FAQ

Here at Tony Kealys we aim to supply our customers with 5 star customer service while giving them expert product knowledge. With that in mind we have compiled a list of our most Frequently Asked Questions. If you can't find the information you are looking for below, don't hesitate to contact us. Our customer service hours are 9am - 6pm, Monday to Saturday and 12pm - 6pm Sundays and Bank Holidays.

Email Us: customerservice@tonykealys.com

Phone Us: (01) 9060889

Or you can contact us through Live Chat option


ABOUT US

How long have you been trading?

Tony Kealys has been trading since 1969. We began as a small newsagents and expanded into a bike and pram shop. In 2004 we made the jump entirely to baby products.

Where are your stores located?

Our stores are located in Walkinstown, Coolock, Cork, Galway and Belfast. For more information such as opening hours please click here.


DELIVERY

When can I expect to receive my order?

We endeavor to deliver all items within Ireland in 3 BUSINESS DAYS. We will contact you from 1-2 business days if we are not able to deliver the item within this period. Should you not be at the address to accept your order, please supply a delivery address where someone will be there to accept it for you. If your order does not arrive within 3 business days, please contact us.

Delivery may take longer over a bank holiday weekend and busy sale periods such as Black Friday.

What are the normal delivery times?

Normal delivery times are Monday – Friday 9am-5pm. There are no deliveries on Public/Bank holidays. What happens if I'm not in when my order is delivered? If you are not at home to accept the order DPD will usually return the next working day, after this you will be required to collect your order from your local depot. Clear details of this will be explained on the "Sorry we missed you" card that will be left by your driver.

How much is the shipping charge?

We offer free delivery for all orders over €40 within Ireland. All orders under €40.00 are subject to a €5.00 delivery charge.

Do you offer international shipping?

We do try to accommodate every customer so if you would like to purchase from us and live outside of Ireland contact customerservice@tonykealys.com with your location and we will give you a quote for expected shipping costs.

Do you deliver to PO Box?

We do not ship to PO boxes at this time. Sorry for any inconvenience this may cause.

Can I change my shipping address?

If you need to change your shipping address you must contact our Customer Service team as soon as possible: customerservice@tonykealys.com or phone (01) 9060889. However, once you’ve received an email to say your order has been shipped, we are unable able to change your shipping address for that order


RETURNS

What is your returns policy?

You can return any unused item for a refund or exchange as long as they're in a re-saleable condition, in their original packaging with tags still attached.

For hygiene reasons we do not refund/exchange opened bedding/mattresses/breast pumps unless faulty.

For safety reasons we do not refund/exchange used car seats. This ensures that our high standards of safety are met for each customer.

How do I return an unwanted product or item?

If you would like to return an unwanted product please follow the steps below. As per our terms and conditions the cost of returning any items is at your expense and we do not offer a collection service so you will need to use your own courier.

Please inform us of your intent to return the unwanted product or item so we can solve this matter quickly and efficiently. You can reach us on customerservice@tonykealys.com or phone (01) 9060889. Failure to do this may result in a delay with your refund. The following information is required when you call:

1. Your order reference number
2. Your telephone and contact details should we need to contact you

Make sure you retain the original packaging to avoid damage in transit. However if this is not possible please pack the item in another cardboard box.

How do I pack an item if I am returning it?

Returning faulty products only: When returning a product or item to Tonykealys.com please ensure that the original packing is used where ever possible to avoid damage in transit. However if this is not possible please pack the item in another cardboard box.

Returning unwanted items only: If you are returning an unwanted item (within 14 days) you must use the original packaging to enable a full refund.

If I buy a product and it then doesn't fit (for example in the boot of my car), can I return it?

As long as the product can be returned in its original packaging within 14 days of purchase you can return anything bought from Tonykealys.com. Please note that as per our terms and conditions the return cost is at your expense. To return products please go to our 'Returns' menu.


MY ORDER

How can I track my order?

When your order has been shipped we will email you with a tracking number. You can then use this number to track your order on https://dpd.ie/

Can I amend my order?

You can indeed, just get in touch with our Customer Service team on customerservice@tonykealys.com or call them on (01) 9060889 and they’ll help amend your order. However, once you’ve received an email to say your order has been dispatched, we won’t be able to make any changes to your order.

How can I update my contact details?

For any change your contact details for your account please contact customerservice@tonykealys.com or ring us on (01) 9060889.

Are my credit or debit card details saved on my account?

Customers credit or debit card details are not saved on their accounts or on the website.

How do I make a payment?

To make a payment you can simply click here and enter your account details. Make sure to include your reference number.

