FAQ
I have a faulty item, what should I do?
Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.
For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us. The exception is for things like lamps where a fault can't be illustrated.
Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.
Please note: We've has a number of queries regarding portable lamps not working. Can you please make sure you've been through the suggestions here before contacting us. Thanks!
Can I return my order?
Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.
Please note that we do not cover the delivery cost of returns (unless damaged/faulty, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.
For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.
Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition.
Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.
If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.
What do I do if my order is damaged?
If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.
Please email our team at customerservices@abigailahern.com with the following:
- Order Number
- Item Name
- An image or video that clearly illustrates the damaged item.
Please keep all packaging and items until the issue has been resolved.
We may require you to return the item, as it may be necessary to return it to the manufacturer.
Damaged or faulty item returns costs are covered by us, unless its too damaged we will confirm with the customer to dispose of the item.
If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.
How do I get a refund?
Once your product has been safely returned to us, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid. A replacement or refund will be issued within 28 days.
Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.
Some exceptions to our general refunds policy:
- Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
- Flash sale: flash sale items cannot be refunded.
- Paint & murals are non-refundable
- Wallpaper is credit only
Can I return self-assembly items?
If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order.
Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.
Can I drop my return to your Warehouse or Store myself?
We try to help our customers out as much as possible, please contact our customer service if you would like to drop your return off to our store. Once we have received the request, we will review this and advise if this is possible or not. Unfortunately, returning to our store this is not always possible due to storage space.
Do you ship internationally?
We ship AA products overseas (with the below exceptions). To change the country from which you wish to shop from, select the correct flag in the top right-hand corner of the desktop and add your items to the basket. Shipping cost will be generated at check out.
If you do experience an error, this may be due to a weight restriction. If this does happen, please email customerservices@abigailahern.com with...
- ...a list of product names
- ...your delivery address
With this information, our team will be able to get back to you within a few days after speaking to our couriers.
Please note, we do not currently ship paint, furniture and Fragile items internationally.
Shipping to Northern Ireland, Highlands and Islands
Delivery to the above areas will be quoted at check out, if your basket does experience an error this may be due to a weight restriction on our website. Our team are on hand to provide a shipping quote for you. To receive this, please follow the below steps:
Email customerservices@abigailahern.com with...
- ...a list of product names
- ...your delivery address
With this information, our team will be able to get back to you within a few days after speaking to our couriers.
Deliveries will not include any custom taxes or duties.
Has my order shipped?
You should receive an email confirming that the order has been dispatched.
However, you'll be able to check up on your order progress from your account page. Log in and click on the order in question. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.
If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com
I've had a change of heart. Can I change or cancel my order?
Once an order has been processed or shipped (usually inside 48 hours), the order can no longer be cancelled or changed.
However, in some circumstances you may be able to speak to customerservices@abigailahern.com to cancel/change the order if you're quick.
I have an item missing from my order, what should I do?
If an item is missing from your order and this wasn't expected, please kindly triple check all boxes and packaging materials to ensure the item is not hiding within, smaller items can sometimes be missed.
Some orders may contain items which will be shipped separately due to a longer lead time. Our processing team email all affected orders within 1 working day advising the product name and latest expected delivery date. We kindly ask you to triple check your inbox and spam folder incase the email has landed there.
Of course, if the item hasn't been found or you are unable to locate our processing team email, please kindly let us know your order number and the name of the missing item. Once we have received this information, we'll be able to get our team to look into this.
What are your London Store opening times?
We are open everyday.
Mon - Sat: 10 - 6pm
Sunday: 12 - 5pm
How can I get to your store?
Our address is 12 -14 Essex Road, London, N1 8LN
We're situated in the heart of Islington, very near Angel Tube Station and a 10 minute walk from Essex Road station which has easy onward connections to Finsbury Park.
Alternatively buses run every few minutes.
We don't recommend driving as parking nearby can be difficult.
My welcome/newsletter sign-up discount code is not working - what should I do?
