What are the shipping charges for delivery in Ireland?

  • A set charge of €8 is the standard fee for delivery by DPD Nationwide. This is limited to an order size up to 30Kg
  • If your package exceeds 30Kg, a second charge of €8 shall apply for a second package. This will be calculated at checkout.

What is the breakdown of the shipping charges?

  • Shipping charge is inclusive of processing, handling, picking, packing, and courier service charges.
  • Shipping charges are subject to rise every time the cost of external courier service charge increases and is directly impacted by inflation and increasing wages.

What is the delivery schedule of Thai E-Saan Market online orders?

  • Please allow 1-2 days for order processing and 1-2 days for delivery time.
  • Order processing is the time taken by the Thai E-Saan’s team to receive your order, pick the items and pack your items securely.
  • Delivery time is the time taken by the courier company to deliver the parcel to the address provided.

How do I know when my order is shipped for delivery?

  • Once an order is placed, you will receive a confirmation email with your order details, order number and details of the courier company.
  • Your order will be processed within 1-2 days by our team. This includes the picking and packing time.
  • Once your order is collected by the courier, you will get a email detailing your tracking number.
  • You can use this tracking number on the courier’s website to track your order in real time.

When will I receive my delivery if placed an order?

  • Orders placed before 11:45pm will be shipped/dispatched the next day.
  • You will receive your order in 1-3 working days.
  • If an order is placed on Friday, it will not be dispatched until the following Monday from Thai E-Saan. You will receive your delivery in 1-3 working days after dispatch.

When will I receive my delivery if I placed an order on a bank holiday?

  • Next day delivery services are unavailable on Bank/Public holidays.
  • Orders will not be dispatched on Bank Holidays and Public Holidays such as Christmas, Easter, etc.
  • You will receive your order in 1-3 working days after the holidays are over.

How do I track my order?

  • You will received an email notifying you that your order has been shipped/dispatched with a shipment and tracking number attached. Please note that all parcels sent by Thai E-Saan are accompanied by the tracking number and logistics delivery notice (SMS or email).
  • For DPD deliveries, enter your DPD tracking number on https://www.dpd.ie/tracking to track your order.
  • For DPD deliveries, if the order is placed on a Friday, your tracking number won’t be active until the next Monday at 15:00. DPD deliveries are not picked on Fridays or weekends.
  • If there is any problem during the delivery, please contact us as soon as possible. Our team will do their best to investigate the matter and solve your problem in a timely manner, please contact us via email – patrick@thaiesaan.ie  

Delays in Order Delivery

Why if my order delayed?

Some orders can be delayed due to any of the following reasons:

  • Processing time was extended if an item was unavailable, or if a customer requested substitutes for unavailable items, or if there is a large volume of orders for the day.
  • If an order was returned to us from courier services due to broken items during transit. The order will be sent out again and you will be notified. You’ll receive the order in 1-3 working days from the day of re-delivery.
  • Orders placed during Christmas and New Year week along with any bank holidays or public holidays.
  • If your order doesn’t arrive in 3 business days, please email us at patrick@thaiesaan.ie with your name, order number and date when the order was placed . We’ll contact our courier services to investigate the cause and get back to you as soon as we have the information.

Frozen Product Delivery 

Please be advised that frozen products may defrost during delivery and the items may stick together. Upon arrival please keep it refrigerated and we recommend to consume within 24 hours or the manufacturer’s guidelines, whichever is soonest.

Can I order frozen products for Nationwide Delivery?

  • Yes, we can accommodate nationwide delivery of frozen produce
  • Any orders containing frozen products (dumplings, meat, etc) are packed with cooling materials in polystyrene boxes maintaining the cold chain and quality of our foods.

How do I get refund for frozen products?

  • Some frozen products can defrost during delivery. When delivered, please keep it refrigerated and consume within 24 hours or by manufacturer’s guidelines, whichever is soonest. (Please do not refreeze as this can affect the quality of the product.)
  • We are not be able to guarantee the quality of chilled or frozen products when delays in delivery caused by the absence of the customer on the day of delivery. Any loss or damage of chilled and frozen items cannot be refundable. We will not be able to guarantee the quality of chilled and frozen products or refund with any unforeseen delays of the delivery after the order has been dispatched.

