FAQs

Frequently Asked Questions

Q?

What is your Returns Policy?

A.

RETURNS & REFUNDS

If for some reason you are unhappy with the contents of your gift, please contact Maura by email @info@cottonon.ie immediately and we will aim to rectify the issue as soon as possible

In accordance with the European Directive on Distance Selling, customised goods (i.e. personalised gifts) made according to custom specifications may not be returned unless they have been incorrectly processed by Cotton On.  Incorrectly processed goods will be repaired or replaced.

Cotton On cannot be held responsible for incorrect personalised items if the information we have been given was incorrect. We urge you therefore to make sure that the details you provide us for personalisation are correct, i.e. spelling of names (don’t forget the fada!), dates etc.

A Refund will be given for items that are returned undamaged within 14 days of delivery. If you receive an item that has been damaged in transit, we will be happy to replace it for you but you must notify us of the damage within 7 days of receipt.  Prior to returning the item, please contact us to receive a Product Return Code to ensure the item is accurately tracked. This code should then be included with the returned item . We recommend using a reliable insured carrier to return the item.

FAULTY GOODS

A full refund/exchange will be given on faulty goods or where an incorrect item(s) has been sent to you. Claims will only be settled after the faulty goods have been returned with the nature of the fault clearly stated. Faulty goods may be returned to us within 30 working days of receipt and we shall arrange a refund or replacement. Prior to returning the item, please email info@cottonon.ie to receive a Product Return Code to ensure the item is accurately tracked. Include this code with the returned item. Please note that we will not accept liability for loss of goods being returned so we recommend that the necessary insurance (Certificate of Posting or Recorded Delivery) be taken by you.

Any goods returned incomplete i.e. packaging missing, accessories missing etc. will not be replaced or credited. Similarly goods found to have been used will not be replaced or credited.

Any claims for non-delivery must be made within 30 days of purchase. Any claims for shortages must be made within 5 days of delivery. NO CLAIMS WILL BE CONSIDERED AFTER THIS TIME.

This Returns Policy is in accordance with The European Directive on Distance Selling (Directive 97/7/EC). These terms do not affect your statutory rights.

Q?

What are your Terms and Conditions

A.

Thank you for visiting cottonon.ie . Please make sure that you have read the Terms and Conditions of Sale for our web shop. You will be required to acknowledge that you have read and accept the terms and conditions before you will be able to place an order.

IF YOU DO NOT RECEIVE AN ORDER CONFIRMATION WITH ORDER NUMBER AT TIME OF ORDERING, PLEASE EMAIL info@cottonon.ie ASAP.

GENERAL

We reserve the right to change these terms and conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

QUOTATIONS AND PRICING

Quotations are given on the basis of costs at the time of issue. Cotton On does retain the right to revise our prices at any time to reflect changes in our costs such as but not limited to: goods, carriage, labour, overheads, government taxes and exchange rates

PAYMENT

We accept payment online by VISA, MasterCard, Laser. You may also pay 'offline' via Cheque, Bank Draft or Postal Order. VAT is charged at the current rate where applicable. Orders will only be processed once payment has been received in full. All products remain the property of Cotton On until payment is received in full.

PHOTOGRAPHS

We have made all reasonable efforts to ensure each photograph accurately reflects the product being sold. On occasions, there may be minor differences between the product's appearance in the photograph and the item delivered due to manufacturing changes beyond our control.

UNAVAILABLE PRODUCTS

If an item is out of stock, the sender will be notified as soon as possible and will have the option of 1) awaiting stock availability, 2) selecting an alternative gift or 3) being given a full refund.

SHIPPING AND DISPATCH

Your order is processed by Cotton On the moment it is received, we endeavour to despatch goods within 2-3 working days of receipt of payment. A working day is Monday-Friday excluding bank and public holidays.  Prices of individual items typically do not include delivery charges except where indicated. We employ third-party courier services Fastway Courier/An Post to deliver your gifts. Although we provide an indication of typical delivery times, specific delivery times or dates cannot be guaranteed. Claims for non-delivery must be made within 5 working days of despatch notification. For orders being shipped outside the Republic of Ireland, Cotton On cannot be held responsible for importation taxes/duty charges.

All address information must be accurate including the postcode where appropriate and the recipient's telephone number. Cotton On cannot accept responsibility for late or non-delivery if the recipient's address and telephone details are insufficient or incorrect. The goods shall be deemed to have been delivered when the courier/post person obtains receipt of the goods confirmation from any person at that address.

It is the customer's duty to ensure that someone will be home to sign/receive for the gift, which will be delivered by Fastway or An Post. We don't deliver to Parcel Motels. Please log on to http://www.fastway.ie  for their terms and conditions of delivery.

Where the courier/post person is unable to find a person to accept delivery, a calling card will be left for the recipient to contact the courier and arrange to pick-up from the local depot or agree an alternative delivery time or alternative location at the discretion of the courier. If the recipient fails to make contact in good time, the goods are returned to Cotton On and a charge will be made for re-delivery to the original or an alternative address. All orders are tracked.

We DO NOT accept any responsibility/liability for goods lost in transit.  The purchaser will also be charged for any items which have become unsuitable for sale and need.  IF YOU DO NOT RECEIVE AN ORDER CONFIRMATION WITH ORDER NUMBER AT TIME OF ORDERING, PLEASE EMAIL info@cottonon.ie ASAP.

