FAQ’S

Frequently Asked Questions

To enable us to answer your question as quickly as possible we have listed the answers to our most frequently asked questions below. We recommend that you check this list before contacting us however please note:

Items purchased as Christmas gifts between 1 November and 13 December each year can be returned up to 10 January of the following year. After this period, our standard 28 day returns policy applies.

Questions and Answers are grouped under relevant heading below; clicking on the relevant heading will reveal questions and answers.

  • Delivery

 

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  • How long will my order take to be delivered?

For Republic Of Ireland standard delivery orders are delivered within 3-5 working weekdays. The transit time of parcels to you will depend on your delivery destination. If you require an item for a specific date or event we recommend that you contact us for more information and to discuss your requirements. We cannot guarantee delivery by a specific date unless you discuss your requirements with us.

    • Which courier or postal service do you use?

Our orders are despatched using An Post or DSV, The choice of courier we use is determined by a number of factors including the weight and destination of your parcel. Our website will automatically select the most appropriate service for your order. On despatch of your order if you have provided a valid email address we will automatically email you with a parcel tracking number which you can use to track the progress of your parcel online.

    • What happens if I am out when the parcel is delivered?

All parcels require a signature on delivery, so it is important that you specify a delivery address where there will be someone available to sign for the parcel. If you are out when delivery is attempted the driver will usually leave you a card and they may attempt redelivery the following working weekday or deliver the parcel to your local Post Office or return it to their depot awaiting your further instructions. An Post parcels will be returned to the delivery office to await your further instructions, delivery will not be reattempted. If in doubt we recommend you track your parcel online in the first instance before contacting us as the majority of ‘missing’ parcels are either found at the local Post Office or with a neighbour.

    • Do I have to sign for the parcel?

For your peace of mind and security by default all parcels are insured and despatched using services which require a signature on delivery. If you request that your parcel is left without a signature it is done so at your risk. We will not replace missing parcels under these circumstances.

    • Can I have delivery to an address other than my card billing address?

Yes you may specify an alternative delivery address, but this may be subject to further security checks. Your billing address MUST be the address to which your card is registered. Please be aware that if you attempt to use a billing address that is not registered to the card then funds may be reserved in your account, but we will reject your order. Please only place orders using the correct billing address details, we will not be held liable for any attempts to use incorrect details, which may result in numerous reservations of funds on your account. Reserved funds are reserved by your bank in anticipation of your order being accepted, in the event that you use the incorrect details funds will still be reserved but we will not accept your order and cannot release the reserved funds. Reserved funds generally expire within 5 banking days, depending on the card issuer concerned.

    • How long does it take for my order to be delivered?

Standard Irish delivery items are delivered within 3-5 working weekdays. We work hard to ensure orders are delivered to you as quickly as possible. Generally delays to orders are usually caused by third party stock transfers that are out of our control. Please also allow additional time at peak periods such as Christmas and sale times. Orders are despatched in priority and then date order. If you require your order urgently you may wish to contact us on 00353-1-8416144 to discuss your delivery options.

    • Why is delivery outside Ireland more expensive?

We work hard to keep delivery costs to a minimum and our systems are designed to select the most appropriate delivery service for your order depending on factors such as weight, value and destination. Unfortunately delivery costs charged by couriers are often higher when delivery is outside of the Country, hence our delivery costs are also higher to these destinations.

    • How much does delivery cost?

Delivery costs vary according to the nature of the items ordered. By logging in to your account (with correct delivery address) our website will display the cost of delivery when you add items to your basket. If your delivery country is not listed then the cost of delivery will not be correctly shown, please contact us for further assistance.

    • Do you deliver overseas?

Yes we deliver to Europe, USA, Canada, Australia, and certain countries in Asia for a full country listing of where we deliver is available on (insert link)

    • Why does standard delivery take so long?

To keep costs to a minimum standard and economy delivery generally takes advantage of courier’s services which are sometimes slightly slower than our express option. Items which are only available for standard delivery are also subject to stock transfers from reserve warehouses, this transfer will generally take between 2 and 5 working weekdays depending on the individual item. If you require an order for a specific date we recommend you contact our customer services team for further advice as we cannot guarantee the exact delivery time or date of any standard or economy delivery order.

    • Can I specify an exact day or time for my parcel to be delivered?

If you require a timed, Saturday or specific delivery day please contact our customer services office and we will advise the options available subject to stock availability.

    • Why is express delivery not available for my order?

If express delivery is not available for your order it is because one or more items is required to be transferred from a reserve warehouse, consequently this will slightly extend the delivery time for your order. We will of course do everything possible to get your order to you as quickly as possible.

    • Do you offer free delivery?

Our Economy delivery service is free to selected destinations on orders over €100 containing at least one full price item. Outside of these destinations our economy delivery option should be the cheapest offered by our site.