Changing My Order

What can I do if I entered the wrong delivery address?

  • Please ensure the Eircode is correct and double checked before placing your order.
  • It is the customer’s responsibility to ensure the address entered in the shipping address is correct.
  • We will not be liable for any missed deliveries due to incorrect delivery details entered by the customer.
  • If you’ve entered the wrong delivery address, you can request a change free of charge only before the order is shipped. Email patrick@thaiesaan.ie or WhatsApp us at 086 3337341 to request delivery address change.
  • Delivery address can only be changed until 12pm on the day of dispatch.

Can I add any more items/increase quantity after placing an order?

  • No, you cannot add or request to add any new items to your order after your order is placed and is being processed by our team.
  • You cannot increase or request to increase the quantity of existing items in your order once it is placed and sent for processing.
  • If you wish to add new items, you will need to place another order irrespective of the order quantity or shipping charges.

Can I remove items or reduce quantity of items after placing an order?

  • You cannot request to remove items or reduce quantity of items after you’ve placed as the order may be packed and secured.

Cancelling My Order

Can I cancel my order if it is not shipped?

  • Yes, you can cancel your order free of charge before it is shipped/dispatched but not after it is shipped.
  • All cancellation requests need to be made before 12pm.
  • Refund for your existing order will appear in your existing payment method within the next 5 business days.
  • All cancellation requests need to go through email patrick@thaiesaan.ie or WhatsApp at 086 333 7341 with the details of your existing order.

Can I cancel my order if it is shipped?

  • No, this facility is not available.

Received Delivery

Missing Items from Order

What if an item is missing from my order?

  • Please first carefully check the full contents of your parcel. An item may be wrapped with other items or may not be visible within the packaging.
  • You’ll be notified via email/WhatsApp if any item is out of stock during the parcel being packed.
  • You will be offered a substitute if you agreed to accept. If we are unable to reach you, we will ship your order without the item.
  • When you receive your order, your delivery note will be marked with the out of stock items.

How will I receive refund for the items missing from my order?

  • We don’t refund separately for items removed from your order. You’re only charged once.
  • When an order is placed, we only hold the total payment including the out-of-stock items. This is not the final amount charged from your account.
  • Once we remove items from your order, your final payment will be reduced instead of a separate refund.
  • You will only be charged for the items that are in stock and included in your final shipment once you receive the parcel.
  • Please check your bank account in a 1-3 days to see the final charged amount from Thai E-Saan.

What if the item was not out-stock but still missing from my order?

  • Please email us within 48 hours (2 days) of receiving your orders to patrick@thaiesaan.ie and we’ll contact you back to arrange a refund or a re-delivery of the missing item(s).
  • Please include your order number, your name, email, order date and items missing from your order.
  • Please also include at least 3 photos of the parcel fully open, order contents, and delivery note found inside the parcel.
  • We cannot consider missing items refund or re-delivery requests without photographic evidence.

Received Incorrect Items in Delivery

What if I received an incorrect item(s)?

We may ask you to return the incorrect item(s). If this is the case we will cover return postage costs.

Please first carefully check your delivery note and see if your incorrect item(s) are not substitutes for out of stock items.

If you are sure the item(s) are incorrect, please take photos, email and contact us hans@thaiesaan.ie  immediately so that we can send the correct item(s) or further arrange refund for you.

Returning Items after Receiving 

Can I return the items that I don’t want/need anymore?

  • You can return any unwanted item(s) within 14 days of receiving delivery of your order by contacting patrick@thaiesaan.ie .
  • You have another 14 days to return the goods once the request has been granted.
  • Please note that any postage cost incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error.
  • Please note that we do not offer a refund on the following items:
    • perishable items: frozen food, fresh & chilled items
    • any items which have been opened or package has been broken
    • any discount items
    • unwanted items up to 28 days after receipt
    • any damaged or missing items reported after 30 days of receiving delivery
  • Items must be returned in unused and in unopened packaging conditions. This policy doesn’t affect your statutory rights. We only accept returns from the person who bought the item.
  • The refund will be proceed only upon the item(s)/parcel(s) have been returned to us and checked. Normally it will take 5-8 working days to show in customer’s bank card/account after our process.

