FAQs

1. Placing an online order

Our goal is to give you a quick and easy experience when you shop online with Arnotts. If you have a issue ordering online, please email our online Customer Services Team.

We'll send you a confirmation email when we receive your order (check your spam folder if you don't see it). If you notice an issue with your personal details, contact online Customer Services right away here. Details for orders already dispatched can't be amended.

As we aim to start processing your order as soon as its placed, it is not possible to add items to an existing order. Similarly, you have limited time to cancel an order after its been placed by contacting the online Customer Services team. It's not possible to cancel orders once they've been dispatched.

We accept payment in Euro and Sterling. Pay online using the following payment methods: Visa, MasterCard, PayPal, Arnotts or Brown Thomas Gift Card, loyalty points, or One4All Gift Cards (Euro transactions only, limit of €50 per transaction). Please retain your gift card for 28 days following an online purchase in case of a refund.

We take your personal information and security online very seriously. For your protection, cards must be authorised. Occasionally, cards may be declined for a number of reasons – please contact your bank for more details if this happens.

You can apply discount or promotional codes at checkout. Only one promotional code can be used at a time, and they can't be applied after your order has been placed. If you're having trouble with a code, please contact our Customer Service team.

You won't have to pay extra taxes and duties following Brexit. The final purchase price is shown at checkout as usual. If you receive a request for additional charges upon delivery, please contact our Customer Service team.

Irish VAT is applied to all orders, including those to Northern Ireland.

A pre-authorisation is a temporary hold on funds in your bank account. It tells us that the funds for a purchase are in your account but no money actually comes out at this stage. Pre-authorisation hold times vary between banks from 7 to 30 working days. You don't need to do anything to cancel the pre-authorisation. Contact your bank if it's still showing on your account after 30 working days. Please contact your bank for any queries, asking for the ARN transaction number before contacting Customer Service.

Occasionally items become unavailable due to many reasons including items being picked directly from store. We're very sorry if you receive an order confirmation email, followed by an email saying that an item is unavailable.

In the unlikely event that we are unable to fulfil all items in your order, we'll still send any other items you've ordered and adjust the total cost.

2. Delivery

At the moment we only delivery to the Republic of Ireland and Northern Ireland. Visit our Dispatch & Delivery page for current delivery information and timelines.

For standard orders, your dispatch email will contain a tracking number. Use this number to track on the An Post website for ROI deliveries and Target for Northern Ireland deliveries.

Please note that selected brands will deliver directly to you and may use a different courier. Tracking information will be provided upon dispatch.

For specialised deliveries like furniture and large electrical items, you'll be contacted directly to arrange delivery.

In the Republic of Ireland, most standard items are delivered by An Post.

The exceptions to this are:
- Kurt Geiger brands including Carvela, Miss KG, Veja, Steve Madden and Ugg are currently delivered from our supplier in the UK via Hermes. All duties are paid, no extra charges are applied to you.
- Ecco, Carl Scarpa, Genesis, Mindy Brownes, and electrical appliances are delivered from Ireland directly from the supplier.
In Northern Ireland, your order is delivered by Target.
- Furniture items including rugs are delivered by a specialised courier.

In Northern Ireland, your order is delivered by Target.

Once your order has been placed delivery options cannot be changed. If you can't make it to Click & Collect yourself, you can nominate someone to pick up the order on your behalf – they'll need a copy of your Order Confirmation email and a valid photo ID.

If your delivery has gone over the stated delivery timeframe, you can contact our Customer Service team at onlinecustomerservice@arnotts.ie or Live Chat on our Contact Us Page. Be sure to include your Order Confirmation number in your enquiry so we can track down your order easily.

Sometimes we may deliver your items separately to get them to you quicker, we will communicate this to you via email.

3. Refunds & Returns

We offer free return or exchange of an item within 28 days of receiving it. See our Refunds & Returns page for full details.

You can return items bought online for a refund within 28 days of receiving them. Exchanges can only be made in-store. Deliveries include a free postal return label to return your purchases to us from your local post office, free of charge. Please ensure items are returned in full packaging, security seals are unbroken and items are in a saleable condition. See our Refunds & Returns page for the full steps to complete your return.

Return items in-store by visiting the Click & Collect location at the Lower Basement Level of Arnotts Dublin. Exchanges can be made in-store only. Please ensure items are returned in full packaging, security seals are unbroken and items are in a saleable condition. All returns must be completed within 28 days of receiving the item.

If a product is defective in any way, please contact us and we'll provide a free returns label so that you can return the item. Any breakage or damage should be reported to us within 24 hours of delivery.

If you believe an item is faulty and it is past the 28 day return policy, please contact our Customer Service team at onlinecustomerservice@arnotts.ie or via Live Chat on our Contact Us Page. Please note products will be inspected upon return.

In the interest of safety and hygiene, the following products cannot be returned once the packaging has been opened or damaged, unless faulty: personal grooming products, hats, lingerie, hosiery, underwear, earrings, swimwear, mattress protectors, duvets, duvet covers, sheets, pillows, pillowcases and pillow protectors.

Products must be returned in an unworn (including footwear) and saleable condition. Products containing security seals such as Beauty, Pharmacy and stationary products can only be returned if the security seal has not been tampered with and/or unsealed.

