FAQ

1       My credit card does not seem to work on your site.

Sometimes banks fail to authorise online transactions from overseas sites to protect your card security.  If you contact your bank in this instance and let them know you are making a purchase on hand.croanftp.com they should then authorise the transaction.

2       What do I do if I have a problem placing an order?

Make sure all of the credit card, billing and shipping information is correct. Make sure the billing address is the same as the bank billing address.  If all this fails, ring us on +353 (0)1 123 4567or contact us on info@croan.ie and request a call back. We like to process our orders in the morning time, so if possible request the call back between 8am and 1pm EST.

3       I’ve changed my mind after placing my order, I would like a different colour/size. Is this possible? 

Send us an e mail  as soon as possible to info@croan.ie, explaining the situation and quoting your order number(you will have received an order confirmation by this time) and we will do our utmost to rectify the situation. If the order has not been processed, we should be able to change it.

4       I’d like to add another item to my order, can I do that?

We are sorry but once an order goes through checkout and the payment is processed we cannot change it. If you do make another purchase, put a comment with it so that we will try to ship both together. If this happens and you have opted for fast shipping in both instances, we will refund you the second shipping charge

5       I want to send a gift to a friend, how will they know who it is from?    

At the checkout stage you can request gift wrapping and gift card at no extra cost. You can tell us what to say on the card. Don’t forget to give us the recipient’s phone number when filling in the shipping to section to help us with delivery.

6       How long does it take to process the order?

Normally all items are in stock so orders are processed in 24-48 hours. You will receive a confirmation e-mail to let you know your order has shipped.  If you have opted to pay a little extra for faster shipping you will get a tracking number also.

7       How long will it take for the gift to arrive?

For all shipping times click here.

8       Will I have to pay VAT or excise duties?

VAT does not apply to items being shipped/sold outside the EU. Within the EU and UK Vat is applicable at the Irish rate of 23% unless you have a business with a Vat number. WithinIrelandall goods are subject to VAT at 23%. Excise duties may be levied by some countries, please check with your own authorities.

9       Will my credit card details be safe on your website?

We want your shopping experience with us to be as pleasant as possible. We use REALEX payment processing so we do not handle your card details. We accept all major credit cards. Your card information is 100% safe

10  Will you protect my privacy?

Information collected on this site is only used to facilitate easier use of the site. The information is not released to any third parties. We are 100% committed to protecting your privacy, see privacy policy