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Frequently Asked Questions

GETTING STARTED

Register an account:

Register an account with us to get the benefit of

  • having your orders and order history in one place.
  • expedited check-out system.
  • opt-in to receive our newsletters keeping you up to date on the latest trends, special offers and promotions.

Register as New Member, please click here. Alternatively, you can also Checkout As Guest; should you wish .

Issue registering/logging in:

If you receive the message below, the email address being entered is already registered with ardkeen.com.

If you already have an account with us, but can't remember your password; you can use the forgotten password link to re-set it. Follow the steps provided thorugh the link

Once you have followed the steps of setting up your account you can update your details using the My Profile section of our site. Here you can manage your addresses, change your password and payment cards.

If you are not sure what email address you used to register, or, if you are having any difficulties; please contact our online customer service team customerservice@ardkeen.com or call us on +353 (0)51 874620.

PLACING ORDERS

Placing Your Order

Browse our categories or use our search feature to find the products you would like to purchase by;

  1. Use the search function at the top right [desktop], left [mobile] of the website, lookout for the magnifying glass!
  2. Browse our categories for inspiration. 
    • Within the categories you can use our filters to sift through to your product of choice.
  3. Add to Cart or click into the product to
    • increase your order quantity,
    • read the labelling information ,
    • read up on the producer,
    • use the "You might also like to try..." to explore more related products. 
  4. Once you are ready to purchase, click on the cart icon [top right] and enter your details through the 4 checkout pages. 

There aren't enough items in stock to order this quantity.

Each online order is picked from the shelves in store where we maintain a stock file. This benefits our customers, both in store and online, producers, and environment, as the products are stocked by customer demand. If you wish to place a bulk order; please email us customerservice@ardkeen.com and include “Bulk Order Query” in your subject line.

My order is a gift; I do not want to include a receipt.

We do not include pricing details with any of our deliveries unless Customs documentation is required. Should you require a VAT receipt we can supply this upon request. Please email us customerservice@ardkeen.com include “VAT Receipt” in your subject line and order number in the body.

Product substitutions.

Each online order is picked from the shelves in store where we maintain a stock file. This benefits our customers, both in store and online, producers, and environment, as the products are stocked by customer demand. On occasion a product ordered online may sell out before it is picked. Where this happens, we have instructed our team to substitute like for like [Irish for Irish, Vegan for Vegan, Organic for Organic] where possible. If you do not wish to receive a substitution in your delivery, please let us know in the “instructions/notes/requests” box as you check out.

Can I request my preferred delivery date? 

Yes, enter your preferred delivery date within the “instructions/notes/requests” box as you check out; we will deliver as close to your selected date as possible. 

Who delivers my online order?

Our Shipping and Delivery information including our nominated courier is available here

Which products are available for Shipping Worldwide?

We are happy to ship all ambient products with an appropriate shelflife Worldwide. Products delivered to destinations outside the EU may be subject to laws, taxes, fees, levies or other charges, which are imposed by local legislation.

The recipient of the product is responsible for all customs formalities for their export and import and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who ordered them, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please make sure they are aware they will be responsible for any additional charges. Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check the import charges applicable in any country before ordering products to be delivered there.

Payment Options

Payment can be made by credit card, laser card, ardkeen.com vouchers or FromMe2You gift card when purchasing online.

We accept most credit cards and debit cards such as Visa, Mastercard, Diners Club, American Express, JCB, AMEX.

Using the ardkeen.com giftcard

  1. You must register and log into your ardkeen.com account to redeem your online voucher.
  2. On the Member Dashboard click on "Vouchers". 
    • Enter your voucher number. 
    • The voucher value will then be added to your account.

How do you use my details?

Your details are only ever used to process your order.

We do not supply details to third parties, and adhere to all GDPR regulations.

We are committed to ensuring that your information is secure. If you require any further information click through here.

How secure is shopping in www.ardkeen.com?

Shopping with us is completely secure. We use Stripe to process payments. Sensitive information is encrypted. We do not hold or have access to your payment method details as these are not saved on our website.

We are committed to ensuring that your information is secure. If you require any further information click through here.


Card declined, authorisation required:

Credit card payments are usually authorised by providing the card number, the expiry date and the CVC code on the back of the card.

However, many banks have started to introduce an extra level of security of for online transactions by implementing 3D Secure 2 to authorise payment which may now result in the following message:

“Your card was declined. This transaction requires authentication.”

We will launch a new platform in September 2021 which will have full 3D Secure 2 integration, however in the meantime please be assured your payments are always processed securely.

If an issue arises during the payment process, you can contact us via email or phone.


Issues arising whilst using the “Update Cart” or “Remove” functions.

Occasionally the page will not progress and may remain on this screen, in which case, simply use the refresh button to apply the change.

Order Confirmation

You will receive a confirmation email, on placing your order. 

Once the order is picked, packed, and dispatched, you will receive a dispatch email from our Online Customer Service Team with the nominated courier and tracking details for your purchase.

