FREQUENTLY ASKED QUESTIONS
Q: How do I order?
Online – Use our website www.ealuexperiences.com to place your order.
Telephone – Call us on (01) 524 0504 and place your order over the phone.
Email – For bulk or bespoke orders please contact us via email at firstname.lastname@example.org
Q: How can I pay?
We can accept Visa, Mastercard credit and debit cards. For bulk orders we can also accept electronic bank transfers, cheques or bankers drafts, made payable to “ÉALÚ Experiences”.
Q: How much is delivery?
A: Delivery costs for a box delivered to anywhere within The Republic of Ireland is €7.75. Delivery to Northern Ireland and the rest of the world will differ depending on the country & the weight. Please enquire at email@example.com for our overseas rates.
If you are purchasing a bulk delivery (9 boxes or more) going to one address, the €7.75 rate per box will not apply. Our sales team can advise you on the bulk delivery to one address costs.
Q: How long will it take for my box to be delivered?
A: Depending on the box(es) you choose and the volume you require, orders for an individual item take 5 days to process and during busy periods we advise a 7 working day turnaround on Irish destinations & a minimum of 10 working days for outside Ireland.
For Bulk orders, please contact firstname.lastname@example.org where our sales team will advise you on bulk order delivery times.
Q: Can I track my order?
A: The courier company will contact the box recipient by text to advise that delivery is on route.
If you would like a tracking number to track your box, please email email@example.com and we will supply this to you.
Q: How will the person I am sending my gift to know who it is from?
A: We will include a greeting card with your gift. Make sure to enter your personal message in the message box when checking out.
Q: Can I choose when I have my delivery date?
A: You can order now and select your “future delivery date”
Deliveries are scheduled Monday to Friday in regular business hours 9am to 5pm. If your premises for any reason are not open during these hours, e.g. close for lunch, close early etc., then please inform the sales team when ordering to assist our couriers as much as possible.
Q: Can you deliver on Saturday, Sunday or Bank Holidays?
Not at present, our courier company delivers on weekdays only.
Q: Why do you need a telephone number for the recipient?
A: The courier will ring or text ahead to make sure there is someone home. Deliveries of gifts cannot be guaranteed without a contact number.
Q: What happens if there is no one home or I need to cancel my order?
A: The courier will leave a calling card which will notify the recipient of their gift delivery. The recipient will then contact the courier to arrange a suitable delivery time. Cancellation of orders is allowed, however if the box has already left our warehouse, there is a 25% value of box handling charge. Refunds are only then issued when the item is returned to our warehouse.
Q: What happens if my recipients address details are incorrect?
A: If the package has already left the warehouse and is subsequently returned, we will contact you to inform you that the item has been returned and the reasons why. At that point you can decide if you would like to resend the item in question, with revised delivery information. We have the right to charge for delivery & handling costs of up to 25% value of the order, when we ship to incorrect addresses. Note, as some items are perishable it may not be possible to re-ship the box and a new box will need to be paid for in full.
Q: What happens if something arrives broken?
If you can obviously identify an item as damaged upon arrival, DO NOT, sign the delivery docket to accept the delivery. It is important that you don’t sign for damaged goods as this could potentially release the delivery company from any related responsibility. Call us on 01 524 0504 as soon as the item arrives at your premises to report the details. We will resolve the difficulty as soon as we possibly can.
Q: What happens if something arrives broken and we only find it after it is delivered?
A: Notify us by email or phone call ideally within 48 hours of receiving the items. We will resolve the difficulty as soon as we possibly can.
Q: Is your packaging eco-friendly?
A: Yes, we only use recyclable or compostable materials.
The cardboard boxes are made from recycled material and are 100% recyclable.
The internal packaging used to protect the contents when in transit is biodegradable; just pop it into your household compost bin.
Q: How do I know all my recipients have received their boxes?
All orders are dispatched with unique tracking numbers. If you place your order online, an order will receive a tracking number which allows you to download a POD (proof of delivery) signature after a box has been delivered.
Please get in touch with us and we will provide you with tracking numbers for your orders.
Q: Are my credit card details 100% secure?
Yes, our ecommerce shopping cart is fully secure to encrypt your credit card details
Q: How much information do I need to complete my online gift order?
If you are planning on purchasing online, have your credit/ debit card to hand, your email address and the address details of where you would like to send your Gift. The phone number of your recipient & message you may like to put on your greeting card.
Q: Can I change my box or create a bespoke order?
Please contact us at firstname.lastname@example.org to discuss bespoke orders.
Q: What if a product has to be substituted in a box?
All our products are subject to availability. If due to some unforeseen circumstances it is necessary to substitute an item, the replacement item will most definitely be of equal or greater value than the product being replaced.
Q: How can I tell if my box contains products that require chilling?
The boxes containing products that require chilling are clearly labelled as such. Open the box and refrigerate the chilled products as soon as you receive them.
Q: What are the full Business contact details?
Éalú Experiences, Denshaw House, Baggot Street Lower, Dublin 2. Phone: 01 524 0504. Vat Number: 3455545NH
Q: How much can I spend on an Employee before Benefit-In-Kind tax applies?
A: The Benefit-In-Kind exemption threshold is €500. This allows companies to give individual employees a non-cash benefit of up to €500 in gifts without being subject to PAYE or PRSI.
Q: I have a large list of recipients, can I just send a spreadsheet of all the details?
A: Yes, if ordering items going to more than 7 recipients at separate addresses, use our Bulk Order Booking Form. Complete the form and email to email@example.com referencing your quotation/order number if applicable.
Q: Do the prices listed include VAT?
The website prices are listed including VAT.
MASTERCLASS AND VOUCHER QUERIES:
Q: My box includes a virtual masterclass; how do I access it?
If you have purchased a box with a virtual masterclass, your box will include a card with a unique link and a QR code to access the related masterclass.
Q: How do I access my online Masterclass?
You can access the Masterclass on all smart devices but obviously the bigger the screen the more enjoyable the experience!
Q: Is my Masterclass scheduled for a specific time or can I participate at a time that suits me?
If you have received a Vimeo online masterclass this Masterclass is pre-recorded so you can access it at any time that suits you up to 60 days after the receipt of your box.
If you have received a bespoke Zoom invite live Masterclass, please refer to the specific time this has been booked for.
Q: Is there an expiry date on my masterclass?
The masterclass link will expire 60 days after receipt of your box.
Q: What’s in my Ealu Experiences box?
Ealu Experiences has carefully curated each box so no two boxes are the same; please refer to the website for details on what is included in each box or contact our sales team who can take you through the details.
If you are looking for a recommendation, require details or have any other support related queries, please contact:
Phone: (01) 524 0504
BESPOKE & CORPORATE ENQUIRIES
If you would like help creating a bespoke experience, employee rewards or marketing prizes please email firstname.lastname@example.org
If you’re interested in a content collaboration with Éalú, please email email@example.com
SUPPLIERS & PARTNERSHIPS
Our partnership team is responsible for onboarding new suppliers and getting their experiences live. If you want to find out how to become an Éalú Experiences partner, please contact us at firstname.lastname@example.org.