When Will My Order Arrive?
The most common question we get is 'Where is my order?'
We use An Post, the Irish postal system and while they are usually pretty good sometimes they're not! We take great pride in getting our customer orders packed and posted promptly and usually orders received by 12pm go out same day Monday-Friday.
So it frustrates us when our customers don't receive their orders quickly.
For Irish addresses, most orders arrive within a few days but for free and standard post, which you select at our checkout, we ask you to allow 14 working days. Yes, that seems outrageous to us too, but we've been sending orders out for 18 years, and we find sometimes An Post takes a week or two and sometimes longer!
We always recommend you select the tracked service at the checkout as this gives you a tracking number from An Post or DPD, free and standard post do not come with tracking.
For An Post Tracked Service, your tracking code will be in your order shipped email, and you can use it at www.anpost.com to track your order. If you cannot find your tracking code, please contact us with your order number.
For addresses outside Ireland, your order will pass from the Irish postal system across to your national postal service in your country. For the UK/EU we find it usually takes about a week but for some countries like Italy and Spain, it can take weeks!
For non-EU countries, where customs are involved, it can take a long time. We recently sent an order to the Philippines, it took 3 months!!! How that is acceptable in a modern world is beyond us, but it is what it is.
We recommend you use the DPD service when available, as this will be the fastest and comes with tracking. If DPD does not show as an option for your country, please contact us so we can see if it is available for you.
DPD shipments can be tracked at www.dpd.ie, your tracking code will be in the order dispatch email sent to you. Please contact us if you can't find it.
Why Is It Taking So Long?
Although we dispatch orders promptly, once it leaves us it's in the hands of the postal systems.
For Irish customers, we find around 1 in 100 orders take a couple of weeks to arrive. This can often occur if An Post makes a mistake at the sorting office, and it's routed to the wrong part of the country, it seems to take them ages to correct these errors.
Addresses
Please also check the shipping address you provided us. It often happens that customers using autofill tools when placing their order and have actually provided us with the wrong address. Or using services like PayPal Express where the address is pulled from your PayPal account, and the wrong address has been given.
Commercial Addresses
If you've elected to have your order delivered to a commercial address please check with reception, we get this a lot where the order was actually delivered, and it's waiting to be collected.
Check with the Post Office
Please also check with your post/sorting office. If the postman was unable to deliver your package, they are supposed to leave a card requesting you call to post office, but sometimes the card goes missing and sometimes a temporary postman may be on duty and not familure with your name/address, usually it is returned to your post/sorting office for you to collect.
Pre Orders
If you've ordered a Pre-Order Product within your order, please allow 3–7 days additional time. With Pre-Order products that we do not stock, we have to order them in from our suppliers, once it arrives all your items will be dispatched. About 5% of our products are Pre-Order and can be identified by the Add To Cart Button saying Pre-Order Now instead of Add To Cart written on it.
Customs
For UK and Non EU locations, please expect delays for custom clearance. This can take a few days or up to a month for some countries.
If you chose DPD as your shipping option at the checkout, they will usually contact you regarding any customs charges, these will need to be paid before your shipments will be delivered to you.
After 14 Working Days
If your order has still not arrived after 14 working days, please contact us so we can resolve this for you. If you're in a rush for items, you are welcome to place a new order and use a Tracked Post option at the checkout. If the original order does turn up afterwards, you can return it to us for a full refund.
Non-EU destinations Please note that shipments can be held up in the destination country's customs for 30 days or more. While this is rare, it can happen. If customs duty is due, you will need to make payment on delivery.
Please note: We encourage customers, especially if it's their first order, to use the tracked post service.