Sales Terms and Conditions | Tallink Pre-Order | E-shop for cruise passengers

Sales Terms and Conditions


TALLINK PRE-ORDER SALES TERMS AND CONDITIONS 7/2020


The current 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 web shops.

Service Provider information: AS Tallink Group, registry code 10238429, with its registered address at Sadama 5, Tallinn. Contact information: preorder@tallink.com, phone +372 6318 249.

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 its price list. Any amendments to these Sales terms or to 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.

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. PLACING A PRE-ORDER AND PAYMENT

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 the pedestrian passengers as well as by the ones with vehicles. On the Tallinn-Stockholm route only the passengers travelling with vehicles can place orders.

Attention! No orders can be placed on the Muuga-Vuosaari route.

Orders can be placed online starting from 30 days, but no later than 24 hours, before scheduled departure. An order is deemed to have been placed when the Customer has paid for the goods.

The Customer places the order online by providing the following information:

  • booking number;
  • date and time of departure;
  • name of vessel;
  • customer’s residential address, phone number and e-mail address;
  • valid Club One loyalty card number* (if applicable).

*If the Club One card number has been forgotten to be added to the order, customers may still notify the Pre-Order confirmation and sales point of the 16-digit card number on the back of the Club One card up to 48 hours before retrieving the order. After that the Club One number may no longer be registered with the order information. Based on the Club One terms and conditions no bonus points are registered to the Club One account retrospectively.

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

The Customer placing an order must be at least 18 years old and is 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 on board of a ferry, supermarket or at the Pre-Order counter

An order can be placed only by the passengers travelling with vehicles on the Helsinki-Tallinn route 9 hours before the start of the trip on the Tallinn-Helsinki route.

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.

The Customer provides the following information when placing an order:

  • booking number of the trip;
  • date and time of the trip;
  • name of the vessel;
  • customer’s residential address, phone number and e-mail address;
  • 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

The Customer has to fill in the order form on board and provide the following information when placing an order:

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

The order form should be submitted:

  • MEGASTAR: to the Pre-Order point at least 45 minutes before the arrival of the ferry to the Port of Tallinn
  • STAR: to the ship’s supermarket at least 45 minutes before the arrival of the ferry to the Port of Tallinn;
  • EUROPA: to the ship’s supermarket by 21.00 at the latest;
  • VICTORIA: to the ship’s supermarket by 11.30 at the latest;
  • BALTIC QUEEN: to the ship’s supermarket by 21.00 at the latest.

1.2. Payment for an order

1.2.1. Goods ordered online can be paid for by using a credit card or online bank link. Payments in the webshop can be made either through bank links (Swedbank, SEB, Nordea) or with credit card (VISA, Mastercard). Tallink draws special attention to the security of payments made by bank links as well as credit cards. We use 128-bit SSL encrypted channel in case of payment links.

1.2.2. The passenger with vehicle can pay in cash or by using debit or credit card when placing an order on board.


2. CONFIRMATION OF ORDER AND DELIVERY OF GOODS

2.1. Pedestrian passengers on the Tallinn-Helsinki route
A pedestrian passenger may order 70 litres of beverages at a time. An order should be submitted at least 24 hours before the departure of the ship.

The pedestrian passenger can collect the goods, by providing an identification document, 30 minutes before the arrival of the ferry to the port:

  • Megastar: Pre-Order distribution point, Traveller Superstore 7th deck
  • Star and Europa: supermarket 6th deck
  • Victoria: supermarket 6th deck.

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 identification document:

  • MEGASTAR: 30 minutes after the departure from Tallinn in the distribution point of the garage on the 7th deck;
  • STAR: 20 minutes after the arrival to Tallinn on the car deck:
  • EUROPA: at 9.30 next morning on the car deck;
  • VICTORIA: at 8.00 next morning on the car deck;
  • BALTIC QUEEN: at 10.30 next day on the car deck.

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

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

On the Tallinn-Stockholm route the passenger can order Pre-Order goods according to the standards established in EU.

On the Tallinn-Helsinki route the passenger can order Pre-Order goods according to the Finnish customs rules.

The ordered goods are distributed to the passengers with vehicles based on the identification document.

Customers can collect the ordered goods:

  • At the Tallink Pre-Order distribution point located in the area of D-terminal of the Port of Tallinn, to the right, after the vehicle check-in. Passengers with vehicles must contact the point no later than 1 hour before departure for the receipt of the goods.
  • On the car deck (valid for Tallinn – Helsinki trips departing from Tallinn at 7.30 a.m.).

Attention!

  • The orders for the 7.30 a.m. trip Tallinn – Helsinki are filled on the ship from 6.00 a.m. to 6.30 a.m.; The Customer should turn to the Tallink Pre-Order point no later than 6.15 a.m.
  • In case of the order made for the trip departing at 23.00 on the Tallinn – Helsinki route, the Customer should turn to the Tallink Pre-Order point no later than at 21.50.

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


3. OTHER TERMS AND CONDITIONS

3.1. Changing a trip by the Customer
If the time and/or date of the trip changes, the Customer will notify the Tallink Pre-Order point of it (by sending an email to preorder@tallink.com or calling the phone number + 372 6318 249):

  • No later than 2 hours 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. Cancelling a trip by the Customer
The Customer that cancels their trip must cancel their Pre-Order order (by sending an email to preorder@tallink.com or calling the phone number +372 6318 249).
The order must be cancelled no later than 12 hours 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. Failure to collect an order on time
Customers failing to collect their order on time are obligated to contact the Tallink Pre-Order point (preorder@tallink.com or phone +372 6318 249) to inform of the new journey time no later than 48 hours before departure.
The Customer not collecting their order within one month from placing the order will forfeit their order and the payment received for the goods will not be refunded to the Customer.

3.4. Refunds of the amount paid for the order and replacement of the goods
If Tallink is not able to fulfil an order, it will either replace the goods with equivalent goods or refund the amount paid by the Customer for the goods not delivered, as the parties may agree.


4. CUSTOMER-INITIATED CANCELLATION OF THE AGREEMENT

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

4.2. 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 preorder@tallink.com

4.3. Items can be returned to:


5. SUBMISSION AND RESOLUTION OF COMPLAINTS

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 or deterioration to the goods is the fault of the Customer after the receipt of the goods;
  • 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 preorder@tallink.com or send a written complaint to the following 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 Items can be returned to:

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. LIABILITY OF PARTIES AND FORCE MAJEURE

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:

  • the damage to or deterioration of the goods is the Customer’s fault;
  • 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 conditions.

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 Group preserves the right to amend these Terms and Conditions.

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Customer support

+372 6 318 249
preorder@tallink.com