QUESTIONS? FIND ALL THE ANSWERS YOU NEED HERE!

Everything you need to know about Lidl, our stores, and our products.

FAQ'S - RETURNS AND REFUNDS

Q1. What is your refunds and returns policy?
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If you have a problem with an item...

YOU ARE COVERED!
• Within 60 Days
• With proof of purchase

Any item that is not covered by a manufacturer's guarantee will be automatically covered by our 60 day guarantee.

If you change your mind...

NO PROBLEM!
• Within 28 days
• With proof of purchase
• With all parts labels and packaging
• If the item is fit for sale
We are happy to refund you!

Read our full refund process here

Q2. Which products can't be returned to store?
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Our 60 day 'Problem with an Item' Policy and our 28 day 'Change of Mind' Policy do not apply to fresh or frozen foods, briefs, boxers, swimwear and selected electrical goods and media devices including but not limited to PCs, tablets, mobile devices, laptops, mobile top ups and clearance lines.. It will be indicated in store if selected electrical & media devices are not covered by our return policies.

Should you have any problems with a selected electrical good or media device, please contact our Customer Service Team here and they will be happy to help you. Lidl will ensure that your legal rights are upheld at all times.

For item problems regarding fresh or frozen foods, briefs, boxers or swimwear please visit your local store and ensure you bring proof of purchase.

If, pursuant to your statutory rights, you are returning a product that holds personal data (i.e. mobile phone, laptops, tablets, hard drives, cameras, SD Cards etc.) it is your responsibility to remove the information from the product prior to us receiving it as we are not in a position to remove any data on such items.

Q3. What happens if I have a faulty item after 60 days?
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We hope that there will be no problems with your purchase, however if you do have an issue with an item you may be covered under the manufacturer's guarantee.

Please check the warranty information received with your product - this may vary across different manufacturers. If you are covered they may be able to offer you a product repair or replacement. Please note you will need your proof of purchase when dealing with the product manuafacturer.

If you require further assistance, please contact our Customer Services team who will put you in contact with the product supplier.

Q4. Can I return an item if I have no receipt?
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Yes, as long as you have proof of purchase and it meets the requirements of our refund/returns policy. If you do not have a Sales Receipt, we can also accept a Bank Statement detailing the purchase.

Q5. I have been double charged for an item at my local store, how do I get a refund?
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Please return to your store and they will be happy to assist you. Alternatively please contact the Customer Services team through the below channels and they can arrange a refund for you.

Please allow up to 10-14 working days for the refund to appear in your account, depending on your card issuer.

Q6. How do I make a complaint?
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Should you wish to make a complaint, please fill out the web contact form and our Customer Service Team will be in contact with you. Did you know you can provide us with your feedback through our survey "Lidl Listens" from here and also be in with a chance to enter our monthly draw.

FAQ'S - PRODUCT

Q1. If I'm not happy with the quality of a fresh/food product I've purchased. What should I do?
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If any of our products fail to meet your expectations, please bring them back at your earliest convenience, together with your receipt, and we’ll happily refund or exchange the item.

Q2. Have Lidl's products been tried and tested by independent food tasters?
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Lidl is proud to have been honoured with countless awards and recommendations from international consumer watchdog panels, independent food tasting award bodies as well as topping tried and tested columns with various national and local newspapers.

These acknowledgments are testament to Lidl’s commitment to supplying top quality products at the lowest possible prices.

Q3. Does Lidl have products suitable for vegetarians/vegans?
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Lidl is committed to offering great quality products to all our customers. All of our products that are suitable for vegetarians/vegans are clearly labelled on back of pack. We also often use symbols to depict this too.

Q4. Does Lidl stock Gluten Free products?
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Yes, we currently stock a dedicated listed range of Gluten Free products under our brand "Free From". This can be found in all areas of our store. We also clearly indicate on our product labels if the product contains gluten. A comprehensive list of items can be obtained from the Coeliac Society of Ireland who produce an annual publication.

