FAQs

Frequently Asked Questions

Sizing

Secure Online Shopping and Payment Queries

Where is My Order?

Tax and Duties

Online Product Availability

Data Protection

Shipping Policy

Returns

Caring for your garments

Gift Cards

Visit Us

 

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Sizing

Our policy is to size our garments generously. You can shop with confidence knowing that the size you choose will fit and that we do not skimp on fabric. On each product page you will find a size chart to correspond with the product. Size charts are available in centimetres and inches.

If your purchase does not fit correctly,  please return the item back to us within 90 days for exchange or refund. If you still have specific questions about a fit of an item or measurement guide, please email  customercare@leevalley.ie

 

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Secure online shopping

What credit/debit cards do you accept?

We accept all major credit/debit cards, or you can pay by PayPal. 

 

What is 3D Secure?

For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying. Typically, you are directed to an authentication page on your bank’s website, and you enter a password associated with the card or a code sent to your phone. This process is familiar to customers through the card networks’ brand names, such as Verified by Visa and Mastercard Identity Check.

 

Is it safe to pay online?

Our store is run on the Shopify commerce platform. Shopify is certified Level 1 PCI DSS compliant. We use the payment gateways Sage Pay by Opayo and PayPal. Sage Pay makes payments safe and secure as all transactions are encrypted to the highest global standards. Sage Pay systems are monitored and audited regularly by Qualified Security Assessors to make sure that it is completely secure. All PayPal transaction data are sent with end-to-end encryption

 

 

A box has appeared asking for my Verified by Visa password. What is Verified by Visa?

Verified by Visa helps ensure that payments are made by the rightful owner of the Visa account, to make online purchases more secure. Visa always offers comprehensive fraud protection to cardholders. With Verified by Visa, you get an extra layer of security to protect your identify and your shopping experience online.

Here is a link to what " Verified by Visa " is if you wish to sign up: https://usa.visa.com/pay-with-visa/featured-technologies/verified-by-visa.html

 

 

Can I pay with my Revolut Card?

Yes, you can pay on our website using your Revolut Card.  Just choose the pay with Visa Debit Card option at our Checkout.

 

 

When I went to click on 'confirm order' after entering my card information, I got a popup saying: 615 -- 001 :: do not honor, what does this mean?

The DO NOT HONOR error message means that your bank has put a block on the transaction. The best thing to do is to call your bank and explain you are ordering online from Ireland and ask them to allow the transaction. Then, try and place your order again.

 

My credit Card is being declined but it works perfectly on other websites

If your transaction has failed to be authorised by your bank, do not worry. It is often common procedure within banks to block overseas/online transactions to protect your credit card security.
Please call your bank and advise them that you are completing an online transaction with leevalleyireland.com. Your bank will then authorise the transaction to proceed, and you will then be in a position to place your order on leevalleyireland.com.
If you have any further issues please email our customer service desk customercare@leevalley.ie  and we will assist you in placing your order.

I get an error when I enter my shipping/billing addresses. What’s going on?

If you are receiving an error message, there may be a problem with your credit card information, billing, or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

My order will not go through. What should I do?

If you’re still receiving an error message after reviewing your credit card information, billing, and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact customercare@leevalley.ie  

 

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Where is my Order?

Where is my order confirmation?

As soon as you place an order you should receive an order confirmation email. Emails sent to our customers may sometimes go into the spam/junk mail folder. Once you place your order, please monitor this folder for updates if you do not receive it in your inbox. If you do not receive an email confirmation, please contact customercare@leevalley.ie with the details of your order

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact  customercare@leevalley.ie   immediately. We generally process orders within 6-12 hours, and once our warehouse has processed your order, we will be unable to make any changes.   

I just placed my order.  Can I add another item to it?

Unfortunately, we cannot add items to an existing order. Please place a new order for the item. 

Can I track my order?

Yes, you will receive an automated email confirmation with a tracking number so you can track your order during transport.

 

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Taxes and duties

What taxes are charged?

Listed prices on this website are displayed in Euro. When purchasing goods from outside of a Eurozone country, all payments will be taken in Euro. Listed prices are inclusive of any applicable VAT. The total price you pay us for products is always the same, regardless of whether or not Irish VAT is chargeable on the sale.

Where you've requested delivery to an EU address, the price paid for the product and the delivery service will usually include Irish VAT.

Where you're not an Irish resident and you've ordered products for delivery to a non-EU address, both the products and the delivery service will normally be zero-rated, with no Irish VAT chargeable on either. However, the price paid by you for the products and delivery services will remain the same as shown on the website.

