Customer Service

Here to Help We aim to match our great products with great customer service…

WHAT IF MY ORDER HASN’T ARRIVED?

To the most part, all products are custom-made especially for you.  You must allow up to 2 weeks for production of the piece. After production, you should allow 2-3 days for delivery to Rep of Ireland and UK, 7 to 15 days in Europe, and up to 28 days in the rest of the world. If after this time you have still not received your order, contact our Customer Service Department quoting your Order Number: Email: careCHARACTER SEQUENCE@macrame.ie

THERE’S A PROBLEM WITH A DELIVERY I’VE RECEIVED

Please contact our Customer Service Department quoting your Order Number: Email: careCHARACTER SEQUENCE@macrame.ie

YOU SENT ME A DAMAGED OR DEFECTIVE ITEM

If the item is either faulty or damaged please contact our Returns Team, quoting your Order Number, and they will arrange for a replacement or refund: Email: careCHARACTER SEQUENCE@macrame.ie

I HAVEN’T RECEIVED EVERYTHING I ORDERED

Please note that if you ordered more than one item, your order may be despatched in more than one package; therefore you may not receive your whole order on the same day. You will receive an email notification when those items have been despatched. If the contents of the package delivered does not match the accompanying advice note please contact our Customer Service Department, quoting your Order Number: Email: careCHARACTER SEQUENCE@macrame.ie

YOU SENT ME THE WRONG ITEMS

If items have been supplied in error please contact our Customer Service Department, quoting your Order Number: Email: careCHARACTER SEQUENCE@macrame.ie

CAN I EXCHANGE AN ITEM?

No, you cannot exchange an item (unless as laid out above) as it will have been custom-made for you.

WHAT IS YOUR RETURNS POLICY?

We will happily refund any of the items which are faulty, damaged, or not as ordered.  We cannot except a request for exchange due to each piece being custom made. If items are faulty, damaged, or not as ordered, please contact us immediately at careCHARACTER SEQUENCE@macrame.ie You should return faulty, damaged, or not as ordered items in their original condition within 30 days from date of invoice. We will issue a full refund for the price you paid for the item.

HOW TO RETURN AN ITEM

To return an item, please pack the item securely, enclosing the order form. For your own protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. For further advice contact our Returns Department: Email: careCHARACTER SEQUENCE@macrame.ie

WHAT ARE MY RIGHTS UNDER THE DISTANCE SELLING REGULATIONS?

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within seven working days following the day on which you receive the goods. Please ensure that the goods are returned in their original condition. You should notify us by e-mail. Post the securely packaged goods back to the Returns Department straight away using a recorded delivery service. We will reimburse you in full on receipt of the returned goods to us. You will, however, be responsible for the costs of returning the goods to us (unless these goods are faulty or have been delivered by us in error).

WHEN DO I GET MY REFUND ONCE I’VE RETURNED AN ITEM?

Your credit card will normally be refunded within 7 days of your return being received in our warehouse