How do I make a return to Thai E-Saan for an item bought online?

  • You can return items to us by posting / bringing the item(s) together with the delivery note which you received in your parcel to the following address indicating which item(s) you are returning:
    • Thai E-Saan, Farrell Street, Kells, Co Meath, A82 T856
  • If you are posting an item back to us we recommend that you obtain a proof of posting certificate or receipt.

What if my parcel is returned and I wish to get it back?

  • Please make sure that you’ve entered the correct shipping address especially the Eircode which is used to deliver.
  • Please ensure that someone is available to take the delivery or that the order can be left in a safe place outside the address.
  • If the parcel has been returned to seller due to wrong delivery address, the buyer has the responsibility to pay for all the cost associate with it.
  • The cost associated with the return of the parcel will be €8.00 inclusive of the fee charged by courier fees for re-delivery.
  • If the buyer is unable to sign for parcel after 3 attempted deliveries is the cause of the parcel to be returned to seller, it is buyer’s reasonability to pay for the cost associated with the return and with re-delivery of parcel. This is €8.00 inclusive of the fee charged by courier fees for re-delivery.

Who pays for the cost of returning items?

  • The customer is responsible for returning the product to the seller.
  • Thai E-Saan Market is not liable to refund for return postage costs.

Damaged Items in Order

What if I receive damaged items?

  • Please first carefully check the packaging thoroughly and see if your damaged item(s) are broken, leaking or in bad condition at delivery.
  • We cannot refund/return partially damaged items like dented cans/tins or if a broken item is spilled over the item.
  • If the item is still usable in any condition, we cannot consider it damaged and won’t be able to process a refund/return.
  • If you are sure the item(s) are damaged thoroughly and unusable, please take photos, email and contact us patrick@thaiesaan.ie immediately, within 48 hours, so that we can send the correct item(s) or further arrange refund for you.

General Section

My Account

Where can I see the details of my order?

  • All customers can view the details and status of their orders online to see if their order has been confirmed, in the progress of being prepared or has been dispatched.
  • This information is available by logging into ‘My Account’.

How to open an account and place retail only orders?

  • You do not have to have an account with Thai E-Saan to order. You can check out as a guest.
  • However, to make an account, go to ‘My Account.’ The page will prompt you to log in, but you can register by clicking on ‘Don’t have an account? Register now.’
  • The type of information we may collect about the customer includes;
    • Customer Name
    • Customer Phone/Mobile Number
    • Address Details
    • Email Address
    • Credit/Debit Card Details
  • The information we collect from the customer will only be used in accordance with the data Protection Act 1998. We will never collect sensitive information about the customer without explicit consent. Personal information which we hold will be held securely in accordance with our internal security policy and the GDPR law.

Why should I create an account?

  • Instant access to your placed orders with the order status and further details.
  • Easier to create future orders with no need to enter shipping/billing address and contact info multiple times.
  • Member only benefits like seasonal promotions and special discounts.
  • Convenient to track payment issues and order related amendments.

How do I change my account information?

  • You must be logged in to change your account information.
  • Your information (profile, address and password) can be changed via ‘My Account’ page.

Is my information safe if I create an account?

  • Yes, all your information is safe and secure in accordance with the GDPR regulations and internal security policy.
  • You can request us to delete all your stored information via emailing us at patrick@thaiesaan.ie.

Placing an Order

How do I place an order?

  • Go to Thai E-Saan Home Page, search for your desired items or explore in categories, and add items to your basket.
  • When you are finished shopping, go to ‘View & Edit Cart’ or ‘Proceed to Checkout’
  • Once the items are confirmed, continue to ‘Checkout’
  • Input your billing & shipping address. Please ensure the Eircode is correct and double checked before placing your order.
  • In ‘Review Order’ input your payment details, check the T&C agree box, and hit ‘Confirm’.
  • Once an order is placed, you will get a confirmation email with your order details, order number and delivery details.

