FAQ

Welcome online to Brownthomas.com. We have compiled a list of the questions we get asked the most, now you can access them at your convenience. As always, if you would like any further information please contact our online Customer Services Team by telephone on +353 (0)818 303062 or via email on onlinecustomerservices@brownthomas.com.

GENERAL QUERIES

Currently we have a selection of key and exclusive beauty brands, bags and shoes from our stores available to purchase online. We will have new brands and features launching throughout the year offering a wider range from our bags, shoes, accessories and fashion collections. Check back regularly for more details or sign up for our newsletter for regular updates.

Opening Hours


Monday 9:30AM – 8:00PM
Tuesday 10:00AM – 8:00PM
Wednesday 9:30AM – 8:00PM
Thursday 9:30AM – 9:00PM
Friday 9:30AM – 8:00PM
Saturday 9:00AM – 8:00PM
Sunday 11:00AM – 7:00PM

Online Queries

Please email: onlinecustomerservices@brownthomas.ie
Telephone: +353 (0)818 303062

Loyalty Line

Please email: loyalty@brownthomas.ie
Telephone: +353 (0)1 6677222

Store Queries

Telephone: +353 (0)1 6056666

By Post

Online Customer Service,
Brown Thomas
Cavendish House,
Dublin 2,
Ireland

Please see our Brown Thomas store opening times below. Please choose the store you require.

Dublin Opening Hours

Limerick Opening Hours

Galway Opening Hours

Cork Opening Hours

Please see our BT2 store opening times below. Please choose the store you require.

BT2 Dundrum Opening Hours

BT2 Blanchardstown Opening Hours

Please find the sign-up box on our homepage to subscribe to our weekly emails.

GIFT CARDS

You can purchase and redeem a Gift Card online or in store. The Gift Card is available in amounts from €20 to €2,500. If you would like to purchase a Gift Card online please follow the process here.

Gift Cards are shipped in our Brown Thomas presentation box by Standard delivery with An Post. Standard delivery takes 2-3 working days.

Postage and Packing is charged at €3.50 per delivery.

Please see the reverse of The Brown Thomas Gift Card for expiry date details, when any unused value will be lost. Validity can be extended in-store prior to expiry.

No, cards bought online must be shipped for security reasons.

No, the gift card may not be exchanged for cash.

You may use your gift card on the Brown Thomas website and in any Brown Thomas or BT2 store.

You can access your Gift Card balance at any till point in store, a member of our Brown Thomas team will be happy to assist you.

If you have a query about a Gift Card order please contact our Customer Service team at onlinecustomerservices@brownthomas.ie or by phone on +353 (0)818 303062.

Click & Collect

Brown Thomas Click & Collect is a convenient and complimentary service which enables you to place an order online and collect from your nearest store with no additional charge.

Once you have found the item(s) you would like to purchase simply add to your shopping bag and proceed to checkout; you will be given a list of delivery methods, choose Click & Collect from the options and indicate your preferred store for collection. We will notify you when your order arrives in store. You can find the Click & Collect locations in each of our stores here.

No, we are delighted to offer this is as a complimentary service.

Please allow 2-3 days for Click and Collect in Brown Thomas, Dublin and 3-4 days for our other stores: Cork, Limerick, Galway, BT2 Dundrum and BT2 Blanchardstown. Click & Collect is available at Brown Thomas Dublin, Brown Thomas Cork, Brown Thomas Limerick, Brown Thomas Galway, BT2 Dundrum and BT2 Blanchardstown.

All orders must be signed for upon collection. Please bring the following documentation with you to our Click & Collect location in store:

  • A copy of your ‘Ready for Collection’ email or show this document on phone or tablet.
  • The payment card that you used to purchase the items, or photographic ID (a driving license, passport or loyalty card).

Only you or a nominated contact can collect your order. The person you nominate must be someone who lives at your address. Please make sure they bring the following documentation:

1. A print-out of your ‘Ready for Collection’ email or show this document on phone or tablet.

2. A Photographic ID (a driving license, passport or loyalty card).

3. Proof of address (bill or bank statement).

Looking for more information on Click & Collect? Please contact our Online Customer Services Team +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie

Payment authorisation is taken at the time you place your order, and full payment is taken when your order is sent to your store for collection. Please note this will be before the order is collected.

Only you or a nominated contact can collect your order. The person you nominate must be someone who lives at your address.

If you are collecting your order yourself please make sure you bring the following documentation:

1. A copy of your ‘Ready for Collection’ email or show this document on your phone or tablet.

2. The payment card that you used to purchase the items, or photographic ID (a driving license, passport or loyalty card).