We will make contact via email or the billing phone number provided, should any queries arise on your purchase.

For queries regarding status of your order; contact a member of our Online Customer Service Team email CustomerService@ardkeen.com or phone 00353 (0)51 874620

Order Tracking

Once the order is picked, packed, and dispatched, you will receive a dispatch email from our Online Customer Service Team with the nominated courier and tracking details for your purchase.

We will make contact via email or the billing phone number provided, should any queries arise on your purchase.

We use An Post registered courier service, who then nominate an affiliate courier service in each country to complete delivery. For more information click here.

For queries regarding status of your order; contact a member of our Online Customer Service Team email CustomerService@ardkeen.com or phone 00353 (0)51 874620.

Why does my tracking history show an earlier date to when I placed my order?

You may note the first scan on your tracking number, "Your post was accepted in NEWTOWN, CO WATERFORD", displays an earlier date to when you placed your order. This results from  pre-scan the labels, which speeds up our dispatch process.

What happens if I am not available when you try to deliver my order?

If you are not at home to accept the delivery, our courier will leave a card with the contact & instruction details. You can then contact them directly to re-arrange delivery or arrange to collect your order.

Orders containing chill, and/or fresh product: our chill delivery boxes use a coolant which maintains a temperature of between 2 – 8°C for up to 48 hours transit time. For this reason, it is important when placing an order that you consider your availability to take delivery as we cannot guarantee suitable conditions for maintaining optimum freshness after this time frame.

Please ensure to check your tracking code issued by email, if an attempted delivery has been made, you should contact your local Post Office. 

If I’m not at home can the driver leave it with a neighbour or in the porch?

We request proof of delivery, to ensure sure all your purchases arrive in perfect condition.

If you are not home when delivery is attempted then you can rearrange with the courier or collect from your nearest depot.

If you wish to leave with a neighbour then you must input their address into the shipping fields when completing your order.

DELIVERY INFO

Where do you deliver to?

We offer Worldwide Delivery on all ambient products.

You can see a full list of countries that we currently deliver to, information on transit times and dispatch time frames: CLICK HERE 

*chilled products available for delivery on Island of Ireland and Great Britain only*

If you would like to receive delivery outside of the countries listed, please contact our Customer Service team at CustomerService@ardkeen.com and let us know what you are interested in purchasing, we can thing provide shipping costs.

Can I order online and pick up in-store?

At present, we do not have a Click-And-Collect service.

If you have additional queries in relation to in-store pickup please email us at customerservice@ardkeen.com

Change / cancel / add to an order

We strive to dispatch orders as quickly as possible; this means we may be unable to change details on your order when you request them, however if your order has not been processed we will endeavour to assist you with your request. Please contact customerservice@ardkeen.com or call us on 051874620 immediately.

Item shows in stock, but I have not received it in my order

Occasionally, an item that appears to be in stock on the website may still be out of stock on processing your order.

If this is the case, we may:

  • contact you to let you know our next delivery date of the product
  • substitute with a similar product
  • refund the out of stock item to your card. 

You will be notified via email or phone if this option is required.

Products in my hamper do not match the web listing

Our suppliers are small batch producers and in the case of hampers the stock listed or shown in the photo may not be available, where this occurs, we will substitute with items of similar quality and value.

Customs and Imports Charges

If your order is being dispatched to an address within the EU, no additional duties or taxes apply. Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. These costs are outside the control of ardkeen.com.

COMPLETED ORDERS

Where is my order?

Due to new COVID-19 restrictions & BREXIT Transition period ending you may see some changes when you shop with ardkeen.com

If you haven't received your order yet, it may be because it is still out for delivery. Perhaps the courier has tried to deliver but you weren't in? They will try up to 3 times. You can track your order with the unique tracking number you got in our dispatch email. If you are still having problems, please contact us and we will be happy to help!

My order is incorrect / incomplete

It maybe that an item you selected was out of stock when we were packing your order. If out of stock, the item would have been cancelled or substituted. You will have been notified via email or phone to confirm this.

Should you encounter any issue with your order please contact our online customer service team by phone on +353 (0)51 874620 or by emailing customerservice@ardkeen.com

When will I receive my refund?

If a refund is necessary; your refund will be issued straight away, funds should reach your bank within 5 working days. Refunds will only be issued by the same method of payment. 

Error messages 

Sorry you've had a problem with our website and thank you for letting us know so that we can fix it.

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address please contact customerservice@ardkeen.com or call us on 051874620 detailing the following:

  • What the issue was
  • Link to the page where the problem happened
  • Screenshot of the issue if possible
  • Details on what should have happened
  • What browser you are using
  • Any error message that appeared on the screen

CONTACT US

If you didn't find your answer at ardkeen.com FAQ; we’d still like to help…

Email us at :               customerservice@ardkeen.com

Call us at:                    +353 (0)51 874620

Write us at letter at:   Ardkeen Quality Food Store, Dunmore Road, Waterford, Co. Waterford Ireland X91 HP9W

and we will get back to you as soon as we can.

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