Welcome to our Customer Help Center

• Orders
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  • WHAT HAPPENS AFTER I PLACE MY ORDER?
    You will receive an email confirmation from us when an order is processed successfully. This will be received 2-3 minutes after placing your order. This email contains your Order ID number and the details of your order. Please double-check your spam and promotions inboxes if you are unable to locate your confirmation email. If you have placed your order via your account with us, you can also view progress and updates at any time. You can do so by logging in here.
    
    Once your order has been placed, we will process it as soon as possible. Our distribution team will carefully pick and pack your Aran.com order and have it on its way to you within 24 hours of your order being placed.
  • HOW CAN I PAY FOR MY ORDER?
    We accept VisaCard, MasterCard, Discover, American Express and PayPal.
    
    Transactions are processed in USD on our website. If you would prefer to pay in a different currency, we can process your order over the phone; just let us know and we would be happy to call you.
    
    When ordering via our website we recommend doing this through your Aran.com account to optimize your shopping experience.
  • 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 are unable to make any cancellations.
    
    If you refuse delivery of your package, we are unable to refund the original shipping charge and in some cases you may be liable to pay an additional shipping fee for the return transit of the package and/or re-stocking fee.
  • WHAT SHOULD I DO IF I AM MISSING PRODUCTS FROM MY ORDER?
    In order to ensure your order is delivered in the same perfect condition it leaves us in, we may package your order into two or more packages. You can use the tracking number provided in your order dispatch email to see how many pieces are in your order. If you are missing anything, or if you have received an incorrect item, please let us know by contacting us on customercare@aran.com
  • WHAT IF I RECEIVE THE WRONG PRODUCT?
    On very rare occasions, human error can occur. If this happens, please send an email to customercare@aran.com with a photo of the item and our customer service team will take care of you.
  • PRE-ORDERS
    Please note that we are no longer accepting pre-orders. If you have an existing confirmed pre-order with us, we will be in touch with you via email to confirm the details.
  • HOW CAN I TRACK MY ORDER?
    You can track your order using the tracking number provided in your order dispatch email.
• Delivery
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  • Flat Rate Shipping Offer
    We currently operate a Flat Rate Shipping Offer worldwide. This means you only pay to ship 1 item within each order to a singular shipping address – that’s right, add as many items as you wish to your individual order, but only pay to ship 1 item!
  • How Can I Track My Order?
    All items are sent via our Express Delivery Service (unless you are ordering a single, small item) which comes with a DHL Tracking ID – this tracking ID will be sent to you via email when your order has been packaged and processed by us, so you can follow your order from the Aran Sweater Market right to your door! Please note that during peak times, courier systems are a little slower to update, but be assured, your package is moving along.
  • How much shipping do I pay?
    Worldwide shipping is calculated at a flat rate according to your shipping address, therefore variations can occur within different countries and states, etc. Once the flat rate has been identified, you will not be charged for the shipping of any other items within your order (to a singular shipping address), as these will all be shipped free of charge
  • Do I have to pay taxes & duties?
    Please note that any taxes and / or duties on your order will NOT be included in your online total and are not the responsibility of the Aran Sweater Market. 
     DHL Worldwide will charge the package recipient all applicable duty, taxes and /or brokerage fees, should any apply, at time of delivery.
    As the Aran Sweater Market has no control over such taxes or charges, they are not calculated in your online total. Please contact your local customs office for more information regarding these charges, which are assessed by weight and volume once your order is received into the country of the recipient.
    -EU Shipments
    Any customer located within the EU and having their order delivered to an EU destination is not required to pay customs/duties based on EU regulations.
    
    -UK Shipments
    Shipments leaving Ireland and entering the UK will be subject to customs clearance as per Brexit guidelines. Normally orders over £120 can be expected to be charged by UK Revenue & DHL/FedEx.
    
    -Non EU Shipments
    Please note that any taxes and / or duties on your order will NOT be included in your online total and are not the responsibility of the Aran Sweater Market. DHL Worldwide or FedEx Express will charge the package recipient all applicable duty, taxes and /or brokerage fees, should any apply, at time of delivery. As the Aran Sweater Market has no control over such taxes or charges, they are not calculated in your online total.  
• Returns & Refunds
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  • Returns & Refunds
    We are 100% confident that our authentic Irish Aran knitwear will reach you in perfect condition as each of our garments are quality checked by hand and fully approved before leaving our store. Read latest customer reviews here. All Aran sweaters, cardigans, jackets, coatigans, ponchos, shawls & wraps are issued with an individually numbered, signed and stamped Certificate of Authenticity so you are guaranteed that you will receive a superior product that will last for generations.
  • Our Exchange Procedure
    We know that sometimes, an exchange is required. We require the following information to get your exchange started:
    
