Glencara would like to unreservedly apologise for delays in shipments over the Christmas period primarily to the United States and resulting delays in responses from our customer service centre.
We guarantee delivery and operate a 30 day money back guarantee on all our orders. Due to the delays in customer service responses we are happy to extend this money back guarantee to 60 days.
During the year our measured average delivery time to North America was 4 business days with most packages arriving between 4-7 working days.
However due to a number of issues outside of our control these averages were considerably higher during December.
US Homeland Security - the United States Department of Homeland Security in late November 2010 increased security measures on all items coming into the country. Our partners in An Post, Royal Mail and USPS encountered new delays of up to 3 weeks on all packages being cleared. These new security measures were not flagged until recently and so we were unable to arrange alternative methods of distribution.
Extreme Weather - Dublin Airport was closed a number of times during December due to extreme weather. This along with the closure of New York airports for a number of hours last month also increased the delivery times of items. Airports in other European cities had enforced closures resulting in more delays.
Holiday Season - As Christmas is a busy time for postal services most experienced increased delivery times to cope with demand which added to the delay.
Dispatch Time - Most of our products were shipped within 24 hours of the order being placed (Business Days). Orders not shipped within 24 hours were shipped within the subsequent 2-3 business days. Dispatch time for made to order rings as normal took longer; details of which is on the product page. We did have some delays in the inscription on rings due to the increased number of orders during the holiday period. These delays were between 1-2 business days.
Irish Postal Service - Due to the Holiday Season and subsequent bank holidays the Irish postal service was largely inactive from the 23rd of December to the 4th of January. Orders made between the 23rd of December to the 3rd of January were airmailed on the 4th of January.
Customer Service Issues
Due to the unexpected delays in shipment of products our customer service telephone lines and emails accounts were swamped since the 21st of December. We are currently dealing with a huge backlog of emails and voicemails and again apologise for the delay in this. We have currently redirected our phone lines to voicemail to aid us getting through this backlog.
Based on current backlog and with a new distribution process coming on stream we believe we will be back to our usual response time of 24 hours by the 21st of January. We are working flat out to respond to everyone and you should receive a response to your queries before that date - we appreciate your patience.
If you have a query the best way to contact is by email - email@example.com
Returns / Refunds
Wrong Size - If your product has arrived and it the wrong size you can return to the address below for a different size. Please also include the new size that you require in the package and the delivery address.
Request for a Refund - We guarantee delivery and operate a 30 day money back guarantee on all our orders. Due to the delays in customer service responses we are happy to extend this money back guarantee to 60 days. See here for details. If you no longer require the product when it arrives we will provide a full refund upon its return. Please reference your Order ID.
Please post to
Briarhill Business Park
We guarantee delivery and operate a 30 day money back guarantee on all our orders. Due to the delays in customer service responses we are happy to extend this money back guarantee to 60 days. We apologise once again for the inconveniences caused by the issues above and we are working flat out to get through the backlog of queries.
Glencara Customer Service