Frequently Asked Questions
Q - How do I track my order? –
A – All orders will be delivered by An Post. To track your order please go to: www.anpost.ie and enter in your order reference number which was sent to you in your order confirmation email which will have come from “Eason Online” with the subject line “Easons Receipt” – An Post track and trace system allows you to track your item from dispatch to delivery.
Q - When will my order be delivered? –
A – Once you have place an order we will get it picked, packed and despatched within 2 days. On some occasions, depending on the item, it may take up to 5 working days if the book has to be first sent to our distribution centre. It will then be picked up by An Post who deliver Monday to Friday, 9am – 6pm. Saturday and Sunday are not working days therefore are not included within the delivery timeframe. Once your order has been despatched you will receive an email notification and thereafter you will receive delivery updates from An Post keeping you up to date with the progress of your delivery and when to expect them to deliver your order. For full delivery information follow this link to our delivery page.
Q - Can I change my order/delivery address? -
A - Once your order has been placed, it is generally too late to adjust items within your order or changes to your delivery address, as your order will have been sent to the warehouse almost immediately. If you have just made your order and realise that you have made a mistake with any of the order details please call 01-8448815 and have your order reference number to hand. Please do not email with these requests as we will be able to take action quicker via a telephone call.
Q - How do I return an item? -
A - We accept returns up to 7 days after dispatch if the goods are still in the same condition that they arrived to you in. If you would like to return goods, contact firstname.lastname@example.org to request a returns document, which must be printed and attached to your parcel. Post the goods back to us with all paperwork enclosed and we'll credit your account. Note: postage on returned goods will be borne by the customer, unless we were at fault.
For items returned by post:
- The items must be in the original condition and packaging with any security seals intact
- Repackage the products securely and send to the address provided on the returns form
- Include the reason for the return, the invoice number and your email address or telephone number
Restricted Returns: Certain goods, such as print-on-demand titles or special limited editions, are not eligible for return. This will be indicated to you before you place your order.For information on delivery times and charges, please see our Deliveries page.
Q - What can I do if something is wrong with my order? -
A - We are really sorry if we have made a mistake. If we have sent you an incorrect item, please return it following the standard returns procedure and we can then resolve the error. We will of course refund your return postage costs, if there was an error on our part. If you need further information on this, please call us on 01-8448815.
Q - An item is Out Of Stock -
A - If you have ordered an item and it now appears to be out of stock, you may have ordered the last one. If any stock errors occur, we will contact you via phone or email to inform you of this and offer an exchange or refund. If an item is out of stock it will display on the site with a Notify Me button. By clicking this, you can set up an alert to go to your email address which will let you know when the item has come back into stock.
Q - Can you deliver books to anywhere in the world? -
A - Yes we can. The postage and packaging charges will be different, so please choose the correct one for the area to which you wish the book to go. If you are unsure, just email Customer Support at email@example.com or telephone us on 01-8448815 and we will tell you the correct amount of postage. For full delivery information follow this link to our delivery page.
Q - How do I cancel an order? -
A - There is a 15 minutes time limit in which you can cancel your order. If your order is still submitting you can call our Customer Service Team on 01-8448815 who will attempt to stop the order before being despatched. This however, is not a guarantee, as your order may have progressed too far within the system to stop it. Unfortunately you cannot cancel your order online. If your order has been despatched you can still cancel your order in compliance with the Distance Selling Regulations.
Q - How do I update my account information? -
A - You can do this by going into 'My Account' on our website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.
Q - I haven’t received a confirmation email? -
A - You should always receive a confirmation email once your order has completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your account information to ensure the correct email address has been inputted.
Q - How do I process my complaint? -
A - Please email any complaints to firstname.lastname@example.org and we will get back to you as soon as we can.
Q - How soon will you reply to my email? -
A - We aim to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay.
Q - Why can’t I add an item to my bag? -
A - If you can’t add an item to your bag, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache, or logging directly on to www.easons.com and searching for your item in our search bar – if the item shows up with a Notify Me button it means the item is out of stock which you can click to set up an alert email to go to your email address when the item comes back into stock.
Q - What is ‘Pending transaction’? -
A - When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date at the point of dispatch. If for any reason the pending transaction fails these checks, Eason’s will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy.
Q – Can you Gift Wrap my order? -
A - When you go to Step 1 of the checkout – “Billing and Delivery” you will see near the bottom of the page “Gift Wrap Service”. Tick the 'Gift wrap my order for an extra €2.50' check-box to reveal a Gift Message field, where you can enter a gift message to the recipient which will be printed out and placed within the parcel. Please note gift messages or gift wrapping can not be added after the order has been placed.
Q – What happens if the order arrives damaged? -
Please notify us if you are unhappy with the condition of the goods. On receipt of the goods we will refund or re-supply as per your wishes. Email the Customer Services Team on email@example.com or telephone 01-8448815.
Q - Are my details secure? -
A - Yes! Rest assured that your personal information is safe - we take every measure to ensure all of your transactions at Easons.com are carried out in the most secure manner. We run a secure server software that encrypts all your personal information, preventing it from being accessed or read by any third party.
Q - I have an Account Login, but it is not being accepted. Why? -
A - The most common reason for this is that the wrong password is being entered. To remind yourself of the current password use the Password Reminder on the same screen. Please note the Password Reminder provides you with words or statement that you input to remind you of the password. It is not the Password itself. If the reminder does not identify the password for you there is also a password replacement option also on the same screen.Neither of these options requires you to input the current password - but our change password option does.
Q - I have been sent a new password, but it is not being accepted. Why? -
A - If you are certain that the password is being entered exactly then issue will be with the Username. Email addresses used as usernames are CASE-SENSITIVE and the most common reason for why your address is not accepted, even though you have just received an email from us, is that the original username was typed in using a different case for all or perhaps some of the digits. Therefore if it is not clear what your exact username is please email us at firstname.lastname@example.org and our technical team will find how it was originally input. You will then have to decide whether to carry on using this version or create a new account.
Q - I'm trying to create an account but my password isn't accepted. Why? -
A - Passwords must be at least 8 characters long. They can contain letters, numbers or both (as well as hyphens, underscores and spaces). Upper and lower cases are considered identical.If your password fits this criteria and is still not accepted please contact email@example.com.
Q - How do I contact the Customer Support Team? -
A - You can do so in a number of ways: Email: firstname.lastname@example.org - Telephone: 01-8448815 - We look forward to processing your order with the speed and efficiency you have come to expect from Eason. We would be delighted to hear your feedback - please do not hesitate to contact us if you have any suggestions. We want to help you as best we can and have therefore collated a list of common questions and issues that you might encounter. If we have missed a question you need an answer to, please do not hesitate to email us with your enquiry.