Frequently Asked Questions

Who are Exertis?

Exertis are eir’s fulfilment partner for the Connected Living website, they will be managing the pick, pack, dispatch and payment collection on behalf of eir. Exertis is one of Ireland’s and indeed, Europe's largest and fastest growing technology distribution and specialist service providers. We are part of DCC plc, a FTSE 100 listed company. Across Europe we partner with over 360 global technology brands and over 28,850 resellers, e-commerce operators and retailers, including eir. In our most recent financial year to 31st March 2016, Exertis had a turnover of EUR 3.17 billion. www.exertis.com 

Is my order accepted once I place it?

No. All orders placed on our website are subject to acceptance and certain fraud checks. We always do our best to accept an order, but sometimes we might have to reject it for reasons outside of our control.
Once you place your order, you will receive the following emails;

• Email – sent when your order has been completed. 
• Email – sent if your order has been changed (by our order admin team). 
• Email – sent if an item you have ordered and previously in stock goes out of stock. 
• Email – sent when your order has been shipped with an assigned tracking number.

Can I change my delivery address after I place my order?

We use the Nightline courier service as our delivery method. To change your delivery address, simply select ‘Change Delivery Address’ on the Nightline website, using the ‘inflight’ text message or email you receive regarding your order and amend to the new address.

I have ordered online but haven’t received a confirmation email, what should I do?

When you order online we'll send you two emails. The first confirms that we've received your order – we'll send this shortly after you've placed it. The second confirms your order has been sent out for delivery – if for any reason your order has been cancelled, this email will notify you.

If you haven't received either of these emails, we may require more information from you. We will try to contact you, but if we have not contacted you, please call our eir Customer Care Team on 1901.

Where can I track my order?

We use the Nightline courier service as our delivery method. To track your order, simply enter your tracking reference number, which you received with your order confirmation, into the 'Tracking a Parcel' box on Nightline.ie and press 'Track Now'.

What if I'm not at home to accept the delivery on that date or need it delivered elsewhere?

When you receive your order dispatch confirmation email & SMS the evening before delivery there are options to link to our site & change the delivery date or address to one that is suitable for you to receive your delivery.

When will I receive my order?

We offer next day delivery on all orders made between Monday and Thursday in the Republic of Ireland only. If your order takes longer than that to deliver, it will have been flagged as such on our website at the time of your order. If you do not receive your order, please track your parcel at Nightline.ie or call our Customer Care Team on 1901.

I do not live in the Republic of Ireland. Can I place an order to be delivered outside of the Republic of Ireland?

Unfortunately, we cannot accept orders from or deliver to addresses outside of the Republic of Ireland.

I was not home when you tried to deliver my item, who do I contact to arrange a new delivery time?

You can contact Nightline courier service directly on 1890 321 890. Quote your tracking reference number and arrange a more suitable date and time for delivery of your item.

There is something missing from my order, what can I do?

If you've received your order and something is missing you should contact the eir Customer care team on 1901, quoting your order reference number, and we will investigate your claim.

There is something wrong with my order, what can I do?

Please call the eir Customer Care team on 1901 and a member of our team will assist you. Please note, that for data protection purposes, our call centre can only talk to the account holder.

How do I get technical support on the product?

You can log onto our website for a full list of support contacts by manufacturer or see support. The eir Customer Care team can advise you of these contacts.

Can I change my mind after buying a product online?

There is a 14 day cooling off period from the day of purchase to change your mind. Please contact the eir Customer Care Team on 1901 to receive an exchange or refund.

We recommend that you use tracked post to return your item to our address. Please refer to "How do I return items (by post)" to access the Returns form.

I received an email to say the item I ordered is out of stock, how long will it take to get a refund?

You will receive a full refund within five working days from when the order is cancelled.

What is the returns policy for online orders?

We are happy to return or exchange your online purchase under any of the following circumstances:

1) Change of mind (within the 14 days)
2) Faulty purchase (less than 28 days) – once the fault is verified
3) Unused accessories (within 28 days)

Can I return items to an eir store?

Unfortunately, we cannot accept returned products back through our eir Retail Stores.

Please return items you purchased online to Exertis using tracked post to the following address:
EXERTIS RETURNS, M50 BUSINESS PARK, BALLYMOUNT ROAD UPPER, DUBLIN 12.

Please enclose a valid proof of purchase; and the product, along with packaging and full contents.

Please note:

1) All faults must be visible or replicated once received back to Exertis and returns cannot be processed if there is any physical, customer or liquid damage.
2) Refunds for online returns cannot be issued through a Retail store because of the difference in payment systems. Once our online returns team receive your item, your refund will be issued, however please be aware that this can take up to seven working days.

Returns_Claim_Form.pdf

How do I return items (by post)?

If you want to return items by post, we recommend that you return your product to Exertis via REGISTERED/ TRACKED POST to the address below:

EXERTIS RETURNS, M50 BUSINESS PARK, BALLYMOUNT ROAD UPPER, DUBLIN 12.

Please include a valid proof of purchase (your receipt or delivery docket), as well as all product packaging and all of the product’s contents.

Please note:

1) If you are returning items by post, you will be responsible for your own shipping costs; these costs are non-refundable.
2) We recommend that when returning items by post, you choose a service that provides a tracking number and requires a signed proof of delivery.
3) Returns cannot be processed if there is any physical, customer or liquid damage. Please ensure that the packaging you choose correctly protects the product that you are returning.
4) If the product is damaged while in transit to you and you need to return it to us, you will be reimbursed for the cost of returning the goods to Exertis via registered post.

Returns_Claim_Form.pdf

Can I cancel or change my order before it is sent for delivery?

Due to the prompt processing of orders by Exertis, to ensure next day delivery to our customers, it is not possible to change or cancel an order once it has been placed.

Is it secure to order online on your website?

We take every precaution to give you piece of mind when buying from our website, we use the following technology to ensure that your information is protected.

3D Secure/ Realax Payments

3D Secure is seen as an added layer of security for online credit and debit transactions. It was developed by Visa to improve the security of Internet payments. On all transactions, we use 3D Secure to ensure that your information is safe and can’t be tampered with.

We’re SSL certified

When you shop on our website a security logo will appear when you get to the site's checkout.

Data protection

When you disclose information about yourself in order to obtain products from us, we ensure that all your personal information is protected under the Data Protection Act.