What happens if my order cannot be cancelled?

If your order has already been processed for dispatch, we are unable to cancel it. Here’s what to do if your order cannot be cancelled, and you no longer want the item(s).

Why Can’t My Order Be Cancelled?

Once an order is confirmed, it begins processing immediately to ensure timely delivery. After it reaches the dispatch stage, we cannot stop the delivery as the order is already in the hands of our delivery partner.

What Are My Options If I Can’t Cancel?

1. Wait for the Order to Arrive

   • If cancellation is not possible, you may need to wait until the item(s) arrive. Once received, you can then initiate a return if you still wish to send the item(s) back.

2. Initiate a Return

   • We offer a straightforward return process for most items. After receiving your order, please follow our return instructions to send the item(s) back to us. Once we receive the returned item(s) in their original condition, we’ll process your refund.

How to Start a Return

Republic of Ireland

• Option 1: Return an Online Order via Post

  • Step 1: Fill out the Returns Form included with your order and enclose it with your items. Pack your product carefully, preferably in the original packaging.
  • Step 2: Visit An Post Returns and follow the instructions for returning your items. Select ‘Brown Thomas’ under the Retailer selection box, or ‘Brown Thomas Electrical’ for electrical items.
  • Step 3: You can either print a returns label or schedule a pickup where An Post will provide the label upon collection. Please note it may take up to 14 days for items to reach us.

  Using this service allows you to return packages up to 20kg at a preferential rate.

• Option 2: Return Items to Store

  • Online purchases must be returned within 21 days from when you received your order and be in a saleable condition. Please bring the order confirmation, email, and dispatch invoice to any of our stores for assistance.

Northern Ireland

• Step 1: Fill out the Returns Form included with your order and pack your items securely.
• Step 2: Go to DPD.ie/returns and follow the instructions to return your items. For electrical items, select ‘Brown Thomas Electrical’.
• Step 3: Print the label and bring the parcel to a local DPD drop-off location. Your parcel will be returned via the DPD network, with full tracking available. Please note items may take up to 14 days to reach us.

This service also allows you to return packages up to 20kg at a preferential rate.