Welcome to our Customer Help Center

• Orders
  • WHAT HAPPENS AFTER I PLACE MY ORDER?
    You will receive an email confirmation 2–3 minutes after checkout with your Order ID and details. Please check spam/promotions if you don’t see it. If you ordered via your account, you can view progress any time by logging in here.
    
    Our distribution team aims to pick and pack within 24 hours.
  • HOW CAN I PAY FOR MY ORDER?
    We accept Visa, MasterCard, Discover, American Express and PayPal.
    
    Transactions are processed in USD on our website. If you prefer another currency, we can process your order over the phone—just let us know and we’ll call you.
    
    For the best experience, order via your Aran.com account.
  • CAN I CHANGE MY ORDER?
    Once your order has been placed, we are unable to make any changes.
  • CAN I CANCEL MY ORDER?
    Once your order has been processed by our distribution team, we’re unable to cancel it.
    
    If you refuse delivery, the original shipping charge is non-refundable and, in some cases, a return shipping and/or re-stocking fee may apply.
  • WHAT SHOULD I DO IF I AM MISSING PRODUCTS FROM MY ORDER?
    We may ship larger orders in multiple packages. Use the tracking number in your dispatch email to see how many pieces are in your shipment. If anything is missing or incorrect, email customercare@aran.com.
  • WHAT IF I RECEIVE THE WRONG PRODUCT?
    Very rarely mistakes happen. Email customercare@aran.com with a photo and we’ll take care of it.
  • PRE-ORDERS
    We’re not accepting new pre-orders. If you have an existing confirmed pre-order, we’ll email you the details.
  • HOW CAN I TRACK MY ORDER?
    You can track your order using the tracking number provided in your dispatch email.
• Delivery
  • Flat Rate Shipping Offer
    We operate a Flat Rate Shipping Offer worldwide. Pay to ship one item to a single address—add more items to the same order and they ship free.
  • How Can I Track My Order?
    Most orders ship with FedEx Express and include a tracking ID—emailed to you when your order is packed and processed. During peak times, courier systems can be slower to update, but your package is moving.
  • How much shipping do I pay?
    Shipping is calculated at a flat rate based on your delivery country/region. Once applied, additional items to the same address ship free.
  • I live in the United States, do I have to pay taxes & duties?
    Any duties on your order will be included at checkout as a separate line item. From 29 August 2025, new US customs regulations require import duties on goods shipped from Ireland (and Europe) to the United States.
  • US Orders & Duties — FAQs

    Why am I now being charged 17% duties on my order to the US?
    For most of our wool clothing and knitwear, the applicable US import duty is 17%, charged by US Customs and Border Protection.

    Who sets these duties?
    These duties are set by the US Government, not by us. They’re mandatory for all retailers shipping from Ireland/EU to US addresses.

    Is this 17% included in the price I see on the website?
    No. Duties are added at checkout as a separate line item so you can clearly see the breakdown and avoid surprise invoices after delivery.

    What happens if I refuse to pay the duties?
    Duties are collected at checkout, so there’s no separate bill on delivery. Your order clears US Customs smoothly without delays.

    Has shipping changed?
    No—our courier remains FedEx Express. The change is that US import duties must be collected at checkout.

    Do all products have a 17% duty rate?
    Most wool clothing and knitwear are 17%. Other product types may vary slightly; however, 17% applies to the majority of our collection.

    Why didn’t I pay duties before?
    Previously many shipments under $800 were exempt under the US de minimis threshold. Recent regulatory changes now require duties on all orders.

  • I live outside the EU (non-US), do I have to pay taxes & duties?
    Taxes and/or duties are not included in your online total (US orders are the exception—duties are shown at checkout). Your local customs authority may charge the recipient for applicable duty, taxes and/or brokerage fees at delivery. Please contact your local customs office for details.
  • I live in the UK — will I be charged taxes & duties?
    Shipments from Ireland to the UK are subject to customs clearance under post-Brexit rules. Charges may apply depending on product type and order value (commonly assessed above £135). Any such charges are set by UK authorities and are not included in your online total.
• Returns & Refunds
  • Returns & Refunds
    We’re confident our authentic Irish Aran knitwear will reach you in perfect condition—each garment is hand-checked and approved. All Aran sweaters, cardigans, jackets, coatigans, ponchos, shawls & wraps are issued with a signed, numbered Certificate of Authenticity.
  • Our Exchange Procedure
    To start an exchange, please provide:
    
    • Order Number
    • Reason for exchange
    • The item you would like as part of the exchange
    • Your full postal address
    • Your telephone number so we can arrange payment for return shipping
    
    Once payment is taken, we email printable return documents. Your label includes all required customs data for smooth clearance.
  • Our Return Policy
    If the reason for return isn’t a garment defect, you’ll pay return shipping (and, where applicable, outbound shipping on the exchanged item).
    
    If your product arrived damaged/faulty, contact us immediately with your order number and a photo so we can authorise a replacement. Damage/fault claims must be submitted within 2–3 days of receipt.
  • Fair Use Of Return/Exchange Service
    We may refuse a return if labels are not attached or the item appears worn, or if we detect unusual/suspicious return patterns. This helps us keep returns quick and fair for everyone.

• Size Guide
  • Women & Men
    Wool is a natural fibre with flexible give. If your garment feels slightly snug at first, a gentle stretch will loosen fibres without damaging shape.
    
    
  • Baby & Children
    Wool has natural flexibility—gently stretch if needed.
    
    
  • Gloves & Mittens
    Use the chart for best fit; wool’s flexibility offers comfort.
    
    
• Caring for your aran
  • HOW TO CARE FOR YOUR ARAN GARMENT
    Wool is renewable, sustainable, and resilient. Good care prolongs its life.
  • How To Wash
    • Air regularly; avoid over-cleaning
    • Never machine wash or tumble dry
    • Soak 5–10 minutes in Woolite Cold Water Wash
    • Gently squeeze (don’t rub, twist, or wring)
    • Roll in a towel to remove excess water
    • Reshape carefully and dry flat away from heat/sun
  • How To Store
    • Store folded (not hung) to maintain shape
    • Use a box, muslin bag, or acid-free tissue so fibres can breathe
    • Consider a moth deterrent (e.g., lavender) during summer
• Gift Certs & vouchers
  • Gift Certificates
    Looking for a last-minute gift? Buy Aran.com Gift Certificates here. Purchased in USD; redeem online.
  • How do I redeem USD$20 Voucher?
    Your unique code is printed on your voucher:
    
    
  • I have received a Discount Code via email, how do I redeem this?
    In your Shopping Cart, enter the code in the “Coupon Code” field & click “GO”.
    
    
    
    We allow one coupon or promotional code per order.