Q6. What is the difference between BBD & UBD
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The "best before" is the date until which a foodstuff retains its quality specific properties such as appearance, aroma, taste and texture when the product has been stored appropriately and the package unopened.  The ‘use by’ date is the date up until which a food may be safely consumed assuming it has been stored under optimal conditions. After the ‘use by’ date a food is deemed unsafe in accordance with article 14(2) of Regulation EC No. 178/2002. The above information has been extracted from the following source which can also be used to obtain further information on this topic -  https://www.fsai.ie/faq/shelf_life/best_before_and_use_by.html

Q7. Why are there no "best before" dates on fresh fruit and vegetables?
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We choose not to print a 'best before date' on many of our fruit and vegetables, instead opting to print a code showing the date that the product was packaged. By not having a 'best before date' on certain products, it allows the customer to assess by sight and feel whether their fruit or vegetable product is edible or not. This step helps to reduce unnecessary food waste in the home.

Q.8 Where can I access the ingredient and nutritional information for in store bakery items?
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If you are looking for specific nutritional information our Customer Service Team will be happy to help. Please fill out the web contact form and a representative will be in contact with you.

Q.9 Do your fresh fruit & vegetables contain pesticides?
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Pesticides are subject to control by EU Regulations, which states what pesticides and quantities are permitted. All our products adhere to these regulations. We work closely with our suppliers to keep pesticide use to a minimum  and we routinely test our fruit and vegetable range to closely monitor usage and ensure that the maximum permitted residue levels are not breached.

Q.10 Why do you sell your eggs at ambient temperature?
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The FSAI advise that eggs should not be chilled until there are put in the fridge by the final consumer. Cold eggs left out at room temperature may become covered in condensation, facilitating the growth of bacteria on the shell and probable entry into the egg. Therefore, eggs are transported and stored at a constant ambient temperature which prevents condensation occurring on the egg. The recommendation is that eggs are refrigerated by the consumer in the home.

Q.11 What are your policies on the welfare of laying hens?
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The EU Council Directive 1999/74/EC was introduced to improve welfare standards for laying hens. This meant meeting certain requirements by 1st January 2012. Non-enriched cage systems (battery hens) are prohibited in Europe.  All of our suppliers adhere to this and all laying hens are kept in enriched cages ensuring improved animal welfare. We have a small supplier base which allows us to closely monitor the standards to which they operate. Furthermore, we routinely audit all of our suppliers to ensure that these standards are maintained.

Q.12 What is the coding that appears on my eggs for?
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The egg stamp is required in the EU on all class A eggs unless these are sold directly on the farm.

It can be summarised as follows:

e.g. 1IEA12
1 = Free Range
IE = Country of Origin
A = County ID
12 = Farm ID

All of our eggs which were sorted and packed in a packing station stamped “UK” are of Northern Irish origin.

Q.13 Do Lidl products contain Genetically Modified Organisms (GMOs)?
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No, Lidl has agreed with all suppliers that genetically modified foods or products that contain genetically modified ingredients are not to be supplied to us.

Q.14 Can I freeze my fish with the "previously frozen" Statement on pack?
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Yes.  Products which have been previously frozen are still suitable for home freezing. Our supplier returns the product to chill temperature under strictly controlled conditions which ensures that further freezing will not affect the quality of the product.

We wish to remind you to always follow the defrost instructions provided on the products label to ensure that your product maintains its high quality which we insist upon from our supplier. In addition to this we also provide symbols on our packaging advising if the product is freezable or not.

Q.15 Where is my fish from?
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Using the batch details present on the packaging of our fish products you can determine its origin. 

Q.16 Do Lidl products contain hydrogenated fats and oils?
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No, Lidl has agreed with all suppliers that hydrogenated fats and oils are not permitted for use in the manufacturing of products supplied to Lidl.

Q.17 Is there a limit on the number of Over the Counter (OTC) items I can buy in your store?
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Over the Counter (OTC) products are medicinal products which can be sold without a prescription. Our company procedures and policies are structured in a way that ensures that we obey our moral and legal obligations to our customers when selling OTC products.

Our OTC policy dictates that:

• Products containing paracetamol are restricted to one per transaction.
• OTC products cannot be sold to customers under the age of sixteen.

Q.18 Do you stock cheese products that are unpasteurised?
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All cheese products which are made using raw milk must state so on the products label, "made with raw milk" or an otherwise fitting statement may be used. If the product does not state that raw or unpasteurised milk is used to produce the product pasteurised milk is therefore used.

