Frequently Asked Questions

Most items purchased from our store are eligible for a 14-day return policy from the date of delivery. This is from the date your order was delivered, not from when you ordered the product.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags attached.

Items sent back to us without first requesting a return will not be accepted.

Here's what to do:

1: Contact our consumer service team by email at hello@moonbehindthehill.ie

2: If your return is accepted we'll send you a return shipping label as well as instructions on how and where to send your package

3: Carefully pack the item, if reusing the same parcel that it arrived in make sure original shipping labels are removed or covered

4: Place the shipping label provided in step 2 clearly on the outside of the package

5: Send the parcel via courier

Once we receive and inspect the return we will then issue you your refund through your original payment method. You will receive an email to confirm that the refund has been issued.

Please note that we offer a free drop off returns service to customers in Ireland, Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden & UK.

If you live in the Republic of Ireland, Moon Behind the Hill offers a free drop off parcel return service through our partners at DPD. To avail of this free returns service simply follow the easy steps below:

1. Please email customerservices@moonbehindthehill.ie to request a return. Please include your order number, date of purchase, details on item(s) you wish to return and the reason for your return request.
2. Once we have established the correct customer, order and return item we will review your request and assuming it satisfies the conditions above we will email you a return shipping label. 
3. Please package your return item ensuring that it is sealed and secure. If you are repackaging the item in the original package you received it in please ensure that the original shipping delivery labels are removed or covered.
4. Print off your DPD shipping label emailed to you in step 2 above and attach it securely to your parcel ensuring the barcodes, addresses and tracking details are clear and visible.
5. Locate a DPD Pick Up Point location near you that suits your needs. To find your best suited location select the link here. Most DPD Pick Up Point locations are participating retail outlets, such as a convenience store or petrol station that serves as a convenient and efficient DPD parcel retrieval location where you can drop off labelled and prepaid DPD Parcels.
6. Once you have located your most suited DPD Pick Up Point location, simply bring your labelled parcel to the location where it will be safely stored and depending on what time you dropped it off will be collected the same or next working day by DPD. If the location is an automatic kiosk locker simply follow the onscreen instructions for returns drop off.
7. That's it your done. You can follow your return using the tracking number through DPD's tracking portal. Once we receive and inspect the return we will then issue you your refund through your original payment method. You will receive an email to confirm that the refund has been issued.

If you live in Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden or United Kingdom, Moon Behind the Hill offers a free drop off parcel return service through our partners at UPS via their UPS Access Points service. To avail of this free returns service simply follow the easy steps below:

1. Please email customerservices@moonbehindthehill.ie to request a return. Please include your order number, date of purchase, details on item(s) you wish to return and the reason for your return request.

2. Once we have established the correct customer, order and return item we will review your request and assuming it satisfies the conditions above we will email you a return shipping label. 

3. Please package your return item ensuring that it is sealed and secure. If you are repackaging the item in the original package you received it in please ensure that the original shipping delivery labels are removed or covered.

4. Print off your UPS shipping label emailed to you in step 2 above and attach it securely to your parcel ensuring the barcodes, addresses and tracking details are clear and visible.

5. Locate a UPS Access Point or Drop Off location near you that suits your needs. To find your best suited location select the link here. UPS Access point locations are participating retail outlets, such as a convenience store or petrol station that serves as a convenient and efficient UPS parcel delivery and retrieval location where you can drop off labelled and prepaid UPS Parcels.

6. Once you have located your most suited UPS drop off location, simply bring your labelled parcel to the location where it will be safely stored and depending on what time you dropped it off will be collected the same or next working day by UPS. If the location is an automatic kiosk locker simply follow the onscreen instructions for returns drop off.

7. That's it your done. You can follow your return using the tracking number through UPS's tracking portal. Once we receive and inspect the return we will then issue you your refund through your original payment method. You will receive an email to confirm that the refund has been issued.

The fastest way to ensure you get what you want is to return the item you havefollowing our returns policies, and once the return is accepted, make a separate purchase for the new item.

Yes, you can return items bought with a gift card, however you will be refunded back onto your original Moon Behind the Hill gift card.

No, unfortunately once an item has been personalised or custom made for your specific order this makes it non-returnable.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.