Help: Where is my order
When will my order arrive?
We're sorry to hear you're still waiting for your order. We always want our customers to receive their orders quickly.
Please allow for additional delays due to Covid. The unprecedented mail volume during lock down and social distancing at mail centres has caused interruption to postal services. We're seeing An Post delays with delivery of 1-3 weeks in some cases. Details here https://www.thejournal.ie/an-post-christmas-deliveries-5262276-Nov2020/
If you paid for the EXPRESS POST and your order has not arrived within four working days for Ireland and seven working days for outside Ireland please contact us for a tracking number.
If you chose FREE/STANDARD POST as your shipping option the delivery times are typically:
> For Irish customers orders usually arrive within 1-3 working days but please allow 14 working days for An Post Standard service.
The An Post Express service is 1-2 working days and includes tracking and signature on delivery.
> Customers in the UK/Europe should allow 3-14 working days. We find post between Ireland/UK usually takes a week for standard post. Registered post is often faster. Please Note: Italian Post can take up to 30 days.
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 make 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.
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.
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.
Please also check with your post office. If the postman was unable to deliver your package they are supposed to leave a card requesting you call to to post office but sometimes the card goes missing.
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 that 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 REQUEST 3-7 Days instead of Add To Cart written on it.
If you order has still not arrived after 14 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 the Express Post option at the checkout. If the original order does turn up afterwards you're welcome to 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 registered/express post service.