Q.19 What does the Bord Bia logo mean?
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We would like to inform you that Lidl Ireland and Northern Ireland take animal welfare extremely seriously and the products we sell comply with all EU and National Regulations. The Bord Bia Quality Mark means that food has been produced to the highest Bord Bia quality standards and you know where it comes from.

The Bord Bia standard ensures that the farmers are audited against the following standards:

•    animal health and welfare
•    water and feed
•    traceability
•    pasture management
•    environmental management
•    farm safety

As we have a small supplier base for our meat products, this allows us to closely monitor the standards to which our suppliers operate to ensure that our products are produced to the high quality which we insist upon.

Q.20 Where can I learn about what goes into Lidl’s detergents, cleaning and washing products?
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You can learn about what goes into these own brand products by visiting the following link;

Please click here to open the search page

Q.21 Is there a limit on the number of Non-Food Promotional items I can buy in your store?
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Restriction may exist for certain promotional items. A disclaimer may be placed on items in certain situations advising that there is a limit to the number of items which can be purchased per single transaction. This is to ensure that all customers have equal purchase opportunity.

Q.22 I have lost my user manual for a non-food product I purchased in your store. Can I get a replacement manual?
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Yes, we are pleased to inform you that our non-food product manuals can be found on our website in your desired language. Click here for more information.

FAQ'S - STORE

Q.1 What are the opening hours of each store?
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All of our stores opening hours vary. You can check your local supermarket store through our "Store Finder" section on our website.

Q.2 Why can I not contact a store by telephone?
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We have a dedicated Customer Service Team who will be able to assist you with any query, suggestion, complaint or request you may have. You can get in contact through our "Contact Us" page.

Q.3 Where can I find the address of my local store.
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You can check your local supermarket store through our "Store Finder" section on our website. Please click here to find out more information about your local store.

Q.4 What payments do you currently accept?
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We currently accept Cash, Visa Debit Cards, Credit Cards, Apple and Android payments. We also accept contactless card payments.

Q.5 Do you sell gift vouchers?
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Yes. Gift vouchers can be purchased in all our stores. Click here for more information.

Q.6 Do you have customer toilets / baby changing facilities?
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At present, not all stores have facilities accessible to the public. We are currently in the process of redesigning our stores and welfare areas to ensure public access. However, if you ask a member of staff in store they will be happy to help you.

Q.7 Why can't I buy in bulk?
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Our aim is to ensure all of our customers have the option to purchase our goods when they visit a store. We carry a certain level of stock in our stores at any given time due to our lean operations and to ensure that we have the freshest produce available for our customers. Based on the stock available, we can at times only allow a certain maximum quantity of an item to be purchased - in particular items that are on promotion.

If a customer wishes to buy a large amount of a particular product (e.g. cakes/pastries for a coffee morning), we may be able facilitate this. Please call to your local store and talk to the Store Manager who may be able to help. To avoid disappointment we would recommend that you give the store a minimum of 2-3 days notice to place the order.

Please note that no bulk selling of alcohol is allowed under the Finance (1909-10) Act, 1910.

Q.8 What time do Lidl start serving Alcohol?
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Between 10.30 am and 10.00 pm on Monday to Saturday

Between 12.30 pm and 10.00 pm on Sunday to Monday Bank Holidays

Please be advised that the sale of alcohol is not permitted on Good Friday

Q.9 What is Challenge 25 ?
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Although the minimum legal age to buy alcohol is 18, Lidl’s alcohol policy to eliminate the sale of alcohol to underage customers means that all customers who appear to be under the age of 25 must be asked for official identification. This internal initiative is called 'Challenge 25'. Correctly carrying out the Challenge 25 policy ensures that Lidl complies with the RRAI Code of Practice.

Please note in compliance with this legislation, all other members of a group may be asked for ID to prove they are all over the legal age before a sale takes place.

Q.11 I think I've left an item in one of your stores. How can I check ?
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If you have left an item in store and you are unable to return, please contact our Customer Service Team. They can contact the store on your behalf to confirm if your property has been found. Any personal belongings found or handed in are temporarily retained in store for a maximum of seven days.

