1. How to shop with FAI online
How do I find what I'm looking for?
Do I need to be registered to buy?
How do I add a product to my basket?
How can I see what's in my basket?
How do I remove an item from my basket?
How can I pay for my order?
2. Customer Service
How can I contact FAI?
3. Delivery & Returns
What is the delivery fee?
How quickly will I receive my order?
What if a delivery attempt has been made?
How do I change or cancel an order?
Can I return a product?
4. Security
Is all the information I give confidential?
Is it safe to use my credit card?
5. Duties & Customs fees
Who pays for duties and customs fees?
1. How to shop with FAI online
How do I find what I'm looking for?
In order to find a particular product type e.g. jersey, simply type in this word in the search engine box located on the top right of each page. The search engine will bring up that particular product. You can also browse through our range of products using the categories on the left-hand side of the page.
Do I need to be registered to buy?
No. You can purchase from FAI without being a registered member, and access the regular checkout.
How do I add a product to my basket?
To add a product to your basket, simply click the "Add to basket" button located below the description of the item. This will automatically add the product to your basket.
How can I see what's in my basket?
You can view the contents of your basket at any time by clicking on the "basket" link located at the top of the page. If you have a product in your basket, you will also see a quick summary of the contents of your basket..
How do I remove an item from my basket?
If you have added a product to your basket and no longer wish to purchase it - simply access your basket and click the "remove" button next to the item you do not wish to purchase. This will automatically delete this product from your basket.
If you wish to empty your basket from all items, click on the "Clear all" button.
How can I pay for my order?
FAI accepts Visa, Mastercard and Laser card. All prices are charged in Euro. Please be aware that we can not accept Switch, American Express or Solo Debit Cards.
2. Customer Service
How can I contact FAI?
Order / Product / Delivery Queries:
Carroll's Gifts and Souvenirs - Head Office
33 Lower Gardiner Street
Dublin 1
Ireland
Phone: +00353 1 8746696 ext 3 or ext 150
Fax: +00353 1 8734455
(Monday to Friday 9-5pm)
Email: web@carrollsirishgifts.com
Carroll's Gifts and Souvenirs Store is a company registered in the Republic of Ireland (registration number: 88540).
3. Delivery & Returns
What is the delivery fee?
We deliver worldwide, and the delivery fee is calculated based on the overall weight of your order.
How quickly will I receive my order?
All our packages are delivered by DHL, a premium, highly reliable and express service!
Please Note, all orders are dispatched on Monday's, Wednesday's and Friday's by 2 pm. If you
have any queries about your order, please contact us via email at web@carrollsirishgifts.com
If any of the items from your order are not in stock,
we will inform you via email before we process your order.
Shipment Notification Email
Shortly after we dispatched your order, you will received a Shipment notification email with your tracking number or waybill number.
Tracking Services
DHL’s online tracking is the fastest way to find out where your shipment is. No need to call Customer Service when we can offer you real-time details of your shipment’s progress as it speeds through the DHL Network on the way to its destination. You can check the status of your order using any of the tracking services below.
How to use DHL On-line Tracking
1. Click on the following link: http://www.dhl.ie/en.html
2. Add your tracking number and press "track"
3. A pop-up Box will appear with the latest shipment status and tracking history.
Simple and easy to use!
How to use DHL eTrack?
1. Create an email and enter your waybill number or you can forward the email sent from FAI to DHL and the system will automatically find it within the text and send you a reply.
2. Address the email to track@dhl.com. To send the results to other people, enter their email addresses in the CC field.
3. Send the message and receive the results via return email within seconds.
How do I use DHL Express SMS?
DHL Express SMS allows mobile phone users to track the status of your shipments. Simply text us the waybill number and we'll respond with the status within seconds. You can forward the text to colleagues, friends and family.
1. Select "the messages"(sms) menu on your mobile phone, then enter your waybill number in a new text message.
2. Send the message to +44 7720 33 44 55 (DD HH LL on the telephone keypad),
then put this number in your phone's memory for future use.
3. In a few moments, you will receive a return SMS message with the details of your shipment.
How to track you order using FAI Reference number?
If for whatever reason, you have misplaced your tracking number, you are able to track your shipmentrs using the first 6 numbers of your FAI Reference number on your Order form.
1. Click on the following link: http://www.dhl.ie/en/express/tracking/shippers_reference.html
2. Add in the Shipper's Reference field, the first 6 numbers from your reference number.
3. Enter as "Date range for shipment - From" , the date you placed your order.
4. Enter as " Date range for shipment - To" , a week after you placed your order.
DHL does not need an exact date, just an aproximate date range to do a Search.
5. Click "Track".
6. A pop-up Box will appear with the latest shipment status and tracking history.
Quick answers to common DHL Express Tracking Questions
Just click in the link below
http://www.dhl.com/en/express/tracking/tracking_faq.ht
To ensure prompt delivery we must have accurate and complete address details to ensure we can make one delivery charge per delivery address.
What if a delivery attempt has been made?
Our delivery services will make every effort to deliver your package however if the information provided (address or local telephone number including local area dialling code) is inaccurate or no person is available to receive and sign for the package after due notification, then the customer will be liable for any additional charges for resending the package.
How do I change or cancel an order?
When you purchase online, you have a statutory right to return a product (other than perishable produce) up to 7 days after your order has been delivered (cooling off period). We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the item to us and we will organise a refund (excluding delivery cost). For queries about an order, contact us at web@carrollsirishgifts.com. You can also call +00353 1 8746696 ext 3(calls are charged at a local rate. Lines are open Mon-Fri 9am-5pm)
Can I return a product?
When you purchase online, you have a statutory right to return a product (other than perishable produce) up to 7 days after your order has been delivered (cooling off period). We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the item to us and we will organise a refund (excluding the return delivery cost). If an item is damaged or faulty please contact us and we will organise a replacement or refund. You can post your goods to: Carroll's Irish Gifts - Web Department, 57 Upper O'Connell Street, Dublin 1, Ireland. Please include your reference number.
4. Security
Is all the information I give confidential?
Yes. All information given to FAI will be used only by FAI. We will not sell your information to anyone else and all information is encrypted on our secure server to prevent any unauthorised persons gaining access.
Is it safe to use my credit card?
FAI, in conjunction with Realex has used the latest technology to ensure that your details remain private and secure. All information is encrypted and credit card details are secured under two levels of security layers called Firewalls.
FAI reserves the option to not process any orders if information provided does not meet its required levels of verification.
5. Duties & Customs fees
Please note that some orders might be held in customs delaying the time of delivery. The FAI team is responsable to give information to customs of the content of the package.
