1. FREQUENTLY ASKED QUESTIONS
   - Answers to the most commonly questions we received

2. ORDERING
   - How to place an order
   - Payment methods we accept
   - If the order is Declined or Voided
   - Availability
   - Pricing (all prices in US Dollar)
   - Sales Tax (Duty-Free outside Russia)
   - Payment Confirmations
   - When the credit card is charged
   - Privacy & Security
   - How to change or cancel an order

3. SHIPPING
   - Delivery Estimates
   - Status of you order
   - Shipping Rates
   - Shipping Preferences
   - Lost Package

4. RETURNS
   - Returns Policy
   - Refunds
   - Problem with an Order (damages, missing items etc.)
   - How to send a return

5. HOW TO REACH US
   - Company Address
   - Email, phone number
   - Company registration information, tax and company number 

6. ABOUT US
   - History
   - Vision
   - Meet the persons behind the St Petersburger 

1. FREQUENTLY ASKED QUESTIONS

(1.1) How long will my order take to arrive?
- Approximately 3-6 weeks for most of the orders, no matter where
you live in the World. In some cases the products is not in stock
and then it might take up to 8 weeks or longer. You may cancel the order and get a refund at any time if we haven't yet shipped it, then we must receive a return before we can cancel and refund the order.

(1.2) Do you have a catalog to send?
- We are sorry but we have no paper catalogues to send you.

(1.3) Can I get an unlisted or discontinued item?
- We don't make any special orders, we only sell the merchandise
which is presented on the St Petersburger

(1.4) Do you have any further information on a specific product?
- We carry only the product information which is presented on
the St Petersburger

(1.5) How do I pay?
- We only accept credit card payments - VISA, American Express,
Mastercard and Discover.

(1.6) What is the shipping cost?
- To find out the total order cost we recommend to process the order
until you come to the page "Shipping Information" where the total cost,
including shipping cost will be presented.

(1.7) Do you ship overseas?
- All our merchandise are shipped worldwide

(1.8) Do you wholesale?
- Yes, we accept wholesale orders.
For details, please, visit the page Wholesale.
For questions about currencies, shipping charges, returns policy, order cancelations, refunds, damage claims, customs charges etc. please see below.

2. ORDERING

(2.1) How to place an order
In order to process an order you may follow the 5-steps below.

(a) Click the "Add to Cart" button which you find on each product page. You are now linked to a seperate website automaticly. This is your "Shopping Cart" in which all the items you want to order are gathered. You can continue shopping by just clicking "Go Shopping" or go to the next step and "Process Your Order".

(b) If you have continued browsing but would like to go to your "Shopping Cart" to check out, click on the "View Cart" button which you find on the toolbar on the top and bottom of each St Petersburger website. Your "Shopping Cart" will appear, and then click the "Process Your Order" button. When checking out, the first page you come to is where you fill in the "Daytime Shipping Address", then click the "Continue Process" button.

(c) The next page is where you choose what kind of shipping option you would like and the type of credit card - Visa, Mastercard, AMEX or Discover/Novus Card. Then click the "Continue Process" where you then fill in if you would like to subscribe on the item, choose between "Yes" or "No". 

(d) The next page is where you fill in the "Billing Address" which is printed on the card. Be sure to type the correct address for which the credit card is registered. If the billing address doesn't match the credit card address which is registered at your bank the order will not go through. Then click the button "Collect Credit Card Information".

(e) When approved by the bank that issued your credit card, you will receive an electronic receipt for your records. You can print this for your record. In addition to receiving the online electronic receipt, a copy of the successful transaction will be sent to your E-mail address which you also can keep as a receipt.

(2.2) Payment Methods We Accept
Today we accept VISA, American Express, Mastercard and Discover/Novus Card. We are always looking for other ways to give you as many payment alternatives as possible. However, at this moment, we are able to offer you only credit card payment. It´s still the most cost convenient and effective system for international payment.



(2.3) Orders from outside Russia is Duty-Free
Since St Petersburger is located in Russia Sales Tax (V.A.T) 18% is only added on orders that will be shipped to a destination within Russia. Orders coming from outside the Russia are duty-free.