How can I cancel my order?

If you have placed an order with TonyKealys.com but then wish to cancel it, please contact us as soon as possible. Please make sure you write "I want to cancel my order" in the subject line. It is not always possible to cancel an order if the transaction has passed our security checks and has entered the warehouse for picking. However, we always do our utmost to help! If your order has been shipped and you refuse to sign for the parcel the return costs will be at your expense as per our terms and conditions.

Please note returns charges: €20. If you no longer want the order once it has been delivered please refer to the 'Returns' tab on this menu.

I have received the wrong item/parts missing what should I do?

Unfortunately due to human or computer error the wrong part/item can be dispatched. Clearly we need to resolve this immediately and efficiently to your satisfaction, however please make sure that you have checked all the boxes as we sometimes pack multiple items in single boxes. Email our customer service on customerservice@tonykealys.com or ring us on 01 9060889 and we will organise for the collection of the items you received and their replacement with your original order.

Can I collect my order earlier than intended?

For a click and collect order:  You must wait until you have received a confirmation email. This item may be delivered from another store to the store of your choice.

For instore orders:  Yes your order can be collected earlier. However you must inform the store as soon as you know or want to collect to ensure availability of the product.


CLICK & COLLECT

What is your Click & Collect Service?

Our click and collect service allows you to order and pay for a product online and collect it in a branch of your choice at your convenience.

When will my order be ready for collection?

We aim to have your order ready for collection as soon as possible. However, if the store you wish to collect from does not have this product in stock it can take up to 3 business days for it to be shipped there. You will receive an email from us to let you know when your order is ready for collection. Please do not travel to the store unless you have recieved an email notifying you that your order is ready for collection.

Can I pick which store I pick my order up from?

Yes. When you proceed to the checkout you are asked if you would like to "Pick Up In Store" or have your order delivered. Select the "Pick Up In Store" option and select the branch you would like to collect it from.

Can I change which store I pick my order up from?

If you wish to make any changes to your order please contact customerservice@tonykealys.com or phone (01) 9060889.

Do I need to bring anything with me when I'm collecting my order?

When you visit us to collect your purchase, please supply your confirmation email, or photographic identification. We are also happy to view confirmation emails on smart phones or tablets if a printout is unavailable.

Can I collect my order earlier than intended?

You must wait until you have received a confirmation email. This item may be delivered from another store to the store of your choice.

Can I return my purchase on the day of collection instore?

If you decide that your purchase is not suitable you may return it instore. It is our policy to refund the original form of payment, so we will refund to the credit card which was used as payment through our website using the secure online payment system - Realex.


PRICE MATCHING

Do you price match?

Yes. If you find any product that can be purchased from tonykealys.com cheaper in Ireland within 7days of purchase we will refund the difference. Please remember the item must be in stock ready for delivery at the advertised price. The item must also be the same specification and colour. Please forward the website information to us at customerservice@tonykealys.com and we will respond within 24 hours (9am - 6pm, Monday to Saturday and 12pm - 6pm Sundays and Bank Holidays).


OTHER

How long does it take for a product to come into stock?

Under the product description it should state how long it will take for a product to come into stock, this time can vary from brand to brand. If it is not stated please ask our customer service and we will have an estimated delivery date.

When I click on a product it says 'Error 404' what does this mean?

This message means that we have sold out of that product and it is now not available to buy. The item has been taken offline because we do not have a confirmed date for more stock.

A product I was looking at has disappeared from your website, why?

Items move very quickly on our site and if you cannot locate the product you have previously seen it has gone out of stock. If we have a confirmed delivery date from the manufacturer for more stock the item will be on a pre-order, however if no confirmed date has been established yet the item will not be online. We also cannot advise when this item will come back in stock, so please keep an eye on the site for further information.

Short term we would advise you to keep checking the site because we usually remove products once they reach a minimum stock level and then list the remaining products once a full stock check has taken place. Please contact us informing us of a particular missing item.

How can I see if a product has other colour options available?

When a product on our website has more than one colour option, there will be circular icons under the product name displaying more colours options. When you click on the icons an image appears showing the product in that colour. All of these colours have names attached to them, that may change according to the brand. To view their names simply hover over the colour with a mouse, or press and hold the icon when using a mobile/tablet.

How can I check the balance on my gift card?

You can check the balance on your gift card by calling into one of our stores, or getting in touch with our customer service. You can reach our customer care team by email customerservice@tonykealys.com or by phone: (01) 9060889, 9am - 6pm, Monday to Saturday and 12pm - 6pm Sundays and Bank Holidays.


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