Frequently Asked Questions - Kilkenny Shop

14 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 payment from your credit or debit card after we have confirmed receipt of your order, we will not be... 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

8 Delivery

Due to extended store closures and our current Spring Sale, we are experiencing higher volume. We will have your item delivered to you within 3-7 days for Republic of Ireland and Northern Ireland, for other countries please refer to this page.

What happens if I am out when the courier comes?

Orders require a signature to acknowledge receipt upon delivery. The signature of the person accepting delivery at the delivery address will be proof that safe delivery of the order has been received.

If no person is available to accept delivery, our couriers will contact you on the number provided in the order form and you can organise to either leave the parcel with a neighbour or somewhere safe nearby. If this is not possible then the parcel will be taken away for redelivery. Our couriers will place a card through your... Read more

Please contact our Customer Service team immediately on +353 (0)21 430 8392 or email us at [email protected] Any breakages, damages or discrepancies with your order must be reported to us within 24 hours of delivery.

You can track your parcel by following the instructions on the email you would have been sent at the time of dispatch. 

Which couriers do you use for delivery?

In Ireland, UK and Wider Europe all standard items are delivered by GLS couriers. They will require a signature on delivery. GLS will attempt delivery first and if no-one is home or the house/office/building cannot be located the courier will then call you on the contact number provided by you on your order. It is useful to give a mobile number when placing your order. GLS will deliver Monday - Friday during business hours so a delivery address where someone is present during these hours is recommended, this may be a work/business address.... Read more

If your delivery has gone over the stated delivery lead time please contact our Customer Service team on +353 (0)21 430 8392 or email us at [email protected] Please quote your Order Confirmation number in your enquiry, so that we can assist you with your query as quickly as possible.
Occasionally Non EU customers will receive an importation/customs charge on their parcel; this is a government issued charge and not in any way related to Kilkenny. Kilkenny do not reimburse these charges.

Please click HERE to see our delivery times.

8 Click & Collect

The Click & Collect service is available for the majority of, but not all, items online. Please check the individual product page(s) to see whether the item is available for this service.
Arrive instore with your item and proof of purchase. To redeem a full refund, you must return to the store within 14 days of picking up your item For an exchange, you must return to the store within 28 days of picking up your item
If you do not collect your order within 7 days of receiving your ‘Order is ready for Collection’ email, you will be contacted directly from the store assistant.
No, there is no deliver charge. Click and Collect is a free service
Yes, but PLEASE ENSURE that if you wish for someone else to collect your order for you, THEY MUST HAVE VALID ID with them as well as having the confirmation email. Without these we will not be able to process your Click and Collect Collection.
Please allow 1 to 3 days You will be contacted if your product collection is due to exceed this time frame
• A Copy of your Confirmation email (either printed out or digital) • DO NOT arrive in store to collect your items without receiving your second email ‘Your item is ready for collection’. • Your confirmation email does not mean your item is ready for collection • You may be asked for a valid form of ID or the Credit card that you purchased your products with.
• Select the Click and Collect button when on a product page • Select the store you desire to collect your items from • Fill in your personal details • Pay for your item(s) • Receive a confirmation email for your order • Wait for your “Order is ready for collection” email • Go in store to collect your order

8 Gift Cards

Your gift card will be delivered by courier, a signature is required by recipient
If you have a query about a Gift Card order please contact our Customer Service team at [email protected] or by phone on +353 (0)214308392
There is no time limit on Kilkenny Gift Cards – please note lost or stolen gift cards cannot be replaced
Unfortunately, we are currently unable to process payment using the one4all gift voucher online. This voucher can be used in all Kilkenny Shops nationwide.

You can access your Gift Card balance at any till point in store, a member of our team will be happy to assist you.
Alternatively, you can contact customer service on +353 (0)21 430 8392.

Yes, you can use your Kilkenny Gift card in our restaurants.

Click HERE to purchase a Kilkenny Gift Card. Include the value of the Gift Card and preferred method of payment.

Gift Cards can be purchased at a minimum value of €50 and a maximum of €500. All Gift Cards are delivered via courier. Kilkenny gift cards are presented in our exclusive packaging; the perfect gift for any occasion.