 

  • Refunds / Exchanges

 

    • How do I know if you have received my return?

When a returned item is received and checked by our distribution centre we will update your order status and if you have supplied us with a valid email address we will also email you to confirm receipt of your return. You can check the status of your return in the ‘My account’ section of our website. When the item is returned the status will show as ‘returned’. As this is the same information available to our Customer Services Team it’s often quicker to check there first prior to contacting us. There is no requirement for you to contact us to advise that you are returning an item providing complete our online returns process at .www.celtictweedsreturns.ie and your returned item(s) comply with our return terms and conditions. Items may be returned subject to our terms within 28 days of receipt, we are unable to accept returns outside this period except during our extended Christmas period when the returns deadline is extended for purchases made between 1 November and 13 December each year until the 10th January or 28 days whichever is later. If you return an item which is not received in accordance with our terms we will return it to you at your cost.

    • How can I speed up my return?

All returns are processed in the order which they are received. If you require a replacement item urgently we recommend that you place a new order online and return the unwanted item for a refund. This way you won’t have to wait for us to process your return, although you will need to pay in full for the new order.

    • When will I receive my refund?

Once a returned item has been checked and received on to our systems your refund request will be immediately processed by our customer services team. Your refund will be credited back to the original method of payment. PayPal refunds are generally shown in your account on the following working day, and refunds to debit and credit cards tend to arrive back in to your account within 3-5 days, depending on your bank.

    • Who pays for the cost of returning items to you?

Unless using our online returns process and returning a parcel from within Ireland Customers are responsible for the cost of returning items to us and please remember that until we receive your return the items and their condition are your responsibility. You must ensure returned items are appropriately packaged to protect them in transit, we also recommend using an insured and traceable postal service to return your items. Unfortunately we are unable to issue refunds on items which are not returned in a saleable condition or in breach of our terms. If you are returning footwear please do not mark or damage the product box as this will invalidate your return, instead please wrap or pack in an outer box. The product box supplied with a product forms part of the product and must be returned in a satisfactory condition. Defaced boxes will be treated as being returned in breach of our conditions and the product will be returned to you at your cost. Delivery charges are non-refundable, please see our Terms and Conditions for information about cancelling your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have received the benefit of free delivery on your original order we may at our discretion refuse to allow free delivery on an exchange order. If you are returning a possibly faulty item please see below and / or contact us for further advice prior to returning a suspected faulty item.

    • I think an item may be faulty, what do I do?

Faulty items are rare, if you have a suspected faulty item please complete our online returns form and indicate that the item is suspected faulty. If returning from outside Ireland please contact us for further advice prior to returning the suspected faulty item. When you return the item to us please ensure the returns address label is fixed securely to the outside of your parcel and that your packing note or details of your name and address are included inside the returned parcel. Please note we are not able to accept items purchased from order retailers. In Ireland we are able to provide a free of charge returns label for suspected faulty goods if you are unable to use our online returns process – please contact us on 01-8416144 . The label requires the parcel to be taken to the Post Office – making sure you ask for a Certificate of Posting as proof the items have been sent. Please allow 2-4 working days for the item to arrive with us and then we aim to process returns within 2-3 working days of receipt (5-7 days at peak times such as Christmas or sale). Please note we accept no responsibility for goods in transit until signed for by our returns department, and thus we are not liable for any damage to or loss of the item/s during transit. Please note that all items are checked on receipt and if found not to be faulty will be returned to you at your cost. Suspected faulty items may need to be returned to the supplier for their expert opinion before we are able to repair or replace the item. If an item is agreed to be faulty we will either repair or replace it in accordance with our terms and conditions..

    • What are your returns policies?

You may return items to us for exchange or refund within 28 days of receipt, although if possible we prefer sale items to be returned within 7 days so that we are able to offer them for resale as soon as possible. You are responsible to the cost of returning items to us and their condition until we receive them. Items (including product boxes) must be returned to us in an ‘as sold’ unused, unworn, resalable condition. Items which are returned with evidence of wear or which have strong odour such as smoke or perfume will not be accepted.

    • I have purchased a product elsewhere can I return it to you for exchange?

Unfortunately we are only able to exchange items which have been purchased from us we are not able to accept items purchased from other retailers.

    • I’m purchasing an item as a Christmas gift, is your returns policy extended?

Yes, customers placing orders between 1st November and 20th December have until the following 10th January to return their goods for exchange or refund. All other orders are subject to our standard returns policy. Returned items can only be processed via the original order, consequently returns must be made by or in consultation with the original purchaser. Exchange orders may carry an outgoing delivery charge or further payment if a more expensive item has been chosen in exchange. Any additional payments will be charged to the original payment method used unless otherwise specifically specified and therefore needs to be authorised by the original cardholder. The exchange will also be sent to the original delivery address unless a different address is expressly stated during completion of our online returns process. An order confirmation email containing details of the exchange order will go to the original email address provided; unfortunately this is automatic and cannot be prevented. Any refunds will be made to the original payment method. We advise that any returns or exchanges of gift items are done in consultation between the recipient and the original purchaser; due to data protection we are only able to discuss details of the order with the original purchaser.

