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What should I do if one of my items is damaged?

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Ireland

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us:

  • 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. They’ll be happy to provide new ones.
  • Clearly mark code 13 as the reason 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’ve received the item, your claim will be processed. Damaged items are always refunded in full.
  • We’ll issue the refund within 14 days, but please note that it can take several days before the money is back in your bank account, depending on your agreement with and the terms and policies of your bank.
  • Unfortunately, we can’t offer to exchange the item. Please place a new order instead.

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us:

  • 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. They’ll be happy to provide new ones.
  • Clearly mark code 13 as the reason 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’ve received the item, your claim will be processed. Damaged items are always refunded in full.
  • We’ll issue the refund within 14 days, but please note that it can take several days before the money is back in your bank account, depending on your agreement with and the terms and policies of your bank.
  • Unfortunately, we can’t offer to exchange the item. Please place a new order instead.