Our new gift cards can be used online and in-store. Simply enter your gift card number and pin in the gift card section on the payment page when you checkout.  Note,  we currently cannot accept part payment  using Paypal, please call customer service to process your order.

Please note our older gift cards (which are gold) are not available to be used online. If you have a gold gift card please call our Customer Service team on +353 214308392 and we can place your order over the phone.

5 Returns & Exchange

For safety and hygiene reasons, our exchange/refund policy does not extend to a small number of products, such as earrings. Gift Cards and Gift Vouchers are non-refundable. Please note that all returned item(s) must be unworn, unused and in their original packaging
Yes, you can return your online order to any one of our stores nationwide. Please print your order confirmation e-mail as this is your receipt/proof of purchase. Please note that all returned item(s) must be unworn, unused and in their original packaging.
Once we have received your package, your refund or exchange will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

If goods are shipped to a customer and they arrive broken or damaged we firstly need to get the following information:

- Order number (store or website)
- An image of the broken item/s that clearly shows the damage
- Customers full name, address, contact number and email address
- The code of the item that was broken/damaged

Email all the above info to [email protected] and await reply. All breakages and damages that occur in transit are covered by Kilkenny by way of a replacement, items will not be refunded.

Kilkenny is happy to refund or exchange merchandise as sold together, with the original receipt within 14 days or Exchange within 28 days. A Gift Receipt entitles the holder to an exchange/gift card only. Reduced price merchandise purchased online may be returned within 14 days with the original receipt for an exchange/gift card only. All refunds will be issued in accordance with your original method of payment. Without proof of purchase, an exchange or credit note may be given at the current selling price. For Hygiene reasons, our refund policy does not apply to a small... Read more

4 Store Information

Fashion is available in selected stores nationwide, including Nassau Street Dublin, Swords, Galway, Cork City, Shanagarry Cork, Cashel and Christy’s in Killarney and Cobh.

Please click HERE for full details of job opportunities with Kilkenny.

Please click HERE for all our opening hours.

Please click HERE to see store locations:

3 Restaurants

The Kilkenny Group have two fantastic restaurants; one located in the heart of Dublin City on Nassau Street and one located in beautiful, rural Shanagarry in East Cork.

Both restaurants offer a variety of homemade dishes, prepared in-house daily by our teams of dedicated chefs. Produce is sourced locally where possible and a great range of gluten free hot and cold meals and tasty breads and desserts are also available daily.

Yes, we serve a wide range of gluten free options.

No, booking is not necessary. We do not take bookings or reserve tables.

The restaurant in Nassau street operates on a buffet style service. We are accustomed to welcoming high numbers of diners each day with plenty of seating for all groups/parties.

1 Corporate

Kilkenny’s excellence in the corporate gift market has resulted in a significant growth in corporate sales over the past number of years. We will provide you with a wide selection of Irish products to satisfy your every requirement, with famous brands such as Waterford Crystal, Newbridge Silverware and Nicholas Mosse to name a few. Please e-mail Shirley Twohig on [email protected] for more information.

5 Customer Service

Due to extended store closures and our current Spring Sale, we are experiencing higher volume. We will have your item delivered to you within 3-7 days for Republic of Ireland and Northern Ireland, for other countries please refer to this page.

Please contact our online Customer Service team by telephone on +353 (0) 214308392 or email [email protected] for more details on this product.
Please contact our online Customer Service team by telephone on on +353 (0) 214308392 or email [email protected] and we will help you source this product.

Monday 9:00AM – 5:30PM
Tuesday 9:00AM – 5:30PM
Wednesday 9:00AM – 5:30PM
Thursday 9:00AM – 5:30PM
Friday 9:00AM – 4:30PM

Please email: [email protected]
Telephone: +353 (0)21 4308392

You can contact customer service by e-mail on [email protected] or contact us on +353 (0)21 430 8392

1 Product Care

Follow these simple steps to help keep your jewellery look its best year after year.

1. Use a polishing cloth to effectively clean your jewellery.

 2. Always store each piece separately, especially necklaces. The best way to store your necklaces is to hang them.

3. Apply beauty products such as perfume, hairspray or deodorant before wearing your jewellery as certain chemicals in these products may damage the finish.

4. Always remove your jewellery before swimming, bathing, doing household chores or using abrasive cleaners.

5. If your jewellery... Read more