How can we help you?

One of my items is damaged. What should I do?

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Ireland

If you’re unfortunate enough to find an error or defect with an item bought from our online shop, please make sure to place a claim for this item no later than 2 years from the date of purchase.

All you need to do is follow these simple steps:

  • Make sure you have the return note and prepaid return label we include with every order. If you no longer have these, please get in touch with Customer Service who will be happy to provide a new one.
  • Clearly mark code 13 as the return reason code on the return note and include this in the parcel with the damaged item.
  • Stick the prepaid return label on the parcel.
  • Contact DHL Express to have them pick up your return parcel at your home. You can arrange for the collection at WWW.DHL.IE under 'book a courier collection' or you can call DHL on this phone number: 1890 725 725. Please inform DHL of our 9 digit account number which is stated on the prepaid return label.


What happens next?
Once we have received the item, your claim will be processed. Damaged items are always refunded in the full amount. We will issue the refund within 14 days but please note that it can take between 2-30 days before the money is back in your bank account. This time period depends on your agreement with and the terms and policies of your bank.
Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

If you’re unfortunate enough to find an error or defect with an item bought from our online shop, please make sure to place a claim for this item no later than 2 years from the date of purchase.

All you need to do is follow these simple steps:

  • Make sure you have the return note and prepaid return label we include with every order. If you no longer have these, please get in touch with Customer Service who will be happy to provide a new one.
  • Clearly mark code 13 as the return reason code on the return note and include this in the parcel with the damaged item.
  • Stick the prepaid return label on the parcel.
  • Return the parcel through the correct courier. If your parcel was delivered by CollectPlus or DHL, take your return parcel to your nearest CollectPlus store. Parcels delivered with Hermes should be returned with Hermes.

 

What happens next?
Once we have received the item, your claim will be processed. Damaged items are always refunded in the full amount. We will issue the refund within 14 days but please note that it can take between 2-30 days before the money is back in your bank account. This time period depends on your agreement with and the terms and policies of your bank.
Unfortunately, we cannot offer to exchange the item. Please place a new order instead.