We're really sorry. Please get in touch as soon as you can at hello@faerly.ie and we'll put it right.
Damaged in transit
Send us photos of the damaged item and the outside of the box. Photos of the box help us follow up with the courier, so it's a big help if you can take them before throwing anything away. We'll then send a replacement or refund, and arrange collection of the damaged item if it needs to come back. If DPD spots the damage first and returns the parcel to us, we'll email you and send a replacement straight away if we have everything in stock.
Missing or wrong item
Sorry, that's human error on our side. Let us know what arrived and what's missing, and we'll send the right item. If we sent something by mistake, we'll either arrange for DPD to collect it or, for some items, you may be able to keep it. We'll talk you through the options.
Faulty item
Let us know what's wrong, with a photo or short video if you can. Under consumer law you have 30 days to reject a faulty item for a full refund. After that, you may still be entitled to a repair or replacement, or a refund if that isn't possible. Where you're returning something because it's faulty, damaged or not as described, we cover the return cost.
For Aarke carbonators, see "My Aarke carbonator isn't working". For CO2 cylinders, see "Is my cylinder empty or faulty?".