Personalised items cannot be exchanged, refunded or returned, unless damaged or faulty.

4. Click & Collect

Place an order online and collect at the Lower Basement Level of Arnotts Dublin, with no additional charge. See our Click & Collect page for opening hours and more on how it works.

To collect your order in-store, pick Click & Collect from the delivery options at checkout. Click & Collect is completely free of charge. Payment is authorised when you place your order online. Full payment is taken when your order is sent to your store for collection, with the exception of payment via gift card or loyalty points.

We'll let you know when your order is ready to be collected. We aim to have your order ready in 3-5 days (excluding furniture and large electrical appliances). Out-of-stock items or late product deliveries can sometimes cause delays.

When it's ready to collect, make sure to bring along:
- A copy of your ‘Ready for Collection’ email - you can print the document or show it on a phone or tablet.
- Either the payment card you purchase the items with or photo ID (a driving license or passport).

If someone is collecting on your behalf they must bring along the 'Ready for Collection' email and photo ID, they'll need to bring proof of address (a bill or bank statement).

If you can't collect your order when it is ready, please contact our online Customer Services Team via email at onlinecustomerservice@arnotts.ie. to make an alternative arrangement. We understand sometimes there is a delay to collect however we can only hold an order for 14 days. After that, we'll contact you to process a refund and return the items.

5. Arnotts Gift Cards

Give the gift of choice with the Arnotts Gift Card. Gift cards can be purchased online or in-store. If you need any support with physical gift cards please contact our Customer Service team at onlinecustomerservice@arnotts.ie and call 1800856098 for e-Gift card queries.

You can use your gift card on Arnotts.ie and BrownThomas.com as well as in any Brown Thomas, BT2 or Arnotts store. Gift Cards do not have an expiry date and will remain valid for as long as there is a balance on them.

Please retain your gift card for 28 days following an online purchase in case of refund.

Gift Cards are only available to purchase and redeem in Euro.

If you have any queries with a physical gift card, contact our Customer Service team at  onlinecustomerservice@arnotts.ie.

E-gift cards are only available to be purchased in Euro however they can be used as full or part payment for goods in both Euro and GBP when shopping online.

For further support on eGift cards please call 1800856098.

You can either buy a gift card online for delivery or buy in-store. Gift cards bought online can't be picked up in-store for security reasons. Please see the gift card page for all delivery information.

Our team at any till point in-store can check a gift card balance for you. Gift cards can't be exchanged for cash.

Our gift cards do not expire.

6. Arnotts Wonder Card

Download the Arnotts App and join Wonder Card to start earning points. See our Wonder Card page to find out more. If you have any Loyalty queries please contact customer service at onlinecustomerservice@arnotts.ie.

The Arnotts Wonder Card can be used to earn and spend points on qualifying purchases while shopping at Arnotts and Brown Thomas in-store, online and through our App. Check your points balance in My Wonder section in your account online or on the App, or at any till point in-store.

There are different Wonder card tiers depending on how much you shop with Arnotts and Brown Thomas. For each tier you qualify for, you can enjoy exclusive benefits. See our Wonder Card page for full details.

Every 100 points you earn equals €1 (£1) to spend in-store. Check your points balance in your account in the My Wonder section of the App or on our website or ask at any till point in-store.

Wonder Card Members earn 1 point for every €1 (£1) spent. You become a Platinum member when you spend over €5000 (£5000) with your loyalty card. Platinum members earn 2 points for every €1 (£1) spent.

All members receive triple points on their birthday for 15 days! This applies for the 7 days before your birthday, on your birthday, and 7 days after.

Loyalty members also receive double points on all products purchased in the Sustainable Edit. Platinum members receive complimentary tea, coffee or dessert when they dine with us, as well as free basic alterations and free online delivery.

Please note, Loyalty benefits are at the discretion of Brown Thomas Arnotts and are subject to change.

To spend your points, scan your Loyalty Card using the App or your physical card at the till or select Loyalty Points as a method of payment during the checkout process. You can use them for any purchase except gift cards and car parking, even in the sale. Build them up or redeem them as you go – the choice is yours.

If you choose to return an item and have used Wonder Points to pay for it, these will be refunded back to your account so you don't lose out.

If we have to cancel your order due to out of stock items, we'll add your Wonder Points back onto your Wonder account.

7. General enquiries

If you have an enquiry and don't see the answer here, contact our Customer Service team on onlinecustomerservice@arnotts.ie and we will be happy to assist you.

Registering for an online account allows you to save your details for faster checkout and earn loyalty points. Once registered, you can edit any of your personal details as needed in the ‘My Account’ section.

If you already have an account but can't remember your password, just follow the 'forgotten password' instructions on our sign-in page. It should only take a few minutes to get your password reset email – if you're not seeing it, check your junk/spam email folder or get in contact with us for help.

See our store page for the location and opening hours of Arnotts Dublin.

Please see our Careers page for details on current vacancies.

We take your privacy very seriously and treat all your personal information as confidential. We won't disclose your information to a third party without your consent. Please see our Privacy Policy for more detailed information.

While we offer the ability to store payment details for a quicker checkout, we're careful to store these details securely.