(2.4) Payment Confirmation
When approved by the bank that issued your credit card, you will receive an electronic receipt for your records. You can print this for your record. In addition to receiving the online electronic receipt, a copy of the successful transaction will be sent to your E-mail address which you also can keep as a receipt.

(2.5)  When the Credit Card is Charged
We operate our payment system through InternetSecure Inc. which is the world's premier Internet credit card processor. Their system automaticly charge your credit card within 1 week. We are unable to control this even if we think it would be preferable to charge your credit card when the order is actually shipped.

(2.6)  Privacy & Security

(2.6.1) Shop Safe and Secure, 100% Satisfaction Guaranteed
At The St Petersburger, you can always feel safe when paying with your credit card. We operate through one of the world's safiest online credit card system which has been developed by InternetSecure Inc. - the world's premier Internet credit card processor. They have established an ordering process, which is has been authorized by Verisign, that uses state of the art encryption/security techniques to ensure your personal information is secure. For additional security, your credit card number is not kept on our or their system. Three of the top Canadian banks provide secure, online, real-time credit card processing to ensure maximum security. In addition to this we respect your privacy and do not sell or rent our list of customers to anyone.



(2.6.2) Credit Card Security
We know you're concerned about security, and we hope this will answer some of the most common questions about what we're doing to protect you. In an article by Tom Foremski about Electronic Commerce in The Financial Times (September 3rd 1997), experts say the risk of credit card details being intercepted on the Internet are less than the risk cardholders run today when they give card details over the phone or hand a card to a waiter in a restaurant. Credit card companies already protect users from unauthorised charges on their accounts, regardless of whether the card is used on the Internet or for a more conventional transaction. We think that's good news, but we still take every possible precaution to protect the integrity of your credit card information.

(2.6.3) The St Petersburger is a Certified Merchant

We (The St Petersburger) are a certified Internet Secure Merchant:



InternetSecure Inc have been approved by three of the top six Canadian banks to provide secure, online, real-time credit card processing for certified Internet merchants. All credit cards presented to InternetSecure will be securely directed to the financial institution who issued the credit card, anywhere in the world. The cardholder will be notified of approval or decline within 26 to 36 seconds. In order for a merchant to be certified with InternetSecure Inc to accept credit cards, they require all merchants to adhere to all of InternetSecure Inc´s security and business ethics requirements. Once certified, they continually monitor all merchants on an ongoing basis to ensure compliance.

(2.6.4) InternetSecure Secure Server
The information you type in is encrypted and you can safely enter your entire credit card number on InternetSecure's secure server, and it cannot be read in transit.For technical security, InternetSecure offer you a robust state of the art firewall, Netscape Commerce Server, proprietary secure card processing software called Setserver and secure links to the existing Bank approved credit card processing infrastructure. This system's infrastructure has been approved by Bank security personnel. For additional security, your credit card number is not kept on our system.

(2.7) We Respect your Personal Privacy
We do not sell or rent our list of customers to anyone. If you would like to make sure we never sell or rent information about you to third parties, just contact us.

(2.8) How to cancel or change an order
Do you need to cancel or change an order that has not yet entered the shipping process? Please contact us.

3. SHIPPING

(3.1) Delivery Estimates
Most of the orders are delivered within 3 weeks but in some circumstances the order is not delivered until 4-6 weeks, or in rare circumstances up to 8 weeks. Our business is built on Order-on-Demand which means we never keep any products in stock ourselves. When you place your order with us we order the item/items from the producer which then send it to our partner who re-pack the order and ship it to your address. Most of our inventory are ready to be shipped within 2-3 weeks if it's not out of stock. We never know in advance which items which will be out of stock at our suppliers because it changes over time. If we are unable to ship the merchandise within 3-4 weeks we will let you.

(3.2) Status of your order 
If you have not yet received your order at all and think that you should have by now, please contact us and indicate the order number or name and we will respond to you with an order status. In most cases the reason for the delay is because the item is out of stock and we are still waiting for delivery from the producer.

(3.3) Shipping Rates
We offer very competitive shipping cost from Russia world-wide. Our shipping rates varies with small changes depending on the current exchange rates RUB/USD, so it is theroefore not possible for us to present any exact shipping cost here. The best way to find out the exact cost will be to place the items in the basket and let the shopping cart calculate it for you automaticly.

