Frequently Asked Questions - Orders | Kilkenny Shop

Orders

We always recommend taking note of your Order Reference number when your order is initially placed. If you have not received your Order Confirmation e-mail 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 on +353 214308392 or email us at [email protected]
Contact our Customer Service team immediately on +353 214308392 or email us at [email protected] 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.
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... Read more
In the unlikely event that we are unable to fulfill items in your order, we will ensure all other items are sent to you and the total cost of your order is adjusted.
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After your order is placed, you will have a limited time to cancel your order before it is dispatched. Once it has been dispatched, we are no longer able to cancel it for you.

However we can refund or exchange this for you. Please contact the Customer Service team immediately on +353 (0)21 430 8392 if you need to cancel an item. Please click HERE for our Returns Policy for returning an item once you have received it.

If the goods are being shipped outside the EU, VAT is not charged.
If a product is sold out online it may be available in some of our stores. If you contact customer service on +353 (0)21 430 8392 or e-mail [email protected] our customer service representative will be more than willing to assist you.

Yes, we provide gift receipts. Please leave the comment ‘Gift Receipt’ in the comment section at the check-out.

Please note that for safety and hygiene reasons, we do not provide gift receipts for a small number of products, such as earrings

Yes, we provide gift cards at no extra cost. Please leave a note in the comment section at the check-out.

Yes, gift wrapping is available at no extra cost. Please leave the comment ‘Gift Wrap’ in the comment section at the check-out.

During busy periods for example Sales and Christmas, we are unable to gift wrap due to the high volumes of orders. We apologise for any inconvenience caused.

As soon as you place an order you should receive an order confirmation email, once your order ships, you will receive a second email notification to the email address you entered on your order. If you do not receive an email confirmation then contact [email protected] with the details of when you placed the order.

Please be aware that sometimes your order confirmation may go directly to your junk folder.

If you need to change or cancel your order, please contact [email protected] or contact us on +353 (0)21 430 8392 immediately. We generally process orders within 6-12 hours, and once our warehouse has processed your order, we will be unable to make any changes.
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact [email protected] or call us on +353 (0)21 430 8392