How do I know if my order was successful?

  • If your order is successful you will receive an automated confirmation email to confirm your order has been received.
  • If you think you have placed an order, but have not received any emails from us, please email us at patrick@thaiesaan.ie to confirm we have received your order. It could be due to the order going through incorrectly, or an error in entering your email address.
  • Very occasionally an order might not come through to us for another technical reason. It’s always worth checking, especially if you need the items quickly.

Can I place an order over phone?

  • No, we do not accept orders or payments over phone.
  • All orders must be placed through our webstore and through the accepted payment methods on the checkout page.

What should I do if I am having difficulty placing an order?

  • Email us immediately at patrick@thaiesaan.ie or WhatsApp at 086 333 7341 with the details of your problem and we’ll do all we can to help you out.
  • Send us screenshots, screen recordings and details to help us resolve the issues.

What’s the maximum weight we can order in one delivery?

  • There is no weight restriction on any order but you will be subject to delivery charge of €8.00 per 30Kg.
  • If your order exceeds this 30kg limit, there will be an additional €8.00 charge per 30kg of items purchased
  • We might send your bulk order in multiple deliveries if you have 10kg+ rice bags, cases or Frozen items in your order.

Payment Queries

Why did my Credit Card or PayPal payment fail at the end of checkout?

  • This could be that there isn’t sufficient amount of money in the account you paid with, or your bank has decline the payment.
  • If the bank has declined the payment, you would need to contact your bank to unlock the payment to www.thaiesaan.ie
  • ‘Server errors’ has occurred. This happened due to Cache and Cookies from the Chrome browser. To solve this matter, you can clear your cache and cookies history by “chrome://settings/” -> Advanced -> Clear browsing data -> go to “Cookies and other site data” and “Cached images and files”, refresh the page and try again. Alternatively, you can use other internet browser such as Firefox, Edge or Safari. * Please note that clear Cache and Cookies may clear up all data store in the browser.

What if payment is failed but deducted, and order is not placed?

  • Please don’t refresh or ‘go back’ from the payment page once it is completing 3D Secure verification via your online bank mobile app.
  • If your payment is failed, and your order is not created in our system, but payment is deducted from your account, it will be refunded in 1-3 business days back to your account.
  • Please contact patrick@thaiesaan.ie with details and screenshots of the payment and we’ll contact you for further steps if issue persists.

Can I pay for an order over phone?`

  • No, we don’t accept orders or payments over phone.
  • All orders must be placed through our webstore and through the accepted payment methods on the checkout page.

What payment methods does Thai E-Saan accept?

  • Thai E-Saan accepts major payment methods like Google Pay, Visa and MasterCard.
  • Thai E-Saan does not store any private information from customer.

Can I get an invoice for my order?

  • We will send you the invoice through email once your order is being processed.
  • Just mention your request in the message box of your order, OR send us an email with your order number.

Online Shop

Are the discounts and offers applicable to the Online Shop, Retail and Wholesale?

  • Yes, discounts and offers are applicable in both channels

Are the prices of Online Shop same as Retail Shops?

  • Yes, the pricing is the same

What is the shelf-life and best before dates on the items online?

  • We ensure all items packed for online orders have the maximum shelf life possible from items available in warehouse.
  • Please note that the minimum shelf life of non-discounted items online will be at a minimum of 1-2 months from the date of purchase.
  • Discounted items or items on promotions may have a minimum shelf life of less than 1 month.
  • Shelf life of all  Fresh items including vegetables, mushrooms, milk drinks like Yakult, fruits, leafy greens, root vegetables, Tofu, Kimchi, etc. is a minimum of 4 days. If shorter than that we’ll inform you before making the delivery. Items on promotion could have a shelf life shorter than 7 days but will be mentioned on the product page. 
  • In most cases, we’ll mention the best before dates for short dated/discounted items but in case it is not available, it will be within 1 month.