DELIVERY CHARGES

  • Galway, Mayo, and Roscommon charge is €6.00
  • Rest of Ireland including Northern Ireland €9.00

RETURNS & REFUNDS

If for some reason you are unhappy with the contents of your gift, please contact Maura by email @info@cottonon.ie immediately and we will aim to rectify the issue as soon as possible

In accordance with the European Directive on Distance Selling, customised goods (i.e. personalised gifts) made according to custom specifications may not be returned unless they have been incorrectly processed by Cotton On.  Incorrectly processed goods will be replaced. Cotton On cannot be held responsible for incorrect personalised items if the information we have been given was incorrect. We urge you therefore to make sure that the details you provide us for personalisation are correct, i.e. spelling of names (don’t forget the fada!), dates etc.

A Refund will be given for items that are returned undamaged within 14 days of delivery. If you receive an item that has been damaged in transit, we will be happy to replace it for you but you must notify us of the damage within 7 days of receipt.  Prior to returning the item, please contact us to receive a Product Return Code to ensure the item is accurately tracked. This code should then be included with the returned item . We recommend using a reliable insured carrier to return the item.

FAULTY GOODS

A full refund/exchange will be given on faulty goods or where an incorrect item(s) has been sent to you. Claims will only be settled after the faulty goods have been returned with the nature of the fault clearly stated. Faulty goods may be returned to us within 30 working days of receipt and we shall arrange a refund or replacement thereafter. Prior to returning the item, please email info@cottonon.ie to receive a Product Return Code to ensure the item is accurately tracked. Include this code with the returned item. Please note that we will not accept liability for loss of goods being returned so we recommend that the necessary insurance (Certificate of Posting or Recorded Delivery) be taken by you.

Any goods returned incomplete i.e. packaging missing, accessories missing etc. will not be replaced or credited. Similarly goods found to have been used will not be replaced or credited.

Any claims for non-delivery must be made within 30 days of purchase. Any claims for shortages must be made within 5 days of delivery. NO CLAIMS WILL BE CONSIDERED AFTER THIS TIME.

This Returns Policy is in accordance with The European Directive on Distance Selling (Directive 97/7/EC). These terms do not affect your statutory rights.

SALES & OFFERS

Please note that during busy periods it is possible for there to be stock level discrepancies. If out of stock items are ordered during sale or offer periods, a full refund will be processed for these items. Our dispatch times may be slightly longer than usual during these busier periods.

RESERVATION OF TITLE

The risk of the goods passes to the buyer upon delivery from the carrier but the title in the goods remain vested in us and shall only pass from us to the buyer upon full payment made by the buyer, of all sums due on whatsoever account or grounds to us.

EXCLUSION OF LIABILITY

No liability will be accepted for any injury loss or damage suffered as a result of the use of any products supplied.

Q?

What Kind of Payments do you Accept?

A.

We accepts payment on-line by Paypal. You may also pay offline by Visa, Visa debit or Mastercard – please contact us to discuss. Orders will be processed once payment has been received in full. All products remain the property of Cotton On until payment is received in full.

All prices are inclusive of VAT where applicable in Ireland .

A credit account may be opened by corporate clients, please email info@cottonon.ie for more information.

Q?

What are your Delivery Details and Costs?

A.

All orders placed are delivered by a third party courier service or by the postal system. Once your order has been despatched, you will receive details of expected delivery schedule, including a track and trace number. Goods are normally delivered within two working days of placing an order, however the courier can only deliver to addresses when the recipient is available at the time the courier calls. The courier will phone the contact number given for the recipient and will try to arrange a mutually suitable delivery time. Cotton On will not be responsible for deliveries that cannot be made due to unavailability of the recipient, or due to incorrect contact numbers or address details having been given.

If the courier is unable to make contact with the recipient, the goods are returned to Cotton On and a charge will be made for re-delivery to the original or an alternative address.

All our embroidered gifts, are made on our premises and will be despatched within 48 hours of ordering.

Deliveries are only made on working days and no deliveries are made on weekends or on public holidays. Deliveries can be made to private homes and business addresses.

Delivery in Ireland (including Northern Ireland) is free for a limited time. If you choose to deliver your parcel to another country you can pay and check out as normal but we will contact you to give you a price for the extra delivery charge. You can at that stage opt to cancel your order.

Q?

What are your Payment Terms?

A.

Cotton On shall be authorised to debit the amount payable for the goods ordered against the authorised Payment Card supplied by you when completing your order. Cotton On shall be entitled to debit your Payment Card on acceptance of your order and prior to delivery.

By submitting your order, Identity Number and Payment Card details, you warrant that you are over the age of eighteen, are authorised to make payment with the Payment Card and that there are sufficient funds available to pay for the order. Ownership in the Goods shall not pass until the full contract price has been paid in full.

Q?

Do you offer Secure online shopping?

A.

We take our customers’ data security seriously. Paypal (Protx) are our payment processor and are level 1 PCI DSS compliant as well as being active members of the PCI SSC (Security Standards Council).

All transaction information passed between our site and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to us from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to us can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Q?

What is your Privacy Policy?

A.

This privacy policy sets out how Cotton On uses and protects any information that you give us when you use this website. Cotton On is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Cotton On may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

WHAT WE COLLECT

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

WHAT WE DO WITH THE INFORMATION WE GATHER

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, or mail. We may use the information to customise the website according to your interests.

SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

CONTROLLING YOUR PERSONAL INFORMATION

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@cottonon.ie

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to:

Mulroog East, Ballinderreen, Kilcolgan, Co. Galway

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.