I have received the wrong product or garment
Should you receive a delivery containing damaged or wrongly packaged item(s), the wrong
size or product, please contact O'Neills Customer Service and we will do everything
we can to help. Please quote your order number in your email or on the phone.
I want to cancel an order I just placed online
We may be able to cancel orders before processing. Please email O’Neills Customer
Service as soon as possible to cancel your order.
Personalised items e.g. club garments, cannot
be amended, cancelled or returned. Please ensure you check all details
including size, name spellings etc.
I ordered the incorrect size
If your order has not been
dispatched, we can make the required changes. If your order has been
dispatched, once you receive it, you can contact us to arrange an exchange. Please
note, we are unable to offer a refund or exchange on: all jerseys personalised
with a name, number, long sleeves, player fit, or between sizes 5XL - 7XL, half
/ half jerseys and any personalised or made to order goods NB:
this includes all club shop items.
I am missing items from my order
Sometimes your goods will be delivered on different dates, so first of all, check
your emails from us to see if any of your items will be arriving separately.
You will not be charged any additional postage costs.
If the delivery note says an item should be in your parcel but it isn't, please
contact Customer Service by email at help@oneills.com or phone. Quote your order number and let us
know the item(s) you believe are missing.
You can check on the status of your order with us any time before it has been
sent for delivery.
If you ordered using your account you can view the progress through your account
dashboard under 'Recent Orders' or 'My Orders'.
If you checked out as a guest you can
Click this link
and enter your order ID (this would have been available on order confirmation
and also sent in an email to you), Billing Last Name, Email address used when
placing the order or Postcode/Zipcode.
Once your order has been dispatched you will recieve an email with tracking information
that will allow you to further track the delivery with the courier service.
Why haven't I received an order confirmation email?
USING A GMAIL ADDRESS? PLEASE CHECK THE PROMOTIONS TAB INBOX
Sometimes our emails may get filtered into your emails junk / spam folders.
By adding our email address to your safe sender list this will enable you to
receive our emails into your Inbox and reduces the chances of having problems
receiving emails from us.
Each ISP (Internet Service Provider) has spam filters which keep both white listed
addresses and blacklisted addresses. If an address is on a person’s white list,
then mail from the specific sender will be allowed.
To ensure you receive all of our emails please make sure you add info@oneills.com
your address book.
To ensure that you receive our emails please follow the instructions below for
your specific ISP.
Google Mail
- Open the email.
- Click on the "More options" link next to the date.
- Click on "Add sender to Contacts list" in the options.
-
The email address has now been entered into your Gmail contacts list
Hotmail
- Open the email.
-
Click "Options" (at the top right hand corner of the screen) then "More Options"
at the bottom of the dropdown list.
-
Select "Safe and Blocked senders" then click "Safe Senders".
-
Copy and paste info@oneills.com into the box provided and click "add
to list".
-
Our email address has been successfully added to your safe sender list.
Microsoft Office Outlook 2003
- Open the email.
- On the toolbar click "Actions"
- Select "Junk E-mail" from the drop down menu.
- Select "Add sender to safe senders list".
-
A dialogue box may appear with the words "The sender of the selected message
has been added to your safe senders list". Click OK to confirm.
-
The email address has now been entered into your Outlook contacts list.
Yahoo!
- Click the "Add" button next to our email address.
- Open the email.
-
If not there already copy and paste info@oneills.com into the email
field and click "Save".
-
A dialogue box may appear with the words "Contact was Added" beside a green
tick. Click OK to close the dialogue box.
-
The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
- Open the email.
- On the tools menu click "Options".
- On the Preferences tab under email click Junk E-mail.
-
Click the Safe Senders or Safe Recipients tab and select Add.
-
In the Enter an e-mail address or Internet domain name to be added to the
list box copy and paste info@oneills.com and click OK.
- The email address has now been added to your Contacts list.
AOL Mail
- Open the email.
-
Hover over the from address to give a small dropdown. Select "Add contact".
-
If the email address does not appear in the email field copy and paste info@oneills.com
into the box provided. Click Add contact to confirm.
- The email address has now been added to your Contacts list.
What do I do if my order arrives faulty or damaged?
O’Neills are committed to selling high-quality products that we hope you will
enjoy. If your order is faulty you can return it for a replacement by following
this link:
Returns & Exchanges
Please note the nature of the fault on the returns form included in your delivery.
If you believe a product you have purchased from our website has a fault, you
should return it as soon as possible (within 6 months of purchase) to O’Neills.
Following an assessment of the fault we will contact you to advise you of our
decision.
Depending on the fault we will in this order:
- Repair the product, or
- Replace the product, or
- Refund
For quotes on bulk orders we ask that you get in touch with one of our O'Neills
Sales Representatives who can go over pricing/design with you personally.
Please email Customer Support on help@oneills.com so that we can put you in touch
with the Sales Representative for your area. In your email please be
sure to include:
- Club / Organisation name
- Club location
- Contact details