Customer FAQ

How can we help?
FAQ

FAQ

Can I change my existing order?

You can change your delivery address by emailing us, but please note that if the items have been dispatched it is more difficult for us to change. Do please contact us though, and we’ll do our best to help.

Can I get a refund if I find out, after I book, that we cannot come on that day because someone is sick/working?

Tickets cannot be refunded unless your Rathwood event is cancelled by Rathwood or you have purchased the Cancellation Option when originally booking your tickets. See Terms and Conditions for further details on the Cancellation Option.

Can I get a VAT invoice?

Of course. You’ll find this on your order confirmation email.

Can I pay by cheque or purchase order?

Unfortunately not. We can however provide our bank details and you can make a transfer to our account. But delivery is only dispatched when money has cleared into our Bank account.

Can I place an order over the phone?

We do take orders over the phone, our friendly Customer Care team in Rathwood Furniture Department are on hand to talk you through placing an order on our website. We use Sage pay Seccure payments to take your order over the phone, so no customer card details are kept!

Can I receive a refund due to adverse weather conditions?

No, sorry you cannot receive a refund due to adverse weather conditions, unless you purchased the ‘Cancellation Option' when originally booking your tickets. Rathwood will endeavour to ensure that all events will go ahead no matter what the weather. In the unlikely event that Rathwood has to cancel any event, we will post notices on this website, the Rathwood website www.rw.ie and Facebook and try to contact the ticket holders affected.

Can I reserve a table in the restaurant?

As our Restaurant has 300 seats, there is no need to book your table in advance. You are welcome to speak to one of our Restaurant Chefs or Supervisors on your arrival, if you have special dietary needs or requirements.

Can you have a wheelchair on the train?

Yes, we have space on the train for 1 wheelchair. When you make your booking you will be given the option to tick if you have a wheelchair.

Can you leave my delivery with a neighbor?

For smaller items, this is usually no problem. For larger items, we recommend you’re at the delivery address so that you can get it delivered to a room of your choice.

Can you send out fabric samples?

Of course. All you have to do is go to the Contact us page and request a sample.

Do I need a ticket for a baby for Rathwood Easter Train?

All children must be registered and have a valid ticket to go on the Rathwood Easter Train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €10 and only children over 1 year will receive an Easter Egg. Tickets are booked online.

Do I need a ticket for a baby for Rathwood Little Bo Peep Train?

All children must be registered and have a valid ticket to go on the Rathwood Little Bo Peep Train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €7 and only children over 1 year will receive a soft toy and cupcake. Tickets are booked online.

Do I need a ticket for a baby for the full Santa Experience?

Yes, all children and babies regardless of age must have a ticket. The baby will receive a present from Santa and can take part in the full Santa experience. This complies with health and safety practices and is a requirement of our insurance company. 

Do I need a ticket for a baby for Teddy Bear's Picnic Train?

All children must be registered and have a valid ticket to go on the Teddy Bear’s Picnic train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €10 and only children over 1 year will receive a picnic and make their own bear. Tickets are booked online.

Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

Yes, tickets must be purchased in advance and are available through our website. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

Yes, tickets must be purchased in advance and are available through our website. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

Do you have all your items on display in your showroom?

Yes. If you would like to contact us on 0599156285, we can just double check to see if the desired product is on display on our shop floor.

Do you sell to other businesses?

Yes, we sell to both individuals and businesses. For more info on business orders or trade discount please contact James on 059 9156285

Do you zero rate V.A.T. for shipping overseas?

At the moment, we only deliver to the UK and Republic of Ireland. And unfortunately we can’t zero rate V.A.T. for orders being shipped outside the UK after delivery to your Irish address.

Does Rathwood have a showroom where I can view the products?

Yes – you can see our products in our 40,000 sq ft Department store in Rath, Tullow, Co.Carlow.

How do I cancel an order?

It’s easy. You can cancel your order and get a full refund at any point up until we dispatch it from our warehouse – – you can do this by emailing furniture@rathwood.com. If you want to cancel an order as we’re getting it ready for dispatch, or after we’ve dispatched it, we’ll refund you the full cost minus any delivery charges. Please see our Terms & Conditions for further info.

How do I change my delivery address?

You can change your delivery address by emailing us on furniture@rathwood.com before we dispatch it from our warehouse

How do I know if I’ll be able to get my furniture into my home?

First of all, check the packaging dimensions on the product page. And bear in mind any communal staircases or corridors too.

How do I track the progress of my order?

By emailing us at furniture@rathwood.com or you can phone us on 059 9156285

How fast is Delivery?