Q.12 How do I claim back my lost property that has been left in ?
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Please return to the store with photographic ID where our colleagues will be more than happy to return your item.

Q.13 How long do you keep lost bank cards?
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Unclaimed credit or debit cards are shredded in store after a period of seven days.

Q.14 I have found an abandoned Lidl trolley ?
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Please contact our Customer Service Team via our "Contact Us" page with the exact location of the trolley. They will ensure that the trolley is collected.

Q.15 Can you check stock levels in store?
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Our Customer Service Team can do a stock check on selected items in your preferred store. However the availability in store can change by the minute so we would always recommend visiting our store as soon as you can to avoid disappointment! 

Please note that we cannot check stock availability on items such as: Food products, Plants and Flowers, Clothing / Footwear and Textiles. 

Q.16 Is it possible to reserve an item?
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It’s not possible to reserve items in store. We operate on a first come, first served basis to ensure fairness. As demand is high and availability is limited we would recommend visiting the store to snap them up!

Be sure to pick up a leaflet in store, or sign up to our newsletter here to be the first to hear our new offers!

Q.17 Why is there limited quantity available (per customer) for certain products/special offers?
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As we have limited availability on some of our offers, we would like as many of our customers to have the opportunity to purchase them. We do have strict policies in place for this reason which limit the quantity each customer can purchase.

For example, high value items such as Televisions and Laptops may be limited to 1 per customer, Cooking Oil may be to a maximum of 10 per customer.

Q.18 Why do special item sell out so quickly? Why is more stock not ordered in advance?
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As some of are offers have limited availability, at very competitive prices, on some occasions products can sell out within the first day of sale. We review all of our promotions and feedback before the next sale date to ensure that we order more stock where possible to meet the demand.

Please check out our website / app / promotional leaflets regularly to keep up-to-date with upcoming promotions. You can also sign up to our Newsletter online.

Q.19 How do I claim back my lost property that has been handed in?
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Please return to the store with photographic ID where our colleagues will be more than happy to return your item.

FAQ'S - LIDL

Q.1 How can I get in touch with Lidl?
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We would love to hear from you! If you would like to speak to us, please contact our dedicated Customer Service Hotline on the below freephone number. Alternatively you can contact us via our web contact form hereDid you know you can provide us with your feedback through our survey "Lidl Listens" from here and also be in with a chance to enter our monthly draw.

Q.2 Can I contact my local Lidl store directly?
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The Store Manager and Sales Operations Manager handle all customers queries in store, therefore we would recommend returning to store to speak with them directly. Alternatively you can contact our dedicated Customer Service Team as per details above. We look forward to hearing from you.

Q.3 How do I contact Lidl with a media related query?
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If you are a journalist or working in the media and have a question for Lidl, please contact us via email. Please note this email is for media enquiries only. To see our most recent press releases click here.

Email: pr@lidl.ie

Q.4 Are there any holidays that Lidl stores close for?
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All of our Lidl stores are closed on Easter Sunday, Christmas Day, St. Stephen's Day and New Year's Day.

Q.5 How can I subscribe to the newsletter?
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Signing up to our Newsletter is easy, just follow the steps below;

1. Go to the Newsletter sign up page and enter your email address into the "E-mail" field.
2. Click on "Submit". A confirmation email will then be sent to your email address. In order to receive your Newsletters, you must then click on the link in this confirmation email to activate your subscription.

Click here to sign up to our newsletter!

Q.6 How often will I receive marketing e-mails from Lidl?
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We will send you regular updates via email about great promotions and changes to the service we provide you. The frequency can vary depending on the promotions we’re running.

Q.7 How do I unsubscribe from your marketing / Newsletter e-mails?
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We will be sorry to see you leave. If you should change your mind you can always subscribe again.

1. Click here to Unsubscribe from our newsletter.
2. Enter your e-mail address into the required field and select submit.
3. You will receive an e-mail confirming your cancelation.  

Q.8 Are Lidl expected to open a new store in my local area?
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Lidl are continually on the lookout for new supermarket store locations. As soon as we have confirmed a new store opening, we generally advertise this in local newspapers and on-site signage.