If you are not collecting your order yourself please make sure you bring the following documentation:

1. A copy of your ‘Ready for Collection’ email or show this document on phone or tablet.

2. A Photographic ID (a driving license, passport or your loyalty card).

3. Proof of address (bill or bank statement).

All of our stores offer Click & Collect. Please see the list of Brown Thomas Click & Collect locations in store. Click & Collect operates the same opening hours as our stores. See opening hours for Brown Thomas here.

Brown Thomas Dublin

Click & Collect station:
Menswear.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
Brown Thomas Dublin +353 (0)1 605 6666.

Brown Thomas Cork

Click & Collect station:
Caroline Street.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
Brown Thomas Cork on +353 (0)21 480 5555.

Brown Thomas Limerick

Click & Collect station:
Fashion floor.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
Brown Thomas Limerick +353 (0) 61 417 222.

Brown Thomas Galway

Click & Collect station:
Third floor.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
Brown Thomas Galway +353 (0) 91 565 254.

BT2 Dundrum

Click & Collect station:
BT2 Dundrum: Lower ground floor.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
BT2 Dundrum +353 (0)1 296 8400.

BT2 Blanchardstown

Click & Collect station:
BT2 Blanchardstown: Level 1.

For more information contact:
Online Customer Services Team by telephone +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Contact the store directly:
BT2 Blanchardstown +353 (0)1 860 6540.

We will keep your order at your preferred store for 14 days, from the date of receipt to store. After this period you will be contacted and we will either process a refund via your original method of payment or have the item/s returned. If for any reason you are unable to collect your order when it is ready please contact our Online Customer Services Team to make an alternative arrangement.

Please contact our Online Customer Services Team on +353 (0) 818 303 062 or email onlinecustomerservices@brownthomas.ie.

Click & Collect operates the same Returns policy as our stores. For more information on our Returns policy please read here.

Loyalty Line

You can pick up your Brown Thomas Loyalty card in any Brown Thomas or BT2 store and start earning points and enjoy the benefits right away. Make sure to register your Brown Thomas loyalty card online in order to check your points balance and also opt in for our emails.

Please note it may take up to 14 days to register your loyalty card application form.

We would like to give you *something to celebrate your special day! * That something is triple points 3 days before the day of your Birthday, on your Birthday and 3 days after.

We take your privacy very seriously and treat all your personal information as confidential; we will only use your details to send you information about the loyalty card news and events happening within Brown Thomas.

Please contact the Loyalty Line team on +353 (0)1 6677222.

How many points can I earn?
You earn 1 point for every €1 spent. Once you have spent over €5000 with your Brown Thomas Loyalty card you earn 2 points for every €1 spent and become a platinum card holder

How much is a point worth?
You earn 1 point for every €1 spent (100 points is equivalent to €1 on your card).

Can I earn points on all my purchases?
Points can be earned on all purchases with the exception of Brown Thomas Gift Cards, Car Parking,Yo-Sushi Clarendon Street. Points can be earned on all online purchases, however these can only be spent in store currently.

Can my points be back dated?
Unfortunately, we cannot back date your points but we can apply them to your account from the day you joined the programme.

How soon will my points be registered?
Once you have registered your loyalty card with us your points will be on your account up to three working days after your purchase. (If you register your loyalty card online it might be overnight.)

How can I keep track of how many points I’ve earned?
You can check your points balance at any till point in-store or by creating a Brown Thomas online account >.

Can I use my points to buy things in the sale?
Yes, you can use your points anytime during the year.

When can I redeem my points?
Your points will be available to spend at any time of the year. You can build your points up as you wish during the year or you can redeem them as you go.

Can I redeem my points on any purchase?
Yes - with the exception of Brown Thomas Gift Cards, Car Parking, Yo Sushi Clarendon Street and online purchases.

Do my points expire?
On the 31st of May each year, the points earned in the previous year expire. For example, on the 31st May 2014 your unused points earned up to 31st December 2013 will expire.

How will I know if I have points due to expire?
We will send you an email outlining exactly how much you have to spend. Please make sure you have your email address and telephone number on your account so we can inform you if you have points due to expire.


I’ve already spent over €5000 this year; I want to be enrolled into Platinum straight away?
With the Brown Thomas loyalty programme everybody starts out as a Brown Thomas Black cardholder. To become a Platinum Cardholder as quickly as possible make sure you present your Brown Thomas Black card at every transaction so we can keep track and send you your Platinum card as soon as you do.

Do I have to wait a whole year to be upgraded?
Not at all, as soon as your spending qualifies you for a higher level of membership, you will be upgraded by the next working day. When you reach the Platinum tier we will send you a new loyalty card.


