Help Center

Frequently Asked Questions (FAQ) – CATHERINES IRELAND

When will my order be processed?

We process orders Monday–Friday. Most orders are processed and handed to the carrier within 1–3 business days of payment. We don’t dispatch on weekends or public holidays.

How long will delivery take?

After processing, delivery to Ireland/EU typically takes 5–12 business days (estimated) depending on your location and carrier capacity. All shipments include online tracking.

Will I pay customs/VAT?

Orders shipped from outside the EU (e.g., Shenzhen/Hong Kong) may be subject to import VAT, duties, and brokerage fees on arrival in Ireland/EU, unless we’ve clearly collected them at checkout. These charges (if any) are the customer’s responsibility.

What are the return conditions?

You can return within 30 days of delivery. Items must be unworn/unused, with tags attached and original packaging, and include proof of purchase.
Exceptions (unless faulty): personalised items, gift cards, final-sale items, and earrings/body jewellery with a broken hygiene seal (EU hygiene rule).

Who pays for return shipping?

Our error (defective/damaged/incorrect item): we cover or reimburse reasonable return shipping (or provide a prepaid label where available).
Change of mind / customer error: the customer pays return shipping and any non-recoverable original shipping/handling, as allowed by law.

How do I start a return?

Email support@catherinesireland.com with your order number, item(s), and reason. If approved, we’ll issue an RMA with the correct return address (HK/Shenzhen) and instructions.
Please don’t ship items before receiving your RMA—unauthorised returns may be refused.

EU Right of Withdrawal (14-day cooling-off)

For deliveries within the EU (including Ireland), you may withdraw within 14 days of delivery without giving a reason. Return items unused, with tags and original packaging. Standard delivery costs may be refundable per EU rules (extras like express may not).

How long does an exchange take?

Once your return is received and approved, exchanges are typically resolved within a few business days. The fastest route is to return the original item and place a new order for the replacement.

What if the item I want for exchange is out of stock?

Where can I find my order number?

In your order confirmation email. If you can’t find it, email us and we’ll help.

What should I do if I received a damaged or defective product?

Email support@catherinesireland.com within 7 calendar days of delivery with photos/videos. We’ll prioritise a replacement or refund after review.

What if I return after the window?

Please send returns within 30 days. If that’s not possible, contact us—depending on the circumstances, we may offer an exchange or store credit.

How long does a refund take?

After we receive and inspect your return, refunds are issued within 10 business days to the original payment method. Your bank/card issuer may need a few extra days to post the credit.
Per EU rules, we refund without undue delay and may withhold until we receive the goods or proof of return.

My order is incomplete—what now?

Orders with multiple items may ship in separate parcels and arrive on different days. The remaining items usually arrive within 1–3 business days of the first delivery scan.

Need more help?

📧 support@catherinesireland.com
We’re here to help!