1. Brown Thomas
  2. Frequently Asked Questions
  3. Refunds & Returns
  4. Returning an Order

Can I return an online purchase in-store?

Returning your online purchase to a Brown Thomas store is simple and convenient. This article explains how to return your online order in-store, what documents you will need, and any brand exclusions to be aware of.

How to return an online order in-store

  • Return window: Online purchases must be returned within 21 days of receiving your order.

  • Condition of items: All items must be unused, in their original packaging, and in a saleable condition with tags attached.

  • Required documents: Please bring your dispatch invoice and order confirmation email when returning an online purchase to the store.

Important brand exclusions

Certain brands have specific return requirements and can only be returned to the Brown Thomas Dublin store on Grafton Street. These include, but are not limited to:

  • Bottega Veneta

  • Christian Louboutin

  • Saint Laurent

  • Prada (bags and accessories)

  • Jimmy Choo (shoes and accessories)

Please ensure you visit the Dublin store if returning items from any of these brands.

Non-returnable items

The following categories cannot be returned, even if purchased online:

  • Unsealed, opened, or worn items

  • Made-to-measure, made-to-order, altered, or personalised items

  • Items unsealed after delivery for health or hygiene reasons

  • All food items (including hampers)

  • Beauty products where the packaging has been opened or unsealed

  • Intimates, lingerie, briefs, swimwear, hosiery, and body contour apparel

  • Bedding (including mattress protectors, duvets, sheets, pillows, and covers)

  • Gift cards

  • Seasonal products, Christmas decorations, and Christmas trees

  • Earrings and pierced jewellery

  • Paper carrier bags

Additional notes

  • Proof of purchase: An original dispatch invoice is required to process your return. Without it, we may be unable to accept the return.

  • Responsibility for goods: You are responsible for ensuring that items are properly packed and returned in saleable condition.

  • Refunds: Refunds will be processed to the original method of payment used for the purchase.

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