Terms and Conditions


TERMS AND CONDITIONS FOR PRE-ORDER PURCHASES 1/19


The current Tallink Pre-Order Purchases Terms and Conditions (hereafter ‘Terms and Conditions’) 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 5/7, Tallinn. Contact information: preorder@tallink.com, phone +372 6318 249.

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

Any contractual relationships between the parties are governed by these Terms and Conditions, the Tallink Price List and Estonian law. Tallink reserves the right to unilaterally amend these Terms and Conditions and its Price List. Any amendments to these Terms and Conditions or to the Price List, will take effect from the date the relevant information is published on the Tallink website (https://preorder.tallink.com). In the case that a Customer places an order before an amendment to the Terms and Conditions or the Price List comes into effect, the Terms and Conditions or the Price List in force at the time of placing the order will apply.

Pre-Order acquaint yourself with the following Terms and Conditions 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 Terms and Conditions online through the Pre-Order Service e-environment, at the Passenger Information desk on board the ferry, Pre-Order Counter or in the Tallink Pre-Order shop at the Port of Tallinn Passenger Terminal D (ground floor).


1. PLACING A PRE-ORDER AND PAYMENT

1.1. Placing a pre-order
1.1.1. Placing an order online through the e-environment (preorder.tallink.com)
The Pre-Order Service is available to passengers travelling on high-speed crafts on the Tallinn-Helsinki route, as pedestrian passengers or with vehicles; and to passengers travelling with vehicles on the Tallinn-Stockholm route.

Pre-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 address, phone number and e-mail address;
  • Club One loyalty card number (if applicable).

If the Club One number has been forgotten it can still be indicated on your order; customers may notify the Pre-Order service up to 48 hours before retrieving the order, the 16-digit card number is found on the back of the Club One card. If less than 48 hours remain until an order is to be retrieved, the Club One number may no longer be registered with the order information.

By placing an order online, the Customer confirms that he/she is aware of, and agrees to be legally bound by these Terms and Conditions.

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 prices of pre-ordered goods do not include refundable container deposits.

1.1.2. Placing an order the Tallink Pre-Order shop
The Service is only available to passengers travelling on the Tallinn-Helsinki route as pedestrian passengers or as passengers with vehicles.

Orders can be placed Mon-Sunn from 10:00 a.m. to 7:30 p.m. , but no later than three (3) hours before the ship’s scheduled departure from Tallinn. An order will be accepted if the Customer has a valid booking for a trip from Tallinn to Helsinki.

The Customer when placing an order provides the following information:

  • Tallinn-Helsinki journey booking reference;
  • Date and time of departure;
  • Vessel’s name;
  • Customer’s phone number;
  • Car’s registration number
  • Club One loyalty card number (if applicable).

Note! Not possible to order products with refundable container deposit- beer, cider, long drink, energy- and soft drink.

1.1.3. Placing an order at Passenger Information on board of a ferry or Pre-Order Counter
The Service is available only to passengers travelling on the Helsinki-Tallinn route as passengers with vehicles.

Orders can be placed up to 30 minutes before the arrival of the ferry at the Port of Tallinn. An order will be accepted if the Customer has a valid booking for a trip from Tallinn to Helsinki.

The Customer when placing an order provides the following information:

  • Tallinn-Helsinki journey booking reference;
  • Date and time of departure;
  • Vessel’s name;
  • Customer’s phone number;
  • Car’s registration number
  • Club One loyalty card number (if applicable).

The prices of pre-ordered goods do not include refundable container deposits.

1.2. Payment for goods
1.2.1. Goods pre-ordered online can be paid for using a credit card or online bank link.

1.2.2. Goods pre-ordered at the Tallink Pre-Order shop can be paid for in cash or using a debit or credit card.

1.2.3. The goods pre-ordered at the Passenger Information desk on board of a ferry can be paid for in cash or using a debit or credit card.


2. CONFIRMATION OF ORDER AND DELIVERY OF GOODS

2.1. Pedestrian Passengers on the Tallinn-Helsinki route
A pedestrian passenger may pre-order 70 litres of beverages at a time; the service charge on such an order is €5. The service charge includes the packing and delivery of the goods to the ferry’s distribution point.
In order to confirm their pre-order, a pedestrian passenger must contact the Tallink Pre-Order shop no later than one (1) hour before scheduled departure from Tallinn and sign a relevant agreement.
Based on the agreement, The Customer can collect the order, based on the agreement, from the ferry’s supermarket or the Pre-Order sales counter 30 minutes before the scheduled arrival at the Port of Helsinki by providing an identification document.

2.2. Passengers with vehicles
Passengers on the Tallinn – Stockholm route may pre-order goods in accordance with EU established rules. (https://ec.europa.eu/taxation_customs/common/travellers/within_eu/index_en.htm).
Passengers at the Tallinn – Helsinki route can pre-order goods in accordance with the rules established by the Finnish customs authority (https://www.tulli.fi/fi).

Passengers with a vehicle can collect their orders by producing an identification document.

Customers can collect the purchased goods:
⇒ At the Tallink Pre-Order point located in the Port of Tallinn area, to the right, after the vehicle Check-in. Passengers with vehicles must contact the point no later than 45 min before departure.
⇒ On the vehicle deck (valid for Tallinn – Helsinki trips departing from Tallinn at 7:30 a.m.).

Note! The orders for the 7.30 a.m. journey Tallinn – Helsinki are filled on the ship from 6:00 a.m. to 6:30 a.m.; The Customer must turn to the Tallink Pre-Order point no later than 6:15 a.m.


3. OTHER TERMS AND CONDITIONS

3.1. Changing a trip
If the time and/or date of the trip changes, the Customer will notify the Tallink Pre-Order shop (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 to an earlier departure than initially indicated on the pre-order form;
⇒ No later than 2 hours before the new scheduled departure time if the trip is changed to a later departure than initially indicated on the pre-order form.

3.2. Cancelling a trip
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 Pre-Order confirmation and sales 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. Handling of orders placed but not confirmed by pedestrian passengers
Pre-orders placed by pedestrian passengers that have not been confirmed by signing an agreement at the Tallink Pre-order shop before departure will not be available for collection on board.
The Customer can collect their order within 1 month from placing the order, provided that they have confirmed their order at Tallinn Pre-order shop by signature, after which their order will be available for collection in the distribution point on board of the ferry.

3.5. Returns and refunds
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: https://www.riigiteataja.ee/aktilisa/1030/1201/4001/JM_m41_lisa1.pdf#

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

4.3.1. Items can be returned to:
⇒ The Tallink Pre-Order shop (pedestrian passengers);
⇒ The Tallink Pre-Order vehicle distribution point (passengers with vehicles).


5. 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 Client after taking delivery of the goods;
⇒ Non-compliance has occurred due to abnormal 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 of discovering defects to file a complaint using the e-mail address preorder@tallink.com or send such a complaint to the following address: Sadama 5/7, 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:
⇒ The Tallink Pre-Order shop (pedestrian passengers);
⇒ The Tallink Pre-Order point (passengers with vehicles).

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 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 Terms and Conditions 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 abnormal 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 terms and conditions contrary to these Terms and Conditions.
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 Terms and Conditions 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 Terms and Conditions 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.