Welcome to our Customer Help Center
WHAT HAPPENS AFTER I PLACE MY ORDER
You will receive an email confirmation from us when an order processes and confirms successfully. This will be received within 2-3 minutes after placing your order. The email would contain your Order ID number and the details of your order. Please double check your spam/promotions inboxes if you are unable to locate it. Should you have placed your order via your account with us, you can also view progress and updates at any time. You can do so by logging in here.
Once your order has been placed, we aim to process this as soon as possible. Our distribution team will carefully pick and pack your Aran.com order and have it on its way to you within 24 hours of your order being placed.
HOW CAN I PAY FOR MY ORDER
We accept VisaCard, MasterCard, Discover, American Express and PayPal.
Transactions are processed in USD on our website. We can process your chosen currency over the phone, just let us know and we would be happy to call you.
When ordering via our website we recommend doing this through your Aran.com account with us to maximise your shopping experience.
I NEED TO CHANGE MY ORDER
Once your order has been placed, we are unable to make any changes.
CAN I CANCEL MY ORDER
Once your order has been processed by our distribution team, we are unable to make any cancellations.
If you refuse delivery of your package, we are unable to refund the original shipping charge and in some cases you may be liable to pay an additional shipping fee for the return transit of the package and/or re-stocking fee.
WHAT SHOULD I DO IF I AM MISSING PRODUCTS FROM MY ORDER
In order to ensure your order is delivered in the same perfect condition it leaves us in, we may package your order into two or more packages. Your tracking will show how many pieces are in your order. We advise checking your tracking number, and if you are missing anything or something has arrived incorrectly please let us know by contacting us on email@example.com
WHAT IF I RECEIVE THE WRONG PRODUCT
Sometimes (very rarely) human error can occur. If this happens, please contact us immediately with a photo of the problem, and we'll take care of you. You can contact firstname.lastname@example.org with the photo.
If you have confirmed a pre-order with us, we will be in touch with you via email to confirm the details.
HOW CAN I TRACK MY ORDER
You can track your order using the tracking number provided in your order dispatch email.
How do I work out what size I should order?
Please remember, wool is a natural fibre and has a strong element of flexibility. If your garment feels slightly small at first, give it a gentle stretch which will loosen the fibres in a way that will not damage the garment or cause it to lose its shape.
How To Care For Your Aran Garment
Wool is a renewable and sustainable material that provides protection against the elements and is more resilient to wear and tear, than that of synthetic fibers. There are various ways in which you can care for your Aran garment to help promote its lifetime, allowing you more time to treasure it.
How To Wash
We recommend airing your garment regularly rather than over cleaning it as this can damage the quality of the wool and cause breakage to its fibers overtime. However, if you do need to wash your garment then we recommend the following guidelines:
- Never put in a washing machine or tumble dryer.
- For best results we recommend a 5-10 minute soak in Woolite Cold Water Wash.
- Gently squeeze suds through. Do not rub, twist or wring.
- Squeeze gently and roll in a towel to remove excess water.
- Pull out carefully into natural sweater shape.
- Dry flat to avoid stretching and avoid direct heat or sunlight.
How To Store
- To ensure your sweater retains its shape, we recommend that you store folded as in the Aran Sweater Market, rather than hang, as this may cause your garment to stretch over a long period of item.
- We recommend you store your Aran Sweater or garment in a cardboard box, muslin linen bag or acid-free tissue paper to allow the natural fibers to breathe while they are in storage.
- We also recommend using an a moth deterrent such as a mothball or lavender as a natural remedy, during the summer months when you may not be wearing your sweater as frequently.
We currently operate a Flat Rate Shipping Offer worldwide, which means you only pay to ship 1 item within each order to a singular shipping address – that’s right, add as many items as you wish to your individual order, but only pay to ship 1 item.
How can I track my order?
All items are sent via our Express Delivery Service (unless you are ordering a single, small item) which comes with a DHL Tracking ID – this tracking ID will be sent to you via email when your order has been packaged and processed by us, so you can follow your order from the Aran Sweater Market right to your door! Please note during peak times courier systems are a little slower to update, but be assured, your package is moving along.
How long does it take to ship my item?
Average express delivery (Business Days):
- Ireland - 1 Day
- UK & Europe - 2 Days
- USA & Canada - 3 Days
- Australia & New Zealand - 3 Days
- Japan & South Korea - 3 Days
- Rest of World - 3 Days
How much shipping do I pay?
Worldwide shipping is calculated at a flat rate according to your shipping address, therefore variations can occur within different countries and states, etc. Once the flat rate has been identified, you will not be charged for the shipping of any other items within your order (to a singular shipping address), as these will all be shipped free of charge.
Do I have to pay taxes & duties?
- Please note that any taxes and / or duties on your order will NOT be included in your online total and are not the responsibility of the Aran Sweater Market.