Black Card Holder: With our Black card tier there is no facility available to apply your receipts after the time of sale so make sure to always have your Black loyalty card swiped. To ensure you are always redeeming please enter your 19 digit card number on your phone so if you forget the card you still have the number.

Platinum Card Holder: As an extra benefit on our Platinum tier there is the facility to apply receipts onto your account. Receipts can only be applied after the account has moved to the higher threshold and cannot be back dated to before you had a Platinum account. Please call our loyalty team to have your receipts applied to your account. This facility can take up to 21 days to process.

If you have lost your Brown Thomas loyalty card please contact our Loyalty Line team on +353 (0)1 6677222 during these times. Or email loyalty@brownthomas.ie. Just pick up a new loyalty card in store or if you wish our loyalty team will send you out a replacement card. Please telephone us to update your card new card with your old points.

Each customer can only have one active loyalty card. If you have multiple cards please contact our loyalty line on +353 (0)1 6677222 during these during these times. Alternatively email loyalty@brownthomas.ie

If you are in store and you forgot your Brown Thomas loyalty card and you do not want to lose out on your points, there are a few options to gain your card number:

A) Your card number is displayed on your online account, so if you have a smart phone you can login online and show your sales associate your card number for your purchase.

B) We have our loyalty line open from Monday to Sunday during these times. Please call the loyalty line on +353 (0)1 6677222 during these times or email loyalty@brownthomas.ie to gain your card number for the purchase.

With the Brown Thomas Rewards MasterCard you benefit from all the rewards of the Encore Rewards programme including 3% back on all your transactions. With the Brown Thomas Black and Platinum loyalty card you will also earn points, so if you have both it is extra rewarding!

General Enquiries

Welcome online. Shopping at brownthomas.com is simple. Browse our departments and products from the top navigation. Drop down menus will help you search categories. Once you have found the items you would like to purchase simply add these to your Shopping Bag and follow the prompts to proceed to purchase.

If you already login to check your account details in the Loyalty Lounge, you can use the same username, but you will need to generate a new password the first time you use the online shop. You will also be able to check your points balance in the ‘My Account’ section.

It is simple to reset your password, follow the 'forgotten password' instructions on our sign-in page.

It is very simple; when you proceed through purchase you can change your address. You will find an option to ‘change your address’ in the final stages of your order. Or, you can edit your details in the ‘My Account’ section.

Please find the sign-up box on our homepage to subscribe to our weekly emails.

If you wish to unsubcribe from receiving promotional emails from us simply click unsubscribe at the top or bottom of all emails and confirm your request. Please note it may take up to 5 working days for your request to be implemented. You can sign-up again at any stage from our homepage should you change your mind.

We take your privacy very seriously and treat all your personal information as confidential. Please see our Privacy Policy for more detailed information.

Thank you for your interest. Please see our Careers page for details on Current Vacancies >.

Please contact our Brown Thomas Online Customer Service team by telephone on +353 (0)818 303062 or email onlinecustomerservices@brownthomas.ie. We are available Monday-Sunday during these times.

You may contact the Brown Thomas online Customer Services team by telephone on +353 (0)818 303062. We are available Monday-Sunday during these times.

Brown Thomas has four beautiful stores across Ireland. Please find the location of your nearest Brown Thomas store here >

Please see here for more details on locations and opening hours.

Registration and your online account

Creating an account means you will be able to enjoy many benefits which include saving your personal details and accruing loyalty points so your return shop will be quicker and more enjoyable.

When you register for a brownthomas.com account there is an option to receive marketing emails from us.

We take your privacy very seriously and treat all your personal information as confidential. We will not disclose your information to a third party without your consent. Please see our Privacy Policy for more detailed information.

Orders

We wil try to get your order delivered to you as quickly as possible. Therefore, after your order is placed, you will have a very limited time to cancel the order before it is dispatched. Once your order has been dispatched, we are unable to cancel your order. Please contact the Brown Thomas online Customer Services team immediately if you need to cancel an item. When you receive your item, you can return it. Please see our Returns Policy for more information about this process.

We will try to dispatch as swiftly as possible, this means we are unable to add items to an existing order once it has been placed. Please contact our Brown Thomas online Customer Service team by telephone on +353 (0)818 303062 or email onlinecustomerservices@brownthomas.ie during these times for more details.

We take your personal information and online security very seriously. For protection of both parties cards must be authorised. Occasionally, cards will be declined for a number of reasons please contact your bank for more details.

The 3 digit code we ask you for in addition to your card number at purchase is an important internet security feature, that now appears on the back of most Visa, MasterCard and Laser cards. The three digit number provides a cryptographic check of the information embossed on the card. The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate.

