by the Customer;
  • the wear and tear of the goods results from their normal use.

6.3. Tallink will not be liable for any possible non-material damage caused to the Customer. Tallink will not compensate the Customer for any expenses incurred by the Customer if the Customer has assumed obligations in relation to a third party (independent of Tallink) on the terms and conditions contrary to these Sales Terms.
Tallink will not compensate the Customer for any promotional offers not used by the Customer due to changes in delivery terms, prices and other condition.

6.4. The Customer will be liable to Tallink for the damage caused as a result of a breach of these Sales Terms in the cases and to the extent provided for by the legislation of the Republic of Estonia.

6.5. Neither party will be liable to the other party by reason of any delay or non-performance of any of its obligations under these Sales Terms to the extent that such delay or non-performance is due to any matter outside the party’s reasonable control (force majeure).

AS Tallink Grupp reserves the right to amend these Terms and Conditions.