Frequently Asked Questions - Thane Direct IE

How do I pay for my order?

We accept all payment cards (except American Express) where the billing card address is registered within the Republic of Ireland only. We also accept PayPal. We do not accept Cheques, Postal Orders or cash on delivery. All prices are in Euros. Unfortunately we are unable to accept payment cards which are not registered to a ROI billing address or accept orders on this website for delivery outside of ROI.

When will my payment be debited from my payment card?

We will seek authorisation on your payment card/PayPal account when you place your order to ensure that your payment has been approved by your payment card issuer, however, we will only debit your payment card/PayPal account once we have despatched your order.

My payment card has been debited but I have not received my order?

You can track your order with your order reference number and email address which you provided at the time you placed your order. Please visit out shipping info page. If you have received a Card from the Courier advising you of an attempted delivery, please call them ASAP to avoid your order being returned to us. The contact number will be on the card. If you provided additional instructions at the time of placing your order i.e. “Leave with Neighbour” please check with your Neighbour as the order may be with them. If you provided us with your mobile telephone number and/or email address we will send you a message on the morning of delivery to advise you that your order will be delivered and will also provide you whenever possible with a one hour time slot.

I still do not know where my order is?

Please complete the “Where is my stuff” form on the shipping info page and we will respond ASAP. Customer Service is open Monday to Friday 08:00 to 17.30 and Saturday 09:30 to 16:00.

I have received my order and the item is faulty. What do I do?

Please contact our Customer Service Team who will advise you on our returns procedure. You must obtain a “Returns Code” before returning any item for an exchange or refund. Terms and Conditions.

I have received my order and I am not happy. How do I return it?

We value your feedback & comments regarding our products and offer a 14 calendar days money back guarantee (Effective from the day after receipt). Please contact us to let us know the reason why you wish to return your items and if we can resolve the problem we will! Otherwise, we will issue you with a “Returns Code “ and information as to how to send your order back to us. Terms and Conditions apply.

I placed an order with priority processing and still have not received it?

Sometimes an item will sell-out quickly and we replenish stock in order to fulfill your order within 28 days. Priority processing will ensure that your order will be one of the first to be despatched from our warehouse.

How do I use an offer code?

Thane Direct may advertise one or more offer codes at any given time on our website, TV channels, or press adverts. Offer codes may be for a limited period and/or for a specific product. Offer codes are limited to one per order, so if you see more than one offer code advertised you should choose the code that provides you with the best savings. We cannot apply offer codes once an order has been shipped.