1. You can only use it once, and it can't be stacked with other discount codes.
2. If you've already bought from us before and you're on the system you may not be able to use the welcome code.
3. Finally, a welcome code is valid for 7 days so it might have expired. In most cases we can re-activate or supply a new code (if you haven't bought from us before) so please email customerservices@abigailahern.com with the subject header "Expired welcome code".
Please Note: Welcome code cannot be used against certain products (paint, wallpaper, wine, sale items etc). Full list in Terms & Conditions
I never received my welcome/newsletter sign-up discount code
You should receive this instantly (though depending on your email provider this might take a couple minutes). If not, ...
1. Please check your junk/spam folder
2. Ensure you used the right email address (no mis-types/spelling mistakes)
If you bought from us before and you're already on our database you won't be eligible for our welcome offer
If you still can't find it and none of the above apply, you can re-enter your (correct) email address in the fields in the footer to re-generate a code.
I signed up a while back but I've lost my code
If your email address is not connected to a used welcome code we can generate you a fresh one. Please email customerservices@abigailahern.com with the subject header "Lost welcome code"
How long are gift cards valid for?
12 months from date of issue.
I have an Abigail Ahern gift card. Can I use it online?
You can indeed. At checkout you'll see a box where you can enter your gift card code.
If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.
If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online.
I have an online discount code. How do I use it?
Lucky you! At checkout you'll see a box where you can enter your discount code.
Please note some items are exempt from discount codes - Sale items, paint, wallpaper, murals, artwork, vinyl flooring, wine, design classes (when running) and selected LED lamps.
How do I add a new shipping address?
Log in to your account (person icon). You'll be taken to the My Account page.
In the top-right, click the chevron and then Profile. You'll be able to add and change your default address.
Note: If you need to change the delivery address AFTER an order is placed please email customerservices@abigailahern.com and we'll do our best to update the fulfilment center unless the order has already been dispatched.
I've forgotten my account password, what should I do?
Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.
Do you ship to the US?
Yes we can arrange many items to be shipped to the US (though customers are liable for customs duties). More delivery details can be found here.
Better still, we'll be launching our US site abigailahern.net in November 2025 which will stock our famous botanicals for quick delivery across the US.
I have a faulty item, what should I do?
Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.
For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us. The exception is for things like lamps where a fault can't be illustrated.
Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.
Please note: We've has a number of queries regarding portable lamps not working. Can you please make sure you've been through the suggestions here before contacting us. Thanks!
Can I return my order?
Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.
Please note that we do not cover the delivery cost of returns (unless damaged/faulty, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.
For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.
Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition.
Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.
If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.
What do I do if my order is damaged?
If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.
Please email our team at customerservices@abigailahern.com with the following:
- Order Number
- Item Name
- An image or video that clearly illustrates the damaged item.
Please keep all packaging and items until the issue has been resolved.
We may require you to return the item, as it may be necessary to return it to the manufacturer.
Damaged or faulty item returns costs are covered by us, unless its too damaged we will confirm with the customer to dispose of the item.
If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.
How do I get a refund?
Once your product has been safely returned to us, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid. A replacement or refund will be issued within 28 days.
Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.
Some exceptions to our general refunds policy:
- Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
- Flash sale: flash sale items cannot be refunded.
- Paint & murals are non-refundable
- Wallpaper is credit only
Can I return self-assembly items?
If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order.
Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.
Can I drop my return to your Warehouse or Store myself?
We try to help our customers out as much as possible, please contact our customer service if you would like to drop your return off to our store. Once we have received the request, we will review this and advise if this is possible or not. Unfortunately, returning to our store this is not always possible due to storage space.
Do you ship internationally?
We ship AA products overseas (with the below exceptions). To change the country from which you wish to shop from, select the correct flag in the top right-hand corner of the desktop and add your items to the basket. Shipping cost will be generated at check out.
If you do experience an error, this may be due to a weight restriction. If this does happen, please email customerservices@abigailahern.com with...
- ...a list of product names
- ...your delivery address
With this information, our team will be able to get back to you within a few days after speaking to our couriers.
Please note, we do not currently ship paint, furniture and Fragile items internationally.