Our aim is to get you your furniture as quickly and safely as possible. Therefore, we only use the best delivery companies who are efficient and are sure to handle your furniture with the utmost care.

Our general lead time on all items is 5-10 working days. However, our aim is to get the items delivered to your home within the first week of placing your order. If you require furniture urgently or within a certain time frame, please do not hesitate to contact us.

If for some reason we are unable to deliver within our general lead time of 5-10 working days, we shall contact you directly to advise.

How long does delivery take?

To check the estimated delivery time for a product before placing an order, check the Delivery section on the product page. Generally speaking, about 90% of our products are available for Delivery, which means you could get them in just 5-10 working days. For the rest, it depends when the stock will come back into stock.

How long is the Easter Experience Event?

Each experience will take 50 mins. Your time will be stated on your ticket. Please arrive at least 30mins before your trip. Please allow sufficient time for unforeseen delays (e.g. weather, traffic delays etc.)

How long is the Little Bo Peep Experience?

Each experience will take 1 hour. Your time will be stated on your ticket. Please arrive at least 30mins before your trip. Please allow sufficient time for unforeseen delays e.g. weather, traffic delays etc.

How long is the Santa Experience Event?

The Santa experience will take 1.30 hours. Your Start time will be stated on your ticket. Please arrive at least 30mins before your visit to receive your passes and gain free entry into our elves workshop. Please allow sufficient time for unforeseen delays (e.g. weather, traffic delays etc.)

I already have a booking made and I want to add the Cancellation option?

You can only take the Cancellation Option when making your initial booking. We cannot add it to your ticket once your booking is complete

I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after 17th of Febraury. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone. 

I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after September 1st. You will need a laser, debit or credit card to pay for your ticket. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after 17th of Febraury. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

I entered details incorrectly when I made a booking, how do I change them?

Please have your ticket number ready and call our Help Desk on 059 9156285 to amend any details.

I entered details incorrectly when I made a booking, how do I change them?

Please log back into www.santatrain.ie. In the Visitor Portal type in your email address & ticket ref no. (this can be found on the top of your e-ticket) to amend any details.

I need to add an extra child/adult in with our family. How can I do this?

Please telephone our staff at Rathwood 059 9156285 and we will do our best to fit in the extra adult or child on your train. Please note however, that if the train is fully booked, we will be unable to add the extra person onto the same train for you.

I received the wrong product, what shall I do?

First of all, we’re really sorry for the error. Please contact us and we’ll sort this out for you as soon as we can.

I'm having trouble paying through my Paypal account, what should I do?

Simply get in touch and we’ll be glad to help. Please phone us on 0599156285

Is the Rathwood Easter event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

Is the Rathwood Little Bo Peep event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

Is the Rathwood Santa event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

Is there parking at Rathwood?

Yes, there are 300 free car spaces, 6 disabled spaces and ample parking for coaches.

Is there restaurant facilities?

Yes, Rathwood has a 300 seater Restaurant with food served up until 5.30pm

My order is later than expected - What shall I do?

Firstly we are sorry, please contact us on 0599156285 or email us on furniture@rathwood.com

My printer is not working, how do I print off my ticket?

Take note of your Ticket Number and the email address you used. You can log back in and print off your ticket when you have your printer working or at another printer. It is important that you print off your ticket and bring it with you to your Rathwood Event.

My product has arrived but I want to return it.

That’s no problem. Just contact us within 7 days of delivery including your order details and a brief reason for your return – you can do this through calling us on 0599156285. We’ll then arrange to collect it from you. Please note that a delivery collection charges will apply. We charge a standard €39 collection rate.

What are Rathwood's opening times during the Easter Season?

Rathwood is open 7 days a week.

Shop: 9am to 6pm Monday to Saturday

11am to 6pm Sunday

Restaurant: 9.30am - 6pm Monday to Saturday

11am - 6pm Sunday

What are Rathwood's opening times during the Santa Season?

Rathwood is open 7 days a week. (These are the Christmas opening times November 26th - December 23rd) Shop: 9.30am to 9pm Monday to Saturday 11am to 7.30pm Sunday Restaurant: 9.30am - 9pm Monday to Saturday 11am - 7.30pm Sunday.

What are Rathwood's opening times?

Rathwood is open 7 days a week.

Shop: 9am to 6pm Monday to Saturday

11am to 6pm Sunday

Restaurant: 9.30am - 6pm Monday to Saturday

11am - 6pm Sunday

Get in touch

Have questions about your order, or a general enquiry?