Yes, this is for your benefit and will make your process through purchase quick and easy on any return visit. Please note we take your privacy very seriously and we store your details securely.

We accept the following credit and debit cards online: Visa, MasterCard, Brown Thomas MasterCard and PayPal.

We will send you a confirmation email when we have received your order. We will not debit your account until your order has been dispatched, you will also receive a dispatch email when your order has been dispatched. Please note orders with multiple items may be sent in separate deliveries and you will receive an email confirming each item for delivery once dispatched.

If your order has not been dispatched we can make changes to billing and shipping details. Please contact our Brown Thomas online Customer Services Team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie. However, if your order has been dispatched we will be unable to make amendments.

No, this is not possible.

Please contact our Brown Thomas online Customer Services Team immediately by telephone on +353 (0)818 303062 during these times, or email onlinecustomerservices@brownthomas.ie.

In the unlikely event that we are unable to fulfil items in your order, we will ensure all other items are sent to you and the total cost of your order is adjusted.

We endeavour to take every care with your order, if you think your order did not go through please contact our Brown Thomas online Customer Services Team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie.

The first email you received from us is your order confirmation which confirms we have received your order. The second email is a dispatch email which outlines what you can expect in your delivery. Due to swift turnaround times some items may become out-of-stock between confirmation and dispatch of your order. We will ensure that the total amount of your order is revised to reflect this.

Delivery

Unfortunately, at this time, we do not deliver overseas. We deliver to the Republic of Ireland and Northern Ireland only. However, there is the option to use an international billing address and deliver to an address in Ireland.

We currently use An Post for our Standard and Express delivery services and Wheels Couriers for our Weekend Deliveries. For more details please see our Delivery Policy.

To track your delivery we will provide you with an An Post tracking number on your dispatch email. Please use the An Post tracking system ‘Track and Trace’ to follow your item from dispatch to delivery.

Returns

Making a return or exchange is simple. You have 14 days upon receipt of your purchases to decide whether to keep your items. Purchases can be returned to us by post (free of charge). Please find out more in our Returns Policy.

Christmas Extended Returns Policy


Please note you can return unsuitable Christmas gifts with an original/gift receipt for an exchange or Brown Thomas Gift Card until 8th January 2017.

We accept returns on full price and sale items bought online within the 14 day time-frame. Please note sale items bought in store cannot be refunded but can be exchanged.

Returning a purchase could not be simpler. We offer a free postal return label with your package. Simply reseal your item and send it back to the address on your dispatch email. It is advisable for you to obtain proof of postage at the Post Office as we will not be held responsible for lost or damaged item(s) through the post. Please see our Returns Policy for more details.

Please contact our online customer service team on +353 (0)818 303062 during these times or email returns@brownthomas.ie and we will assist you through the process.

We offer a free postal return label with your package which means you can return your purchases to us via An Post, free of charge.

No, we offer a free postal return label with your package which means you can return your purchases to us via An Post, free of charge. We advise that you obtain proof of postage. Please hold on to this proof of postage until you have received your refund.

Making an exchange is simple. You have 14 days upon receipt of your purchases to decide whether to keep your items. Exchanges can be made in-store only.

Please contact our online customer service team by telephone on +353 (0)818 303062 during these times or email returns@brownthomas.ie and we will assist you with this query.

Offers & Discounts

Please contact our online customer service team by telephone on +353 (0)818 303062 during these times or email returns@brownthomas.ie and we will assist you with this query.

Unfortunately, you can only use one discount code/promotional code at a time.

Unfortunately, you can only use your discount code/promotional code at the time of purchase.

Please contact our online Customer Service team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie and we will assist you with your query.

Products

We would be delighted to assist you. Please contact our online Customer Service team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie.

Please contact our online Customer Service team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie for more details on this product.

Please contact our online Customer Service team by telephone on +353 (0)818 303062 during these times or email onlinecustomerservices@brownthomas.ie and we will help you source this product.

Brown Thomas MasterCard Encore Rewards

To be eligible for these rewards with our exclusive affiliate partners please sign up to our Brown Thomas MasterCard programme and you will be informed of our Encore offers. If you have any further queries about Brown Thomas MasterCard Encore Rewards please see more detail telephone 1890362673 or email encorerewards@brownthomas.ie.

Loyalty points are accrued as part of our loyalty card programmes Brown Thomas Black and Brown Thomas Platinum. The Brown Thomas MasterCard Encore Rewards are rewards you receive with this programme. If you have both cards it’s doubly rewarding!.