FAQs

What if I need to change my order?

Yes. As long as we haven’t shipped your order we will do our best to accommodate any changes. The best way to change an order is to email us at hello@faerly.ie with your order number and any changes that you need.

Can I change the delivery address on my order?

Yes, as above.

I haven’t received my order confirmation email

First, please double check your spam or junk folder as our order confirmations can sometimes end up there. Still don’t see it? Drop us a line at hello@faerly.ie and we’ll check it out for you.

My order hasn't arrived

First check the tracking link on your order dispatch confirmation.  Is your order showing as delivered, but you haven’t received it? Please double check that the address provided is correct (sometimes autocomplete can cause errors in addresses). Could it have been left with a neighbour or in a ‘safe space’ around your property by the courier? If you still have no luck please do not worry, just drop us an email to hello@faerly.ie with your order number and we will help to figure out what has happened.

Something’s wrong, missing or damaged in my order

We are really sorry about this. We pack all our orders ourselves and sometimes human errors happen. Please get in touch with us right away and we’ll put things right. If an item has been damaged during shipping, please include a photo with your email to us.

How do I add a discount code

You lucky thing - we don’t give these out very often! When you check out, after you click the ‘Place Your Order’ button, enter the code in the box labeled ‘Gift card or discount code’ and click apply. Please note that this is not currently available with the Google Pay option,  just in the standard checkout.

Can you write a message with my order?

We would love to! Just enter your gift message in the gift note box when you check out, or drop us an email with your order number and the message you would like to include. We’ll print this on a beautiful recycled paper card and include it with your order.

Do you include an invoice in the order?

We don’t include any receipt, invoice or other paperwork in any order, whether they are gifts or not, to help reduce paper waste. Instead, we’ll send a confirmation email including order details and cost.

Do you gift wrap orders?

Yes! Just add this item ‘Build your own Gift Box’ to your order and we’ll pack your order as a gift box. Inside our gift box, your products are beautifully wrapped with eco-friendly tissue paper and recycled zig zag kraft paper filler. We’ll add your gift message to a beautiful card printed on 100% recycled shiro card using plant based inks by Ireland’s only eco printers The Factory in Offaly. 

Can I order in bulk for my business?

If you would like to order a larger quantity of products for corporate gifting or events etc. please get in touch with us before purchasing. Email us at hello@faerly.ie and we can talk you through discounts, turnaround times and wholesale pricing. 

Can you help me with an order going to multiple addresses?

Yes, we’d love to. Just drop us a line at hello@faerly.ie. We’ll need the delivery details for each recipient and we will set up your order and send you a single link to pay.

I need a VAT receipt?

No problem, just drop us a line with your order number to hello@faerly.ie and we’ll email you a VAT invoice in PDF format.

How are corporate orders packaged?

We will pack each order in our Faerly eco friendly gift boxes, with coloured eco-friendly  tissue paper (choose from turquoise, yellow or pink), kraft recycled paper zig zag fill and include a Faerly gift card with a message of your choice printed on the card. We can also include your logo on the card, All our packaging is 100% plastic free, recyclable and compostable.

How long will my order take?

We aim to ship all orders by the next working day. Most orders in Ireland are delivered with DPD which is a ‘next working day’ service. In some areas DPD will deliver on Saturdays but we can’t guarantee this. You will get a confirmation email once you have placed and order with us. You will then get a follow up email once your order has been shipped. This will include your tracking link so you can keep an eye on delivery times. 

What is your free shipping policy?

We offer free shipping when you spend over €75 to anywhere on the island of Ireland (Republic of Ireland and Northern Ireland). For orders under €75 delivery is €5.95 for tracked overnight delivery with DPD.

What is your returns policy?

Our number one goal is to make sure you are happy with your purchase. See our Returns & Exchanges page for info on returns and exchanges.

Do you ship internationally?

We sure do. For Europe just select the relevant country when you check out and you’ll find our shipping rates here.

For UK and non EU countries we’ll have shipping options available in the checkout very soon. In the meantime just contact us at hello@faerly.ie and we will create your order at this side and send you a link to pay.

Do you offer click & collect?

Yes, you can collect your order for free from our base in Kilcullen, Co. Kildare. Just select ‘Pickup’ when you check out and we’ll send you collection info in your order confirmation email.

Do you sell gift vouchers?

Is your packaging recyclable?

We ship all of our orders in 100% plastic-free packaging. All of our packaging is plastic-free and is recyclable and compostable, except for our shipping labels but we’re working on that. We don’t include any paper packing slips in our orders.

What packaging do you use?

To package our orders we use plain brown kraft boxes made from recyclable and biodegradable eco friendly cardboard, sourced from reputable Irish suppliers. We choose not to brand our boxes so they are easy to reuse and recycle. We use paper packing tape with water activated adhesive and printed with eco friendly plant-based inks. The tape is recyclable, biodegradable and certified home compostable. We hand stamps the inside of the boxes ourselves using water-based inks.

Our thank you cards are printed on 100% recycled shiro card using plant based inks by Ireland’s only eco printers The Factory in Offaly. 

Our everyday tissue paper is actually repurposed and 100% recycled newsprint paper off cuts from Germany that’s Blue Angel certified. For our gift packaging we use plain coloured unbleached tissue paper and 100% recycled kraft paper zig zag fill.

When we print stickers these are either on uncoated paper stock, or our new stickers are printed on grass paper. Grass paper is an FSC-certified paper made from 30% sun dried hay and 70% FSC-certified pulp. Grass paper is produced using special grass pellets that are processed mechanically without using any chemicals. Compared to wood pulp processing, this requires 97% less energy and 99% less water consumption to produce. As the grass originates from areas close to the factory, logistics expenses are also minimized, resulting in CO2 savings of up to 75%.

We ship our orders in the smallest possible package to reduce the volume of our shipments. If we can fit our orders in a paper padded envelope then that's our first choice.

As much as possible we reuse any suitable materials from our incoming deliveries when sending our orders to our customers. This includes cardboard boxes, paper void fill, biodegradable cornstarch peanuts and shredded cardboard.

Are your shipping labels compostable?

No, but we’re working on it. A bug bear of ours is that our shipping labels are printed with a thermal printer. Thermal printing paper is not recyclable or compostable due to the chemicals used in its manufacture. We’re currently taking part in the Green for Micro programme with our Local Enterprise Office and through that we hope to source a sustainable and biodegradable alternative. Watch this space!