(3.4) Shipping Preferences
We ship all orders with standard First Priority mail from St. Petersburg, Russia.

(3.5) Lost Package
In some rare circumstances an order can get lost in the mail system due to a number of different reasons, such as incorrect Shipping Address or in fact just disappear during shipment. If you have not yet received your order at all and think that you should have by now, please contact us and we will start to track the order and on the same time send you a second order. We always guarantee delivery of an order you place with us.

4. RETURNS

(4.1) Returns Policy
You may return any item sold by St Petersburger within 30 days of delivery for a full refund. We will also pay the return shipping cost if the return is a result of our error. Please note that we are unable to exchange items (however, if you received a damaged, defective, or incorrect item, please contact us).

All returns must be shipped to the following address:

Irina Melnikova
pr. Stachek, 84-1-17
198096 StPetersburg Russia

(4.2) Refunds
We do not accept returns of:

- Any item that is returned more than 30 days after delivery.
- Any item that is not in its original condition, is damaged, or is missing parts.

Please do not send us items that do not meet the conditions listed above, as we do not issue refunds for nonqualifying items and cannot return the items to you.

We'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is not due to our error, we will deduct the shipping costs from your refund.

(4.3) Problem with an Order (damages, missing item, wrong item etc.)
If something is wrong with an order you placed with St Petersburger, we certainly want to help you. Please read the information below for more on how to proceed.

(4.3.1) Did you receive a damaged or defective item? 
Please contact us and indicate the number of items you would like to have replaced or return, the reason for replacement or return, and whether you would like a refund or a replacement item sent to you. In some case with for example expensive porcelain we might ask you to send us a digital picture of the damage goods or a written confirmation from the local Post office where the package is picked up.

(4.3.2) Are you missing an item? 
Check the packing slip that was included with your shipment. Please contact us and indicate the item/items you are missing. We will do our best to correct the mistake as promptly as possible and of course we will pay for any extra cost that may arise.

(4.3.3) Did you receive the wrong item? 
Please contact us and indicate the wrong item, and whether you would like a refund or a replacement item sent to you. We will do our best to correct the mistake as promptly as possible and of course we will pay for any extra cost that may arise.

(4.4) How to send a return
To return an item to us is easy. Ship the item back in the same package as you received the item with additional packaging material. Please make sure to pack the returning parcel well.

Print the following address on the shipping label:

To: Irina Melnikova
pr. Stachek, 84-1-17
198096 StPetersburg Russia

If the item is of higher value (over $100) we recommend to insure the parcel. 

5. HOW TO REACH US

(Please note that all orders must be placed online. We cannot accept orders via e-mail, telephone, fax or standard mail).

(5.1) Internet
http://www.stpetersburger.com

(5.2) Email
If you have a question about The St Petersburger - prices, returns, shiping, policies or procedures, need help, or would like to give us feedback (and please do!)? We recommend checking our Frequently Asked Questions page first! If you don't find your answer there, you can send a message on the
Contact Us page, or via e-mail: irina@stpetersburger.com

(5.3) Company address and registration information

To: Irina Melnikova
pr. Stachek, 84-1-17
198096 StPetersburg Russia

Russian tax and company number: 1047833012523
The company is registered under the name "Northerner of Russia Ltd".
Place of registration: St Petersburg, Russia
Date of registration: 16th of March 2004

*St Petersburger is a subsidiary to The Northerner of Sweden with Swedish tax and company number: 556559-1699.
The company is registered under the name "Northerner Scandinavia AB".
Place of registration: Göteborg (Gothenburg), Sweden
Date of registration: 1st of September 1998

(5.4) Want to talk to a real person?
You can reach us at the following phone number between 10.00 (10 am) and 19.00 (7 pm), +3 Hours GMT (Greenwich Mean Time), Monday through Friday, and at other times you can leave us a message.

We are glad to help you.

Phone: +7 812 783 40 95

6. ABOUT US

Click here to find out more about our "History", our "Vision" and meet the people behind the St Petersburger