Refund policy

Returns & Refunds Policy

At Moon Behind the Hill, we want you to love your purchase. If you are not completely satisfied, we happily accept returns on all ready-to-wear items within 14 days of delivery of the last item in their order, subject to the conditions below.

1. Return Eligibility & Conditions

To qualify for a refund, your item must meet the following criteria:

  • It must be unworn, unused, and undamaged, in the same condition you received it.

  • All original tags must remain securely attached.

  • It must be returned in its original packaging.

  • Items sent back to us without a prior return request cannot be accepted.

Non-Returnable Items: We cannot accept returns on gift cards, custom or personalized items, personal care/beauty products, or hazardous/flammable materials. Any non-returnable items will be clearly marked on their specific product page.

2. Free Returns by Country

We provide free tracked drop-off returns for customers in the following regions:

Region Service Provider Return Method
Ireland DPD, UPS or An Post Drop-off at local Pick Up Points
Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, United Kingdom UPS, FedEx, GLS or DPD Drop-off at local Access Points

If you are located outside these countries, or choose not to use our complimentary drop-off services, you must arrange return shipping via a tracked courier at your own expense.

3. How to Make a Return (Step-by-Step)

  1. Request Your Return: You can request your return in one of two ways:

    • Self-Service: Log into your account and visit your order status page, or click Returns & Cancellations in our website footer.

    • By Email: Email us at customerservices@moonbehindthehill.ie with your order number, date of purchase, the items you wish to return, and the reason for the return.

  2. Receive Your Label: Once approved, we will email you a prepaid return shipping label and instructions.

  3. Pack Your Item: Securely package your item. If reusing the original packaging, please ensure older shipping labels are completely covered or removed.

  4. Attach the Label: Print your prepaid return label and attach it securely to the outside of the parcel, ensuring all barcodes are fully visible.

  5. Drop Off Your Parcel: Bring your package to your nearest Pick Up Point or Access Point. If using an automated kiosk locker, simply follow the onscreen instructions.

  6. Track & Relax: You can track your return using the tracking number on your label. We will email you as soon as your refund has been processed.

4. Damages, Issues, and Exchanges

  • Damaged or Incorrect Items: Please inspect your order immediately upon delivery. If an item is defective, damaged, or incorrect, email us right away at customerservices@moonbehindthehill.ie with your order details, preferred reimbursement method, and photographic evidence of the issue so we can make it right.

  • Exchanges: The fastest way to get a alternative size or style is to return your original item for a refund and place a fresh order online simultaneously.

5. Refunds & EU Cooling-Off Period

  • EU 14-Day Cooling-Off Period: In accordance with EU regulations, customers residing within the European Union have the right to cancel or return their order for any reason within 14 days of delivery, provided the item meets the eligibility conditions listed in Section 1.

  • Processing: Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are automatically issued to your original payment method (minus any applicable original shipping fees). Please note that your bank or credit card provider may take a few business days to clear the funds into your account.