    • Order Number
    • Detail the reason for exchange
    • The item you would like to purchase as part of the exchange
    • Your full postal address
    • your telephone number so that we may call you to arrange payment for the return shipping
    
    Once payment has been taken, we offer a drop-off service with FedEx Express, or a pick up service with DHL Express. This means you will receive printable returns documentation to your email address. The returns label we provide you with will have all the relevant customs information required to clear your package through customs if needed. It is important that this information is included for your package to clear customs without any additional charges and in a timely manner.
  • Our Return Policy
    If the reason for return is not based on a defect within the garment then you will be required to pay shipping for the item you wish to exchange or refund.
    
    In the unlikely event of your product not having reached you in perfect condition please contact us immediately to arrange a return for a replacement. All we need the order number and a photograph of the issue so we can authorise the return. Damage/fault claims must be submitted within 2-3 days of receipt of your order, and we’ll look after you from here.
  • Fair Use Of Return/Exchange Service
    While we are happy to offer a hassle-free return service to our valued customers, please note that there are a few circumstances under which we reserve the right to refuse a return request. For example:
    
    If labels are not attached, or we suspect that the item has been worn.
    
    If we notice an unusual or suspicious pattern of returns activity, such as a very high volume of return or exchange requests.
    
    Our returns team work very hard to process returns and exchanges quickly and effectively, but in order to provide this service we must ensure that all return requests are fair and legitimate. 

• Size Guide
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  • Women & Men
    How do I work out what size I should order?
    
    Please remember, wool is a natural fibre and has a strong element of flexibility. If your garment feels slightly small at first, give it a gentle stretch which will loosen the fibres in a way that will not damage the garment or cause it to lose its shape.
    
    
  • Baby & Children
    How do I work out what size I should order?
    
    Please remember, wool is a natural fibre and has a strong element of flexibility. If your garment feels slightly small at first, give it a gentle stretch which will loosen the fibres in a way that will not damage the garment or cause it to lose its shape.
    
    
  • Gloves & Mittens
    How do I work out what size I should order?
    
    Please remember, wool is a natural fibre and has a strong element of flexibility. If your garment feels slightly small at first, give it a gentle stretch which will loosen the fibres in a way that will not damage the garment or cause it to lose its shape.
    
    
• Caring for your aran
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  • HOW TO CARE FOR YOUR ARAN GARMENT
    Wool is a renewable and sustainable material that provides protection against the elements and is more resilient to wear and tear, than that of synthetic fibers. There are various ways in which you can care for your Aran garment to help promote its lifetime, allowing you more time to treasure it.
  • How To Wash
    We recommend airing your garment regularly rather than over cleaning it as this can damage the quality of the wool and cause breakage to its fibers overtime. However, if you do need to wash your garment then we recommend the following guidelines:
    
    • Never put in a washing machine or tumble dryer.
    • For best results we recommend a 5-10 minute soak in Woolite Cold Water Wash.
    • Gently squeeze suds through. Do not rub, twist or wring.
    • Squeeze gently and roll in a towel to remove excess water.
    • Pull out carefully into natural sweater shape.
    • Dry flat to avoid stretching and avoid direct heat or sunlight.
  • How To Store
    • To ensure your sweater retains its shape, we recommend that you store folded as in the Aran Sweater Market, rather than hang, as this may cause your garment to stretch over a long period of item.
    • We recommend you store your Aran Sweater or garment in a cardboard box, muslin linen bag or acid-free tissue paper to allow the natural fibers to breathe while they are in storage.
    • We also recommend using an a moth deterrent such as a mothball or lavender as a natural remedy, during the summer months when you may not be wearing your sweater as frequently.
• Gift Certs & vouchers
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  • Gift Certificates
    Looking for that perfect last minute gift? Aran.com Gift Certificates can be purchased on our website here. Gift Certificates must be purchased in USD and can only be redeemed online.
  • How do I redeem USD$20 Voucher?
    Your unique Voucher Code is displayed on the front and back of your voucher, see below:
    
    
  • I have received a Discount Code via email, how do I redeem this?
    In your Shopping Cart, type your Voucher Code into the “Coupon Code” field & click "GO"to get $20.00 off your order:
    
    
    
    We can only allow for one coupon or promotional code per order.