Listed prices are exclusive of any chargeable import taxes or duties implemented by the destination country of the order recipient. As the person placing the order, you agree to be liable for any such charges associated with your order. Please contact your local customs office for more information regarding these charges.

 

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Online product availability

A product I want to order is currently not available online, what should I do?

Where a product you would like to order is not available, it has sold out. We replenish our items regularly. To be notified of when your required item is back online, simply fill out the ‘NOTIFY WHEN AVAILABLE’ button with your name, email and/or mobile phone number. You will be notified as soon as it is online again. If you have any further queries regarding item availability email customercare@leevalley.ie

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Data protection policy

For full information on our data protection and privacy policy, please click here 

 

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Shipping policy

We offer free standard worldwide shipping on all orders over €55 or local currency equivalent. For orders under €55 the following charges apply:

Standard Shipping

  • Ireland €5 (Free Shipping over €55)
  • Europe / UK €15 (Free Shipping over €55)
  • Rest of World €20 (Free Shipping over €55)

Express Shipping with UPS

Express Shipping Worldwide €30 (Arrives 1-4 Working Days)

Click here for full information on our postage and shipping policy.

 

How long does it take for my purchases to be delivered?

We endeavour to despatch your order on the day it is placed. Express worldwide shipping arrives in 1 – 4 working days.

Standard shipping times take between 2-10 business days for your order to arrive, depending on where you live.

See our shipping policy page for more information.

Orders are not shipped on weekends or bank holidays. If you place an order during a weekend or bank holiday, it will be shipped on the next business day.

 

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Returns policy

When you purchase online, you have a statutory right to return a product up to 90 days after your order has been delivered for an exchange or a refund. Simply fill up our returns form enclosed with your order, letting us know how you wish to proceed.

For more information regarding returning your Lee Valley Ireland order, click here.

 

Can I return or exchange items that were purchased on sale?

We have an easy returns policy so you can return or exchange any item purchased within 90 days of receipt.

 

How long does it take to process my return?

Once we have received your package, your refund or exchange will generally be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

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Caring for your Lee Valley Ireland garments

 

How do I care for my tweed purchases?

We recommend you spot clean by hand your tweed garments, where possible. For a deeper clean we recommend dry cleaning your tweed pieces. For more information on caring for your tweeds click here

How do I look after my Lee Valley Ireland linen garments?

Use a cool machine wash <30°C. Do not tumble dry. There is no need to iron linen, but if you prefer to use a medium-hot iron on the steam setting. White linen is better ironed on both sides, whilst dark linen should be pressed only on the reverse side.

 

How do I care for my cotton flannel grandfather shirts and cotton flannel garments?

As all our flannel garments are made from 100% cotton flannel, we recommend using a cool wash at 30°C. Do not tumble dry. Due to the nature of the cotton, it can shrink by 5% in the first wash thereafter it will no longer shrink.

Do you have tips on caring for my sweater?

Do not machine wash and do not tumble dry. Hand wash using wool washing detergent in cool water below 30°C. Always dry your knitwear flat and store folded. Do not hang your sweater as this may cause it to lose its shape.

 

All product come with an attached care label with full care instructions.

 

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Gift cards

How do I use my Lee Valley Ireland gift card online?

At the checkout enter your gift card number in the “gift card or discount code”

Do you accept One4All gift vouchers?

Yes, you can pay on our website with a One4All voucher at the checkout, as you would with a credit/debit card.  As Online transactions are limited to €50 per transaction with One4All, please give us a call on +3532649170 if your order is above this amount and we would be happy to help you process your order.

Why is there a limit on my one4all card when I use it to spend online?

The EU's 5th Anti-Money Laundering Directive means that there is now an online spend limit on all anonymous prepaid cards, including the One4all Gift Card. Online transactions are limited to €50 per transaction.

Please contact the number on the back of your O4A card should you need further guidance.

 

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Lee Valley Ireland showroom and manufacturing facility

Can I visit your showroom and manufacturing facility?

Yes! Absolutely, visitors are always welcome at our showroom, hospitality suite and manufacturing facility in Inchigeelagh, Co. Cork, Ireland. Visitors are welcome anytime Monday – Friday (excluding bank holidays) from 08.30 to 17.30 IST. 

Visitors are most welcome, please email sales@leevalley.ie or call +353 (0) 26 49170 in advance. We look forward to seeing you.

 

How do I get there?

 

For directions to Lee Valley Ireland in Inchigeelagh from where you are click here