Shipping to Northern Ireland, Highlands and Islands
Delivery to the above areas will be quoted at check out, if your basket does experience an error this may be due to a weight restriction on our website. Our team are on hand to provide a shipping quote for you. To receive this, please follow the below steps:
Email customerservices@abigailahern.com with...
- ...a list of product names
- ...your delivery address
With this information, our team will be able to get back to you within a few days after speaking to our couriers.
Deliveries will not include any custom taxes or duties.
Has my order shipped?
You should receive an email confirming that the order has been dispatched.
However, you'll be able to check up on your order progress from your account page. Log in and click on the order in question. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.
If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com
I've had a change of heart. Can I change or cancel my order?
Once an order has been processed or shipped (usually inside 48 hours), the order can no longer be cancelled or changed.
However, in some circumstances you may be able to speak to customerservices@abigailahern.com to cancel/change the order if you're quick.
I have an item missing from my order, what should I do?
If an item is missing from your order and this wasn't expected, please kindly triple check all boxes and packaging materials to ensure the item is not hiding within, smaller items can sometimes be missed.
Some orders may contain items which will be shipped separately due to a longer lead time. Our processing team email all affected orders within 1 working day advising the product name and latest expected delivery date. We kindly ask you to triple check your inbox and spam folder incase the email has landed there.
Of course, if the item hasn't been found or you are unable to locate our processing team email, please kindly let us know your order number and the name of the missing item. Once we have received this information, we'll be able to get our team to look into this.
What are your London Store opening times?
We are open everyday.
Mon - Sat: 10 - 6pm
Sunday: 12 - 5pm
How can I get to your store?
Our address is 12 -14 Essex Road, London, N1 8LN
We're situated in the heart of Islington, very near Angel Tube Station and a 10 minute walk from Essex Road station which has easy onward connections to Finsbury Park.
Alternatively buses run every few minutes.
We don't recommend driving as parking nearby can be difficult.
My welcome/newsletter sign-up discount code is not working - what should I do?
1. You can only use it once, and it can't be stacked with other discount codes.
2. If you've already bought from us before and you're on the system you may not be able to use the welcome code.
3. Finally, a welcome code is valid for 7 days so it might have expired. In most cases we can re-activate or supply a new code (if you haven't bought from us before) so please email customerservices@abigailahern.com with the subject header "Expired welcome code".
Please Note: Welcome code cannot be used against certain products (paint, wallpaper, wine, sale items etc). Full list in Terms & Conditions
I never received my welcome/newsletter sign-up discount code
You should receive this instantly (though depending on your email provider this might take a couple minutes). If not, ...
1. Please check your junk/spam folder
2. Ensure you used the right email address (no mis-types/spelling mistakes)
If you bought from us before and you're already on our database you won't be eligible for our welcome offer
If you still can't find it and none of the above apply, you can re-enter your (correct) email address in the fields in the footer to re-generate a code.
I signed up a while back but I've lost my code
If your email address is not connected to a used welcome code we can generate you a fresh one. Please email customerservices@abigailahern.com with the subject header "Lost welcome code"
How long are gift cards valid for?
12 months from date of issue.
I have an Abigail Ahern gift card. Can I use it online?
You can indeed. At checkout you'll see a box where you can enter your gift card code.
If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.
If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online.
I have an online discount code. How do I use it?
Lucky you! At checkout you'll see a box where you can enter your discount code.
Please note some items are exempt from discount codes - Sale items, paint, wallpaper, murals, artwork, vinyl flooring, wine, design classes (when running) and selected LED lamps.
How do I add a new shipping address?
Log in to your account (person icon). You'll be taken to the My Account page.
In the top-right, click the chevron and then Profile. You'll be able to add and change your default address.
Note: If you need to change the delivery address AFTER an order is placed please email customerservices@abigailahern.com and we'll do our best to update the fulfilment center unless the order has already been dispatched.
I've forgotten my account password, what should I do?
Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.
Do you ship to the US?
Yes we can arrange many items to be shipped to the US (though customers are liable for customs duties). More delivery details can be found here.
Better still, we'll be launching our US site abigailahern.net in November 2025 which will stock our famous botanicals for quick delivery across the US.