Should you have anything you think may be of interest please write to:

Lidl Ireland GmbH
Property Department
Main Road
Tallaght
Dublin 24

Any personal or business information (e.g. email address or name), which you voluntarily provide in the context of our online services (newsletter, property offer, etc.) will only be processed for the purpose or purposes they were collected for. See our Data Protection page for more information.

Q.9 Do you do online shopping / home deliveries?
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We do not currently offer these services in all of our stores. However we have recently partnered with a company called BuyMie who offer a home delivery service from a select number of Lidl stores in Dublin. For further information please check out Buymie's website www.BuyMie.eu

Q.9.1 What is Buymie and how does it work?
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Buymie is a grocery delivery service that delivers to you in as little as an hour! Buymie connects you with personal shoppers in your area who pick up and deliver your groceries from your local Lidl Store. Delivery slots of between 1-3 hours can be selected or you can pre order your groceries up to a week in advance.

Q.9.2 Is Lidl's full product range available through Buymie?
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Our full product range with the exception of our Non Food range and Weekly Food Theme offers are available for delivery through the Buymie app.

Q.9.3 How do I know if Buymie is available in my area?
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Just select the region you live in when registering on the Buymie app and it will show you if we can deliver Lidl groceries to your area. Don’t despair if your location isn’t currently live, we will be adding new neighbourhoods on a regular basis.

Q.9.4 If I have a problem with an item or the service what do I do?
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Please contact the Buymie Customer Services Team through the Buymie app or via the Help Centre at www.buymie.eu

Q.10 Do Lidl provide assistance to charities and clubs?
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In 2016 we began a €1.5m, 3 year partnership with the LGFA promoting women in sport and since 2013 we have raised over €1.8m for our Charity Partner, Barretstown. We are also proud to support local and grassroots initiatives, throughout the country, through our Community Works Programme.

If you have a specific request for support, please speak with a Customer Assistant in your local store who can provide you with a request form or please contact our Customer Service Team who can put you in contact with the right department in relation to your query.

Q.11 Have Lidl’s products been tried and tested by independent food tasters?
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Lidl is proud to have been honoured with countless awards and recommendations from international consumer watchdog panels, independent food tasting award bodies as well as topping tried and tested columns with various national and local newspapers.

These acknowledgments are testament to Lidl’s commitment to supplying top quality products at the lowest possible prices. Please check out our Product Quality FAQ section for more information.

Q.12 Where can I learn about what goes into Lidl’s detergents, cleaning and washing products?
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You can learn about what goes into these own brand products by visiting the following link;

Please click here to open the search page

Q.13 What are Cookies and what are they used for on this website?
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To make your visit on our website as comfortable and enjoyable as possible, Lidl Ireland uses cookies. Cookies are small pieces of information sent by a particular web server to a web browser, which enables the server to collect information from the browser. It enables your computer’s server to access information on our website faster and more efficiently.

When you visit our website we do not collect your personal data! However, in order to keep your visits as pleasant as possible, the homepage is Cookie enabled.

Q.14 How do Lidl manage personal data?
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Please check out the 'Data Protection' page for more information on Lidl's data policy.

FAQ'S - WEEE RECYCLING

Q.1 What is the WEEE take back policy?
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Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries. Each local authority must also accept household WEEE and small batteries free of charge at its recycling facilities. All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.

Electrical and electronic equipment (EEE) contains materials, parts and substances which can be dangerous to the environment and harmful to human health if not disposed of correctly. Equipment which is marked with the WEEE crossed out wheeled bin logo should not be thrown away with your household waste.

Please do not throw items displaying this symbol into the bin. This helps protect the envoirnment by preventing hazardous material entering landfill and allows parts to be recycled.

Q.2 What WEEE return and collections systems are available to Lidl customers?
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Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis in all Lidl stores. Waste batteries including rechargeable batteries (of the type sold here) are taken back free of charge in Lidl stores. You are not obliged to make any purchase when returning old batteries.

Q3. What is Lidl's Producer Registration Number?
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Our Registered Producer registration number is: 207 WB

 

Can't find the answer to your question? Contact our Customers Services team here.