We love to keep our customers updated with the progress of their order because it’s always exciting to receive emails letting us know our brand-new items are with us! We take great care in prioritising swift dispatch and delivery, therefore if you experience any issues, we encourage you to reach out to our devoted customer service team within 10 days of dispatch, so they may promptly investigate the issue!
If unfortunately, your order has not been delivered within the timescale we have quoted above, please keep in mind this may be caused by circumstances beyond the control of our team and therefore we ask that you use the quoted timescale as an estimation rather than guarantee. Please note that our team here at O’Neills are dedicated to ensuring the timely dispatch of all orders. Our Customer Service Team are always available to answer your questions and resolve any issues you may have!
Tracking Your Order After Dispatch
Once our team have carefully crafted and dispatched your order, we will send you a dispatch email. This email will also contain a link so that you can track your order as it makes its way from us to you! Please note that this link will be provided by the selected courier, not O’Neills. Make sure to track your order regularly so that if any issues do arise, you can let our Customer Service Team know as soon as possible and allow them to rectify the problem! Please ensure that if you have any specific delivery requirements, the courier is well informed so they can deliver the order in a way that is suitable for you! Once the courier has delivered your order, you will receive a notification letting you know that it has arrived at your desired location safely!
Terms and Conditions of Couriers
The links below provide direct access to the terms and conditions of the different couriers we use here at O’Neills to deliver your orders:
- DPD: DPD Ireland Trading Terms and Conditions
- Royal Mail: Royal Mail Terms and Conditions
- DHL: DHL Terms of Carriage
- An Post: An Post Terms and Conditions
Liability After Delivery:
Unfortunately, once an order has been delivered to your selected location, O’Neills and the chosen courier are no longer responsible for any subsequent loss or damage that your order may undergo. However, if this loss or damage has occurred as a result of the delivery driver not adhering to the specific instructions you have highlighted to the courier service, we kindly ask that you contact us within 2 working days and supply our team with as much evidence as possible so that we can resolve this issue effectively.
Damaged Parcels and Missing Items:
Here at O’Neills we seek to provide you with an exemplary shopping experience which to us, includes a smooth and satisfactory delivery. If in an unfortunate and unlikely circumstance your order is damaged or there are items missing, please contact our customer service team. We kindly request that you provide our dedicated team with any evidence that you can such as photographs of how the parcel as arrived, images of the parcels condition prior to opening it and please retain the parcel’s packaging. Please inform our customer service team within 10 working days of the dispatch date if there is any damage or items missing within your order, we are here to assist you with every issue.
International Orders (Outside the UK & Ireland)
DHL are our selected courier for all our international orders. Please note, DHL do require a first and last name as well as contact details for the recipient of the package. Prior to the delivery of your parcel, DHL will contact you to arrange a delivery date and time that is best suited to your schedule. If DHL are unable to contact you it is possible they may return the package to us, therefore, to ensure you receive your order in a satisfactory manner, we ask that you accurately input all the delivery information before placing your order.
We also gently remind you that all international orders are subject to the import tax regulations of the destination country. Please note that you may also have to arrange import clearance once your order has arrived. If you are charged import tax on your order, DHL will collect this charge on behalf of the Government within the country.
We sincerely hope that this information is helpful, please contact our Customer Service Team if you have any queries.