Quick answers to the questions we get asked most. For step-by-step guides, visit our Help Centre, or email hello@faerly.ie and a real person will get back to you.
Delivery
How much is delivery?
Delivery anywhere on the island of Ireland, including Northern Ireland, is €5.95 with DPD's tracked service, and it's free on orders over €75.
We also deliver to Great Britain, most EU countries and Canada. You'll find the prices for each country on our delivery information page, and you'll see the price for your address at checkout.
When will my order arrive?
We aim to ship the same day for orders placed before 1pm, Monday to Friday, and DPD usually delivers the next working day. It can be a little slower at busy times like sales. If your order is urgent, let us know and we'll prioritise it.
Do you offer local delivery or collection?
Yes. We offer free local delivery on orders over €25 in Kilcullen and neighbouring areas, including Naas, Newbridge and Kildare Town. You can also collect for free from Faerly HQ in Kilcullen. Just choose the option at checkout.
My parcel says delivered but I don't have it
The DPD driver has usually left it in what they consider a safe place, so check around your home and with neighbours first. Still can't find it? Get in touch and we'll look into it with DPD.
Orders
Can I change my order?
Yes, as long as it hasn't shipped. Email hello@faerly.ie with your order number and the changes you need, including a new delivery address.
How do I use a discount code?
At checkout, enter your code in the Discount code box in the order summary and click Apply. If you're using Shop Pay or another express checkout and can't see the box, choose to pay by card instead.
Something is wrong, missing or damaged
We're really sorry. Get in touch right away with your order number, and a photo if anything is damaged, and we'll put it right.
Part of my order is out of stock
This is rare, as our website shows live stock. If it happens, we'll contact you before your order ships to let you choose what you'd like to do. For items that are out of stock, pop your email into the back in stock option on the product page and we'll let you know when it's back.
Returns
What is your returns policy?
As well as your 14-day legal right to cancel, we offer 90-day no-quibble change of mind returns on unused items in their original packaging. Get in touch first and we'll explain the options.
Gifts
Can you add a gift message?
We'd love to. Add your message at checkout and we'll print it on a recycled card. We never put prices or invoices in our parcels.
Do you gift wrap?
Yes. Add the Build Your Own Faerly Gift Box (€5) to your order and we'll pack everything as a gift, in plastic-free packaging.
Do you sell gift cards?
Yes, our digital gift cards start at €10 and are emailed straight away.
Can you help with corporate or bulk orders?
Yes. Email hello@faerly.ie before you order and we'll talk you through pricing, packaging and sending to multiple addresses.
CO2 cylinder exchange
How does the CO2 exchange work?
Our CO2 exchange keeps your sparkling water maker going, without the plastic bottles. A brief overview:
- A cylinder is €30, which includes a €10 deposit.
- We give you €10 back for every empty you return, as credit off your next order of gas.
- You can send us back any number of standard 60L cylinders, of any brand (SodaStream, Aarke and so on), screw-in, click-in or Quooker. You don't need to have bought them from us.
- Returning your empties costs €7 per box, and one box takes 2 to 12 cylinders, so we recommend letting a few build up to spread the cost.
- You can book a DPD collection from your home, send them back via a DPD Pickup Shop, or drop them to us for free at Faerly HQ in Kilcullen, Co. Kildare.
- We usually email your credit within 3 working days of your collection.
Find out more on our CO2 cylinder exchange page.
How do I send back my empty cylinders?
Book a DPD collection from your door for €7 per box (2 to 12 cylinders), drop them to a DPD Pickup Shop, or drop them into Faerly HQ for free.
My cylinder isn't working
It's usually something small, like the cylinder not being screwed in quite far enough or the rubber gasket in your machine. Try our quick checklist, and if it's still not right, get in touch.
Aarke
My Aarke carbonator isn't working
Check the gasket first, as it's the most common cause, and make sure the cylinder is screwed in fully with the machine upright.
Which bottles fit my Aarke?
The Carbonator 3 takes the PET bottle or the Carbonator 3 To-Go steel bottle. The Carbonator Pro takes the Glass Bottle Pro or the To-Go steel bottle Pro. They aren't interchangeable.
Packaging
Is your packaging plastic-free?
Yes. We ship every order in plastic-free packaging that's recyclable and compostable, apart from our shipping labels, which we're still working on.
Can't find your answer?
Our Help Centre has step-by-step guides on everything from delivery to CO2 returns.
Or email hello@faerly.ie. We're a small team and a real person will get back to you.