Terms and Conditions - Our Guarantee

We Guarantee that you will be satisfied with o-donnells!

o-donnells is run by a dedicated team. We aim to be the kind of company that we’d want to deal with if we were you. You have our absolute commitment as fellow active sports enthusiasts, Internet users and hardworking people that you’ll be satisfied with
o-donnells. If you’re not, let us know and we’ll sort it out!

We guarantee to despatch your order when we say we will

This means that, if you order before 2pm, Monday to Friday and we have your items in stock, we'll despatch the same day. If you order after 2pm, we'll still try to despatch that day but, if we can't, we'll despatch the following day. Items ordered after 2pm Friday or over a weekend will be despatched Monday. Items despatched on Friday are for delivery the following week. Items ordered over a Bank Holiday will be despatched the next working day.

o-donnells is constantly updated to keep pace with changes in our stock but demand is high and we occasionally run out of popular items. If we have run out of stock and can't despatch your order the next working day, we'll email you with a revised despatch date. You can then either accept the revised delivery date or cancel the order, as you wish.

This means that these goods will normally be despatched within 2-7 working days of ordering. If despatch is going to be longer than 7 working days, we'll contact you with a revised date, which you can either, accept or cancel the order, as you wish.

If you want something in a hurry, choose an item that's normally despatched in 24 hours
If your order contains a mixture of items and you have chosen Priority Delivery, all those in stock will be despatched straight away, the others will follow later. If you have chosen our Free Delivery Option, the order will be despatched once all the items are ready.
You only pay one carriage charge per order, even if it is despatched in multiple deliveries

What happens if you only have part of my order in stock?

For Priority Delivery, we'll despatch the items we do have in stock by the next working day, at the latest. We'll email or phone you with a revised despatch date for the other items. If you choose our Free Delivery Option, we'll wait up to a week for all the items to arrive, then send your order out.

We guarantee to replace or credit any goods, which aren’t suitable.

Please do not attempt to hand deliver the return as you will be turned away which may cause offence. There are no shop front or customer service facilities available at our warehouse.

We guarantee to sort out any problem with your order.

Just contact us, by email on sales@o-donnells.com if you have any problems with an order from o-donnells. We will tell you exactly what steps we’re going to take to rectify the problem. We will keep you fully informed at all times.

We guarantee that we will only charge your card when your goods are despatched.

Your card will not be charged until your goods are despatched. If your order is despatched in multiple consignments, we will charge for each one as it is despatched.

Return Items

• We will happily refund or exchange any item purchased sold by o-donnells
• We make no charge for returns – there is no restocking fee
• Returned goods must be unused, in a saleable condition and in their original packaging with all labels still attached
• All returns must have a completed returns form
• We will credit the card we have on file for you this may take around 5 working days to appear as cleared funds
  

What do I do if an item doesn’t fit or I don’t like the colour?

Return it to us within 7 days - or within the first 2 weeks of January in the case of unwanted Christmas presents. Just complete our returns procedure before sending us back the goods. Returned goods must be unused, in a saleable condition in their original packaging with all labels etc still attached.

Once we receive the goods and completed returns form we will credit your card ( this may take around 5 working days to appear as cleared funds) and despatch a new order for the different size or colour you requested.

Please do not attempt to hand deliver the return as you will be turned away which may cause offence. There are no shop front or customer service facilities available at our warehouse.

What do I do if an item is faulty when it’s delivered?

Just complete our returns procedure before sending us back the goods, stating what the fault is.

Once we receive the goods and completed returns form we will credit your card ( this may take around 5 working days to appear as cleared funds) for the goods and postage and despatch a replacement if requested.

Please do not attempt to hand deliver the return as you will be turned away which may cause offence. There are no shop front or customer service facilities available at our warehouse.

What do I do if an item fails once it’s been used?

All goods supplied by o-donnells are from official sources and are covered by the normal manufacturers warranty. If an item has failed prematurely please follow our returns procedure, click here, giving us details of the product and fault. Certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued.

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

Just complete our returns procedure before sending us back the goods, stating what the fault is.

Once we receive the goods and completed returns form we will credit your card ( this may take around 5 working days to appear as cleared funds) for the goods and postage and despatch a replacement if requested.

Please do not attempt to hand deliver the return as you will be turned away which may cause offence. There are no shop front or customer service facilities available at our warehouse.

Who pays the postage on returned Items?

If you return something due to it not fitting or not suitable, you will need to pay the postage costs to return it to us.

If you return something due to it being faulty we refund up to £10 carriage. If your return exceeds this amount please contact returns@o-donnells.com we can arrange collection for you. Please state a date and collection address (not Saturday or Sunday) where the goods can be collected from.

We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.

How quickly will o-donnells process the return?

We aim to process all returns on the day they arrive with us. Sometimes we don’t manage to do them all but your return will be dealt with in two working days.

What happens if o-donnells are out of stock of the replacement item?

We will refund your card ( this may take around 5 working days to appear as cleared funds) for the items returned to us. When the replacement item arrives, we will charge your card for it and despatch straight away.

What do I do to cancel an order?

If you want to cancel an order before we've despatched it, just login into your account and view the orders details of the order you wish to cancel then scroll to 'Cancel This Order' link. We try to despatch things very quickly so you need to cancel your order very quickly!

If you've received item(s) from o-donnells and you don't want to keep them for any reason, return the goods to us and we'll give you a full refund for the cost of the item(s). Returned goods must be unused and in a saleable condition. Once we've received them back, we will credit your card straight away.

What if I have a complaint about o-donnells?

If you have any complaint, criticism or concern about any service provided by o-donnells, just contact us at the address above or preferably email sales@o-donnells.com We will acknowledge your concern within five working hours and offer a resolution within one week.