FAQ

Returns

Our returns service is operated by An Post. Please note that all returned item(s) must be unworn, unused and in their original packaging. You can return your item(s) via the Post Office. Simply log on to ReturnMyShopping.ie, follow the simple instructions on how to return your item(s), and print your An Post label. A fee of €3.95 per parcel applies.

Alternatively, you may use the An Post Return Pal app to order a return for the next working day. The postman will collect the item from a nominated address or safe place. You do not need to print any labels. However, if you prefer, you may still return your item to the post office, using the 2D barcode.

There is an option available to customers in Dublin only to have returns collected by an An Post courier from your home, which incurs a fee payable by the customer. If you return your item(s) using this or other courier services/options, Arnotts will not reimburse you for the charge you might occur.

Exchanges can be made in-store only, and must be done within 14 days of receiving the item. If a size is not quite right simply return it for a refund and reorder in the correct size.

Returns forms can found here on our Refunds & Returns information page. Simply print your returns form, fill it out and enclose with the items you are returning.

In the interest of safety and hygiene, personal grooming products, hats, lingerie, hosiery, underwear, earrings, swimwear, mattress protectors, duvets, duvet covers, sheets, pillows, pillowcases and pillow protectors cannot be returned once the packaging has been opened or damaged, unless faulty. Beauty products and computer software which contain a security seal can only be returned if the security seal has not been tampered with and/or unsealed. Watches and jewellery cannot be altered in any way. Personalised items cannot be exchanged, refunded or returned unless damaged or faulty.

Yes, returns can be brought to Customer Services area in the Lower Basement Level.

If a product is defective in any way, please return it as soon as possible after becoming aware of the defect and we will either deliver a new one to you or refund you the cost of the product. Any breakages or damages must be reported to us within 24 hours of delivery.

Our returns policy covers returns within 14 days of receipt of your order. In outstanding circumstances or for more information, please contact our Customer Service team on +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie

Payment

Orders can be paid for using the following payment methods:

  1. Visa/Mastercard
  2. PayPal

When an online purchase is made, the customer’s card details are checked and the transaction is authorised as normal, however the transaction is set to a ‘pre-authorised’ status. This means that funds are placed on hold for a pre-determined time and the money is not debited to the account at this point. The pre-authorisation guarantees that the customer’s account has the necessary funds to pay for the goods and gives the option of completing the transaction at a later date.

  • If your credit or debit card is rejected by our online payment processing systems, please double check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same card or place the order again using a different card. If the problem persists, please contact your card issuer.
  • Your name and billing address details must match the cardholder address details held by your card issuer.
  • If, for any reason, there is a problem with payment from your credit or debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order.

Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to:

  • - The item being out of stock or no longer available
  • - Your payment being declined
  • - A technical error

You will not be charged for the item(s). Depending on your method of payment, funds will be reimbursed within 1-5 working days.

Our online transactions are verified by either MasterCard SecureCode or Verified by Visa to give you extra peace of mind. These services allow you to protect your credit or debit card with a password that you set up with your payment card issuer. When you reach the payment page and have confirmed your order, you will also be asked to enter your credit or debit card password. If you have not yet created a password with your payment card issuer, simply follow the on-screen instructions to set this up, you will only need to do this once. Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your password.

We encrypt your payment card details using industry standard SSL technology to ensure they are kept completely safe and secure. As part of our policy to protect against the fraudulent use of credit and debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also work with various credit rating and fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of cards.

My Order

We always recommend taking note of your Order Reference number when your order is initially placed. If you have not received your Order Confirmation email please check your junk or spam folders - they are automated emails so they tend to go straight to spam. If you have definitely not received it, please contact our Customer Service team.

After your order is placed, you will have a very limited time to cancel the order before it is dispatched. Once it has been dispatched, we are no longer able to cancel it for you. Please contact the Customer Service team immediately if you need to cancel an item. Please see our Returns Policy for information about returning an item once you have received it.

We aim to get your order delivered to you as quickly as possible, therefore we are unable to add items to an existing order once it has been placed. Please contact our Customer Service team by phone +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie for more details.

In the unlikely event that we are unable to fulfil items in your order, we will ensure all other items are sent to you and the total cost of your order is adjusted.

Contact our Customer Service team immediately on +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie. If your order has not been dispatched we can make changes to billing and shipping details. However, if your order has been dispatched we will be unable to make amendments.

Please contact our Customer Service team by phone +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie.

Please contact our Customer Service team by phone +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie.

Products ordered online are either shipped from our warehouse, the supplier, or directly from the store. As such, orders for multiple products may arrive at different times in separate packages. In this instance, each package will include a ‘Split Shipment’ sticker to indicate that products may be missing from the parcel but will be delivered at a later date.

  1. Check the parcel for a ‘Split Shipment’ sticker
  2. Refer to your delivery docket for information on where each product is shipped from
  3. Check delivery details on the product page for more information on delivery times

My Account

Simply request a new password on the log in page for ‘My Account’ and we will email you with a link to reset your password.

Please check your junk or spam email folder as your reset password email may have been diverted to one of these. Alternatively, contact our Customer Service team on +353 1 903 8215 or email us at onlinecustomerservice@arnotts.ie and we will be able to assist you.

Click & Collect

Click & Collect allows you to place an order online and collect it in-store free of charge. Simply add the item(s) to your shopping bag, choose ‘free in-store collection’ as a delivery method and proceed to checkout as normal. You will receive an order confirmation email almost immediately.

No, we will send you a Ready to Collect email when your order is ready for collection in our Click & Collect area on the Lower Basement Level. Most orders will be ready within 1 - 3 days, however certain shoe brands including Kurt Geiger, Nine West, UGG Australia, Anne Klein, and Converse may take up to 3 - 5 business days.

The Click & Collect service is available for the majority of, but not all, items online. Please check the individual product page(s) to see whether the item is available for this service.

You will need to bring your Order Confirmation email (either printed or on your phone/tablet) plus valid photographic ID (passport, driving license) or the payment card you used to purchase the items.

You may nominate someone to collect your order for you. However this person must live at the same address and you must notify us in advance that they will be collecting your order via email, phone or voice message. Please ensure your nominated person brings a copy of your Ready to Collect email, a photographic ID (driving license, passport or loyalty card) and proof of address (bank statement or bill).

If for any reason you are unable to collect your order when it’s ready, please contact our Customer Service team to make an alternative arrangement. We will keep your order in the Click & Collect area for 3 working days. After 3 days you will be contacted by our Customer Service team and we can either process a refund via your original method of payment or have the item(s) returned.

Click & Collect is located in Customer Services on the Lower Basement Level.

We endeavour to present the most recent, most accurate and most reliable information on our website at all times. However, there may be occasions when some of the information featured may contain incomplete data, typographical errors or inaccuracies. Any errors are wholly unintentional and we apologise for any errors relating to product price or availability.

If a pricing error has been made, we reserve the right to suspend your order and to contact you to ask whether you wish to continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price.

We reserve the right to amend errors or to update product information at any time without prior notice.