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Frequently Asked Questions
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    1. General

    How do I create an Aosom account?

    Simply click on ‘My Account’ on top right of the page, then go to ‘Create an Account. Once all fields are completed you will receive an email shortly after. As a member of Aosom IE, you will gain exclusive access to offers and discounts, build up loyalty points and be the first to hear about our latest news and new launches before anyone else (if signed up for Newsletter).

     

    What if I forget my password?

    To regain access to your account, click on ‘My Account’ on the top right of your screen, and click on ‘Forgot Your Password?’. You will need to enter your account email for the access link to be sent.

     

    How do I track my order(s) and see my order history?

    Once logged in, click on ‘My Account’ on the top right of the page. Here you will find all information regarding orders, past and present.

     

    How do I leave feedback?

    You can leave us a review on Trustpilot

     

    How do I update/make changes to my account details?

    You can change you billing/shipping information, manage your address book, check the status of your orders, and change your password, by logging in on the login page

     

    How do I pay for my purchase?

    Once you are happy to check out, simply click on the shopping trolley on the top right hand corner to take you to your shopping cart. On the right side you have the option to add a discount code (this must be done before the next step) or simply checkout via our site or with PayPal. Once your order is completed, you will be sent an email confirmation.

    Please ensure all contact and delivery details are correct before proceeding with payment, as once this is done we may not be able to change or cancel your order prior to dispatch.

     

    I need a VAT invoice, can this be provided?

    For security reasons, we are unable to provide a VAT invoice prior to delivery. Once delivery has taken place, please contact us via email and we will be happy to fulfil your request.

     

    I want to know more about a product.

    We work hard to provide you with all the information about an item. In some cases, if you would like to know more about a product please don’t hesitate to get in touch with us using our Contact Form. We will respond to your enquiry as soon as possible. Alternatively, you can chat with us or contact us via our Facebook Page

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    2. Loyalty

    What is your loyalty rewards programme?

    Our points policy rewards you. When you register with us, you’ll receive points to save up and receive money off future purchases.

     

    Does it cost to join?

    No. Simply register an account with us and you’re ready to start earning straight away!

     

    How does the point system work?

    For every €1 spent, you will earn three points. One point equals €0.01 off a purchase. For example, 100 points equates to €1. You can use a maximum of 30% off an order. For example, €30 of a €100 order. There is no minimum amount of points you can use.

     

    When can I use my Aosom rewards points and how do I apply them?

    You can use your rewards points after your first order. Points need to be added during checkout; however, please be aware that all points will be used in one transaction.

     

    Are my points transferable and how do I check how many I have?

    Aosom points are not transferable nor are they redeemable for cash or anything other than discount on Aosom.ie. Checking your points is easy - simply log into your account and they will be on your main information screen.

     

    Do loyalty points expire?

    Points expire after a year of earning them. Please note, Aosom IE reserves the right to change or discontinue our points policy without prior notice.

    Please have a look at our Points Policy to find out everything about your Aosom points.

     

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    3. Postage & Delivery

    Can I collect my order?

    Regrettably we do not offer on-site customer collection due to our warehouse operations. However, we offer a FREE delivery service to all Ireland locations.

     

    After ordering, when will I receive my package?

    As we operate a 24-hour dispatch, smaller items take 2-3 working days for delivery, whilst larger packages can take between 2-5 working days. We advise checking the specific listing for a clearer indication. Unfortunately, we do not offer express delivery.

    Once your order is received, cleared and dispatched, you will be sent an email with all the tracking information.

     

    Do you deliver outside Ireland?

    In some circumstances, we can arrange delivery outside Ireland, cost dependant. For such queries, please contact us prior to purchasing and we will be able to assist you.

     

    I have ordered more than one item, will they be delivered together?

    Due to operating from different serviced warehouses, we cannot guarantee multiple items from the same order will be delivered together, although we try our best to do this.

     

    Can I place specific delivery instructions on an order?

    Yes you can. To do this, please add your instructions to the ‘Buyers Notes’ section at checkout or contact us via phone/email as soon as your order is placed. Where possible, we will accommodate any special requirements as instructed.

     

    How do I track my order and see my order history?

    Once logged in, click on ‘My Account’ on the top right of the page. Here you will find all information regarding orders, past and present.

     

    I’ve missed my delivery. What happens now?

    If delivery fails, your courier will leave a card with further instructions. We will also attempt to contact you to rearrange delivery.

     

    Can my delivery be left in a secure location?

    If you request your goods to be left in a specific place (without a signature), we are not liable for any theft/damage/loss that may occur with this item ONCE delivery has taken place.

    Please contact us via email and we will confirm if this request can be honoured by the courier.

     

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    4. Returns & Issues

    I’ve changed my mind. Can I cancel my order?

    Due to the fast dispatch and delivery service we run at Aosom IE, please ring us immediately to cancel your order. Providing it has not been already been sent from the warehouse, we should be able to stop the order going out. If, however, the item has already been dispatched, delivery needs to be refused once it arrives at the door. If goods are accepted and signed for, we will not be liable for the return costs.

     

    My item has arrived damaged/faulty/with parts missing. What’s next?

    In the event of this situation, please contact our Customer Service team at your earliest convenience possible, to a maximum of 14 days of delivery to receive an effective solution. If possible, please attach your name, order number, address, relevant photos and part numbers to assist the process.

     

    What’s your returns policy?

    All items must be returned within 14 days of the item being delivered. Please note, we ask our customers to contact us via email before attempting to return any goods for us provide the necessary returns information.

    If returns are deemed unsuitable once received back to us, we will not be responsible for covering any costs incurred from returns postage.

     

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    5. Privacy

    Do you comply with GDPR?

    We fully comply with the EU General Data Protection Regulation 2018 (GDPR). If you wish to access the data we hold on you then please write to us along with your name, address, order details and contact information and we will be happy to process your request within 48 hours of receiving the request. MH star do not sell your information to 3rd parties.