- DHL Worldwide will charge the package recipient all applicable duty, taxes and /or brokerage fees, should any apply, at time of delivery. As the Aran Sweater Market has no control over such taxes or charges, they are not calculated in your online total.
- Please contact your local customs office for more information regarding these charges, which are assessed by weight and volume once your order is received into the country of the recipient.
Any customer located within the EU and having their order delivered to an EU destination is not required to pay customs/duties based on EU regulations.
Shipments leaving Ireland and entering the UK will be subject to customs clearance as per Brexit guidelines. Normally orders over £120 can be expected to be charged by UK Revenue & DHL/FedEx.
-Non EU shipments:
Please note that any taxes and / or duties on your order will NOT be included in your online total and are not the responsibility of the Aran Sweater Market. DHL Worldwide or FedEx Express will charge the package recipient all applicable duty, taxes and /or brokerage fees, should any apply, at time of delivery. As the Aran Sweater Market has no control over such taxes or charges, they are not calculated in your online total.
Gift Certificates, Vouchers & Coupons
Vouchers, Promotions & Gift Certificates
Looking for that perfect last minute gift? Aran.com Gift Certificates can be purchased on our website via the following link https://www.aran.com/giftcertificates.php. Gift Certificates must be purchased in USD and can only be redeemed online.
How do I redeem USD$20 Voucher?
Your unique Voucher Code is displayed on the front and back of your voucher, see below:
I have received a Discount Code via email, how do I redeem this?
- In your Shopping Cart, type your Voucher Code into the “Coupon Code” field & click "GO"to get $20.00 off your order:
If you have any queries relating to your discount voucher code, contact us & we’ll be happy to help. Please note, discount voucher codes must be applied at the time of checkout and cannot be deducted after you place your order.
We can only allow for one coupon or promotional code per order.
Join Our Aran Marketplace
By signing up to our marketplace you will receive the latest special offers and promotions exclusive only to our email subscribers.
From discounts on best sellers to special promotional codes for product ranges, you will also receive tips and advice on wearing our Aran knitwear along with updates on all our latest news from our official Blog.
Click here to be part of our Aran Marketplace!
Returns and Exchanges
We are 100% confident that our authentic Irish Aran knitwear will reach you in perfect condition as each of our garments are quality checked by hand and fully approved before leaving our store. Read latest customer reviews here.
All Aran sweaters, cardigans, jackets, coatigans, ponchos, shawls & wraps are issued with an individually numbered, signed and stamped Certificate of Authenticity so you are guaranteed that you will receive a superior product that will last for generations.
Our Refund and Returns Policy
EXTENDED 6 MONTHS RETURNS FOR YOU
If for any reason you are not completely satisfied with your recent purchase, we are happy to offer an exchange or refund on your item(s) within 6 months of the purchase once the item is unworn with all original tags attached. (NB: we do not accept returns on earrings due to hygiene)
Please note that returns are usually processed within 7 business days from receipt at our returns centre. This may be slightly longer during peak times.
Exchanges are shipped with 24 hours of processing your return. A member of our team will contact you if there is any delay with shipping your exchange e.g. if the item you requested is unavailable.
Refunds are submitted within 48 hours of your return being processed. You will be refunded the price paid for the returned item(s) and this will not include the original shipping fee paid to deliver your order. Once the refund has been processed you will receive an automated confirmation email indicating that the refund will be paid into your account. This normally takes 2-3 working days but please note that payments to your credit/debit card always depend on your bank provider
Our Exchange Procedure
We know that sometimes, you might want to swap for another product, size or colour. Whatever it may be, we have you covered with our hassle free exchange service. We require the following information to get your exchange started:
- Order Number
- Detail the reason for exchange
- The Item you would like to purchase as part of the exchange
- Your full postal address
- Your telephone number so that we may call you to arrange payment for the return shipping
Once payment has been taken, we offer a drop-off service with FedEx Express, or a pick up service with DHL Express. This means you will receive printable returns documentation to your email address. The returns label we provide you with will have all the relevant customs information required to clear your package through customs if needed. It is important that this information is included for your package to clear customs without any additional charges and in a timely manner.
Our Return Policy
If the reason for return is not based on a defect within the garment then you will be required to pay shipping for the item you wish to exchange or refund.
In the unlikely event of your product not having reached you in perfect condition please contact us immediately to arrange a return for a replacement. All we need the order number and a photograph of the issue so we can authorise the return. Damage/fault claims must be submitted within 2-3 days of receipt of your order, and we’ll look after you from here.
Fair use of return/exchange service
While we are happy to offer a hassle-free return service to our valued customers, please note that there are a few circumstances under which we reserve the right to refuse a return request. For example:
If labels are not attached, or we suspect that the item has been worn.
If we notice an unusual or suspicious pattern of returns activity, such as a very high volume of return or exchange requests.
Our returns team work very hard to process returns and exchanges quickly and effectively, but in order to provide this service we must ensure that all return requests are fair and legitimate.