FAQ’s

We answer your most frequently asked questions. If you can’t find the answer than please don’t hesitate to contact us.

ORDERING

I'm new, how do I order?

At Bonnerofireland.com we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse our products, select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping and continue to pay. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Is it safe to order on your website?

Yes, we use a third party payment processor to handle Credit/Debit Card information securely. None of your Credit/Debit card information is stored anywhere on this site. Security checks are also made on all payments, to ensure the authenticity of each card payment.

What Credit/Debit Cards do you accept?

We currently accept any credit or debit card via Stripe, Paypal and Revolut for payments online.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.

Can I change/cancel my order?

If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.

DELIVERY

How long does delivery take?

Dispatch is of course dependent on payment and stock availability. However occasionally items are only available as a back order. We will contact you directly with an estimated delivery date if this is the case. Our standard delivery times to Europe is up to 10 days. For orders to the rest of the world please allow an additional week.

How much is delivery?

Delivery charge is calculated automatically by our courier service UPS, according to location of delivery

Can I track my item?

Yes, all deliveries are trackable. You will receive details along with a confirmation of dispatch email once your product has been dispatched.

Can someone else sign for my delivery?

On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details, contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed. All orders will be delivered by courier so it is important that there will be someone at the address to receive the goods and sign for them.

Can I change the delivery address?

If the order has already left our office, then the delivery address cannot be changed.

Do you deliver to my country?

We deliver to most countries worldwide, and the delivery charge will be calculated at the checkout when you finish your order. Delivery times vary depending on location.

Do I have to pay Customs & import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Any parcels that are refused due to customs charges, the customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees.

PRODUCTS

Do you have more sizes available?

Only sizes shown on the website are available.

Do you restock items?

Due to the limited nature of some of the products we stock we can often sell out very quickly. We sometimes restock popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call us on +353 7495 41196 and we will be happy to help.

RETURNS

What is your returns policy?

We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the product to us in its original packaging and we will organise a refund (excluding delivery charges). You must inform us of your intention to return the product by e-mail to info@bonnerofireland.com within 7 days of making your order and must return the product to us within 28 days of delivery. This information relates only to returns on goods purchased through the Bonnerofireland.com website, not at any other retail stores. Please see bonnerofireland.com/returns for more info.

Who pays for return postage?

We offer free returns in the EU through our shipping partner UPS:

Fill in the return form included with your package, or download here.
Attach the pre-paid shipping label provided
Drop the parcel off at your local UPS Access Point.
Visit bonnerofireland.com/returns to notify us of your return

For returns outside of the EU:

We cannot yet offer free returns outside of the EU. This is something we hope to provide in the future.

Customers must pay for their return. Please follow the steps below:

Fill in the return form included with your package, or download here.
Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in return transit.
Customers returning products from outside the EU are responsible for any taxes and duties payable on the shipment.
Visit bonnerofireland.com/returns to notify us of your return

Why have you not refunded the delivery charge?

Unfortunately, we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are net of the delivery charge.