  • I’m purchasing an item as a Christmas gift, is your returns policy extended?
  • How do I exchange or return an item?

Please complete our online returns process at www.celtictweedsreturns.ie Please include with details of your name, address and order number with your return. Your order number can be located in the ‘My Account’ section of our website. You will require your order number and postcode in order to complete our online returns process. We are not able to accept items purchased from other retailers. It is your responsibility to return the item(s) to us in good condition, therefore please ensure your return is appropriately packaged. We recommend that you return items via a postal method which is insured and traceable in case of loss. We are not able to issue refunds or exchanges until we have received and checked your items. If you do not have proof that we have received an item and it has been lost in transit we will not be able to issue a refund.

  • I’ve lost my packing slip / returns form, what do I do?

Complete our online returns process at www.celtictweedsreturns.ie In order to complete the process you will need your order number and postcode, which can be located in the ‘my account’ section of our website. Please include details of your name, address and order number in your returned parcel. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable.

  • Do I need to contact you before I return an item to you?

No, there is no requirement for you to contact us prior to returning items… We are unable to accept items which our outside of our returns period, please see our terms for further information. We are unable to reserve items prior to receiving your return. If you wish to secure an item, please place a new order and return the unwanted item for a refund or complete our online returns process and select the required exchange items, subject to availability.

 

Product related queries

    • What are the different fits of the Jackets collections?
    • The heritage collection is slim fitting designed to follow the body’s natural contours to produce a tailored look. The classic collection is a relaxed and generous fit, for use in both the countryside and the city. The sporting collection is designed to ensure freedom of movement in specific sporting use.
  • If an item is unavailable to order can you tell me when it will be back in stock? You may return items to us for exchange or refund within 28 days of receipt, although if possible we prefer sale items to be returned within 7 days so that we are able to offer them for resale as soon as possible. You are responsible to the cost of returning items to us and their condition until we receive them. Items (including product boxes) must be returned to us in an ‘as sold’ unused, unworn, resalable condition. Items which are returned with evidence of wear or which have strong odour such as smoke or perfume will not be accepted.

 

  • Generally yes. Please contact us by email and we will confirm future availability.
  • I have purchased a product elsewhere can I return it to you for exchange?

Unfortunately we are only able to exchange items which have been purchased from us we are not able to accept items purchased from other retailers.

  • I’m purchasing an item as a Christmas gift, is your returns policy extended?
  • How do I exchange or return an item?

Please complete our online returns process at www.celtictweeds.ie/returns. Please include with details of your name, address and order number with your return. Your order number can be located in the ‘My Account’ section of our website. You will require your order number and postcode in order to complete our online returns process. We are not able to accept items purchased from other retailers. It is your responsibility to return the item(s) to us in good condition, therefore please ensure your return is appropriately packaged. We recommend that you return items via a postal method which is insured and traceable in case of loss. We are not able to issue refunds or exchanges until we have received and checked your items. If you do not have proof that we have received an item and it has been lost in transit we will not be able to issue a refund.

  • I’ve lost my packing slip / returns form, what do I do?

Complete our online returns process at www.celtictweeds.ie . In order to complete the process you will need your order number and postcode, which can be located in the ‘my account’ section of our website. Please include details of your name, address and order number in your returned parcel. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable.

  • Do I need to contact you before I return an item to you?

No, there is no requirement for you to contact us prior to returning items… We are unable to accept items which our outside of our returns period, please see our terms for further information. We are unable to reserve items prior to receiving your return. If you wish to secure an item, please place a new order and return the unwanted item for a refund or complete our online returns process and select the required exchange items, subject to availability.

  • Can I return items to a retail store?

Unfortunately as we are a separate company items you have purchased from us cannot be returned to their stores. Items must be returned to us at Celtic Tweeds Ltd. Please complete our online returns process after which we will provide our returns address. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured, traceable and obtain a Certificate of Posting. Can I return an order to your retail stores?

We have our own retail stores although we prefer that you do not return items to these stores as they are operated separately to our mail order business. If items are returned to our retail stores, the store will then return your items to our distribution centre where your return will be processed; our retail stores are unable to issue refunds. You may return items to us for refund and purchase a replacement item in our retail store. Please be aware that our stores don’t carry all items listed online, we recommend that you contact the store directly to confirm stock availability prior to making a special journey.

If there is any question you do not find an answer to here please contact us for further details email to sales@celtictweeds.ie or telephone 00-353-1-8416144 office hours are Monday to Friday 9-5pm