FREQUENTLY ASKED QUESTIONS
Online Accounts and Orders
If I have already set up an account and wish to buy again but have forgotten my password, how can I find out what it is?
If you have forgotten your password, click the “Forgot my password” link under the sign in section Enter your email address and a reset link will be sent to you.
Fantastic – just subscribe by entering your email information at the bottom of the website where it states “Newsletter”.
No. You can simply purchase as a guest.
We currently accept Visa and Mastercard
Unfortunately we are not usually able to add items once the order has been placed. However if you email firstname.lastname@example.org within an hour of placing your order, include your additional requirements and can make a payment by bank transfer that day, we may be able to add the additional items to the same order.
We try and dispatch as soon as possible after your order is received and this usually means your details can’t be changed. Please contact email@example.com as soon as possible to see if your order has been dispatched. It if has been dispatched, you will need to contact An Post or the relevant postal service – the name can be provided when you email. You would need to request directly through them that your parcel’s information be changed.
Please contact firstname.lastname@example.org where your email will be answered between Monday to Friday 10am to 4pm.
Please contact email@example.com where we can update you on that information. Your email will be answered between Monday to Friday 10am to 4pm.
Delivery, Collection and Returns
Not yet. We currently deliver just to Ireland but will be changing that soon. If you need an international delivery, get in touch and we will see what we can do.
Yes. If you would like to collect your order, we do a click and collect service on Saturdays between 11 and 1pm in Clane, Co Kildare. Please email firstname.lastname@example.org to arrange pick up.
Currently delivery is with An Post and costs EUR 6.80 per delivery up to 10kg in Ireland. We make nothing from our postage costs and try to be as transparent as possible. The postage costs are subject to change. Delivery of heavier items like the rugs are currently EUR52 and are delivered direct from the supplier.
Items are delivered Monday to Friday 9am to 5pm. Allow for up to 7 business days for delivery although we will endeavour to get your purchases to you as soon as we can. You must make sure someone is there to receive the delivery or leave a note stating where it can be left securely. If the parcel is with An Post they will return it to your nearest post office and leave you a note explaining that. Parcels that need to be redirected due to noone being at own may incur an additional charge.
We try to be as environmentally friendly as possible and so we use biodegradable mailing bags (which break down over 12 months in normal waste bins), recycled card board boxes and recycled paper fillers. We try to use as little plastic as possible and to minimise waste as much as possible.
When posting back your item, you must obtain proof of purchase of your return. We are not responsible for items lost or damaged in transit back to us. The cost of returning the item is your responsibility. You are responsible for packaging the return appropriately. Any items which arrive back damaged due to inappropriate packaging will not be refunded. Custom orders are non refundable unless faulty or damaged. Any refund will be less the cost of postage when we originally sent the items to you.
Breakages – Please ensure that you open your item upon arrival and check for breakages/damage. We need to be informed of any issues within five days of you receiving your order. Send us a photo and then send the item back to us.
Please allow up to 21 days for refunds to show up on your account We will refund you by the same method that the original payment was received
Plastic Recycled Products
For those products made out of recycled plastic the following process is used:
- Collection – Plastic bottles are a modern day nightmare and usually end up in our oceans or landfill where they take hundreds of years to decompose. Waste Collectors collect these bottles and sell them to waste traders (in India these are known as Kabadiwallahs). The PET bottles are sorted from other plastic waste and sold on to recycling centres. Labels, caps and rings are removed and bailing machines compress and crush the PET bottles into bales. The recycling centre then sells them on to recycling companies
- Recycling Companies – Here, bottles are washed and dried,contaminants are removed through heat treatment and the bales are then shredded to create washed PET flakes. These flakes are the exciting new raw materials which are then used to make materials similar to polyester.
- Yarn – These washed flakes are then put into spinning units to create yarn. The yarn consists of long and regular recycled plastic fibres. This yarn is then woven into rugs and amazing textiles by skilled artisans. So these plastic bottles no longer pollute and instead are recycled and reused.
- Cleaning – All of the recycled products here are durable, UV and stain resistant. Therefore it is often enough to spot clean them and they can be washed less frequently, thereby resulting in water savings Just like yarn products, they will be prone to shedding over time but it will be less.
Handwash with cold water (max 40 degrees) or choose a handwash programme on your washing machine. Hang up to air dry. DO NOT dry clean or tumble dry.
To reduce microfibre shedding – a) wash with cold water and shorter cycles b) use a liquid soap as it is less abrasive c) Use a microfibre laundry bag when washing
Just like any yarn or textile, there will be some limited shedding. To reduce microfibre shedding – a) wash with cold water and shorter cycles b) use a liquid soap as it is less abrasive c) Use a microfibre laundry bag when washing